How to Track Contact Engagement Scores in HighLevel

Imagine this. You have a massive database of 5,000 leads. Your sales team comes in on Monday morning, grabs their coffee, and starts dialing alphabetically from the top of the list. They spend four grueling hours leaving voicemails for people who have not opened a single email in six months.

Meanwhile, down at the bottom of the list, a hot prospect just opened three of your emails, clicked a pricing link, and submitted a contact form. But because your list is just a static spreadsheet, your team will not call them until Thursday. By the time you finally reach out, they have already signed a contract with your biggest competitor. You are bleeding sales because you are treating every lead equally.

You cannot scale an agency if your sales team is flying blind. HighLevel fixes this instantly with the Contact Engagement Score. You can automatically assign positive or negative points to leads every time they interact with your brand, bubbling your hottest, ready-to-buy prospects straight to the top of your pipeline. Let us get your lead scoring dialed in right now.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Access the Scoring Engine

First, we need to build the mathematical rules that will grade your leads.

1. Navigate to Settings from your main dashboard.
2. Click on the Manage Scoring menu. This is your command center where you will find all existing scoring rules and build new ones.

Part 2: Build Your Custom Rules

Let us tell the system exactly what actions are valuable to your agency.

1. Click the + Add New Rule button.
2. Choose your action type. The system can track everything. You can assign points when a lead triggers Email Events (like opening or clicking), hits Form Submitted, gets a Contact Tag added, or has an Appointment Booked.
3. You can even track massive buying signals like Order Form Submission and Payment Received.

Part 3: Manage and Edit Your Scores

Keep your rules organized so your tracking stays perfectly accurate.

1. Look at your Scoring Rules Table. This displays every active rule you have built.
2. The Action column shows the exact condition (e.g., “if an email is opened”), while the Calculation column shows exactly how many points are added or subtracted.
3. Need to make a change? Click the three-dot menu (⋮) next to any rule to edit or delete it on the fly.

Part 4: Publish and View Your Scores

Let us turn the engine on and see who your hottest leads are.

1. Before launching, use the Draft vs. Publish Toggle. Keep your rules in Draft Mode while you are building them so you do not accidentally alter live data. When you are ready, flip it to Publish to make the system active in real-time.
2. To see a lead’s score, open their profile in the Contacts section and scroll down to the Contact Engagement Score dropdown.
3. If you are actively chatting with a lead, you can also view and edit their score directly from the Contact Engagement Score dropdown on the right-hand side of the Conversations section!

Tracking your exact engagement scores ensures your sales team only spends their time talking to prospects who actually want to buy.

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