A disengaged (aka un-engaged) contact is one who has a lifetime engagement score of 0.
Engagement is calculated based on the actions of a contact who has been sent campaign(s). If a contact has an engagement score of 0, they are disengaged because they have not opened or clicked or forwarded your email ever. For more specific information on engagement score calculations, please visit this article.
Depending on license, some customers have the option to utilize Advanced Engagement Scoring which is a custom scoring system that scores contacts based on demographic and action factors.
- New contacts do not automatically have a standard lifetime engagement score. This score will begin accruing when a contact receives their first campaign from the account.
- For strategic help, please contact our Client Success team.
See these related articles to learn more about contact engagement: