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: ⌘K → type the name → Enter. The palette searches customers and contacts at once, so the person's name gets you there too.

Anatomy of the record

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

Header (always at top)

• Logo and name — the customer's name and, if you set a logo URL on the record, its image.
• 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: ⌘ + Enter sends the email without leaving the keyboard.

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

⌘ + / → "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.

Who owns the account, and who sees it

Every customer has one assigned CSM, exactly one. They appear in the header and can be changed from the ••• menu.

Someone else seeing the account is not a matter of assigning it to them too: it depends on their role's data scope. A role scoped to everything sees every account in the workspace; a role scoped to its own sees only theirs. That is why a director sees the whole portfolio without being assigned to anything.

Roles are configured in Admin → Team. See Roles and permissions.

Exporting

The record does not export on its own. What exists is bulk export of customers, tasks and subscriptions to CSV, from Exports.

Delete

Deleting a customer removes the record and all its data. It requires confirmation and is irreversible: there is no trash or archive. If in doubt, change its status (for example to churned) instead of deleting.

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