Published at: 2026-09-17
Behavior points scenarios
This article introduces the Behavior Points mechanism for Sales Leads, including how it works and where to use it.
Business value
The system calculates Lead intent activity by capturing prospect interactions across digital channels.
Sales reps do not need to call blindly. They can watch point trends to identify high-intent prospects and engage during the best timing window.
Core concepts
| Concept | Definition | Related objects |
|---|---|---|
| Behavior Points | A dynamic value that the system adds or deducts based on prospect interactions. It quantifies intent activity. | Sales Lead, Campaign |
| Point decay | Historic points can decrease over time when no later interaction occurs, because purchase intent is time-sensitive. | Sales Lead |
| High-intent threshold | A point threshold that marks a Lead as showing mature purchase intent and reminds sales to engage. | Sales Lead, Lead pool |
Operating mechanism
Behavior Points connect with marketing and daily communication channels to automate behavior capture, rule matching, score calculation, and routing alerts.
graph TD
A[Customer digital behavior] -->|Triggers| B[Behavior Points engine]
B -->|Matches point rules| C[Add or deduct points]
C -->|No further interaction| D[Apply decay rule]
C -->|Score reaches threshold| E[Mark as high-intent Lead]
E -->|Assign or notify automatically| F[Sales team follows up immediately]
- Behavior matching: Actions such as opening an email link, downloading materials, visiting a pricing page, or attending a webinar can map to different point values.
- Decay mechanism: If the customer has no interaction within 30 days, accumulated points decrease each week based on the configured decay rule.
- Threshold notification: When points reach the high-intent threshold, the system can move the Lead to a key follow-up view and create a task notification for the Owner.
Applicable roles
| Role | Main actions |
|---|---|
| Marketing operations | Configure add-point logic and event monitoring for Campaigns or email templates. |
| Sales rep | View point rankings for owned Leads and prioritize high-point Leads for calls or visits. |
| CRM administrator | Configure global point weights, point decay cycles, and high-intent alert rules. |
Business scenarios
Scenario 1: Increase points from email marketing interactions
After marketing sends a product launch email, the system detects that a Lead:
- Opens the email and gains +5 points.
- Clicks the Learn more link and gains +15 points.
- Submits a form to download a product white paper and gains +30 points.
The Lead reaches 50 points within 30 minutes. The system identifies the Lead as high-intent and notifies the Owner immediately.
Scenario 2: Customer silence and point decay
A Lead previously gained 40 points after visiting the website.
If the Lead has no follow-up records or self-service interactions for two consecutive weeks, the system deducts points according to the decay rule.
The sales rep sees the reduced activity level in the list and adjusts the follow-up strategy.
[!NOTE] Glossary alignment:Open Email,Download Material,Lead Email,Marketing Activities.