How to Set Up Lead Scoring Using WhatsApp Events and Custom Conditions in Kylas CRM

How to Set Up Lead Scoring Using WhatsApp Events and Custom Conditions in Kylas CRM

Lead scoring allows businesses to measure how engaged a lead is based on their interactions. In Kylas CRM, you can automate this process by assigning scores to leads based on WhatsApp-related activities—such as message sent, read, delivered, or failed.

This guide explains how to configure WhatsApp-based lead scoring rules to better prioritize and follow up with leads.

Prerequisites

  1. You have Admin access to your Kylas CRM account.
  2. The Lead Scoring feature is enabled in your CRM plan (must be on Elevate plan or above).
  3. Your WhatsApp integration is active, and messages are being sent/received within the CRM.
  4. Relevant custom fields are created if you want to apply scoring based on message types, tags, or campaigns.
  5. You have a clearly defined lead engagement strategy (e.g., what qualifies as a highly engaged lead or reply-worthy interaction).

Table of Contents

  1. What Is Lead Scoring in Kylas?

  2. Supported WhatsApp Events for Lead Scoring

  3. How to Set Up WhatsApp-Based Lead Scoring

  4. Use Cases for WhatsApp Lead Scoring

  5. Tips and Best Practices

1. What Is Lead Scoring in Kylas?

Lead Scoring is a feature in Kylas CRM that automatically updates the Score field of a lead based on actions they take or events associated with them. Higher scores indicate more engaged or qualified leads.

2. Supported WhatsApp Events for Lead Scoring

Kylas supports the following WhatsApp events as scoring triggers:

WhatsApp Event Type
Description
When a WhatsApp template message is sent
Triggered when a template message is dispatched to the lead.
When a WhatsApp message is received
Triggered when the lead replies via WhatsApp.
When a WhatsApp template message is read
Indicates the lead has seen the message.
When a WhatsApp template message is delivered
Confirms message delivery to the lead’s device.
When a WhatsApp template message is failed
Triggers when the message is not successfully sent.

3. How to Set Up WhatsApp-Based Lead Scoring

Follow these steps:

Step 1: Navigate to Scoring Rules

  1. Go to Admin Settings in your Kylas CRM.

  2. Click on Automation → Scoring Rules.

  3. Select WhatsApp and click Create Scoring Rule.


Step 2: Define the Event

  1. In the Event dropdown, choose WhatsApp.

  2. In the sub-event dropdown, select one of the available triggers like:

    • When a WhatsApp message is received

    • When a template message is read, etc.


Step 3: Assign a Score

  1. Under Effect on Score, choose either:

    • Add (+) – to increase the score

    • Subtract (–) – to reduce the score

  2. Enter the score value (e.g., +5 or -10).


Step 4: Add Criteria (Optional)

  • Click Add Criteria to define specific conditions like:

    • Lead source

    • Campaign tags

    • Lead owner

    • Region

Step 5: Save and Activate

  • Click on Save & Activate to enable the scoring rule.

4. Use Cases for WhatsApp Lead Scoring

Here are practical ways you can use WhatsApp events for better lead qualification:

Use Case
WhatsApp Event
Scoring Strategy
Lead replies to a WhatsApp message
WhatsApp message is received
Add +10 points → Shows engagement
Message read but no reply
Message is read
Add +5 points → Warm lead, needs follow-up
Message sent but not delivered
Message failed
Subtract -5 points → Might be invalid number
Message delivered but not read
Message is delivered
Add +2 points → Partially engaged
Message sent as part of nurturing
Template message is sent
Add +1 point → Early stage scoring

Positive Score Rule:



Negative Scoring Rule:




5. Tips and Best Practices

  • Avoid over-scoring for simple actions like message sent.

  • Combine multiple WhatsApp triggers with email or call scoring for a well-rounded score.

  • Periodically review scoring logic to adapt to campaign changes.

  • Use criteria-based scoring to personalize scoring by campaign or region.

Conclusion

Setting up WhatsApp-based lead scoring in Kylas CRM allows your sales team to focus on the most engaged prospects. By using the available WhatsApp event triggers strategically, you can automate qualification, improve targeting, and close deals faster.