Who This Is For / When to Use
This feature is for:
Sales teams prioritizing high-intent leads
Marketing teams segmenting audiences by behavior
Support and success teams identifying disengaged contacts
Use Engagement Scoring when you want a single, measurable indicator of how invested a contact is in your business.
What Engagement Scoring Is
Engagement Scoring assigns a numerical score to each contact based on defined actions.
Scores reflect:
Positive engagement (activity, interaction, purchases)
Negative engagement (inactivity, unsubscribes, complaints)
The score updates automatically as contacts interact with your emails, forms, payments, calendars, and other Kyrios features.
Why Engagement Scoring Matters
Engagement Scoring allows you to:
Identify high-value, ready-to-convert contacts
Detect early signs of disengagement or churn
Segment contacts for smarter automation and campaigns
Personalize outreach based on real behavior
Each score gives immediate context without reviewing the full contact timeline.
How Engagement Scoring Works
Engagement scores are calculated using scoring rules.
Each rule defines:
A contact action
A positive or negative point value
Optional conditions (such as tags, phrases, or values)
Scores increase or decrease automatically as actions occur.
How to Create or Manage Engagement Scoring
Go to Settings
Select Manage Scoring
Open Contact Engagement Scores
Kyrios includes example scoring rules by default.
You can:
Edit existing rules
Add new scoring rules
Remove rules that do not match your business priorities
Defining Engagement Goals
Before configuring scores, define what engagement means for your business.
Examples:
High engagement: frequent logins, purchases, form submissions
Churn risk: inactivity, unsubscribes, email complaints
Clear goals ensure your scoring model reflects real value.
Assigning Weights to Actions
Assign point values based on importance.
Common weighting approach:
High impact actions: +5 points
Medium impact actions: +3 points
Low impact actions: +1 point
Negative actions should subtract points based on severity.
Key Scoring Areas
Email Engagement
Positive actions:
Email opened (medium)
Link clicked (high)
Negative actions:
Email bounced (low)
Spam complaint (medium)
Unsubscribed (high negative)
Contact Information Activity
Positive indicators:
Do Not Disturb status changes
Tag updates
Custom field updates
These actions indicate continued interaction, even if indirect.
User Activity
Common high-impact actions:
Login frequency
Form submissions
Order form submissions
Orders placed (optionally weighted by cart value)
Survey submissions
Trigger link clicks
Weights should reflect how closely each action ties to revenue or retention.
Advanced Scoring Options
Time Decay
Reduce the impact of older actions so recent behavior matters more.
Action Sequences
Award higher scores for completing defined behavior chains.
Example:
Form submitted + payment received
Negative Score Caps
Set a maximum negative score to avoid permanently penalizing inactive contacts.
Using Engagement Scores
Engagement scores can be used to:
Segment contacts into high, medium, and low engagement groups
Trigger workflows based on score thresholds
Identify contacts at churn risk
Personalize onboarding, support, and marketing journeys
Scores are fully usable in filters, workflows, and reporting.
Ongoing Optimization
Best practices:
Review scoring rules regularly
Adjust weights as business priorities change
Monitor score trends over time
Test scoring models using A/B workflows
Engagement scoring should evolve as your business evolves.
List of Available Scoring Actions
Email Events
Bounced
Opened
Clicked
Complained (SPAM)
Unsubscribed
Contact Changed
Do Not Disturb
Tags added or removed
Custom field changed
Contact Tag
Tag added
Tag removed
Payment Received
Payment status
Source
Contact Replied
Contains phrase
Exact match phrase
Has tag
Does not have tag
Form Submitted
Form is
Order Form Submission
Submission type
In funnel or website
Order Placed
Cart value
Survey Submitted
Survey is
Trigger Link Clicked
Trigger link
Contact Booked Appointment
Contact tag
In calendar
Appointment
Status
FAQ
What does an engagement score represent?
An engagement score is a numerical value representing how actively a contact interacts with your business across Kyrios.
Do engagement scores update automatically?
Yes. Scores update in real time as contacts perform tracked actions.
Can engagement scores be used in workflows?
Yes. Engagement scores can be used as conditions and triggers in workflows.
Are negative scores allowed?
Yes. Negative scoring is supported and commonly used for unsubscribes, complaints, or inactivity.
Can I customize scoring rules later?
Yes. Scoring rules can be edited, added, or removed at any time.