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# At risk and churned

`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_risk`                              | `churned`                                              |
| -------------------------- | -------------------------------------- | ------------------------------------------------------ |
| What it means              | Active customer who needs attention    | Customer has left                                      |
| Set by                     | You or a teammate, manually            | You or a teammate, manually                            |
| Set automatically?         | No (Pi nudges, you decide)             | No                                                     |
| Active onboardings         | Continue, surface in risk lane         | Auto-paused, tasks stop firing                         |
| Notifications              | Continue                               | Stop                                                   |
| Health score               | Continues to update                    | Frozen at value when set                               |
| Webhooks fired             | `customer.status_changed` to `at_risk` | `customer.status_changed` + `customer.churned`         |
| Counted in active reports? | Yes                                    | No                                                     |
| Reversible?                | Yes, flip back to `active`             | Yes, 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](/product/ask-pi/whats-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](/webhooks/overview) endpoint subscribed
* Does not stop notifications, pause onboardings, or freeze the [health score](/product/customers/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.

## Related

* [Health score](/product/customers/health-score)
* [Onboarding states](/product/onboardings/onboarding-states)
* [What's at risk](/product/ask-pi/whats-at-risk)

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.