Stage and Engagement Scores provide an easy way to prioritize and personalize your communication based on contact engagement levels and lifecycle stages. With this feature, you can automatically categorize your contacts and use that data to optimize your workflows.
Note: While they both describe key information about the contact, Stage and Engagement scores are not related to each other. A change in one will never impact the other and vice versa, as both are calculated separately.
Each contact has both a Stage and an Engagement Score. You can view these by opening the Contact details side panel either from a conversation within your Inbox or by selecting a contact from your Contacts page. The Stage and an Engagement Score are displayed directly below the contact’s name and phone number.
Stages
A contact’s Stage describes its current lifecycle stage. There are 8 possible stages:
Created
Contact is created in the database.
Contacted
Contact has been sent a delivered message.
Interested
Contact shows interest in a specific user’s messages.
Consideration
Contact has the intent to make a decision.
Decision (set manually only)
Contact is in the process of making a final decision.
Retention (set manually only)
Contact has decided to use your service (buy your product, accept your job offer, etc).
Advocacy (set manually only)
Contact has become a vocal proponent of the service.
Disqualified
Contact is not eligible for future messaging (they have opted out or their number cannot be reached).
The Created and Disqualified stages are entirely automatic and cannot be manually set. They do not appear as options on the dropdown stages list. Created is the default stage for a contact who has not yet been contacted, and Disqualified is for contacts who have opted out of messaging or otherwise cannot be reached.
The Contacted, Interested, and Consideration stages are all open stages. Open stages update automatically unless they are manually set by the user. As you message back and forth with your contact, the stage will automatically be assigned to the stage that best fits based on the conversation.
At any point you can choose to set the stage manually instead. To do this, click on the dropdown arrow on the current stage and select the stage you’d like to assign.
Assigning a stage manually will turn off automatic stage assignment until you choose to re-enable it. To go back to automatically assigning a stage, click on the dropdown arrow of the current stage and select Use automatic stage. This will restore the last stage that was automatically detected.
The Decision, Retention, and Advocacy stages are closed stages, meaning that they are never automatically assigned. To assign one of these stages to a contact, you must select it yourself using the dropdown stage menu.
Engagement Scores
Engagement scores describe how engaged the contact currently is within your conversation. There are three possible engagement scores: Cold, Warm, and Hot. Engagement score is displayed right next to the contact’s Stage on the Contact details panel.
Engagement scores are calculated using AI and are updated with every new inbound message. They take into account all messages within the conversation, using that context to best assign an engagement level. Cold indicates a low level of engagement, Warm a medium level, and Hot a high level.
After receiving each inbound message, an engagement score is assigned. If you feel like this score isn’t accurate, there is an option to suggest a more appropriate score. Please note that this suggestion feature does not change the score itself, but instead provides our team valuable feedback that we will use to improve future iterations of the scoring system.