What is the Contact Engagement Score and how do I set it up?

The Contact Engagement Score is a running point total that shows how actively a contact interacts with your agency. Opening emails, replying to texts, submitting a form or booking a care consultation can add points. Bounced emails or unsubscribes can take points away. Your team can then focus first on the families and referral partners who are most engaged.

Where to see a contact's score

• Contacts: open the contact's record and scroll to Contact Engagement Score.
• Conversations: open a conversation and find Contact Engagement Score in the right-hand panel. You can view or edit it there.

Set up scoring rules

This is usually done by an account admin.

1. Go to Settings, then Manage Scoring.
2. Click + Add New Rule.
3. Choose the action that should change the score and how many points to add or subtract.
4. Repeat for each rule you want.
5. Use the Draft / Publish toggle. Draft lets you build rules without affecting contacts. Publish turns scoring on for everyone.

To change or remove a rule later, use the three-dot menu next to it in the rules table.

Actions you can score

• Email events: opens and link clicks.
• Contact replied: by text, email or chat.
• Form submitted and Survey submitted.
• Appointment booked and Appointment status changed, such as a confirmed in-home assessment.
• Contact tag added or removed, such as "Referral Partner".
• Contact changed: a field update, such as a lead moving to "Qualified".
• Trigger link clicked.

Common questions

• Can different groups have different rules? No. Rules apply to all contacts. Use tags, Smart Lists and workflows to treat groups differently.
• Do scores go down over time on their own? No. To lower scores for inactive contacts, an admin can build a workflow that subtracts points after a period with no activity.
• Can a workflow start when a score reaches a level? Yes. For example, start a follow-up workflow when a contact's score goes above 20.
• Is there a history of score changes? Not built in.

Have a question about your own account? Submit a ticket and our team will follow up.