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The Contact Engagement Score gives every contact a numeric score that reflects how actively they are interacting with your business. Use it to prioritize high-value conversations, identify contacts who need more nurturing, and make informed decisions about where to focus your team’s time.
Contact engagement score

Contact engagement score — the score profile configuration with rules and point values

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How scoring works

Engagement scores are built on customizable score profiles with configurable rules. You control exactly which behaviors add or subtract points.

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Draft vs. published

A score profile starts in Draft mode. Once published, the score becomes active and is applied to all contacts in your account. You can return to draft to make changes before republishing.

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Building scoring rules

1

Name the score profile

Edit the profile name and description to reflect its purpose (e.g., “Lead Engagement Score” or “Re-engagement Score”).
2

Add rules

Define which contact behaviors add or subtract points. Examples:
  • +10 points when a contact clicks a trigger link
  • +5 points when a contact opens an email
  • -5 points when a contact goes 30 days without interaction
3

Save changes

Save after adding or editing each rule so the profile stays current.
4

Publish

When ready, publish the profile. Scores are immediately calculated and visible across all contacts.
  • Add points — reward positive engagement behaviors (clicks, replies, form submissions, bookings).
  • Subtract points — penalize inactivity or negative signals (unsubscribes, long silence periods).
  • Rules can be edited at any time; changes take effect after saving and republishing.
Engagement score in conversations

Conversations inbox — engagement score displayed alongside each contact for priority-based sorting

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Using scores in Conversations

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Viewing scores

Engagement scores appear alongside each contact in your Conversations inbox. High scores identify contacts with the most active interaction.

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Sorting by score

Sort your conversation list by engagement score to surface the highest-priority contacts at the top of your queue.

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Filtering by score range

Use the Engagement Score quick filter to show only contacts within a specific score range — for example, show only contacts with a score above 50 for immediate sales outreach, or below 10 for re-engagement campaigns.
Combine the Engagement Score filter with other quick filters (like Last Message Channel or Assigned) to build highly targeted conversation views, then save them as named Views for reuse.
Filter by engagement score

Quick filter by engagement score — filter conversations to surface high-priority or at-risk contacts

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Strategic uses

Last modified on March 4, 2026