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Overview
This guide explains how engagement scores work for contacts in GROW. The engagement score gives you a quick view of how actively a contact interacts with your messages. It’s especially useful when deciding who to follow up with, who to include in campaigns, or who might need re-engagement.
Prerequisites
Before you begin:
- You must have the engagement score feature activated
- You must have access to the Contacts tab in GROW
- Your account must have been sending emails or SMS to contacts
- Engagement score is calculated based on tracked activity over time
Step 1: What is the engagement score?
Each contact in GROW has an engagement score that ranges from 0 to 10. This score reflects how recently and how often a contact interacts with your messages — such as:
- Opening emails
- Clicking links
- Replying to messages
Tip: Higher scores = more engaged contacts.
Step 2: Where to view the engagement score
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Go to Contacts from the left-hand menu.
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Open an individual contact record.
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Look for the engagement score icon at the top of the contact’s profile card.
You’ll see a number between 0 and 10.
Step 3: What each score means
Here’s a general breakdown of what the score tells you:
- 8–10 = Highly engaged
- 5–7 = Moderately engaged
- 1–4 = Low engagement
- 0 = No engagement
Tip: Scores are based on a rolling 30-day window — if a contact hasn’t opened, clicked, or replied recently, their score will drop over time.
Expected outcome
You’ll be able to view each contact’s engagement score directly in their profile and use this number to segment your audience or tailor your campaigns.
Troubleshooting / FAQs
Q: Why does a contact have a score of 0?
A: This means they haven’t engaged with any recent messages (email or SMS) in the past 30 days.
Q: Can I sort contacts by engagement score?
A: Not directly in the contact list. To focus on engaged users, you can filter by actions like email opened or email clicked instead.
Q: How often are scores updated?
A: Scores are calculated based on recent engagement activity within the last 30 days and update automatically over time.
Still need help?
Reach out to our support team via [email protected]
