Advanced factors for multiple scoring rules: Now with Zia scoring automations for all modules

Advanced factors for multiple scoring rules: Now with Zia scoring automations for all modules

Greetings all,

We're happy to offer improved scoring features by adding extra scoring factors, including Zia Scores, in our multiple scoring rules (MSR) feature. These new factors—which empower existing traditional scoring factors—include criteria for different communication channels, and thus enable businesses to delve deeper into customer behavioral insights. This update introduces the ability to capture VoC data through Zia and assign scores based on sentiment, intent, competitor mentions, and more.

Additionally, we're rolling out a major enhancement to Zia Scores: Now, Zia Scores are merged with other scoring rules and can be used to set automation triggers across all modules.

What's new?

  • Scoring Rules under Automation now includes Manual score and Zia Score. This new user experience keeps both the standard score and Zia Scores under the same roof so you can handle all scoring factors easily.

  • Using manual scores, businesses assess prospects according to scoring rules that consider behavior, demographics, and other key details. Previously, we offered a much more limited number of scoring rule factors and conditions. Now, we've extended the number of channels, factors, and operators available in order to make scores more robust. On the scoring configuration page, you can only define rules for features and integrations that are enabled.

  • Zia Scores now include a variety of scoring types, such as health scores, engagement scores, follow-up scores, field attribute scores, and conversion scores. This flexibility enables businesses to tailor the scoring mechanisms to align with their processes better, enhancing decision-making and outcome prediction.

This feature extends the power of Zia's AI-driven insights across all modules and improves Zoho CRM's adaptability to diverse business needs. 

Manual Scores

Let's look at the enhancements to manual scores in detail:
  1. The MSR feature now includes VoC Insights as a separate channel, which provides users with a deeper understanding of each record's interactions by setting conditions and points based on VoC.

  2. To a few channels—like surveys, emails, help desk, phone, and social media—we've added AI factors like sentiments, emotions, intents, and insights, all captured through VoC. This overcomes the previous limitation of traditional CRM metrics lacking VoC data.

  3. Scoring rules provide additional operator options, such as setting criteria for specific time frames, checking number values, and more. For instance, you can add 10 points specifically for those who attended calls in the last 20 days.

    Operators determine how rules should operate for the points being added or subtracted.

  4. We've combined factors listed under Email and Email Insights into one channel—Email—to avoid confusion.

Please refer to the table below for the consolidated list of the new factors against their respective channels: 

Channel

New Factors

Business message

Incoming message

Sales IQ

Each SalesIQ chat missed

Calls

Each call made

Call attended

Call unattended

Call received
Call missed

Call duration

Call sentiment
Call intent

Call emotion

Call keyword

Desk

New ticket

New rating

Ticket escalated

New comment

New response

Ticket overdue

Mention

Sentiment

Intent

Keyword

Email

Total emails received

Competitor mentions

Competitor mention count

Keyword

Sentiment

Intent

Emotion

Survey

Sentiment

Intent

Keyword

VoC Insights

Record sentiment

Record intent
Record keyword

Competitor mention

Competitor mention count

Churn out

Deal Insights (VoC)

Closed won

Closed lost



Notes
Notes: 
  • You can only set scoring rules for features whose integrations are enabled, except for Calls and VoC Insights.
  • Any new record that meets the scoring criteria will not be affected by scoring rules that are no longer active.
  • When a signal is disabled in a scoring rule, any data or insights related to that specific signal will no longer contribute to the scoring calculation.
  • The scoring system continually resets scores for records based on each customer's most recent activity and engagement. This ensures that the record's score is up to date and reflects the latest customer interactions.
  • If the rule configuration includes duration-based factors like "IN LAST 15 days," old records will be automatically updated by default.

Info

Availability

DC: All DCs

Note:
  • VoC dashboards are accessible to Enterprise, Ultimate, CRM Plus, and Zoho One organizations with 15+ user licenses. Early access is also open to EU, AU, IN, and US DC registered organizations. Accordingly, VoC insights are available only to these organizations.
  • Zia Call Intelligence is accessible only to users in the US, EU, IN, CA, and SA DCs. Accordingly, scoring factors that depend on Call Intelligence are only available to these DCs.
Edition: Enterprise | Ultimate
Release plan: This enhancement to manual scoring rules is released to all DCs.
That's everything about Manual Scores under Scoring Rules.

Zia Scores

Let's look at the enhancements to Zia Scores under Scoring Rules in detail.

Zia Scores, which was previously located under System Recommendations, is shifting to Scoring Rules. We've introduced the field "Type," where you can choose to set either manual or Zia Scores while creating a rule.











Types of Zia Scores



























Zia Scores are classified into five types:

  • Field attribute score: This record score is automatically calculated based on the selected module's fields and the data in the record. It assesses the relevance, completeness, and accuracy of the data presented in those categories.
  • Conversion score: For modules that have customer journey-based use cases (like Leads or Deals), the customer's conversion score is created by taking information from all the chosen related modules' data.
  • Engagement score: Engagement scores use data from selected and related modules: Calls, Emails, and Meetings. Determining a customer's engagement score involves considering the level of interest the customer has, as sourced from incoming signals.
  • Follow-up score: A salesperson's follow-up score assesses the timeliness, relevance, and impact of their follow-up communications or activities.
  • Health score: Health scores for a customer's relationship with a business are for modules that don't depend on the record's definitive journey. Every touchpoint is taken into consideration, whether it's products purchased, deals made, communications made, tickets raised, or campaigns launched. It also considers customer engagement and user follow-up interactions.

Training data

Training data enables Zia to identify meaningful patterns by comparing ideal and non-ideal records and assigning scores accordingly. It's important to establish criteria for these conditions (training data) for the records. Training data is a mandatory requirement to generate conversion and field attribute scores.

Limitations

  • Zia Scores will not automatically apply to old (already existing) records. It applies to any existing record only when the record is edited after enabling Zia Scores.
  • In manual scoring rules, a pop-up appears asking if the rule should apply to only new records or old records as well. For Zia Scores, by default, the rule applies to all new records added from the day after creating the rule.
  • In the Enterprise edition, the limit is five scoring rules per CRM account.
  • In the Ultimate edition, the limit is 10 scoring rules per CRM account.

Availability

DC: All DCs
Editions: Enterprise | Zoho One | Ultimate | CRM Plus
Release plan: This enhancement is released to all customers of all DCs. (Updated on 30th, July 2025)

That's everything about the enhancements to Zia Scores. Feel free to share your questions and suggestions as comments. 

Help resources

Regards,
Fiona

    • Recent Topics

    • Unearned / Deferred Revenue Automatic Calculation for Subscriptions

      As a SaaS business, we have multiple active subscriptions with varying dates and amounts. Is there a way to have a monthly automatic calculation for all of them that debits or credits the unearned revenue and revenue accounts accordingly? Alternatively,

    • Published Course Not Reflecting In Hub

      Hi! I am trying to create micro-learning courses for our team to be available for self-guided learning. I have published the courses with enrollment settings open to all users of the hub, but they don't appear to be available for enrollment. Am I missing

    • Zoho Desk Limit for Comma Separated Queries

      Hi, I have just discovered a limit that I believed is not mentioned in any of Zoho's documentations. My search query looks like so: "query: {"accountId":"786050000091629966,786050000163589273,786050000163589427,786050000162753705,786050000162112971,786050000161987643,786050000160752868,786050000167089504,786050000167089378,786050000167089024,786050000167070005,786050000166295256,786050000128153693,786050000110560021,786050000046594575,786050000039106461,786050000002225356,786050000076889093,786050000047895103,786050000043365354,786050000044765191,786050000041790249,786050000040359116,786050000037945198,786050000024605077,786050000000525015,786050000155333895,786050000157741437,786050000000718125,786050000011574353,","departmentId":"786050000042648070","status":"Finished","sortBy":"createdTime","customField2":"cf_completion_date:2025-01-28T03:00:00.000Z,2025-10-28T03:00:00.000Z","customField3":"cf_billed:false"}"

    • Module Name doesn't exist

      I am trying to create a module named Activity, with plural Activities, but I have an error that module name already exists. This module is doesn't exist, and I don't have a single field called Activity or Activities.

    • Send mass email using my secondary email

      Hello, When I send an email to just one person from Zoho CRM, a complete email editor appears, where I can choose which of my email addresses I want to use in the From field. When I send a mass email, there is not such option. I can only select the email template. When I configure an email template, I can choose who is in the From field, but I can't set it to use my secondary address. The only way to send a mass email using my secondary address that I can think of is swapping my two addresses in

    • How to next stage blueprint in Zoho Creator

      Hello, I have question, its possible to next stage blueprint? in case, Start - (first stage) Leader 1 (with condition 1) - (second stage) Leader 2 (with condition 2) - (third stage) Leader 3 (with condition 3) - (fourth stage) After first stage, i want

    • Zoho Desk iOS and Android app update: AI powered: Reply Assistance and Refine Messages on IM module.

      Hello everyone! We are excited to introduce new AI powered features on the IM module of the Zoho Desk app. Reply Assistance: Reply Assistance generates suggested responses for incoming chat messages, which you can directly insert into the conversation

    • Unify All Zoho Video Meeting Experiences into One Standardized Platform

      Hi Zoho Team, We would like to share an important user experience concern regarding the current state of video meeting functionality across the Zoho ecosystem. The Problem Within Zoho, there are multiple ways to initiate or schedule a video meeting: Zoho

    • Is it possible to embed Youtube shorts?

      Hi Zoho desk support, This is Ryan from Accuver America. While I'm trying to create a knowledge base article with embed video, I ran into this issue. "www.youtube.com refuse to connect" A little bit background is that because this video is recorded on

    • Zoho Inventory - Move Orders

      Quick question about Move Orders... Why is there no status to say something like "Draft", "In Progress" and "Completed", similar to Transfer Orders? I'm assuming that when something needs to be moved it should be planned in Inventory, executed and then

    • Multi-select Lookup does not have Advanced filter options in CRM

      With much fanfare Zoho announced the advanced filter options for CRM lookup fields which was a nice addition. This feature is not available for Multi-Select lookup fields. Will it be rolled out in the next 3-6 months, considering the standard lookup filter

    • Kaizen #8 - Handling Recurrence and Participants in the Events Module via API

      Hello everyone! We are back this week with an exciting post—Handling recurrence and participants in the Events module through API. First things first—What is the Events module? "Events" is a part of the Activities module in Zoho CRM.  An event is an activity that happens at a given place and time. You can find Events on the user's Zoho CRM's home page, Activities home page, Calendar, and in other related records. What are the types of Events? Events are of two types—Recurring and non-recurring events.

    • Currency limitation when integrating Zoho CRM & Zoho Books

      Brief Video of Problem: https://www.loom.com/share/d61d1d07d0904e149d80c1901a22418e. Background ·       Our business is based in Australia and we have to have Zoho Books in AUD to comply with tax and reporting regulations in Australia. ·       We sell

    • Split functionality - Admins need ability to do this

      Admins should be able to split an expense at any point of the process prior to approval. The split is very helpful for our account coding, but to have to go back to a user and ask them to split an invoice that they simply want paid is a bit of an in

    • Delegates - Access to approved reports

      We realized that delegates do not have access to reports after they are approved. Many users ask questions of their delegates about past expense reports and the delegates can't see this information. Please allow delegates see all expense report activity,

    • How to include total km for multiple trips in expense report.

      Whenever I create a mileage report it only shows the total dollar amount to be reimbursed. The mileage for each individual trip is included but I also need to see the total distance for all trips in a report? How do I do this?

    • Get logged in user ID in Deluge script

      Hello all, How do I get the id of the logged-in user in a deluge script? the "zoho.loginuserid" function actually returns the users email address or whatever the user id they use to login to zoho with and not the id of the user record, and given that

    • Item Details Field - New Barcode / Document option?

      Is this a new feature??? its in both books and inventory.

    • Viewing attachments

      I'm using a Web Form integrated in my web site to collect Leads several info, including a image upload. In order to to approve each lead, we have to view the image uploaded. Unfortunately, in the Leads view, the Attachments can only be downloaded, not simply viewed, which makes the approval process very time consuming, since we expect to generate thousands of leads.  Can you suggest any workaround to view instead of downloading attachments, even if it has to be done in other module (ie, Reports ???)

    • Super Admin Logging in as another User

      How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are working

    • Shared Mailbox - Mark as read for all users

      Hi all, Maybe someone can help me out. At the moment we have a shared mailbox without streams. When a users reads an mail or marks it as read other users will not see this. How can we resolve this? We now archive the mails when read and followed up. However

    • Unified customer portal login

      As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is that

    • How do I increase the email attachment size in Zoho CRM ?

      It looks like I'm limited to 10MB when sending an attachment using the email widget on a record in Zoho CRM. Is there a way to increase the size? Or can I use some other tool? From what I'm reading online, I'm maxed out at 10MB. Any insight would be greatly

    • Prevent new Record Association

      Hello all, We have a small sales organization therefore, it's helpful for everyone on the sales team to be able to view the full list of accounts to assist in preventing duplicate accounts from being created. However we want to prevent people from creating

    • Add the same FROM email to multiple department

      Hi, We have several agents who work with multiple departments and we'd like to be able to select their names on the FROM field (sender), but apparently it's not possible to add a FROM address to multiple departments. Is there any way around this? Thanks. Jordanne

    • Can I export to PDF in Zoho Learn

      I have seen help pages where export to pdf options are available but I do not see that option available from the application. I see that exprt is available in my free trial version but that is only to html pages. I need to be able to export my manuals

    • Zoho Analytics & SQL Server - Live connect

      Below are the steps I did Created a fresh database and table in my own virtual server Created a new data source connection with live connect I was able to select the tables and created the data source successfully I am getting the error when I try to

    • Zoho Sites "pages" management page

      I have 80 plus pages on zoho sites. When I go to the "pages" link to view and edit pages, They are not in any kind of order, so I spend lots of time searching for pages when I need to edit or create new. How can I change the view order of all my pages

    • Staff rules

      Hi! Do you people know what are the default staff rules when a new booking is created? We have two staff members in my team (me as the admin, and my employee). As we share the same services, I'm wondering how Zoho will pick the staff for new apointments.

    • Add Image Upload Field to Zoho Bookings Registration Form

      Hi, We would like to request the addition of an image upload field to the Zoho Bookings registration form. Currently, Zoho Bookings only supports text-based fields (e.g., Single Line, Multi-Line, Email, Checkbox, Dropdown, Radio Button, and Date), but

    • New Field in CRM Product Module Not Visible in Zoho Creator for Mapping

      I created a new single-line field in the Products module in Zoho CRM. Zoho CRM and Zoho Creator are integrated, but the newly created field in CRM is not visible in Zoho Creator when I try to map fields.

    • Merge Tags Output Incorrect Placeholder Text After CRM Sync

      Hi everyone, I’m experiencing an issue with merge tags in Zoho Campaigns after last sync of contacts and leads from Zoho CRM (days before everything worked perfectly). Here’s the situation (seems like a default configuration in Campaigns) : My leads have

    • UI Improvement - Ability to Collapse Flow

      The UI for Flow is generally pretty good. However, when multiple decision trees are used, the layout can get pretty convoluted and hard-to-follow (see one of my Flows below): In these cases, even the auto-arrange fails to make this something that a normal

    • Windows agent 2025_M02 release notes

      Agent Version: 111.0.3.300 Release date: 24 February, 2025 Various Major enhancements to improve overall performance and optimize the user experience. Squashed a few bugs to improve overall product quality.

    • Windows agent 2025_M01 release notes

      Agent Version: 111.0.3.299 Release date: 05 February, 2025 Major Enhancement: Live Monitor feature compatibility released. Major Enhancement: Updated Scaling for multi technician cases with Android and Web based viewers. Various other bug fixes and performance

    • Disable Buttons for Users with Profiles without permission

      Hey, I've noticed that users without permission of setting up things in the marketplace, can still see the icon: On a click, you see this: It would be way better, if they couldn't see this menu icon at all. (Aside from the fact that it completely misplaced

    • how to record deferred revenue?

      Dear Zoho Team, We issue invoices relating to 12-month web hosting service. When we issue the invoice, we should record the entire amount of the invoice as DEFERRED REVENUE (ie. $10 x 12 mths = $120, balance sheet item). After the particular month of the hosting service, $10 of revenue has been earned and deferred revenue amount will be $110. We must keep adjusting the balance sheet and income statement over the course of the service until the company has fulfilled its obligation of services and

    • Narrative 13: Importing your data

      Behind the scenes of a successful ticketing system: BTS Series Narrative 13: Importing your data When importing data into an application, it is crucial to prevent data loss or duplication. These types of errors can hinder the development of a clean and

    • Blueprint Not Triggering When Lead Status Is Updated by Workflow (IndiaMART Integration)

      I have set up a blueprint that triggers when a lead’s status is “New Lead.” Our CRM is integrated with IndiaMART, and when leads are created from IndiaMART, their Lead Status is initially set to None. To handle this, I created a workflow that automatically

    • Update Subform in specific field(Status) without affecting other fields in Zoho CRM using Deluge?

      Scenario: PRODUCT Module(change name Plot) in any product status change From Available to Booked then on PROJECT Custom Module have Subform So, Subform name is Property Details now in that Subform 1 field is STATUS that update according to  product status

    • Next Page