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How to set up the contact engagement score and see it in Conversations

In Settings › Manage Scoring, click Add New Rule, pick the action (opened an email, replied, booked, paid…) and the points to add or subtract, then switch from Draft to Publish. The score shows on the contact record and in the right panel of Conversations.

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Before you start

  • You need access to Settings to create the rules; any user with access to Contacts or Conversations can see the scores.
  • Decide which actions earn points for your business (for example, booking an appointment is worth more than opening an email) and which ones take points away (email bounce, unsubscribe).
  • Rules apply to all contacts in the account; there are no separate rules per list or segment.
Where to find it

Settings › Manage Scoring › + Add New Rule

Step by step

Create the scoring rules

  1. Open Settings and click Manage Scoring.
  2. Leave the toggle on Draft while you build the rules: nothing changes on contacts until you're ready.
  3. Click + Add New Rule.
  4. Pick the action type that triggers the rule:
    • Email Events (opened, clicked a link)
    • Contact Changed (a custom field was updated)
    • Contact Tag (tag added or removed)
    • Payment Received
    • Contact Replied (email, SMS or chat)
    • Form Submitted, Order Form Submission and Order Placed
    • Survey Submitted
    • Trigger Link Clicked
    • Appointment Booked and Appointment Status Changed
  5. Enter how many points to add or subtract when the action happens.
  6. Save the rule and repeat for the other actions you care about.
  7. When everything looks right, switch the toggle to Publish. The rules start counting for all contacts in real time.

Edit or delete a rule

  1. In Manage Scoring, check the rules table: the Action column shows the condition and the Calculation column the points.
  2. Click the three dots (⋮) on the rule and choose Edit or Delete.

See a contact's score

  1. In Contacts, open the contact and scroll down the record to the Contact Engagement Score field.
  2. In Conversations, open the conversation: the right panel shows the Contact Engagement Score field for the contact you're talking to. You can view and change it there.

Tips

  • Use the score as a workflow trigger in Automation › Workflows: for example, when the score goes above 20, alert a salesperson; when it's low, start a re-engagement sequence.
  • Build a smart list filtered by score so your hottest contacts are always one click away.
  • To weight the same action differently, create separate rules with different triggers (for example, a regular trigger link and a special-offer link).

Common problems

  • I created rules but scores are still zero → The toggle is still on Draft. Switch it to Publish.
  • I want different rules for different lists → Not possible: rules apply to all contacts. Segment afterwards with smart lists, tags or custom fields and run different workflows per segment.
  • The score doesn't drop when the contact goes quiet → There is no automatic decay over time. Build a workflow with a timed wait that subtracts points from contacts who haven't interacted for a set period.
  • I can't see the score history → There is no change log for the score. If you need to track it over time, store the value in a custom field through a workflow at regular intervals.

Frequently asked questions

Can I trigger several workflows from the score?

Yes. Create one workflow per threshold (for example, above 10, above 20) with different actions.

Can I edit the score by hand?

Yes, in the right panel of the conversation or on the contact record, in the Contact Engagement Score field.

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