Core concepts

This page collects the key LealUp concepts. Handy to keep open during onboarding and when explaining something to a new colleague.

Customer

Customer entity: a company or account that pays you (or is in trial). Each customer has:

• Name, domain, ARR, status (active / trial / churned / paused).
• Contacts (individual people within the company).
• Owner (your internal CSM) and co-owners (optional).
• Health score (0–100, see below).
• Timeline (emails, meetings, tickets, notes).
• Tasks and active playbooks.
• Custom fields your business needs.
• Renewal date, MRR, NPS, etc.

Not to confuse with User (people on your team that use LealUp) or Contact (people within the customer).

Health score

A number 0–100 representing how healthy a customer is. Calculated daily. 4 standard dimensions:

• Product usage — logins, active features, DAU/MAU.
• Engagement with CS — email frequency, meetings, response times.
• Support — ticket volume, resolution time, severity.
• Sentiment — email tone, NPS, critical words (competitors, "cancel", etc.).

Default ranges:

• 0–49: in risk (red).
• 50–69: neutral (yellow).
• 70–100: healthy (green).

You can tweak weights, thresholds, and add custom dimensions. See Health model.

Segment

A group of customers that share characteristics. Examples:

• LATAM Enterprise (status = active, country in LATAM, ARR > $50k).
• SMB Fintech (segment = SMB, industry = fintech).
• At risk (health_score < 60).

Segments are dynamic: they update automatically as customer data changes. Used for filtering, dashboards, targeted playbooks.

Playbook

A trigger-action automation:

• Trigger: a condition (e.g., health_score < 60 AND segment = Enterprise).
• Actions: one or more — create task, send Slack notification, send email to champion, etc.

LealUp comes with 5 seeded playbooks (at-risk, renewal, expansion, onboarding, win-back) that you can adapt. See Playbooks.

Task

Specific work a CSM has to do. Can come from:

• A triggered playbook.
• Manual creation ("call Maria").
• An AI suggestion ("Acme mentioned a problem — contact?").

Each task has owner, due date, status (pending / in progress / completed / skipped) and optionally a linked customer.

Alfred

The product guide inside LealUp. Alfred helps you understand how to use the platform, find features, and resolve configuration questions.

What it can do:

• Explain how each module works and where to configure it.
• Walk you through steps to reach a setting or action.
• Clarify concepts (playbooks, health score, dimensions, roles).

Customer-data AI features (summaries, email drafting, meeting briefings, risk signals) are embedded directly in each module (Gmail, Calendar, Customer 360, WhatsApp). See Alfred.

Role (RBAC)

There are 4 roles in LealUp:

Specific permissions are feature × action. See Team & roles.

Integration

Connection with an external system. Types:

• Email — Gmail, Outlook.
• Calendar — Google Calendar, Outlook Calendar.
• Chat — WhatsApp (via Kapso, Twilio), Slack.
• CRMs — HubSpot, Pipedrive, Salesforce (roadmap).
• Support — Zendesk, Jira, Intercom.
• Product analytics — PostHog, Mixpanel.
• Webhooks — generic, for any source.

Each integration comes with its own setup, scopes, and sync frequency. See Integrations.

Event

A product-usage data point sent by your application to LealUp. Examples:

• user_logged_in
• report_exported
• feature_X_clicked

Events feed the Product Usage dimension of the health score. Sent via POST /v1/events (batched). See Event ingestion.

Not to confuse with timeline event — a system-generated record (new email synced, ticket opened, etc.) that shows in the customer's timeline.

Webhook

Two directions:

• Inbound — LealUp receives data from external systems (rare in user scope; it's an integration setup).
• Outbound — LealUp notifies external systems when something happens (e.g., customer went red → Slack/Zapier).

Each outbound webhook has a signed URL (HMAC), retry with backoff, and nonce protection against replay. See Webhooks.

Timeline

Chronological view in each Customer 360 of all events related to the customer. Includes:

• Emails (synced from Gmail/Outlook).
• Meetings (Calendar).
• Support tickets (Zendesk/Jira).
• Internal CSM notes.
• Triggered playbooks.
• Ingested product events (if configured).

Dashboard

Configurable views with KPIs and charts. Each user can have their own personal dashboard + see team/global dashboards.

Renewal

An upcoming contract renewal. LealUp tracks:

• Renewal date.
• Annual (or monthly) amount.
• Forecast category: commit / best case / pipeline / omit.
• At-risk flag based on customer health.

See Renewals.

Customer vs user vs contact

Common source of confusion:

• User — person from your team who logs into LealUp (you + your colleagues).
• Customer — a company that pays you (your client).
• Contact — person within a customer (your client's employee).

Next

• Jump to For CSMs if you work directly with customers.
• Go to For Admins if you configure the platform.
• Look at For developers for programmatic integration.