How to Track User Engagement in Zoho CRM Using Zia

Originally published: June 18, 2025 09:37:33 AM, updated: June 18, 2025 11:03:53 AM

In today’s digital landscape, engaging your audience is more than sending out emails — it’s about knowing who’s interested, when they’re interacting, and how likely they are to convert. Zoho CRM’s AI assistant, Zia, brings intelligence to your engagement strategy by turning activity data into meaningful insights.

In this blog, we’ll walk you through how to track user engagement with the help of Zia, so you can turn passive contacts into active customers.

What is User Engagement in Zoho CRM?

User engagement refers to how your leads and contacts interact with your business — whether they’re opening emails, visiting your website, or responding to marketing campaigns. Zoho CRM offers several native tools to track this behavior, and Zia adds a powerful AI layer to make those insights predictive and actionable.

Built-in Ways to Track Engagement in Zoho CRM

Email Engagement Tracking

Track opens and clicks via Zoho CRM or Zoho Campaigns. See email status directly within a lead or contact record.

Scoring Rules

Assign points for activities like email opens, web visits, or form submissions. Setup: Go to Setup > Automation > Scoring Rules.

Zoho SalesIQ Integration

Track page visits, duration, and user journeys. Data syncs automatically with your CRM under 'Website Activities'.

Marketing Campaign Engagement

Track opens, clicks, and behavior in Zoho Campaigns or Marketing Automation.

Reports & Dashboards

Create custom reports tracking email opens, activity dates, and scores.

Last Activity Time

Automatically updated field shows the most recent interaction date.

Pro Tip: Create a custom view in the Leads or Contacts module using filters like:

• Score > 70
• Email Opened
• Website Visited in Last 7 Days

How Does Zoho Zia Track User Engagement?

Zoho CRM offers a powerful AI assistant named Zia that helps businesses make data-driven decisions. One of Zia’s most valuable features is the ability to track and analyze user engagement within the CRM platform. Here’s how you can leverage Zia to monitor and improve user engagement:

1. Activity Insights: Zia analyzes user activities such as logins, record updates, and email interactions. These insights help you understand which team members are most active and how frequently the CRM is being used.

2. Usage Patterns: Zia identifies patterns in user behavior, providing valuable insights into how your team interacts with different modules. This helps in optimizing workflows and training users where needed.

3. Anomaly Detection: Zia can detect unusual drops or spikes in activity, alerting you to potential issues or opportunities. For example, a sudden drop in lead follow-up might signal the need for management intervention.

4. Suggestions and Automation: Based on engagement data, Zia offers suggestions to improve productivity, like setting reminders for inactive leads or automating repetitive tasks.

5. Dashboards and Reports: Use Zia to generate customized reports and dashboards that visualize user engagement trends over time. These tools are crucial for managers aiming to boost CRM adoption and performance.

By using Zia, businesses can ensure their teams are making the most of Zoho CRM, ultimately improving efficiency and customer relationships.

Bottom line: Zia doesn’t just help you track — it helps you act on engagement.

Final Thoughts

Zia isn’t just a CRM add-on — it’s your AI-powered engagement assistant. From scoring leads to predicting conversions, it transforms raw user behavior into smart actions your sales team can take immediately.

With Zia, your team spends less time guessing and more time closing.