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Ruleset Troubleshooting

Common ruleset issues and how to fix them.

Ruleset Isn't Influencing Scores​

Walk through the checklist:

  1. Status is Active. Inactive rulesets don't compute scores.
  2. Rules exist in the ruleset. A ruleset without rules produces no score.
  3. Rules have valid configurations. Check that event types or property names match what's actually flowing into the system.
  4. Date range covers today. A ruleset scheduled for next quarter won't score today's events.
  5. The ruleset is primary (if you expected its score to be the default in the UI). Otherwise the score appears in tooltips, not as the default.

Performance Issues​

If scoring feels sluggish or rescores take longer than expected:

  • Reduce simultaneously active rulesets. The system supports up to 4 active per surface, but fewer is faster.
  • Simplify complex rule configurations. Long lists of attribute filters with regex patterns are slower than simple equals checks.
  • Review rule efficiency. Rules that match nothing because of typos still consume evaluation time.
  • Break large rulesets into smaller ones. A ruleset with 200 rules is harder to maintain and slower to evaluate than two rulesets of 100.

Scoring Inconsistencies​

Scores aren't matching your expectations across different leads:

  • Conflicting rules across rulesets. Two active rulesets scoring the same event with different weights produce two scores. Use Score Explain on the lead detail page to see which ruleset's score is which.
  • Event type names don't match exactly. Event type matching is case-sensitive. Email Open and email_open are different.
  • Stale rules with old date ranges. A rule with an end date in the past stops contributing — make sure your active rules have current date coverage.
  • Decay rules running. Decay Rules actively reduce scores during inactivity. If a lead's score is dropping unexpectedly, check decay configuration.

Setting a Primary Doesn't Take Effect​

After clicking Set as Primary, the change is immediate, but:

  • Refresh the page if the badge in the leads toolbar still shows the old name — it's cached on the page.
  • Verify the OU. Primary rulesets are per-OU. If you switch OUs, the primary may differ.
  • Check that the new primary is also Active. A primary that's inactive isn't producing scores, so the UI may fall back to the highest active ruleset's score.

Rescore Doesn't Apply Changes​

After editing rules, you usually want to rescore historical leads. If the rescore doesn't take effect:

  • Confirm the rescore completed. Large rescore jobs can take several minutes.
  • Check the right ruleset was rescored. Rescores apply per ruleset.
  • Use Preview Impact first. It's a dry-run that confirms the rescore would change what you expect.

Can't Delete a Ruleset​

Some safeguards block deletion:

  • The primary ruleset can't be deleted directly. Set a different ruleset as primary first, then delete the former primary.
  • Rulesets referenced by triggers or segments may produce a warning. Update the dependent triggers or segments to point at a different ruleset before deleting.

Score Field Conflicts​

If you're using custom score fields and seeing odd behavior:

  • Two rulesets writing to the same score field will overwrite each other. Each ruleset should write to its own dedicated score field.
  • Old data in unused score fields can be misleading. Clear historical data when retiring a ruleset, or just leave the score field documented as deprecated.