Customers

At risk and churned

Two statuses with different triggers and very different downstream effects.
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at_risk and churned are two of the four values the status field on a Customer can take (the others are active and archived). They look similar on the surface and both pull a customer out of the standard “active accounts” view, but they trigger different things downstream. Treat the distinction with care since flipping to churned is hard to reverse cleanly.

At a glance

at_riskchurned
What it meansActive customer who needs attentionCustomer has left
Set byYou or a teammate, manuallyYou or a teammate, manually
Set automatically?No (Pi nudges, you decide)No
Active onboardingsContinue, surface in risk laneAuto-paused, tasks stop firing
NotificationsContinueStop
Health scoreContinues to updateFrozen at value when set
Webhooks firedcustomer.status_changed to at_riskcustomer.status_changed + customer.churned
Counted in active reports?YesNo
Reversible?Yes, flip back to activeYes, but onboardings stay paused until you resume them

At risk: what it triggers

Setting status = at_risk from the Customer page status dropdown:

  • Adds the customer to the Workbench At risk lane, which is the queue most CS teams triage from
  • Highlights the customer in What’s at risk prompts to Pi
  • Tags every overdue task with a red border in the customer-facing portal
  • Fires customer.status_changed to any webhook endpoint subscribed
  • Does not stop notifications, pause onboardings, or freeze the health score

Pi watches for the conditions that should put a customer here (sustained low score, missed launch date, primary contact archived without replacement) and posts a nudge in the Workbench inbox. You make the call.

Churned: what it triggers

Setting status = churned:

  • Removes the customer from the active list and from reports that filter on active or at_risk
  • Pauses every active onboarding on the record. Tasks stop firing reminders, phase moves stop calculating
  • Stops all customer-facing notifications: phase-change emails, portal invites, task-due reminders
  • Freezes the health score at its current value so reports keep a stable history
  • Fires both customer.status_changed and customer.churned webhooks
  • Keeps every comment, attachment, contact, and activity-feed entry. Nothing is deleted

The customer still appears in search (you can find them by name) and you can open the record to read history. The Customers list filter defaults to hiding them.

Bringing a churned customer back

If the customer signs again, change status back to active. Their record stays intact, onboardings stay paused (so you can decide whether to start fresh or resume), and notifications resume on the next event. The “win-back” date is stamped into the activity feed for reporting.

Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.