Engagement Scoring
Every scored record has a number from 0 to 100 and a label: cold, warm or hot. The number moves when something happens with that person, such as an email, a call or a meeting. You choose the points in Settings → Scoring.
How does the score move?
Section titled “How does the score move?”Open Settings → Scoring, click Add rule, and give one kind of interaction a number of points. The score is the running total of those points. It never goes below 0 or above 100.
Some email events move the score even if you have not added a rule for them. An open is worth 3 points and a click is worth 5. An email that cannot be delivered takes away 20. An unsubscribe takes away 50.
You can also add rules for interactions you log yourself: email sent, email received, email opened, meeting, phone call, note added, form submitted, social like, social comment, social message, and page viewed. Use a negative number when that interaction should lower the score.
What do cold, warm and hot mean?
Section titled “What do cold, warm and hot mean?”Two lines on the same page turn the number into a label. With the starting lines, cold is 0 to 25, warm is 26 to 60, and hot is 61 to 100. A score at the hot line or above is hot. A score at the warm line or above, but below hot, is warm. Anything lower is cold.
Change Warm threshold and Hot threshold, then click Save thresholds, if those lines do not match how your team works. For example, raise hot if only the strongest scores should stand out.
What happens when a record goes quiet?
Section titled “What happens when a record goes quiet?”A quiet record does not keep last quarter’s score. After 30 days with no activity, the score loses 5 points a day. After 60 days with no activity, it loses 10 points a day instead. It never goes below 0. A new interaction starts the quiet period over.
Points are not set to expire on each rule. The quiet-period drop is the same for every record.
How do I act when a score crosses a number?
Section titled “How do I act when a score crosses a number?”To act when a score crosses a number, create an automation with the trigger ‘Field crossed a number’ on Engagement score.
Open Automations from the main menu, add that trigger, choose Engagement score, and type the number. Then choose what should happen, such as updating a field, moving the record to another stage, adding a tag, or sending a notification. Scoring settings does not have its own list of actions for this.
Where do I see the score?
Section titled “Where do I see the score?”The number and the cold, warm or hot label show on the record and in lists, wherever you have chosen to show them. Sort by the score, or filter to a range, to work the highest ones first.
How do I change the rules?
Section titled “How do I change the rules?”Open Settings → Scoring.
- Add, edit or delete a rule for an interaction
- Set the warm and hot lines and click Save thresholds
The steps are in How to set up scoring rules.