Overview

Lead Scoring in Kylas CRM is a powerful feature that helps businesses prioritize their leads based on engagement, behavior, and quality. One of the most underutilized yet impactful tools in lead scoring is leveraging Custom Conditions on Calls—allowing you to automatically adjust lead scores based on the type, status, or result of calls with leads or contacts.

This article will guide you through how to effectively use custom call conditions to automate lead scoring updates, helping your sales team focus on the most valuable leads.

Table of Contents

1. Prerequisites

2. What Are Custom Conditions in Kylas?

3. Why Use Call Conditions in Lead Scoring?

4. Steps to Create Lead Scoring Rules Based on Call Conditions

5. Example Scenarios

6. Best Practices

7. FAQs

8. Conclusion

Prerequisites

Before using custom call conditions in lead scoring, ensure the following:

• You have Admin access to your Kylas CRM account.

• Lead Scoring feature is enabled in your plan (Elevate or above).

• Your call logs are integrated and visible in the CRM (either via manual entry or telephony integrations).

• Custom fields are created if you want to use specific criteria (e.g. Call Outcome, Call Category).
  

• You have defined a clear lead qualification process (e.g., what qualifies as a high-intent call).

What Are Custom Conditions in Kylas?

Custom Conditions allow you to define specific logic or filters when automating workflows, lead scoring, or reports.

When applied to Calls, custom conditions could include:

• Call Type (Inbound/Outbound)

• Call Outcome (Connected, Not Connected, Busy, Dropped, etc.)

• Call Duration

• Tags or Custom Fields (e.g., “Demo Call”, “Follow-up”, “Disinterested”)

These conditions help the CRM make smart decisions about which leads are warm, cold, or hot.

Why Use Call Conditions in Lead Scoring?

Sales calls are one of the strongest indicators of lead interest or disinterest. Using call conditions:

🟢 Increases lead score for successful demos, long-duration calls, or positive outcomes.

🔴 Decreases lead score for missed calls, short-duration calls, or negative responses.

🟡 Helps maintain lead hygiene and ensures reps prioritize time wisely.

Steps to Create Lead Scoring Rules Based on Call Conditions

Step 1: Go to Lead Scoring Settings

• Navigate to Settings → Automation --> Scoring Rules
  

• Choose Lead as entity.

• Click on Create Rule.
  

• Enter the Rule Name and select Rule Type as "Positive".

Step 2: Choose the Entity as “Call”

Select Call Log as the event condition.

Step 3: Set the Custom Conditions

Condition Field	Type	Description / Example Use
Call Type	Picklist	Inbound / Outbound (Score higher for Outbound follow-ups)
Call Duration	Numeric (Seconds)	Set a threshold, e.g., > 60 seconds to reward longer conversations
Call Outcome / Status	Picklist	Connected, Busy, Dropped, Not Connected, etc. (Boost score if connected)
Call Owner (User)	Lookup	Filter calls made by specific users/sales reps
Associated Lead	Entity Reference	Used to ensure scoring applies to specific leads
Call Date/Time	Date/Time	E.g., recent calls (in last 7 days)
Tags	Multi-picklist	Tags like “Interested”, “Demo Done”, “Follow-up” can influence score
Custom Fields(Call)	Varies (Picklist, Text, Number)	Add your own fields like “Call Purpose” or “Customer Mood”

Step 4: Save and Test

• Save the rule and test it with sample call data.

• Monitor how it affects the lead scores in your lead list.

Example Scenarios

Best Practices

FAQs

Q1. Can I use call recording data to influence scoring?
No, call recordings are not directly scorable but you can create a custom field like "Call Summary" to indicate results.

Q2. What if my telephony app doesn’t sync calls properly?
Ensure proper telephony integration via Kylas Marketplace or manually log calls for accuracy.

Q3. Can I set scoring based on user who made the call?
Yes, you can filter by Call Owner/User, though it’s more common to score based on call result than person.

Conclusion

Using Custom Call Conditions in Kylas CRM Lead Scoring helps automate lead prioritization intelligently. By rewarding quality engagement and penalizing low-value interactions, your sales team stays focused, efficient, and proactive.

Start with a few basic rules and scale your lead scoring logic as your team grows and your sales funnel evolves.