My lead has no score, or the score looks wrong
Almost every scoring question comes down to one rule: no signal, no score. Here are the cases we see most.
My lead shows a dash instead of a score.
It has no scoring signals yet. Scoring is triggered by a signal arriving, never by the lead being created, so a lead carrying no signal at all is never scored. Log a call, text, email, or meeting on it and the score appears within seconds.
The score has not moved even though the lead is clearly engaged.
Check what kind of engagement it is. Opening or clicking a Cultivate email does feed the score. An inbound text on its own does not, unless it is a STOP reply, which cools the score. Log a real exchange as an activity marked reached and it will count too.
The score has been the same for weeks.
A daily sweep re-scores leads that still carry a positive score, oldest first, so a quiet lead should be cooling on its own rather than frozen. The sweep is bounded, so on a large book it can take a few days to come back around to any one lead. If it genuinely has not moved in weeks, either it has already decayed as far as its remaining signals allow, or something is wrong, in which case a support ticket is worth opening.
I imported my book and everything is cold.
Correct, and deliberate. An imported contact scores +2, which lands squarely in cold. An import is weak evidence about any single person. The score rises as they engage or as you log real work.
The lead is hot but "Why this score?" is empty.
The factors are written at the same moment as the score. An empty list next to a real number means the score predates the factors being recorded, which you may see on demo or seeded data. It resolves on the next recalculation.
I cannot find a Warm at or Hot at setting.
Those threshold fields are not currently shown in your settings. They exist in the schema for a future (Phase 2) pricing feature, but nothing acts on them for any customer today, so REHL hid the controls rather than leave you tuning something inert. The four display bands (cold, warm, hot, very hot) are fixed for every account regardless. See the score band thresholds article for detail.
If a score still looks wrong after all this, open the lead and read the factors list. Every point in the number is accounted for there. If the factors do not explain the score, that is worth a support ticket.
Need more help? Contact support.