Contact Engagement Score

The engagement score is a running number attached to each contact that reflects how actively they're interacting with your business — a quick way to tell your hottest leads apart from ones that have gone cold, without manually reviewing their whole history.

How it's calculated

Every tracked interaction adds or subtracts points based on rules you define:

• Positive actions raise the score — opening an email, clicking a link, submitting a form, making a purchase, replying to a message, booking an appointment, responding to a survey.
• Negative actions lower it — an email bouncing, a contact unsubscribing.

You can assign custom point values to different actions so the score reflects what actually matters for your business.

Where you'll see it

The score is visible on the contact's profile and inside their conversation thread, so you can gauge their engagement level at a glance while you're talking to them.

How to put it to use

• Prioritize outreach toward your highest-scoring contacts, since they're the most actively engaged.
• Spot contacts whose scores are low or dropping and route them into a re-engagement or nurture sequence.
• Trigger a workflow automatically once a contact crosses a score threshold — for example, notifying a rep once someone becomes "sales-ready."

One thing to plan for

Scores don't automatically decay over time just because a contact goes quiet — if you want inactive contacts to lose points for lack of activity, you'll need to build that logic yourself with a workflow.