> For the complete documentation index, see [llms.txt](https://docs.darcyiq.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.darcyiq.com/grow/customer-intelligence/settings-and-scoring.md).

# Health Score & Scoring Settings

Customer Intelligence ships with sensible defaults, but every business thinks about accounts differently. The **Customer Intelligence** settings panel lets you tune how opportunities are sized and prioritized, and how account health is scored — organization-wide.

{% hint style="success" %}
**Scoring that matches your business**: A delivery-heavy services firm weights active projects and risk more; a growth-focused team weights pipeline and sentiment. Pick a preset, watch the live preview update against example accounts, and save — every account scores by your rules.
{% endhint %}

{% hint style="info" %}
**Where to find it**: Settings -> Customer Intelligence. These settings apply across your whole organization and require manage permission to edit. They do not change *what* the Account Management Agent does — only how its findings are scored.
{% endhint %}

## Deal Sizing

Each opportunity carries a T-shirt size; deal sizing maps each size to a representative dollar value used for the confidence-weighted pipeline.

| Size                 | Default value |
| -------------------- | ------------- |
| **Small (S)**        | $5,000        |
| **Medium (M)**       | $50,000       |
| **Large (L)**        | $100,000      |
| **Extra large (XL)** | $250,000      |

## Priority Tiers

Every opportunity gets a 0-100 priority score. These cutoffs decide what reads as High / Medium / Low.

| Setting                | Default | Meaning                                        |
| ---------------------- | ------- | ---------------------------------------------- |
| **High at or above**   | 55      | Score at or above this is High priority        |
| **Medium at or above** | 35      | Score at or above this is Medium; below is Low |

## Stale & At-Risk

| Setting           | Default | Meaning                                                        |
| ----------------- | ------- | -------------------------------------------------------------- |
| **Stale after**   | 21 days | An opportunity with no movement for this long is flagged stale |
| **At-risk below** | 50      | An account with a health score below this is flagged at-risk   |

## Health Score

Health starts at a **baseline** and adjusts for recent events. Each factor contributes a bonus or penalty per item, capped at a maximum impact — plus customer sentiment, which shifts the score up or down.

| Factor                 | Default per item | Default max impact | Effect                                               |
| ---------------------- | ---------------- | ------------------ | ---------------------------------------------------- |
| **Baseline**           | —                | —                  | Neutral starting score (default 60)                  |
| **Alerts**             | -4               | 16                 | Recent risk alerts lower health                      |
| **Milestones**         | +5               | 20                 | Recent achievements raise health                     |
| **Active projects**    | +4               | 12                 | Active delivery raises health                        |
| **Open opportunities** | +2               | 8                  | Open pipeline raises health                          |
| **Customer sentiment** | —                | ±30                | Sentiment shifts health linearly around neutral (50) |

Sentiment maps linearly around neutral: a sentiment of 50 is no change, 100 adds the full positive impact, and 0 subtracts the full negative impact. Setting the sentiment max impact to 0 disables its contribution.

{% hint style="info" %}
**Why alerts are capped modestly**: Alerts flag risk but don't carry a magnitude, so the defaults deliberately keep their impact bounded and give sentiment a leading role — preventing a flurry of minor alerts from dominating an otherwise healthy relationship.
{% endhint %}

### Presets

Three presets adjust the health weights in one click:

| Preset                | Emphasis                                            |
| --------------------- | --------------------------------------------------- |
| **Balanced**          | Even weighting with sentiment leading (the default) |
| **Delivery-weighted** | Active delivery and risk matter most                |
| **Growth-weighted**   | Momentum, pipeline, and sentiment matter most       |

### Live Preview

As you adjust weights, a **live preview** scores a set of example accounts (e.g. a struggling, a steady, and a thriving account) so you can see how your settings play out before saving.

## CRM Connection

The settings panel also surfaces your organization's **CRM connection** status (your connected CRM — Salesforce, HubSpot, or Microsoft Dynamics — shown as Connected or Not connected), with a shortcut to connect or manage it. This makes it easy to confirm the data source powering Customer Intelligence right where you tune it. See [CRM Sync](/grow/customer-intelligence/crm-sync.md).

## When Changes Take Effect

{% hint style="info" %}
Changing these values **recomputes priority and pipeline immediately**. **Health scores update on each account's next agent run** — historical numbers are not retroactively changed.
{% endhint %}

## Next Steps

| Goal                                     | Documentation                                                                           |
| ---------------------------------------- | --------------------------------------------------------------------------------------- |
| See how opportunities use these settings | [Opportunities](/grow/customer-intelligence/opportunities.md)                           |
| Understand health vs. sentiment          | [Customers & Portfolio Health](/grow/customer-intelligence/customers-and-health.md)     |
| Connect the CRM that feeds the portfolio | [CRM Sync](/grow/customer-intelligence/crm-sync.md)                                     |
| Learn what the agent records             | [The Account Management Agent](/grow/customer-intelligence/account-management-agent.md) |


---

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