Contact Engagement Score Setup in Sparkforge

The Contact Engagement Score is a number that tracks how active a contact is. Email opens, link clicks, payments, and replies push it up. Bounces and unsubscribes drag it down. Use it to rank leads and trigger workflows.

Where to view scores

Contacts section

Open a contact's profile and scroll to the Contact Engagement Score dropdown.

Conversations section

Open any conversation. The engagement score sits in the right-hand panel and is editable inline.

Action types you can score

• Email Events — opens, link clicks.
• Contact Changed — custom field updates (e.g., status moves from New to Qualified).
• Contact Tag — tag added or removed (e.g., +10 for VIP Customer).
• Payment Received — score bumps when money lands.
• Contact Replied — any inbound message across email, SMS, or chat.
• Form Submitted — lead forms, contact requests.
• Order Form Submission — buying intent signal.
• Order Placed — completed purchase.
• Survey Submitted — feedback engagement.
• Trigger Link Clicked — promo or special-offer links.
• Appointment Booked — strong intent to talk.
• Appointment Status Changed — confirmations, cancels, no-shows.

Set up scoring rules

1. Go to Settings > Manage Scoring.
2. Click + Add New Rule.
3. Pick an action type and configure the trigger.
4. Set point value (positive or negative).
5. Save.

Use Draft Mode to stage rule changes without affecting live data. Switch to Publish Mode when you're ready.

Scoring Rules Table

The table lists every active rule. The Action column shows the trigger, the Calculation column shows points added or subtracted, and the three-dot menu lets you edit or delete.

Frequently Asked Questions

Can different segments use different scoring rules?

No. Engagement scoring applies globally. To get segment-specific behavior, layer Smart Lists, tags, or custom fields on top and trigger workflows from the score.

Does the score decay automatically over time?

No. There's no built-in decay. Build a workflow with a timed trigger that subtracts points when a contact hasn't engaged in a set window (for example, no opens or replies in 60 days).

Can the same action carry different point values based on context?

Not directly. Workaround: create multiple rules with different triggers — for example, +5 for any link click and +10 for a specific high-priority promo link.

Can engagement scores trigger workflows?

Yes. Use the score as a workflow trigger to fire sales outreach, nurture sequences, or alerts when a contact crosses a threshold.

Is there a history log of score changes?

Not natively. Store snapshots in a custom field via a workflow on a recurring schedule if you need historical tracking.