Customer Retention
Identify and re-engage at-risk customers
What are customer health scores?
Every customer receives a health score from 0 to 100 that indicates how engaged they are with your business. Scores are calculated based on purchase frequency, recency, and other engagement signals. Customers are color-coded by risk level: green for healthy, orange for at-risk, and red for critical.
How do I find at-risk customers?
The At-Risk Overview screen shows all customers whose health scores indicate declining engagement. Each customer is displayed with their health score, risk level color, and the top signal driving their risk (for example, no purchase in 60 days). You can also see at-risk customers directly on your dashboard.
What outreach options are available for at-risk customers?
For each at-risk customer, you can take several actions:
- Send a WhatsApp message — Reach out directly via messaging
- Make a phone call — Call the customer
- AI outreach — Get AI-generated personalized message suggestions
- Create a reminder — Set a follow-up reminder for later
The app can also automatically suggest outreach for critically at-risk customers to help you re-engage them before they churn.
What retention analytics are available?
The Retention Analytics screen provides health score distribution across your customer base, overall retention rate, and trend charts. Use the time range filter (30, 90, or 180 days) to analyze different periods and identify patterns in customer engagement.
How does automated outreach for at-risk customers work?
Auto Outreach uses AI to generate personalized re-engagement messages for your at-risk customers. Enable it in the retention settings and configure your preferred schedule days, notification time, and default tone.
When eligible at-risk customers are detected, the system generates message suggestions that you can review and send. You stay in full control — messages are never sent automatically. Tap any suggestion to review, edit, and send it via WhatsApp or other channels.
Customers who were recently contacted are automatically excluded to avoid over-messaging.
How does email outreach work for at-risk customers?
In addition to WhatsApp, you can reach at-risk customers via email. The outreach wizard guides you through:
1. Select customers — Filtered by risk level and contact availability 2. Choose tone — AI-guided tone selection with optional custom instructions 3. Review messages — Per-customer editor with subject line and message body, character count, and the option to regenerate or remove individual messages
Email outreach uses your configured email service to deliver personalized re-engagement messages. A cooldown period prevents over-messaging — customers who were recently contacted are automatically skipped.
How do email opt-outs and cooldowns work?
The email outreach system respects customer preferences:
- Opt-out — Customers who have opted out of AI outreach are automatically excluded from email sends. The send result shows how many were skipped due to opt-out.
- Cooldown — Customers who were recently contacted are skipped to avoid over-messaging. The send result shows how many were skipped due to cooldown.
You can see the opt-out status on each customer's profile under the AI Outreach Opt-Out setting.