# Score new requests with AI lead scoring

> Turn on AI lead scoring in Requests settings so each new request gets a hot, warm or cold label, a score out of 5, and the reasons behind it.

- Product: Workspace369
- Documentation version: 2026.3
- Section: Client work
- Last updated: 2026-10-31
- Canonical source: https://docs.workspace369.com/v/2026.3/core-workflows/ai-lead-score-for-requests/

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AI lead scoring labels each new request **Hot**, **Warm** or **Cold**, gives it a score out of 5, and explains why. You can then reply to the best leads first. It is off until you turn it on in Requests settings.

Plans: AI lead scoring starts on Voyager. Each request that AI scores uses AI usage. Plans below Voyager see the setting with a lock and cannot turn it on.

## Turn on lead scoring

1. Open **Settings**, then **Requests**. You can also open **Requests**, then **Requests settings**. You need the **Manage Request Form Settings** permission.
2. Find the **Lead scoring** section.
3. Turn on **Score new leads with AI**. The hint reads **Labels each new request hot, warm or cold. Uses your monthly AI usage.** The switch saves on its own.
4. Optional: under **Who is your ideal customer?**, describe who you want to attract, for example homeowners in Austin planning a full kitchen remodel. Select **Save**. **Saved** confirms it.

Without an ideal customer, leads are scored on how clear and complete they are. With one, they are judged against it. The text has a limit of 500 characters. A counter shows where you are, and **N over the limit** shows when you pass it. The text is never cut, and it cannot be saved until it fits.

The ideal customer field shows only while the switch is on.

## If your plan does not include it

Below Voyager, the **Score new leads with AI** row shows a plan lock tag and the line **Hot, warm or cold on every new request, so you reply to the best leads first.** The switch is off and cannot be turned on. Select the row or the tag to open a dialog titled **See which leads are worth a call first**. It describes the feature. See [Plans, seats and your subscription](/v/2026.3/admin/plans-seats-and-subscription/).

## What gets scored

- Only new requests. Requests that arrived before you turned scoring on stay unscored.
- AI reads the message, the source and the form answers. It does not get the name, email or phone fields, or hidden fields. If someone types contact details into a free-text answer, those words are included.
- Each score is written in the language of the lead's message.
- A score cannot be edited. Nobody on your team can change it.
- A request is left unscored when your workspace has no AI usage left, or when more than 120 requests are scored in an hour. It shows **Not scored**.

Obvious spam is scored **Cold** by built-in rules. That check uses no AI usage.

## Read a score

- **Requests list on a computer**: a **Score** column shows a **Hot**, **Warm** or **Cold** chip on each row. A request without a score shows **Not scored**. The column appears only once a loaded request has a score.
- **Requests list on a phone**: the chip shows on the row.
- **Why this score**: open a request. This section shows the chip, **Score N of 5**, a one-line summary, and up to four reasons.

Under the reasons, a note reads **Scored by AI from the form answers. It can be wrong, so use your own judgment.**

For spam, the summary reads **Marked as likely spam** and the note says **Checked by built-in rules. This used no AI usage.**

## Turn it off

Turn off **Score new leads with AI** in the same place. Scores already on requests stay. New requests are no longer scored, and nothing more is charged.

Continue to [Requests and intake forms](/v/2026.3/core-workflows/requests-and-intake-forms/) for working through your inbox, and [Automate new-request handling](/v/2026.3/core-workflows/automate-new-request-handling/) for the rest of Requests settings.