Workflow Trigger: Contact Engagement Score

A Contact Engagement Score Trigger is a handy tool that starts actions in a workflow when a contact's Engagement Score changes. It helps users keep track of how engaged their contacts are, allowing for timely and relevant communication.

To determine the score, users often monitor various activities between the contact and the organization. These activities can involve actions like reading emails, scheduling appointments, completing forms, and others. Each type of activity can be assigned a different level of importance based on its relevance.

1: Manage Scoring

Edit Score Profile Name and Description: With Score Builder, you can easily change the name and description of your score profiles to fit your business needs and goals.

Draft/Publish: The score profile starts in draft mode. Once you publish it, the score will be updated for all contacts.

Trigger Description

This trigger helps you sort contacts into a workflow based on their Engagement Score and other details about them. It automates tasks like sending follow-ups, grouping highly engaged contacts, or changing marketing strategies based on certain criteria.

Trigger Detail

Available Conditions Include:

• Equal to a score
• Not equal to a score
• Greater than a score
• Greater than or equal to a score
• Less than a score
• Less than or equal to a score
• Is empty
• Is not empty

How to Use Contact Engagement Score Triggers:

1. Navigate to the workflow section within Referins platform and either create a new workflow or select an existing one to edit.

1. Click on "Add New Workflow Trigger" to initiate the trigger setup process.
   
2. Define Engagement Score Thresholds: Begin by establishing thresholds for your Contact Engagement Scores. Determine what constitutes low, medium, and high levels of engagement based on your business objectives and customer behavior patterns.
3. Configure Trigger Conditions: Utilize the customizable filters to configure trigger conditions that align with your engagement goals. For example, set triggers to activate when a contact's Engagement Score exceeds a certain threshold or when it falls below a specified level.
4. 

1. Save,Publish,Test and Refine:
   Press "Save" in the top right corner of your browser to save the workflow.When ready, enable the workflow by setting the toggle switch to "Publish."Before deploying Contact Engagement Score Triggers at scale, thoroughly test your workflows to ensure they function as intended. Monitor the performance of your triggers and make adjustments as necessary to optimize engagement strategies.
   

NOTE: For an in-depth overview of Workflow Testing see our article, “Using the Testing Features in Workflows”

1. Monitor and Iterate: Continuously monitor the impact of Contact Engagement Score Triggers on your engagement metrics. Analyze feedback and data to identify areas for improvement and refine your workflows accordingly.

Example

In this scenario, the Contact Engagement Score trigger captures contacts with a score greater than 195 in the Education niche. When a contact meets both criteria, they will be added to the workflow for a follow-up email campaign

Key Features of Contact Engagement Score Triggers:

1. Automated Activation: Contact Engagement Score Triggers automate the initiation of workflow actions based on fluctuations in Engagement Scores. This automation eliminates the need for manual intervention, allowing businesses to maintain consistent engagement levels effortlessly.
2. Customizable Filters: Users can apply customizable filters to tailor workflow triggers based on specific numerical conditions of the Engagement Score. These filters provide granular control over when workflows are activated, ensuring precision in engagement strategies.

Frequently Asked Questions (FAQs) about Contact Engagement Score Triggers

1. What is a Contact Engagement Score Trigger and how does it work?

A Contact Engagement Score Trigger is an automation feature that activates workflow actions based on changes in a contact’s Engagement Score. This score reflects how engaged a contact is with your communications and interactions. By setting triggers based on specific Engagement Score thresholds, you can automate responses, follow-ups, or other actions to improve and manage engagement effectively.

2. What conditions can I use to configure Contact Engagement Score Triggers?

You can configure triggers using the following conditions:

• Equal to a score: Activates when the Engagement Score exactly matches a specified value.
• Not equal to a score: Activates when the Engagement Score does not match a specified value.
• Greater than a score: Activates when the Engagement Score exceeds a specified value.
• Greater than or equal to a score: Activates when the Engagement Score is greater than or equal to a specified value.
• Less than a score: Activates when the Engagement Score is below a specified value.
• Less than or equal to a score: Activates when the Engagement Score is less than or equal to a specified value.
• Is empty: Activates when the Engagement Score field is empty.
• Is not empty: Activates when the Engagement Score field is not empty.

3. How do I set up a Contact Engagement Score Trigger?

1. Navigate to the Workflow Section:
   • Go to the workflow section in your platform and either create a new workflow or select an existing one to edit.
2. Add New Workflow Trigger:
   • Click on "Add New Workflow Trigger" to start the setup process.
3. Define Engagement Score Thresholds:
   • Set thresholds for your Contact Engagement Scores to define what constitutes low, medium, and high engagement based on your objectives.
4. Configure Trigger Conditions:
   • Use the customizable filters to specify the conditions under which the trigger should activate. For instance, you might set triggers for when a contact's score exceeds a certain value or drops below a specific level.
5. Save, Publish, Test, and Refine:
   • Press "Save" to store your workflow.
   • Enable the workflow by setting the toggle switch to "Publish."
   • Test the workflow to ensure it functions correctly. Adjust based on performance and feedback to optimize your engagement strategies.
6. Monitor and Iterate:
   • Continuously track the performance of your triggers and refine them based on data and feedback to improve engagement outcomes.

4. Can I set up multiple triggers within a single workflow?

Yes, you can set up multiple Contact Engagement Score Triggers within a single workflow. Each trigger can be configured with different conditions and thresholds, allowing for a more nuanced approach to managing contact engagement.

5. What are some best practices for using Contact Engagement Score Triggers?

• Define Clear Objectives: Establish what you want to achieve with your Engagement Score triggers, such as increasing engagement or reactivating inactive contacts.
• Segment Contacts: Use different score thresholds to create targeted workflows for various levels of engagement.
• Test Thoroughly: Before fully deploying, test your triggers to ensure they work as expected and make any necessary adjustments.
• Monitor Performance: Regularly review how the triggers impact engagement metrics and refine your workflows based on performance data.

6. What should I do if the trigger isn’t working as expected?

• Check Conditions: Ensure that the conditions and thresholds are set up correctly.
• Verify Data: Confirm that the Engagement Scores are being accurately recorded and updated in your system.
• Review Workflow: Make sure that the workflow is saved and published correctly.
• Consult Documentation: Refer to support resources or documentation for troubleshooting tips.
• Test Again: Re-test the workflow to identify any issues or verify fixes.

7. How can I analyze the impact of my Contact Engagement Score Triggers?

• Review Statistics: Monitor the statistics provided for each trigger to see how many contacts are being affected.
• Track Engagement Metrics: Analyze metrics such as response rates, interaction levels, and conversion rates to gauge the effectiveness of your triggers.
• Gather Feedback: Collect feedback from users and stakeholders to understand the impact and make necessary adjustments.