Define what Healthy, At risk, and Growth opportunity mean for your customers. Cust evaluates the available account context against those instructions and records a status with an explanation.

Builders, admins, and owners can configure health scoring in Tuning → Health, when health scoring is enabled for the workspace.

Write and test rules

Start with global rules, then add segment-specific instructions where different customers need different criteria. For example:

A champion has been silent for 30 days and there is no other engaged contact.
Recent support conversations show unresolved negative sentiment.
An account asks about additional integrations and its usage is increasing.

Use the rule-testing controls to check the result on a company before relying on a new rule set. The result depends on the data available to Cust, so connect and verify the relevant sources first.

Automatic refresh

The weekly refresh selects eligible customer accounts covered by enabled health rules. It considers new negative signals, new positive signals for accounts that are not healthy, accounts that have never been scored, and evaluations at least 90 days old.

This means an account can be refreshed even without recent activity, and not every new interaction necessarily triggers an immediate evaluation. Each completed evaluation stores its reasoning against the context available at that time.

Refresh a company manually

Open the company's health controls and choose Refresh now to request a new evaluation. Check the processing state and then reopen the health explanation to read the result. A refresh request does not change the status until evaluation completes.

The company's health history helps explain changes over time. You can also retrieve saved evaluations through the Partner API; reading that API does not run a refresh.