Customers & Portfolio Health
The customer roster — portfolio health, sentiment, pipeline, filters, and the account detail view your team works from every day
The Customers page is your account portfolio. It rolls every customer up into a single roster with relationship health, sentiment, and pipeline at a glance, and lets you drill into any account for the full picture.
Your book of business, prioritized: Open Customers, filter to My customers, sort by health, and immediately see which accounts are thriving, which need attention, and where the open pipeline is — without opening a single record.
The Portfolio Roster
The roster lists every customer your organization tracks, with summary charts above and a sortable table below.
Customer
Account name (and CRM linkage where synced)
Health
The relationship health score (0-100) with a healthy / watch / at-risk tone
Sentiment
Agent-assessed customer satisfaction, shown in words (e.g. Positive, Neutral, At risk)
Opportunities
Count of open opportunities on the account
Pipeline
Confidence-weighted value of open opportunities
Team
The account team assigned to the customer
Portfolio summary charts at the top of the page visualize the distribution of accounts across health and pipeline so leaders can read the whole book at once.
Finding the Right Accounts
Search
Find an account by name
My customers
Show only accounts where you are on the account team
Archived
Show archived accounts (hidden from the default view)
My customers filters the roster to accounts where you are a member of the account team. It's the fastest way for an account manager to focus on just their book of business.
Creating Customers
Customers can be added two ways:
From your CRM — when Salesforce, HubSpot, or Microsoft Dynamics is connected, accounts sync in automatically as customers. See CRM Sync.
Manually — create a customer directly when you want to track an account that isn't in (or hasn't yet synced from) your CRM.
The Account Team
Each customer has an account team — the users responsible for the relationship. Team membership matters in two places:
It powers the My customers filter.
It determines who receives notifications — account digests and opportunity status emails go to the account team. See Notifications & Digests.
Archiving Customers
When an account is no longer active, archive it to remove it from the default roster while preserving its history. Archiving asks for confirmation first to prevent accidental removal, and archived accounts remain available via the Archived filter.
The Customer Detail View
Opening a customer shows its detail page. The Overview tab presents four tiles:
Health
The current health score, with an explanation of what's driving it
Sentiment
Customer sentiment with the agent's rationale (click to read the full insight)
Opportunities
A snapshot of the open pipeline on the account
Connections
Key contacts and relationships on the account
The Health and Sentiment tiles are interactive — open them to understand why the score is what it is, not just the number.
Beyond Overview, the detail page has dedicated tabs for the Intelligence Feed and Opportunities.
Understanding Health vs. Sentiment
Health and sentiment are related but distinct, and it's important not to conflate them:
Question it answers
How strong is this relationship overall?
How satisfied is the customer right now?
Inputs
Sentiment + alerts + milestones + active delivery + open pipeline
The agent's read of customer satisfaction, with rationale
Scale
0-100, configurable weights
0-100 (50 = neutral), shown in words
Sentiment is one input into the health score. How much it counts — along with every other factor — is configurable. See Health Score & Scoring Settings.
Next Steps
Understand the signals behind an account
Work the pipeline on an account
Generate and refresh account intelligence
Configure how health is scored
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