Customer Retention
Identify and re-engage at-risk customers
What are customer health scores?
Every customer gets a health score from 0 to 100 that shows how engaged they are. It mainly depends on how recently and how often they buy and how much they spend. The score puts each customer into a level: healthy (80 and above), good (60–79), warning (40–59), at risk (20–39) and critical (below 20). Customers without enough history yet count as new.
How do I find at-risk customers?
On the "Customers" tab, tap the filter "At Risk" — it appears when some of your customers are at risk and shows only them. "Reach Out" then starts a message to all of them.
In "My Tasks", the row with more reconnect reminders opens "At-Risk Clients": the customers at risk or critical, each with the score, the level color and the main reason.
What outreach options are available for at-risk customers?
In "At-Risk Clients", tap a customer to open a WhatsApp chat (needs a phone number), call them, have AI write a personal message, or create a reminder to reconnect.
For several customers at once, use the "At Risk" filter on the "Customers" tab and tap "Reach Out", or open "At-Risk Outreach" in "WhatsApp". For regular automatic suggestions, set up "Auto Outreach".
How does automated outreach for at-risk customers work?
Auto Outreach suggests AI-written messages for your at-risk customers on a schedule. Set it up under "WhatsApp" → "Settings" → "Auto Outreach" (shown once WhatsApp is connected): switch on "Enable auto suggestions", pick the "Schedule days" and the "Notification time", choose the "Default tone" and add your own instructions under "Custom prompt (optional)" if you like.
At that time you get a notification. It opens "AI Outreach Review" with a message per customer, sent via WhatsApp or email. Nothing is sent until you confirm. Customers contacted on that channel in the last 7 days are skipped; if that's everyone, the screen says so.
How does email outreach work for at-risk customers?
Use the "At-Risk Outreach" wizard — in "WhatsApp", or via "Reach Out" on the "At Risk" customer filter. It has three steps:
- "Select Customers" — filter by risk level and choose the default channel
- "Configure Message" — pick the "Message Tone" and add "Custom Instructions (optional)"
- "Review & Send" — check each AI-written message; per customer you can switch between WhatsApp and email, edit the subject and have the message written again
For email, the customer needs an email address and your own name must be set in your profile.
How do email opt-outs and cooldowns work?
You can exclude a customer from AI outreach: open their profile, tap the gear icon and switch off "Allow AI outreach" under "AI Outreach". That customer can then no longer be chosen for AI messages, by email or WhatsApp.
"Auto Outreach" also skips customers who were contacted on that channel in the last 7 days. If a send is refused anyway (for example because of an opt-out), it's counted as failed in the result.