An engagement category is a named band, such as "Highly Engaged" or "At Risk," that an engagement scoring model uses for a contact's or organization's score. This article explains how to create, rename, deactivate, and delete categories. To learn how models assign categories, see Engagement Scoring Models.
What It Controls
A category has:
- A name, such as "Highly Engaged."
- An optional color, which helps you tell categories apart when you set up an engagement scoring model.
- An active flag. Only active categories are available when you add a new rule to a scoring model.
Creating a category does not use it anywhere on its own. A category is used only after an engagement scoring model's category rules refer to it.
Where to Find It
Go to Setup › Engagement › Categories. Manage Engagement Categories opens and shows every category defined in your account.
- Create Engagement Category opens a blank form.
- The clone icon on a row opens a new category copied from that row, without its identifier.
- The edit icon opens the category so you can update it.
- The delete icon removes the category after you confirm.
Prerequisites
You need the permission your administrator grants for engagement scoring setup.
The Settings
| Setting | Options | Default | Effect |
|---|---|---|---|
| Name: | Any text | Empty | Required. This is the label shown wherever the category is selected |
| ID: | Letters, digits, underscores, colons, vertical bars, and hyphens | Suggested from the name (for example, "Highly Engaged" suggests HIGHLY-ENGAGED) | Required. This is the category's permanent identifier, and you cannot change it after you save the category for the first time |
| Color: | Blue, Green, Orange, Pink, Purple, Red, Yellow, or none | None | Adds an optional color to the category |
| Status: | Active, Inactive | Active | Controls whether the category is available when you add a new engagement scoring model rule |
Dependencies and Precedence
- A category is referenced by an engagement scoring model's category rules, which decide which category a finished score falls into.
- Two categories can share the same name, so use distinct names if staff need to tell them apart at a glance.
Change Impact and How to Revert
- Renaming or recoloring a category updates that category everywhere it appears, including scores already sorted into it. You can rename it back.
- Deactivating a category removes it from the choices available when you build a new scoring model rule. It does not remove the category from rules that already use it, so a scoring model that already assigns the category keeps assigning it every time it runs. You can reactivate the category at any time.
Warning
You cannot delete a category that any engagement scoring model's rule still names, or that any stored score has ever carried, even once in the past. If a category has ever been assigned to anyone's score, deletion is permanently refused, and deactivation is the only way to retire it. Before you delete a new, unused category, make sure no scoring model rule still refers to it.
Permissions
You need the permission your administrator grants for engagement scoring setup to manage engagement categories. There is no separate permission for creating, editing, or deleting categories in this area.
Validation and Errors
The form requires a name and an identifier before you can save. If you try to delete a category that a scoring model rule names, or that any score has ever carried, deletion is refused and the category stays in the list.