Each customer's health score is calculated from six slider-based signals plus a growth dropdown. 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.

The Score a Customer form uses a compact 2-column layout for efficient data entry.

1. Navigate to Score a Customer in the sidebar.
2. Enter the customer name (duplicate names are detected and prevented).
3. Set tier (SMB / Mid-Market / Enterprise) and enter MRR or ARR — the other auto-calculates bidirectionally (MRR × 12 = ARR).
4. Use the signal sliders for Logins, Adoption %, Tickets, NPS, CSAT, and Days Since Contact. Select a Growth level from the dropdown (Strong / Mild / None / N/A).
5. Optionally set a renewal date, lifecycle stage, manager, tags, and sentiment.
6. Click Save Score. The system calculates the health score and status automatically.

The first screen you see after login. Provides a personalized briefing with at-a-glance KPIs and quick-action items.

• Getting Started Guide — Three onboarding paths (Integration-first, Manual + Integration, CSV-only) shown when no customers exist; collapsible banner afterward
• Welcome Banner — Greeting, portfolio health ring, quick stats (Healthy %, At Risk, Improving, Declining), and clickable action items
• KPI Cards — Portfolio Health, Revenue at Risk, Upcoming Renewals, Expansion Opportunity, Total MRR
• Widgets — Renewal Pipeline (0–30d / 31–60d / 61–90d), Priority Accounts, Biggest Drops, Health Heatmap, Tier Cards

Sortable, filterable table of every customer account with status tabs, column filters, Shift-click multi-select, and frozen name column.

• Status Tabs — All, Healthy, Watch, At Risk, Critical, Expansion, Churned, Trash
• Bulk Actions — Re-score, assign tags, change lifecycle, or delete selected rows
• Export — CSV data export or Bulksheet for round-trip editing
• Detail Modal — Click any name to open Overview, Alerts, Playbook, Notes, Sentiment, History, and Contacts tabs. Includes QBR Prep document generator

Automatically generated alerts from customer signal values. Sidebar badge shows active count.

• Severities — Critical (red), Warning (amber), Attention (blue), Opportunity (green)
• Categories — Health, Tickets, Engagement, Renewal, Quiet Accounts, Momentum, Sentiment, Expansion
• View Modes — Category, Priority, Customer, or Table
• Side Panel — MRR Exposure breakdown, category bar chart, AI-generated insights
• Actions — Snooze (1d/7d/30d), Dismiss, Wake, and Bulk actions

Portfolio-level analytics with KPI cards (total segments, accounts, MRR, at-risk count, average health).

• Segments view — Group by tags with count, avg score, MRR, at-risk %, trend
• Tiers view — SMB / Mid-Market / Enterprise with expandable drill-down
• Stage view — Onboarding, Active, At Risk, Won/Upsold, Churned
• Comparison Chart — Multi-line trend chart with metric dropdown and auto-generated analysis

Configurable time-series chart for tracking portfolio performance across multiple metrics.

• Primary & Secondary Metrics — Health Score, Logins, Adoption %, Tickets, NPS, CSAT, MRR, ARR, and more
• Time Range — 7d, 30d, 90d, 6mo, 1yr, 2yr, or year-to-date
• Overlays — Add a CSM portfolio line or individual client lines for comparison
• Trend Analysis — Auto-generated momentum, divergence, and acceleration insights
• Top Movers — Sortable table of customers with the biggest score changes

Compare CSM portfolios side-by-side with health rankings and actionable insights.

• Manager Leaderboard — Ranked by avg health score with status distribution bars, account count, and MRR
• Drill-Down — Expand any manager to see their individual accounts sorted by urgency
• Focus Areas — Auto-generated insights on high at-risk %, overdue contacts, or declining portfolios

Generate and schedule professional reports across three tiers (Starter, Growth, Enterprise).

• Report Types — Portfolio Summary, At-Risk Accounts, Renewal Forecast, CSM Performance, Segment Analysis, Trend (90d), Churn Risk, Customer Health, Score History, Weekly Digest
• Output — Print as branded PDF with SVG charts, export CSV, or email directly with scheduled recurring delivery

Month-view calendar showing all time-sensitive customer events at a glance.

• Renewals — Blue dots on renewal dates; hover for customer name and MRR
• Next Touch Dates — Green dots for scheduled follow-ups
• Overdue Contacts — Red flags for customers past their cadence threshold

Compact two-column form for entering customer data and calculating health scores in real time.

• Signals — Sliders for Logins, Adoption, Tickets, NPS, CSAT, Days Since Contact, plus a Growth dropdown with N/A option
• Revenue — MRR and ARR fields with bidirectional auto-calculation
• Metadata — Tier, renewal date, lifecycle stage, manager, tags, and sentiment
• Duplicate Prevention — Warns if a customer with the same name already exists

Drag-and-drop or file-picker import with automatic column mapping and preview step.

• Required — Customer Name (recognized as name, company, customer, account)
• Optional Fields — Manager, MRR/ARR, Logins, Adoption, Tickets, NPS, CSAT, Days Since Contact, Growth, Tier, Tags, Renewal Date, Lifecycle, Sentiment
• Duplicate Handling — Existing customers are updated rather than duplicated
• Import from CRM — Also available here: pull historical signal snapshots from Salesforce, HubSpot, or Stripe

Build and manage automated notification rules with delivery to Slack, Teams, or email.

• Alert Rules — 3-step wizard to select alert types, channels, and schedule (real-time / daily / weekly)
• Custom Rules — Multi-condition rules with AND/OR logic across any customer field
• Saved Connections — Reusable channel configs for Slack webhooks, Teams webhooks, and email
• REST API — Push/pull customer data via API with auto-rescoring; Zapier-compatible

Central configuration hub with three tabs: Config, Account, and Integrations.

• Config — Signal weights, score thresholds, scoring profiles, contact cadence, renewal windows
• Account — Data health dashboard, quick actions (recalc/backup/restore), manage CSMs, change password
• Integrations — Connect Stripe, HubSpot, or Salesforce with sync toggles, field mapping, and Import from CRM for historical backfill. API & Webhooks sub-tab for developer tools

Timestamped record of all significant actions for compliance and troubleshooting.

• Action Log — Customer scored, settings changed, alerts snoozed, CSV imports, API calls, and more
• Config History — Timeline of weights, thresholds, and profile changes
• Each Entry — Action type, associated customer, user email, timestamp, and details summary

Searchable reference organized into five tabs covering the entire platform.

• Getting Started — Quick start steps, sidebar navigation overview, key concepts
• Pages — One card per sidebar page with description and key features
• Scoring — Signal definitions, weights, status bands, decay, and profiles
• Data & Reports — CSV import/export, CRM import, reports, backup/restore, audit log
• Automation — Alert rules, custom rules, scheduling, integrations, and REST API

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.

Import historical customer data from Salesforce, HubSpot, or Stripe to backfill signal history. This creates score history entries so you can see trends from before you started using iQcadence.

Choose how far back to pull data: 30 days, 90 days, 6 months, or 1 year. The system creates periodic signal snapshots across the selected range.

• Settings → Integrations — Each integration card has an "Import from CRM" option
• CSV Import page — The Import from CRM section is also available alongside standard CSV import

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. Reports can also be emailed directly — click the Email button to send now, send a test, or schedule recurring delivery.

• 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.

Each alert rule is an independent entity. Creating a new rule never affects existing rules. A single rule can include multiple alert types — they appear as one row in the Active Alerts table.

1. Click "+ Create Alert" to open the 3-step wizard.
2. Step 1 — Alerts & Scope: Select one or more alert types (e.g., Health Below Threshold + Renewal Approaching), configure thresholds, and choose manager scope (All or specific managers).
3. Step 2 — Channels & Schedule: Pick delivery channels (Slack, Teams, Email) from your saved connections, and set timing (Real-time, Daily, or Weekly).
4. Step 3 — Review & Save: Review your selections and save. The rule appears as a single row in the table.

• Sort — Click any column header to sort the table (Alerts, Conditions, Sent To, Timing, Scope, Created By)
• Filter — Click the funnel icon on column headers to filter by text or dropdown values
• Edit — Click the edit button to reopen the wizard with that rule's settings prefilled
• Toggle — Enable/disable a rule without deleting it
• Delete — Permanently remove a rule (does not affect other rules)

Connections are reusable channel configurations (e.g., a Slack webhook URL named "CS-Alerts Channel"). Create them once, then assign to multiple rules. Supports Slack webhooks, Microsoft Teams webhooks, and email recipients.

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

Build advanced automation rules using multiple conditions. For example: "Health Score < 40 AND Tier = Enterprise AND Renewal within 60 days".

1. Name your rule — Give it a descriptive name (e.g., "Enterprise Risk Alert").
2. Add conditions — Pick a field, operator, and value. Multiple conditions within a group are joined by AND. Add multiple groups joined by OR.
3. Set channels — Choose which saved connections (Slack, Teams, Email) to notify.
4. Save — The rule appears in the Custom Rules table.

Health Score, Status, Tier, Lifecycle, Logins, Adoption %, Tickets, NPS, CSAT, MRR, Days Since Contact, Growth, Momentum, Cadence Status, Renewal Within (days), Tags, and Manager.

The custom rules table supports the same sort and filter capabilities as alert rules — click column headers to sort, use the funnel icon to filter. Enable/disable, edit, or delete rules from the table.

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

Each alert rule can be scoped to all managers or specific managers. When scoped, alerts only fire for customers assigned to those managers — useful for routing notifications to the right CSM's Slack channel or email inbox.

Each integration pulls data from the external platform and maps it to customer fields in iQcadence. You control which metrics each integration owns via the Sync Overview toggles. Only one integration can own each metric at a time.

When an integration creates a new account and no tier data is available, default tiers differ: HubSpot defaults to SMB, Salesforce defaults to Mid-Market, and Stripe detects tier from product/plan names. You can always override the tier manually or via CSV import.

HubSpot and Salesforce assume deal/opportunity amounts are annual by default and divide by 12 to calculate MRR. If your deals are already in monthly amounts, change the "Deal amounts are" setting on each integration card to "Already Monthly".

HubSpot can sync NPS and CSAT scores from Service Hub feedback surveys. NPS scores (0-10) are mapped to Promoter/Passive/Detractor. CSAT scores (1-5) are mapped to Positive/Neutral/Negative. Requires Service Hub with the feedback submissions scope enabled.

HubSpot and Salesforce can create new customer accounts during sync. Toggle "Create new accounts" off if you only want to update existing accounts. Stripe is update-only and never creates new accounts.

Each integration card includes a Pull History button for one-click historical data backfill. This imports past signal snapshots from the CRM with configurable lookback periods (30d, 90d, 6 months, 1 year), creating score history entries for trend analysis. Also accessible from the CSV Import page under "Import from CRM".

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.