Contact engagement score

A contact engagement score is planned for HLB. It would give each contact a score that would reflect how actively they engage with your business, so you could see which contacts would be most interested and which would need more nurturing.

The score would be built from interactions you track, such as email opens, calendar appointments and form submissions. Each type of interaction could be weighted differently based on how much it matters to you. For example, you could count a booked appointment more than an email open.

Setting up scoring

In the score builder, you would name and describe your score profile, then create rules that would add or subtract points based on criteria such as engagement or behavior. You would save your changes after adding or editing rules. Profiles would start as drafts, and once published, scores would apply to all contacts.

Using the score

In conversations, the score would show next to each contact. You could sort contacts by score to find high-priority people first, and filter by score range to group contacts with similar engagement.

Workflows could respond to the score too:

• A contact engagement score trigger would start a workflow on a score change, with conditions such as equal to, greater than, less than, empty or not empty.
• A modify contact engagement score action would add or subtract points.

You could use these to send a follow-up on a score drop, offer a reward at a high score, route contacts into different campaigns by score, or review contacts with no score as possibly inactive.