Hi ​@monon 

Hope you are doing well. Not sure if you were able to get your answer or not, however, I would like to share my inputs on the two. Please find my Inputs as follows:

Lead Scoring

Kbase Article: https://crmsupport.freshworks.com/en/support/solutions/articles/50000002580-what-is-contact-scoring-how-to-setup-scoring-signals-

For the contact scoring feature and its functionality, you can find an overview of the feature in the points below:

• The system has three ML models: the fit, interest, and email models.

• The Fit model considers contact and company attributes like job title, city, company revenue and others.

• The Interest model looks at the engagements between the contact and agent like phone calls, appointments, tasks, emails, custom activities and others.

• The Email model takes in the email conversations between the contact and agent.

• The predicted scores from these three models are combined to produce a single contact score.

• Based on the explicit signals or admin rules, if a contact is a Product Qualified Lead (PQL), then the contact score ranges between 71 to 99 else between 0 to 70.

• Regarding the weightage of the signal-based score and ML predicted score

  • After the introduction of Product Qualified Lead (PQL) concept, the algorithm to combine the above 2 scores based on weightage is deprecated.

  • In the current setup, the ML contact score (combination of fit, interest, and email scores) is calculated, say 50. Then, the signals that the user sets up are processed to determine whether the contact is a Product Qualified Lead (PQL).

  • If the contact is PQL, then the score 50 (in this example) is normalized in the range of 71 - 99 to become around 85 else if the contact is not PQL, then the score is normalized between 0 - 70 to become around 35.

Best Practices for Email Tracking

• Your domain should be verified inside Freshsales, only then you will be able to send emails from inside Freshsales and the tracking will also work.

• Tracking on emails allows you to view if the recepient has opened the email and also if they have clicked on any of the links that you have added in the content of the email.

• The tracking will work only for the emails that are sent from inside Freshsales.

• Please ensure that you choose the “link to contact” option to ensure that the email that you are sending is linked under the Recent Conversations and you get notified on the tracked events and are also available on the metrices.

• Important Note: In some cases, if there are any firewall on recepients’ end which scans emails for viruses, the emails get marked as opened/clicked immediately after delivery. This is not something that Freshsales can control.

Hope this helps. Feel free to reach out to us anytime if you need any further clarifications.