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

    • Maximum tags possible in Contacts Records

      I read in some documentation that Zoho allows a total of 200 tags across all records. Is this correct? So it is not possible to have one tag per record for 500 records.

    • How to Automate Email Sequence

      I'm having trouble trying to set up a workflow to automate an email sequence. Once a group of emails in a Task has been tagged by a certain tag, I want an instant email template to be sent. After 7 days with no response, another email template would be

    • Turning off the new UI

      Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?

    • Zoho Sprints Android v2.0.4 app update: Item reminders, archive Epics, Kanban projects, Epic progress

      Hello everyone! In the latest version(v2.0.4) of the Zoho Sprints Android app update, we have introduced various new features. Let's take a look at what's new! Item Reminder Stay organized and never miss an important date with the all-new Item Reminder

    • Integrate your Outlook/ Office 365 inbox with Zoho CRM via Graph API

      Hello folks, In addition to the existing IMAP and POP options, you can now integrate your Outlook/Office 365 inbox with Zoho CRM via Graph API. Why did we add this option? Microsoft Graph API offers a single endpoint to access data from across Microsoft’s

    • Credit Management: #3 Setting Credit Limit for Customers

      Think about that one familiar customer of yours who always buys on credit. They usually pay on time, maybe a little late here and there, but not alarming. So, you are fine saying, "Sure, pay later." Then, one day, they place a significantly bigger order

    • Canvas View in Zoho Recruit

      Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

    • Adding Reports to Portals

      Is there a way to add Reports to portals so only the user can see report templates relevant to them?

    • How to go to the next open ticket in the queue when agents closes ticket

      Zoho Desk When agent closes a ticket - eg when they choose 'Send and Close" - where is the setting that automatically redirects them to the next open ticket in the queue?

    • Update on the client portal URL for Guest users

      We’re updating the way Guest users access their Connect network. As part of this change, all client organization portals used by Guest users will now be accessible through a dedicated domain specific to each data center. The access URLs mentioned here

    • Preserve Ticket Issue Mapping When Migrating from Jira to Zoho Projects

      Hello Zoho Projects Team, We hope you are doing well. We are currently exploring a full migration from Jira to Zoho Projects, and we identified a critical limitation during the migration process involving Zoho Desk integration. Current Situation: We use

    • CRM verify details pop-up

      Was there a UI change recently that involves the Verify Details pop-up when changing the Stage of a Deal to certain things? I can't for the life of me find a workflow or function, blueprint, validation rule, layout rule ect that would randomly make it

    • Enhancements to Zoho Maps integration tasks

      Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

    • Unable to see Zoho contacts in Zoho app on ios

      Hi Support Team, I am a new user, I have created my account and installed zohomail app on iOS 16 which works. I was also able to import my Gmail contacts into Zoho Contacts, which I can see. The problem is that I can’t see these imported cobalts in Zohomail

    • Task Due Date greater than 10 years.

      We use recurring tasks in Projects where every week, month, year etc Some of our projects are greater than 10 years and we are unable to set a new due date because the difference between start date and due date is greater than 10 years. As an example

    • LINE Auto Message Connect to Zoho

      When I integrated LINE into the CRM, I was prompted to disable “Chat,” “Auto Response,” and “Greeting Messages,” and to enable the webhook. However, since I have already set up some auto-reply features in LINE, including Rich Messages and greeting automation,

    • External User onboarding for zoho connect is not really intuitive.

      So the external user is sent an invite, which has a button that directs them to login to zoho to view the invite, but if they don't have a zoho account, they cannot access that invite, which seems kinda silly, as there is not real way on for them to create

    • Enhance Sign CRM integration

      Hello all, I'm working on a custom Deluge script to enhance the integration between Zoho CRM and Sign by using a writer merge template for additional flexibility. I want to replicate the post-sign document integration that exists between CRM and Sign

    • Hosting external websites on Zoho?

      How can I host my external website on zoho? Do we have that option? I am currently with hostinger and am looking to switch to zoho. Kindly help. Thanks.

    • How can we disable "My Requests"?

      We are not using this functionality in our system at all and our users get confused.

    • How to Add Time Formula Duration (hh:mm)

      Hi everyone — I’m trying to create a formula field in Zoho CRM that calculates the difference between a “Call Start Time” and “Call End Time” and displays the duration in HH:MM format (for example: 1:04 for one hour and four minutes). My current setup

    • 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 can I calculate the physical stock available for sale?

      Hey Zoho Team,  I've tried to calculate the physical stock on hand in various ways - but always receive a mismatch between what's displayed in Zoho Inventory & analytics.  Can you please let me know how the physical stock available for sale is calculated?

    • Set Custom Icon for Custom Modules in new Zoho CRM UI

    • Zoho Projects - Visual improvement to parent and sub-task relationship

      Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasks

    • Live Webinar: Getting Started with Zoho WorkDrive - A Complete Overview

      Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to set up your team, bring in your data, and make the most of WorkDrive’s collaboration, organization, AI, and security capabilities. This session is perfect for anyone

    • Marketing Tip #4: Build your email list early

      Email marketing has one of the highest returns on investment. Don’t wait until later; start collecting subscribers now. When you've got their attention, you can send them emails about offers, new product launches, seasonal greetings, and more. Try this

    • Is anyone else having trouble saving a custom image in their email signature, or is it just me?

      When I try to save the image I get an error that says "Operation Failed" I opened a support ticket two weeks ago and received a response that it would be debugged, but it still isn’t working

    • API Pagination Error: 'from' Parameter Limit

      Hello, I am encountering an error while paging through the Zoho Desk API results: Status code: 422 - {"errorCode":"UNPROCESSABLE_ENTITY","message":"The value passed for field 'from' exceeds the range of '0-4999'."} Is 5000 the maximum number of records

    • Unify Overlapping Functionalities Across Zoho Products

      Hi Zoho One Team, We would like to raise a concern about the current overlap of core functionalities across various Zoho applications. While Zoho offers a rich suite of tools, many applications include similar or identical features—such as shift management,

    • Zoho Desk Domain mapping / Cloudflare CNAME not recognized

      Hello, my website is behind Cloudflare and SSL. From the Cloudflare control panel I added a CNAME record such as support.mydomain.com pointing to desk.cs.zohohost.com but I'm stuck with the message "Make sure you've mapped the CNAME entry..."

    • Power of Automation :: Quick way to associate your Projects with Zoho CRM

      A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate complex tasks and

    • Create an Eye-Catching Announcement Widget for Your Help Center

      Hello Everyone! In this week’s edition, let’s explore how to keep your customers updated with exciting news in the Help Center. See how ZylkerMobile wowed their customers by bringing updates right to their portal. ZylkerMobile, the renowned brand for

    • I want to add my other zoho account in same pc

      why does zoho restrict me doing many things as i also want to add my second mail account bit its not allowing me to do that

    • Search in Zoho Community Not Working

      I realize this is a bit of a meta topic, but the search for the various Zoho Communities appears to not be working. I'm under the impression that they run on some version of the Zoho Desk platform, so I'm posting this here.

    • Capture Stripe’s Customer ID

      Does anyone know of a way to capture Stripe’s customer ID that is created when the form/payment is processed? I would like to have the customer ID stored in our CRM so we could utilize in some custom functions down the road.

    • Custom Modules - Where are Comments??

      In the standard ticket module and in the tasks module, we have an interactive comment box that we can post important details/notes and can tag others if needed. Where is this functionality for Custom Modules? Ideally, custom modules would have very similar,

    • スマホでキャンペンメールを見ると正しく表示されない

      キャンペーンのメール（HTML）を作成しましたが、スマホ表示に切り替えると正しく表示されません（添付参照）過去に作成したキャンペーンでは特に意識してませんでしたが、問題なく表示されていたようです。うまく表示される場合とされない場合の違いは何でしょうか？

    • Dynamic Signature - Record owner

      Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to reference

    • Color of Text Box Changes

      Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," and

    • Next Page