Health score

Pi assigns every Customer a health score from 0 to 100 that summarizes whether the account is on track. The score updates nightly at 02:00 in your workspace timezone, and on a handful of live events: phase changes, task completions or overdue tasks, support tickets, and CRM stage updates. You see the current score on the customer page’s Health tab, in the Customers list as a colored pill, and as the sort key behind What’s at risk.

What feeds the score

Five signals roll up, each weighted differently:

You can see the signal-level breakdown on the Health tab. Click any row to expand into the underlying data: which tasks are overdue, which phase is dragging, which tickets are open.

The three buckets

Pi maps the raw 0-100 score onto three buckets that show up everywhere a score is displayed:

• Healthy (70-100, green). Account is tracking. Default state for a customer in active onboarding.
• Watch (40-69, yellow). One or two signals are degrading. Worth a check-in but not urgent. Shows up in the “Watch” lane on the Workbench.
• At risk (0-39, red). Multiple signals are degrading or one is severe. Surfaces in the Workbench risk lane and in whats-at-risk prompts.

The boundaries are workspace settings under Admin > Health score. You can tighten or loosen them if your portfolio runs hot or cold.

How it interacts with the at_risk status

The score and the status field are independent.

• The score is Pi’s automatic read. It updates on its own.
• The at_risk status is a flag you or a teammate sets on the Customer record. It does not move on its own.

When a score drops into the red bucket, Pi does not auto-flip status to at_risk. It nudges you instead: a new entry in the activity feed and a card in the Workbench inbox. You decide whether to set the status. See at risk and churned for what flipping the status triggers.

Webhooks

A score drop of 10 points or more fires a customer.health_score_dropped event. A bucket transition (Healthy to Watch, Watch to At risk) fires customer.health_bucket_changed. Useful for piping into Slack or your ops tooling. See webhooks overview.

Related

• At risk and churned
• What’s at risk
• Webhooks overview