Activating Account AI and Understanding Engagement Scores

Created by Support Agent, Modified on Mon, 27 Apr at 2:57 PM by Support Agent

Overview

This article covers how to activate AI Engine (Account AI) for your Follow Up Ace account, what happens during initial analysis, and how to understand and use the engagement scores it creates.

Before You Start

You must have at least one active paid Ace seat (Regular or Pro) — AI Engine cannot be activated on a free account
Your Follow Up Boss account must be connected to Ace via OAuth
You must be logged in as an Admin

If FUB is not yet connected, follow Connecting Follow Up Boss via OAuth first.

Activating AI Engine

Log in to app.followupace.com/admin
Click AI Engine (or Account AI) in the left sidebar
Click Activate AI Engine
The activation screen shows your current FUB contact count and your billing tier
Review the pricing and click Confirm and Activate

Billing for AI Engine starts on the day you activate. Your first invoice is prorated to the end of your current billing period.

What Happens After Activation

Initial analysis begins — AI Engine reads your full FUB contact database. For most accounts this takes 20–45 minutes depending on database size.
Progress indicator — the AI Engine dashboard shows analysis progress. You don't need to stay on the page; you'll receive a notification when it's complete.
Custom fields populate in FUB — once analysis finishes, contacts in FUB start showing AI Engine fields: Ace Engagement Score, Ace Risk Level, Ace Next Best Action, and others.
Ace chat unlocks database-wide queries — you can now ask Ace questions about your entire contact base, not just one contact at a time.

Initial analysis takes longer for large databases: accounts with 10,000+ contacts may take 2–3 hours for the first run. Subsequent analyses (triggered by contact activity) are much faster — typically under 5 minutes per contact.

Understanding Engagement Scores

What the score measures

The Ace Engagement Score (0–100) measures the health of your relationship with a contact based on actual communication activity logged in FUB:

Recency: how recently you had meaningful contact
Frequency: how consistently you've been in touch
Depth: the nature of contact activity (calls and meetings weight higher than automated emails)
Reciprocity: whether the contact is responding and engaging back

The score is not based on lead source, property search volume, or deal value — it measures relationship health, not lead quality.

Score ranges and what they mean

Score	What it means	Suggested action
80–100	Active, engaged relationship. Regular meaningful contact.	Maintain cadence. Watch for conversion opportunities.
50–79	Moderate engagement. Contact may be periodic or asymmetric.	Schedule a check-in. Review last activity for a personalized touchpoint.
20–49	Fading relationship. Follow-up gap growing.	Re-engagement outreach. Ask Ace to draft a re-engagement email or text.
0–19	At-risk or dormant. Likely no meaningful contact in months.	Decide: re-engage with a personal touch or move to a long-nurture sequence.

How scores change over time

Scores decay naturally as time passes without contact. This is intentional — a relationship that was strong 6 months ago but has been silent since should reflect the current reality. Regular touches maintain scores; inactivity causes gradual decline.

A contact's score updates within 24 hours of any new activity: call, email, text, note, showing, or property search event.

AI Engine Custom Fields in FUB

Field	Type	Description
Ace Engagement Score	Number (0–100)	Current relationship health score
Ace Last Analysis Date	Date	When this contact was last analyzed
Ace Follow-Up Gap	Number (days)	Days since the last meaningful contact activity
Ace Risk Level	Low / Medium / High	At-risk classification based on score trend and gap
Ace Next Best Action	Text	AI-suggested follow-up action for this contact

Fields only appear on contacts that AI Engine has analyzed. Contacts with no FUB activity history receive a lower initial score and a suggested first-touch action.

Using AI Engine Data in Ace Chat

Once active, ask Ace questions about your whole database:

"Show me contacts with an Ace Engagement Score below 20 who haven't been contacted in 30 days"
"Which leads are flagged as High Risk by Account AI?"
"Who has the highest engagement score in my database with no task scheduled?"
"Which buyers in the Active Buyer stage have a score below 40?"

Requesting a Manual Refresh

AI Engine re-analyzes contacts automatically as activity is logged. If you've made significant bulk changes to your CRM — importing contacts, reassigning a large segment, or running a bulk email — you can request an immediate full refresh:

Go to AI Engine in the admin dashboard
Click Request Refresh
Confirm — the analysis queues immediately and typically completes within 30 minutes

Manual refreshes are limited to one per 4 hours.

Troubleshooting

My contacts aren't showing AI Engine fields after activation.
Initial analysis may still be running. Check the AI Engine dashboard for progress. If the status shows "Complete" but fields are missing on contacts, wait 30 minutes and reload FUB. If fields still don't appear after 1 hour, contact support@followupace.com.

A contact's score seems too low / doesn't match my expectation.
Scores reflect activity logged in FUB, not your memory of the relationship. Check the contact's FUB activity log — if calls or emails aren't logged, they won't factor into the score. Log missing activity and the score will update within 24 hours.

Ace chat can't answer my database-wide questions after activation.
This usually means initial analysis hasn't fully completed. Wait until the AI Engine dashboard shows "Analysis Complete" and try again. If the issue persists after analysis completes, contact support.

I want to cancel AI Engine.
Go to Billing → Manage AI Engine → Cancel AI Engine. Deactivation takes effect at the end of the current billing period. AI Engine custom fields remain on your FUB contacts (they will no longer update). You can reactivate at any time.

Last updated: April 2026