Contact Engagement Score

Measuring Contact Interaction

• Purpose: This feature helps you measure how much a contact interacts with your business, providing insight into their level of interest.
• Benefit: Understanding interaction levels allows your business to prioritize communication and nurture leads effectively.

Calculating Scores

• Interactions to Track:
• Email opens
• Calendar appointments
• Form submissions
• Other relevant interactions
• Scoring System:
• Each interaction has a specific score based on its significance.
• Scores can add or subtract points depending on the type of interaction.

Step 1: Edit the Score

• Navigate to Settings
• Click on Managing Scoring
• Add the name and description of your score profiles.

Step 2: Add your rules

• Add your rules by clicking on Add New Rule or edit the ones you have by clicking on the 3 dots.

• Example: A successful payment will add points, but a contact who enabled all DND channels will subtract points.
• Once the profile is published, the score will be reflected in all the contacts

Step 3: Sorting and Filtering

• Go to your Conversations tab on the right panel. Here you can see and update the score.

• On the Contact tab, you can filter by Engagement Score and create a smart list.

Note: The engagement score is only visible if you have published the score profile under Settings > Manage Scoring.

FAQ:

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Q: What is engagement scoring and why is it important?**A:** Engagement scoring measures how much a contact interacts with your business, providing insights into their level of interest. This helps you prioritize communication with leads and better nurture them based on their engagement level.

Q: How do I calculate engagement scores?**A:** To calculate scores, track various interactions such as email opens, calendar appointments, form submissions, and more. Each interaction has a specific score based on its significance, which can either add or subtract points.

Q: Can we use the Contact Engagement Score in workflows?

A: Yes, you can use the Contact Engagement Score in workflows. By integrating this score into your workflows, you can create automated processes that respond based on the level of engagement a contact has achieved.

Updated on: 21/11/2025