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.

• Rule Customization: The system allows you to edit and fine-tune your scoring rules as needed
• Add or Subtract Points: You have full control over the scoring rules. Using the score builder, you can create rules to add or subtract points based on specific criteria, such as engagement, behavior, or any other relevant factors.
• Saving Changes: Once any new rule is added or an old rule is edited, the changes need to be saved to the score profile

• 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: 

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, and 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.