Contact Engagement score
The Contact Engagement Score is a powerful metric within Stack that helps you track, prioritize, and engage with leads based on their interactions. By assigning scores to actions like email opens, form submissions, and purchases, you can focus on high-score leads ready for conversion while nurturing those with lower scores to boost engagement.
What is Contact Engagement Score?
Section titled “What is Contact Engagement Score?”The Contact Engagement Score is a numerical value that reflects how actively a contact interacts with your business. Each interaction impacts the score based on predefined rules. Positive actions like link clicks or payments increase the score, while negative actions like email bounces or unsubscribes reduce it. This metric helps you prioritize high-value leads and identify those needing more nurturing.
Where to View Contact Engagement Scores
Section titled “Where to View Contact Engagement Scores”You can access engagement scores in various sections of Stack to quickly assess a contact’s interaction level:
Contacts Section
Section titled “Contacts Section”Within an individual contact’s profile in the Contacts section, scroll down to find the Contact Engagement Score dropdown among other details.
Conversations Section
Section titled “Conversations Section”In the Conversations section, view the engagement score of the contact you are actively communicating with. The score can be seen and edited from the Contact Engagement Score dropdown on the right-hand side.
Understanding Action Types in Engagement Score Rules
Section titled “Understanding Action Types in Engagement Score Rules”When setting up a new engagement score rule, you have several action types to choose from, determining when the rule is triggered. Here’s a breakdown of available action types:
- Email Events: Increase the score when a contact opens an email or clicks a link, helping you track active engagement.
- Contact Changed: Adjust scores based on profile updates, such as moving a lead from “New” to “Qualified.”
- Contact Tag: Adding or removing tags can impact scores, like tagging a contact as a “VIP Customer.”
- Payment Received: Add points when a payment is received, indicating a higher level of interaction.
- Contact Replied: Increase scores when a contact replies to a message, identifying responsive leads.
- Form Submitted: Add points for form submissions to track interested leads.
- Order Form Submission: Recognize sales-ready leads when an order form is submitted.
- Order Placed: Increase scores for contacts who make a purchase.
- Survey Submitted: Award points for survey submissions, recognizing engaged contacts.
- Trigger Link Clicked: Track interest in specific content by adding points for trigger link clicks.
- Appointment Booked: Increase scores for contacts booking appointments, indicating strong intent.
- Appointment Status Changed: Adjust scores based on appointment confirmations or cancellations.
How to Set Up and Manage Score
Section titled “How to Set Up and Manage Score”Score rules define how points are assigned based on contact interactions, helping you measure engagement effectively.
Access Manage Scoring Menu
Section titled “Access Manage Scoring Menu”To get started, navigate to Settings > Manage Scoring. Here, you can view existing scoring rules and create new ones.
Draft vs. Publish Toggle
Section titled “Draft vs. Publish Toggle”Use Draft Mode to make changes without affecting live data. Once ready, switch to Publish Mode to activate the score system for all contacts.
+ Add New Rule Button
Section titled “+ Add New Rule Button”Click the + Add New Rule button to create custom engagement rules based on specific actions, tailoring scoring to your needs.
Scoring Rules Table
Section titled “Scoring Rules Table”The Scoring Rules Table displays all existing rules, allowing you to track and modify your engagement tracking setup.
- Action Column: Lists conditions that trigger score adjustments, like “email opened” or “appointment booked.”
- Calculation Column: Shows points added or subtracted based on the action.
- Three-Dot Menu (⋮) for Each Rule: Edit or delete rules to adapt your scoring criteria as strategies evolve.
Frequently Asked Questions
Section titled “Frequently Asked Questions”Q: Can I apply different engagement score rules to different contact segments or lists?
A: Engagement scoring applies globally to all contacts. However, you can create smart lists or use tags and custom fields to segment contacts and apply engagement-based workflows for specific criteria.
Q: Does the engagement score automatically decrease over time if a contact stops interacting?
A: No, Stack does not include an automatic score decay feature. Set up an automation workflow with timed triggers to subtract points for inactivity, like no email opens or replies in 60 days.
Q: Can I assign different weightings to the same action based on different conditions?
A: Currently, condition-based weightings for the same action aren’t supported. Create multiple rules for similar actions with different triggers, like assigning +5 points for a regular link click and +10 for a high-priority promotional link.
Q: How does the engagement score affect automated workflows, and can I trigger multiple workflows based on score changes?
A: Yes! Use engagement scores as workflow triggers in the Automations section. Create workflows that launch when a score crosses a threshold to trigger sales outreach, email sequences, or nurture campaigns.
Q: Can I track historical engagement score changes to see how a contact’s engagement evolves over time?
A: While Stack doesn’t provide a built-in historical log, you can log score changes in a custom field or use an automation workflow to store score snapshots at regular intervals, tracking engagement trends over time.