Quick Answer
What is the Contact Engagement Score?
Contact Engagement Score assigns points to contact activities such as email engagement, appointments, form submissions, payments, and other interactions. Create and publish a score profile under Settings → Manage Scoring, then use the resulting scores to prioritize contacts, build Smart Lists, or trigger workflows based on engagement.
What Engagement Scoring Does
As your contact list grows, it is not always obvious which people are actively engaging with your business and which contacts should receive attention first.
Engagement scoring assigns points based on contact activity so you can compare engagement using a consistent scoring system.
Actions such as opening emails, booking appointments, submitting forms, completing surveys, or making payments can contribute to a contact's score.
Higher scores can help identify more engaged contacts and give your team another way to prioritize follow-up.
Scoring can support simple lead-priority groups
One approach from the source page is to divide contacts into simple Cold, Warm, and Hot groups and then use those groups to guide follow-up and automation.
Engagement Scoring at a Glance
Before You Begin
Decide which activities should represent meaningful engagement before assigning point values.
- Identify the contact actions that matter most to your business.
- Decide which activities should add points.
- Decide whether actions such as DND or opt-outs should subtract points.
- Choose point values that reflect the relative importance of each activity.
- Decide whether you want simple Cold, Warm, and Hot score ranges.
- Plan how scores will be used in Smart Lists or workflows.
- Remember that score decay must be created separately if you want inactivity to reduce a score.
Where to Find Engagement Scores
Contact Record
Open a contact and locate the Contact Engagement Score area in the contact record.
Conversations View
When viewing a conversation, the engagement score may also appear in the right-side details panel depending on your layout and permissions.
Publish the score profile first
The engagement score typically appears after you create and publish a score profile under Settings → Manage Scoring.
How Engagement Scores Are Calculated
You control the point values through scoring rules. Different contact activities can add or subtract points based on the rules you create.
Email Engagement
Email opens and clicks can contribute points to the contact's engagement score.
Calendar Appointments
Appointment activity can include events such as bookings, reschedules, and cancellations.
Forms and Surveys
Form submissions and survey completions can be included in your scoring rules.
Payments and Invoices
Successful payments or paid invoices can be assigned points when those activities represent stronger engagement.
DND and Opt-Out Events
DND or opt-out events can be assigned negative points when you want those actions to reduce the engagement score.
Scores do not automatically decay over time
If you want inactive contacts to lose points, create a timed workflow that subtracts points after the period of inactivity you define.
Step-by-Step: Set Up Engagement Scoring
Create a score profile, define the rules, and publish it so scoring can apply to contacts.
Open Manage Scoring
Go to Settings → Manage Scoring.
Create a Score Profile
Create a Score Profile and give it a name and short description.
Add or Edit Rules
Define which contact actions should add or subtract points.
Set the Point Values
Assign the appropriate positive or negative value to each rule.
The source page uses +5 for an email open and -10 for a DND/opt-out as examples.
Save the Score Profile
Review the rules and click Save.
Publish the Score Profile
Click Publish so the scoring configuration can apply to contacts.
Filtering and Automation Ideas
Segment Contacts with Smart Lists
Create Smart Lists that group contacts according to their engagement scores.
Trigger Follow-Ups at a Score Threshold
Use workflows to start follow-up automation when a contact's score reaches the threshold you choose.
The source page uses Score ≥ 30 as an example.
Create Score Decay
Build a timed workflow that subtracts points when no activity is detected for a defined period.
Simple starting thresholds
The source page provides this example: Cold: 0–9, Warm: 10–29, and Hot: 30+.
These are starting examples rather than universal scoring requirements. Your point values and thresholds should reflect the activities you choose to score.
Engagement Scoring Best Practices
Frequently Asked Questions
What is engagement scoring and why is it important?
Can we use the Contact Engagement Score in workflows?
Does the engagement score automatically decrease over time?
Where can I see a contact’s engagement score?
When does the engagement score start showing up?
Continue Learning
Continue learning how engagement scoring can connect contact activity with workflows and conversation management.
