The Contact Engagement Score helps you track, prioritise and engage with leads based on how much they interact with your business. You assign scores to actions like email opens, form submissions and purchases. Then you can focus on high-score leads who are ready to convert, and nurture low-score leads to improve engagement. In this article, you'll learn how to set up engagement scoring and where to view scores in ZipLeads.
What is Contact Engagement Score?
The Contact Engagement Score is a number that tracks how actively a contact interacts with your business. Each interaction changes the score based on rules you set. Positive actions, like link clicks or payments, increase the score. Negative actions, like email bounces or unsubscribes, reduce it. This means the score accurately reflects a contact's engagement level.
By assigning points to actions like email opens, form submissions and purchases, you can prioritise high-value leads and spot those who need more nurturing.
Where to View Contact Engagement Scores
You can see engagement scores in a couple of places in ZipLeads, so you can quickly check how engaged a contact is. Here are the two main places to find them.
Contacts Section
Open an individual contact's profile in the Contacts section. Scroll down to find the Contact Engagement Score dropdown among the other details.
Conversations Section
In the Conversations section, you can see the engagement score of the contact you're talking with. As shown in the screenshot, you can view and edit the score from the "Contact Engagement Score" dropdown on the right-hand side.
Understanding Action Types in Engagement Score Rules
When you set up a new engagement score rule in Manage Score, you choose an action type. The action type decides when the rule is triggered. Here's a breakdown of every action type and how you can use it to track engagement.
Email Events: When a contact interacts with an email, like opening it or clicking a link, their engagement score can increase. This makes it easy to see who is actively engaging with your emails and who might be interested in your offers.
Contact Changed: If a contact's details change, such as when a custom field is updated, their engagement score can be adjusted. This helps you track engagement based on profile updates, like when a lead moves from "New" to "Qualified".
Contact Tag: Adding or removing a contact tag can also change the engagement score. For example, if a contact is tagged as a "VIP Customer", they might get extra points, so you can prioritise engaged, high-value customers.
Payment Received: When a payment is received, you can add engagement points to reflect a higher level of interaction. This makes it easy to tell the difference between leads who are just browsing and those who have bought something.
Contact Replied: If a contact replies to a message, whether it's an email, SMS or chat, their engagement score can increase. This helps you see which contacts are actively responding and more likely to convert.
Form Submitted: Submitting a form, like a lead generation or contact request form, can add points to a contact's engagement score. This lets you track which leads are showing strong interest and may need a follow-up.
Order Form Submission: When a contact submits an order form, it's a sign they're interested in buying. Adding engagement points helps you spot sales-ready leads.
Order Placed: If a contact places an order, their engagement score can increase. This makes it easy to track customers who have gone beyond interest and actually bought a product or service.
Survey Submitted: Submitting a survey is also a sign of engagement. Awarding points when a contact gives feedback helps you recognise people who are actively taking part and sharing useful insights.
Trigger Link Clicked: Clicking a trigger link, such as a promotional or special offer link, shows interest in specific content. Adding points helps you track contacts who engage with your key calls to action.
Appointment Booked: When a contact books an appointment, like a demo or consultation, it's a strong sign of intent. Increasing their engagement score helps you prioritise follow-ups with contacts who are ready for the next step.
Appointment Status Changed: Appointment status changes, such as confirmations or cancellations, can also affect engagement scores. This helps you see which contacts follow through on scheduled meetings and which might need a reminder or re-engagement.
How to Set Up and Manage Score
Score rules decide how points are given based on contact interactions, so you can measure engagement properly. In this section, you'll learn how to create, customise and manage score rules. Keeping your rules up to date keeps your engagement tracking accurate and useful.
Access Manage Scoring Menu
To get started, go to Settings > Manage Scoring. Here you'll find all your existing scoring rules, and you can create new ones.
Draft vs. Publish Toggle
Draft Mode lets you change engagement scoring rules without affecting live data. This is handy when you're setting up new rules or making adjustments before applying them to contacts. When you're ready, switch to Publish Mode to make the scoring system active for all contacts. Engagement tracking then updates in real time.
+ Add New Rule Button
Click the + Add New Rule button to create custom engagement rules based on specific actions. This lets you tailor engagement scoring to your needs by choosing which interactions add to or reduce a contact's score.
Scoring Rules Table
The Scoring Rules Table shows all your existing engagement score rules, so you can track and change your setup.
Action Column: Lists the conditions that trigger score changes, such as "if an email is opened" or "if a contact books an appointment".
Calculation Column: Shows how many points are added or taken away for the selected action.
Three-Dot Menu (⋮) for Each Rule: Each rule has a three-dot menu where you can edit or delete it. This gives you flexibility to change your scoring as your engagement strategy evolves.
Frequently Asked Questions
Q. Can I apply different engagement score rules to different contact segments or lists?
Yes, but not directly in the Manage Score section. Engagement scoring applies to all contacts in your account. However, you can use smart lists, tags and custom fields to segment contacts, then set up engagement-based workflows that trigger different actions based on specific criteria.
Q. Does the engagement score automatically decrease over time if a contact stops interacting?
No, the ZipLeads engagement score doesn't automatically decrease over time. If you want scores to drop for inactive contacts, set up an automation workflow with timed triggers that subtracts points when a contact hasn't interacted for a certain period (for example, no email opens or replies in 60 days).
Q. Can I assign different weightings to the same action based on different conditions?
Not at the moment. The Manage Score section doesn't support condition-based weightings for the same action. However, you can create multiple rules for similar actions with different triggers. For example, you could give +5 points for clicking a regular email link and +10 points for clicking a high-priority promotional link, using different trigger conditions.
Q. How does the engagement score affect automated workflows, and can I trigger multiple workflows based on score changes?
Yes! You can use engagement scores as workflow triggers in the Automations section. Create workflows that start when a contact's score crosses a threshold (for example, greater than 20) to kick off sales outreach, email sequences or nurture campaigns. You can trigger multiple workflows at different score levels to automate lead qualification and engagement.
Q. Can I track historical engagement score changes to see how a contact's engagement evolves over time?
Not directly. ZipLeads doesn't currently have a built-in history log for engagement score changes. As a workaround, you can log score changes in a custom field, or use an automation workflow to record the score at regular intervals. This lets you track engagement trends and analyse how a contact's interaction level changes over time.