A Contact Engagement Score helps you gauge how much a contact or lead is interacting with your business. You can use it to prioritise communication efforts, lead nurturing, and sales prospecting. Here's what you need to know.

To manage and customise your Contact Engagement Score, navigate to Settings > Manage Scoring.

Manage Scoring

Draft/Publish

By default, the score profile is in draft state. Once you publish it, the score will apply to all your contacts. Publishing and saving the score profile makes it active and applicable to all contacts or leads.

Edit Score Profile Name and Description

You can customise the name and description of your score profiles to match your specific business needs. This ensures your scoring system works for your organisation's unique requirements.

Rules and Score Builder

  • Rule Customisation: You can fine-tune and edit scoring rules as needed. This flexibility lets you adapt your scoring system to changing circumstances or priorities.
  • Add or Subtract Points: The score builder gives you control over your scoring rules. You can create rules to add or subtract points based on specific criteria, such as engagement level, behaviour, or other relevant factors. This allows for a detailed assessment of contact engagement.
  • Saving Changes: Whenever you add a new rule or edit an existing one, save the changes to your score profile. This ensures your scoring system reflects the latest criteria and rules.

Sorting and Filtering in Conversations

Score Display

In the conversations module, you can easily see the engagement scores for each contact. This visual representation helps you quickly identify contacts with the highest scores, showing those with the most active engagement.

You can also apply filters to target contacts who meet specific score criteria.

Sort Contacts

You can sort contacts based on their engagement scores. Sorting this way helps you prioritise high-priority leads and identify contacts that may need more nurturing or follow-up.

Filtering Options

Filtering contacts based on score ranges is a powerful segmentation tool. You can group contacts with similar engagement levels, enabling targeted communication and marketing efforts. For example, contacts with high scores may be targeted for immediate sales outreach, while those with lower scores may benefit from additional nurturing campaigns.

In summary, a Contact Engagement Score is a dynamic metric that helps you assess and prioritise your interactions with contacts or leads. It's built on customisable scoring profiles and flexible rules, and gives you visibility into contact scores for efficient sorting and filtering. This lets you make informed decisions about your engagement strategies and allocate resources effectively based on contact engagement levels.