Accounts & Profiles
Your book of business
Every customer is an account, and every account belongs to a profile that decides how it is scored and how much the agents may do on their own. This chapter covers the Accounts list, the account page and its tabs, how Active and Lost work, and how profiles are assigned.
At a glance
- Status is exactly Active or Lost; Lost stops automation at once and is reversible any time.
- The account header holds the key numbers: ARR, Health (click for the why), Renewal and Lifecycle.
- History is one timeline of everything that happened to the account, with tabs for All, Signals, Health, Status, Lifecycle, Escalation, Billing, Approvals, Workflow, Agents, Tasks and Profiles.
- Every account has one profile, set by hand or by its ARR range.
Articles
The Accounts list
The list is built for scanning quickly and acting in bulk.
Editing in place
Hover a CSM or date cell and a small pencil appears.
The account page and its tabs
Open any account to see everything about it on one page.
The History tab
History is one newest-first timeline of everything that happened to an account, grouped by year and month.
Active and Lost
An account's status is exactly Active or Lost.
Enrich with AI
Enrich with AI in the Accounts header enriches every account you can see — no selection needed.
Profiles: how accounts are grouped
A profile groups accounts that should be run the same way.
Tickets
Tickets live in one place wherever they came from: Freshdesk — tickets keep their Freshdesk number (FD-123), status and priority.
Recently deleted
Deleting an account is safe: nothing is erased straight away.