Who This Is For / When to Use
Accounts that want to measure contact engagement automatically
Teams using workflows to trigger outreach based on engagement level
Users segmenting contacts by behavior instead of static lists
What the Contact Engagement Score Is
The Contact Engagement Score is a numeric score assigned to each contact based on predefined engagement rules.
Each rule:
Tracks a specific contact action
Adds or subtracts points
Updates the contact score in real time
Common tracked actions include:
Email opens
Appointment confirmations
Tag additions
Replies or bookings
Enable and Manage Engagement Scoring
Open Manage Scoring
Go to Settings.
Open Manage Scoring.
Select Engagement Score.
Review Existing Scoring Rules
Each row represents a rule.
The Action defines what activity is tracked.
The Calculation defines how many points are added.
Understand Point Calculations
Points are added per qualifying action.
Multiple rules can apply to the same contact.
Scores increase cumulatively.
Add or Adjust Scoring Rules
Add a New Rule
Click + Add new rule.
Choose the action type.
Define how many points to add or subtract.
Save the rule.
Example: Tag-Based Engagement
You can increase a contact’s score when a specific tag is applied.
This is useful for:
Manual qualification
External triggers
Sales or support signals
Create a Workflow Using Engagement Score
Open Workflow Builder
Go to Automations.
Open Workflows.
Click Create Workflow.
Choose Start from Scratch.
Add the Contact Engagement Score Trigger
Click Add New Trigger.
Select Contact Engagement Score.
Name the trigger.
Set Score Conditions
Add a filter.
Choose Score.
Select a condition (example: Greater than or equal to).
Enter the score value.
Add Workflow Actions
After the trigger fires, you can add actions such as:
Send Email
Send SMS
Send Instagram DM
Apply tags
Notify users
Example: Instagram DM Action
Action runs only if the score condition is met.
The contact must have previously messaged the connected Instagram page.
Test Engagement Score Changes
Manually Add a Tag to a Contact
Go to Contacts.
Select one or more contacts.
Click Add Tags.
Apply a tag linked to a scoring rule.
Confirm Score Updates
The contact’s engagement score updates automatically.
Any workflow with matching score conditions will trigger.
How Engagement Score Triggers Behave
Triggers evaluate current score values
A contact can re-enter workflows if score conditions are met again
Score changes are processed in real time
Multiple workflows can use the same score trigger
Common Issues and Fixes
Workflow Does Not Trigger
Confirm the Engagement Score profile is published
Verify the score condition is correct
Ensure the contact action matches a scoring rule
Score Is Not Updating
Confirm the rule action actually occurred
Check that the rule is enabled
Verify the correct tag, email, or appointment is used
Trigger Fires Unexpectedly
Review overlapping scoring rules
Check for multiple rules adding points for the same action
FAQ
What is the Contact Engagement Score?
The Contact Engagement Score is a numeric value that measures how actively a contact interacts with your account, based on predefined engagement rules.
How is the score calculated?
The score is calculated by adding or subtracting points whenever a contact performs actions defined in the Engagement Score rules.
Can I customize scoring rules?
Yes. You can add, edit, or remove scoring rules in Settings > Manage Scoring at any time.
What workflow actions can be triggered by engagement score?
You can trigger emails, SMS, Instagram DMs, tag actions, internal notifications, and other workflow actions when score conditions are met.
Can engagement scores be used for segmentation?
Yes. Engagement scores can be used in workflow filters, smart lists, and automation logic to segment contacts by activity level.
Can engagement scores help with data management?
Yes. Engagement scores help identify inactive contacts, highly engaged contacts, and contacts ready for follow-up or removal.