The Relationship Score is calculated using Activities (Emails, Calls, Meetings) logged in Salesforce against the record and from emails (sent/received) from all connected mailboxes. These activities are displayed in Ebsta's Activity View:
Contacts & Leads:
Activities considered are those related to the Contact or Lead that are owned by any connected mailbox.
Activities considered are those related to any Contact related to the Account that are owned by any connected mailbox.
Opportunities only get a Relationship Score if they are owned by an Ebsta user with a connected mailbox.
If an Opportunity has Contact Roles assigned to it, only email activity between the Opportunity owner and the Contact Roles is considered, plus any activities relating to that Opportunity that are owned by an Ebsta user with a connected mailbox.
If an Opportunity has no Contact Roles assigned, only email activity between any related Account Contacts is considered, plus activities relating to that Opportunity that are owned by an Ebsta user with a connected mailbox.
What if I don't see a call or meeting I expect to see in Ebsta's Activity View?
Ensure that the Activity was logged by a user with a connected mailbox.
Whilst we intelligently try to identify an Activity as a meeting/call we cannot be 100% if the Activity type is not set or is particularly bespoke. If you believe we should be identifying a correctly specified Activity please let us know.
When is the Relationship Score updated?
We do our best to update the Relationship Score every 24 hours. This is contingent on a number of factors including us getting access to read and write data from a number of sources. Occasionally we have seen either transient connectivity issues or an orgs API limit affecting us from processing 100% of Relationship Scores. If this is the case the system is designed to catch up so be assured it will be updated as soon as it can be.