What is Contact Engagement Score?

The Contact Engagement Score is "a numerical value that tracks how actively a contact interacts with a business." Each interaction adjusts the score based on predetermined rules—positive actions like link clicks or payments increase it, while negative actions like bounces or unsubscribes decrease it.

Where to View Contact Engagement Scores

Contacts Section: Access individual contact profiles and scroll down to locate the engagement score dropdown.

Conversations Section: View and edit the score via the dropdown on the right side when communicating with a contact.

Understanding Action Types in Engagement Score Rules

The platform supports multiple action types that trigger scoring adjustments:

• Email Events: Opens, link clicks
• Contact Changed: Custom field updates
• Contact Tag: VIP or status designations
• Payment Received: Purchase transactions
• Contact Replied: Email, SMS, or chat responses
• Form Submitted: Lead generation forms
• Order Form Submission: Purchase intent forms
• Order Placed: Completed purchases
• Survey Submitted: Feedback responses
• Trigger Link Clicked: Promotional links
• Appointment Booked: Demo or consultation scheduling
• Appointment Status Changed: Confirmations or cancellations

How to Set Up and Manage Score