Account health

What the Healthy, At risk, Critical and Inactive badges on a customer mean, and exactly how they are worked out.

Every customer page shows a health badge (Healthy, At risk, Critical or Inactive) so you can spot accounts that have gone quiet before they churn. Health follows fixed rules, with no scoring model and no guesswork, and it’s worked out fresh each time you open the page, so it’s never out of date.

Where to find it#

Open any customer from Customers. Under the name you’ll see the badge and, next to it, the two signals it’s based on:

Days since last activity, for example “43d since last activity”, or Active today when the count is zero.
Open opportunities, for example “1 open opportunity”. This part is hidden when the customer has none.

Who can see it#

Permissions

account.view

Anyone who can open the customer sees its health badge.

How health is worked out#

The rules are checked in this order, and the first one that applies wins:

Badge	When
Inactive	The customer record itself has been deactivated.
Critical	90 days or more since the last activity, and no open opportunities.
At risk	30 days or more since the last activity.
Healthy	Anything else: activity within the last 30 days.

An open deal keeps a quiet account out of Critical, but not out of At risk. A customer with no activity for 120 days and one open opportunity is At risk; the same customer with no open opportunities is Critical.

What counts as “last activity”#

The day count runs from the most recent event recorded in UnitX’s activity feed against the customer record itself. If nothing has been recorded, it runs from the day the customer was created.

Logged calls and meetings don’t reset the count

Calls, meetings, emails, demos and notes you add with Log activity on the customer’s timeline are not currently part of this calculation. An account can show “43d since last activity” while its timeline has an email from last week. Read the timeline before you act on an At risk or Critical badge.

Lifecycle stage is separate#

The lifecycle stage badge next to the name (Prospect, Active, Inactive, Churned, Archived) is a label you or an integration set. It doesn’t feed into health. A customer in the Churned or Inactive lifecycle stage is still scored on activity, and only shows the Inactive health badge if the record itself has been deactivated.

Using health day to day#

Treat At risk as a prompt to check in, not a verdict. Look at the timeline to see when someone last actually spoke to the customer.
Treat Critical as urgent: nobody is working a deal and nothing has happened for three months.
Health can’t be overridden or set by hand, and the thresholds (30 and 90 days) can’t be changed.

FAQ#

Is health stored anywhere, or used in reports?

No. It is calculated when the customer page loads and is not saved, so there is no health history or health column to report on.

Why does a brand-new customer say Healthy?

With nothing recorded yet, the count starts from the day the customer was created, so a new customer has 0 days since last activity.

Do support tickets affect health?

No. Only the customer’s record status, its activity feed and its open opportunities are used.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.