Each customer's health score is calculated from up to seven signals. Each signal is converted to a 0–100 scale, then combined into a single weighted score.

The final score is a weighted average of all signals. Signals with higher weights have more influence. Default weights (customizable in Weights & Config):

Thresholds are configurable in Weights & Config. The values shown are defaults.

When a customer is scored, the "days since contact" baseline is saved. Each time the app loads, the system adds elapsed days since the last update — accounts that haven't been touched gradually see their score decrease without manual updates.

Create custom weight presets for different customer types. For example, Enterprise accounts might weigh Adoption more heavily, while SMB accounts might prioritize NPS. Profiles are assigned per-customer and override the global weights during score calculation.

Manage profiles in Weights & Config → Scoring Profiles.

1. Navigate to Score Customer in the sidebar.
2. Enter the customer name, tier (SMB / Mid-Market / Enterprise), MRR, and ARR.
3. Fill in signal values — logins, adoption %, open tickets, NPS, CSAT, days since contact, and growth indicator.
4. Optionally set a renewal date, lifecycle stage, manager, tags, and sentiment.
5. Click Save Score. The system calculates the health score and status automatically.

Home Base is the first screen you see when you log in. It provides a personalized briefing with at-a-glance KPIs and quick-action items.

Displays a personalized greeting with the current date, a portfolio health ring showing your average score, and quick stats (Healthy %, At Risk count, Improving, Declining). Briefing cards highlight the most urgent items — renewals, alerts, and overdue contacts — with one-click navigation.

• Renewal Pipeline — Three time-horizon buckets (0–30d, 31–60d, 61–90d) showing count, MRR, and at-risk count per bucket.
• Priority Accounts — Top accounts ranked by urgency (renewal proximity × health risk). Click any row to open the detail modal.
• Biggest Drops — Accounts with the largest recent score declines. Click to open and take action.
• Health Heatmap — Visual heatmap of all customers color-coded by score.
• Tier Cards — SMB, Mid-Market, and Enterprise summary cards with count, MRR, average score, and at-risk count.

Alerts are automatically generated from customer signal values. The sidebar badge shows the active count.

• Category — Grouped by alert category with collapsible sections
• Priority — Ranked by severity (Critical → Warning → Attention → Opportunity)
• Customer — All alerts grouped by account
• Table — Compact sortable table view

• MRR Exposure — Revenue at risk broken down by risk category (Critical/Risk, Watch, Renewal, No Contact, etc.) with horizontal bars. Click any row to filter the Customers table.
• By Category — Alert count per category with bar chart. Click to filter.
• Insights — AI-generated actionable patterns: renewals at risk, engagement clusters, cadence gaps, and more.

• Snooze — Hide for 1 day, 7 days, or 30 days. Auto-returns when expired.
• Dismiss — Permanently remove from the active view.
• Wake — Un-snooze a snoozed alert immediately.
• Bulk Actions — Select multiple alerts to snooze or dismiss in batch.

• Search — Filter by customer name or tag in real time
• Status Tabs — Quick filter: All, Healthy, Watch, At Risk, Critical, Expansion, Churned
• Column Filters — Click the filter icon on any column header for per-column filtering (ranges, enums, text search)
• Sort — Click column headers to sort by name, score, status, MRR, tier, renewal, delta, and more
• Bulk Actions — Select multiple customers to assign tags, change lifecycle, assign a manager, or delete
• Inline Edit — Quick-edit signal values without leaving the table
• Detail Modal — Click any customer name to open the full detail view

The detail modal contains seven tabbed sections:

Generate a complete meeting preparation document with: Executive Summary (auto-generated narrative based on status and signals), Wins & Highlights, Risks & Concerns (severity-tagged), a Suggested Agenda with time estimates, contextual Questions to Ask, and Meeting Context notes. Available as print-ready or copy-to-clipboard.

The Segments page provides portfolio-level analytics. KPI cards at the top show total segments, accounts, MRR, at-risk count, and average health.

Below the table, a multi-line trend chart compares segments over time. Use the metric dropdown to switch between Health Score, Logins, Adoption, MRR, and more. Filter pills let you focus on specific segments. Includes an auto-generated trend analysis with momentum, convergence/divergence, and risk insights.

A configurable time-series chart showing your portfolio's performance. Controls include:

• Primary Metric — Health Score, Logins, Adoption %, Tickets, NPS, CSAT, Days Since Contact, MRR, ARR, or Customer Count
• Secondary Metric — Overlay a second metric on a right-axis for correlation analysis
• Time Range — 7d, 30d, 90d, 6 months, 1 year, 2 years, or year-to-date
• CSM Overlay — Overlay a specific manager's portfolio line on top of the portfolio average
• Client Overlays — Add individual customer lines to compare against the portfolio

Auto-generated insights below the chart detect momentum shifts, divergence patterns, and acceleration/deceleration in your metrics.

A sortable table of customers with the biggest score changes in the selected time range. Columns: name, current score, delta, status, MRR, manager, tickets, logins, and adoption. Click any row to open the customer detail.

• Manager Leaderboard — Ranked by average portfolio health score with status distribution bars, account count, and total MRR
• Drill-Down — Expand any manager row to see their individual accounts sorted by urgency, with summary stats
• Focus Areas — Auto-generated insights highlighting managers with high at-risk percentages, overdue contacts, or declining portfolios

A month-view calendar showing all time-sensitive customer events:

• Renewals — Shown as blue dots on renewal dates. Hover for customer name and MRR.
• Next Touch Dates — Scheduled follow-ups shown as green dots.
• Overdue Contacts — Customers past their cadence threshold flagged in red.

Navigate between months with arrow buttons. Click any day with events to see the full list.

Ranks accounts by urgency: Renewal Factor (60%) × proximity + Risk Factor (40%) × inverse health. Levels: Critical (70+), High (45–69), Medium (20–44), Low (<20).

Import customers in bulk via drag-and-drop or file picker. The preview step shows a column mapping table — unmatched columns can be manually mapped.

Export your full customer dataset as a CSV with 20+ columns including calculated fields (priority score, cadence status, days until renewal). Ideal for pivot tables, Excel, or BI tools. The Bulksheet export from the Customers page includes all editable fields for round-trip editing.

Each report can be printed as a branded PDF with SVG charts, color-coded tables, and professional headers/footers. Use Ctrl+P / Cmd+P to save as PDF.

• Export / Backup — Downloads a JSON file with all customers, scores, weights, thresholds, and profiles. Timestamped filename.
• Restore — Upload a previously exported JSON backup. Replaces all current data after confirmation.

Records every significant action: customer scored, settings changed, alerts snoozed, CSV imports, and more. Each entry captures the action type, associated customer, user email, timestamp, and details summary.

The Config History tab shows a timeline of settings changes (weights, thresholds, profiles) for compliance and troubleshooting.

Configure automated notifications delivered to Slack, Microsoft Teams, Email, or custom Webhook endpoints.

• Slack — Posts rich cards to a Slack channel via incoming webhook URL
• Microsoft Teams — Posts adaptive cards to a Teams channel via webhook URL
• Email — Sends formatted email notifications
• Webhook — Sends JSON payloads to any custom endpoint for CRM/ticketing integration

Each event type can be individually enabled or disabled. Events are evaluated whenever a customer is scored or updated.

• Real-time — Fires immediately when the condition is detected
• Daily — Batches alerts into a daily summary
• Weekly — Batches alerts into a weekly summary

Filter automated alerts to a specific manager's portfolio. When set, alerts only fire for customers assigned to that manager — useful for routing notifications to the right CSM's Slack channel or email inbox.

All API requests require an x-api-key header. Generate your API key in Settings → Automations → Advanced.

https://qctiyigznbztxcowehnl.supabase.co/functions/v1/api-inbound

Create / Update a customer:

POST /functions/v1/api-inbound
Header: x-api-key: YOUR_KEY
Header: Content-Type: application/json

{
  "action": "upsert_account",
  "data": {
    "name": "Acme Corp",
    "mrr": 5000,
    "logins": 22,
    "adoption": 75,
    "tickets": 1,
    "tier": "mid",
    "manager": "Sarah"
  }
}

Update a single field:

POST /functions/v1/api-inbound
{
  "action": "update_health",
  "data": {
    "name": "Acme Corp",
    "field": "logins",
    "value": 28
  }
}

List recently changed customers:

GET /functions/v1/api-inbound?action=list_customers&updated_since=2026-03-01T00:00:00Z&sort=updated_at&order=desc&limit=50

Get a single customer:

GET /functions/v1/api-inbound?action=get_customer&name=Acme%20Corp

When you push signal fields (logins, adoption, tickets, nps, csat, days, growth) via upsert_account or update_health, the customer's health score is automatically recalculated using your saved scoring weights. The response includes the new score and status. Lifecycle auto-transitions (e.g. risk → at-risk) also fire automatically.

To override auto-scoring, pass an explicit score value — this sets the score directly without recalculating.

1. Actions (push data in): Use "Webhooks by Zapier" → Custom Request. Set the URL, add x-api-key header, POST your JSON body.
2. Triggers (poll for changes): Use "Webhooks by Zapier" → Retrieve Poll. Set the GET URL with ?action=list_customers&updated_since={{last_poll}}. Zapier auto-deduplicates by customer id.