Customer 360

Customer 360 is the screen you'll use most. Everything about an account lives here, in a single scroll.

How to get there

• From My day → click any customer name in the lists.
• From Customers (left menu) → search by name, domain, or custom field.
• Global shortcut: ⌘J → type the name → Enter.

Anatomy of the record

The record has 4 blocks on desktop layout (they stack on mobile).

Header (always at top)

• Logo and name — pulled from the domain if connected to Clearbit.
• Current health — the circle with the score and color (green/yellow/red).
• Subscription status — Active, Trial, Paused, Churned.
• ARR and renewal date.
• Owner — assigned CSM. Changeable from the ••• menu.
• Quick action buttons: New email, New note, New task, Schedule meeting.

Left panel — Attributes

All customer fields, grouped:

• Standard — ARR, plan, domain, status, renewal date, segment.
• Custom fields — whatever your admin defined (Tier, Industry, ACV target, anything). See Custom fields.
• Contacts — list of people with role (Champion, Stakeholder, Billing, Technical), last contact, and individual health.

Click any contact to see their own timeline (only their interactions).

Center — Unified timeline

The chronological feed of everything that happened with this customer. It shows, mixed and filterable:

• Emails (Gmail/Outlook) — expandable, with full thread and attachments.
• Meetings (Google Calendar) — title, attendees, notes if any.
• WhatsApp messages (if the Kapso integration is on) — full conversation.
• Completed tasks — who did them and the outcome.
• Notes — free text that you or your colleagues logged.
• Support tickets — Zendesk/Jira, with status and priority.
• Product events — if you're ingesting analytics (feature_used, login, etc.).
• Health changes — when it crossed a threshold, when and why.

Available filters (above the timeline):

• By type (emails, meetings, tasks, etc.).
• By person (only events associated with one contact).
• By date (last 7/30/90 days, custom).
• By CSM on your team (if several work the account).

Right panel — Health and playbooks

• Score breakdown — each dimension with its value and weight, plus the trend over the last 30 days.
• Segment benchmark — how this customer compares to the segment average. "Above" or "below" on each dimension.
• Active playbooks — the playbooks running right now. Click each to go to the detail.
• Recent signals (last 7 days) — "Usage of feature X dropped 40%", "Critical ticket opened", etc.
• Suggested next action — what the AI recommends doing next, based on signals.

Editing fields

• Click any field → edit inline → Enter to save. Changes go to the audit log.
• Custom fields have validation: if the type is DROPDOWN, you can't type free text.
• If you don't have edit permission (viewer role), fields appear grayed out.

Actions from the record

Send email

New email button → composer opens → draft → Send.

The email goes out from your connected Gmail/Outlook account (not from a LealUp alias) and is automatically logged to the timeline. If the customer replies, the thread stays visible.

Shortcut: if you type /ai draft a follow-up email about renewal in the composer, the AI generates the draft in the tone you usually write.

Schedule meeting

Schedule meeting button → opens overlay with availability (read from Google Calendar) → pick a slot → select customer contacts → Send.

The meeting lands in Google Calendar with the Meet link, and shows up in the timeline as soon as it's accepted.

Create task

New task button → title, description, due date, owner (you by default) → Create. The task shows up in the owner's My day.

Ask the AI for a briefing

Cmd+K → "Prep me for tomorrow's meeting with Acme" → the AI summarizes:

• Current account state (health, renewal).
• Last 3 emails + last meeting + last ticket.
• Active playbooks.
• What to ask based on the meeting's goal.

Accounts with multiple owners

If your organization runs accounts with multiple CSMs (co-owners), the roles are:

• Primary owner — just one person; appears in the header.
• Co-owner — several possible; shown below. They receive notifications and can edit.
• Observer — they see the account but don't edit.

Configured in Admin → Team → Assignments.

Exporting

••• button top right → Export record → generates a PDF with header, attributes, timeline, and health history. Useful for QBRs with the customer.

Archive or delete

Archive (soft delete) — the customer disappears from lists but stays queryable under Archived. No historical data is deleted.

Delete (hard delete) — admins only, with confirmation. Deletes the customer and all their data. Irreversible.

See also: Playbooks and tasks to understand the active playbooks in the right panel.