---
title: Read Lead Insights
description: 'Open Contact Info, open Insights, and read the lead score or Not scored yet.'
sidebar:
  order: 11
---
In this tutorial, you will open **Insights** on one conversation and read the lead score.

**Time needed:** 5 minutes

## Before you start

Make sure:

- You can open the conversation in **Live Chat**.
- This is not a guest widget-only chat.
- Your login includes Lead Insights. If the **Insights** tab is missing, skip this page.

> **Insights** is for your team. The customer never sees the score.

## 1. Open the conversation

On the left menu, click **Live Chat**.

Click the thread.

<figure class="doc-shot">
  <img class="doc-shot__light" src="/images/features/live-chat/lc-open-light.png" alt="Live Chat with the sample conversation open" width="1216" height="760" loading="lazy" decoding="async" />
  <img class="doc-shot__dark" src="/images/features/live-chat/lc-open-dark.png" alt="Live Chat with the sample conversation open" width="1216" height="760" loading="lazy" decoding="async" />
  <figcaption>Open the conversation. Other chats are hidden.</figcaption>
</figure>

## 2. Open Contact Info

On the right icon strip, click **Contact Info**.

<figure class="doc-shot">
  <img class="doc-shot__light" src="/images/features/live-chat/lc-ci-btn-light.png" alt="Contact name in the chat header highlighted" width="1216" height="760" loading="lazy" decoding="async" />
  <img class="doc-shot__dark" src="/images/features/live-chat/lc-ci-btn-dark.png" alt="Contact name in the chat header highlighted" width="1216" height="760" loading="lazy" decoding="async" />
  <figcaption>Click the contact name to open the profile.</figcaption>
</figure>

## 3. Open Insights

Click **Insights**.

<figure class="doc-shot">
  <img class="doc-shot__light" src="/images/features/live-chat/lc-insights-tab-light.png" alt="Insights icon highlighted on the contact panel" width="1216" height="760" loading="lazy" decoding="async" />
  <img class="doc-shot__dark" src="/images/features/live-chat/lc-insights-tab-dark.png" alt="Insights icon highlighted on the contact panel" width="1216" height="760" loading="lazy" decoding="async" />
  <figcaption>Click the <strong>Insights</strong> icon on the right.</figcaption>
</figure>

## 4. Read the result

If scoring has run, read the score and heat (**Hot**, **Warm**, or **Cold**).

If you see **Not scored yet**, that is also a finished check. Scoring appears after the bot or system has enough chat.

<figure class="doc-shot">
  <img class="doc-shot__light" src="/images/features/live-chat/lc-insights-score-light.png" alt="Insights lead score highlighted" width="1216" height="760" loading="lazy" decoding="async" />
  <img class="doc-shot__dark" src="/images/features/live-chat/lc-insights-score-dark.png" alt="Insights lead score highlighted" width="1216" height="760" loading="lazy" decoding="async" />
  <figcaption>Read the lead score and the next step.</figcaption>
</figure>

## Make sure it worked

The **Insights** tab opened.

You can say whether this lead is scored, **Not scored yet**, or locked.

## If it didn’t work

### I cannot see Insights

Your login may not include Lead Insights, or this is a guest chat. Ask the account owner.

### Insights failed to load

Click **Try again**. If it still fails, refresh **Live Chat**.

## Next

After inbox work, turn on a [Default Reply](/features/autoresponder/default-reply).