The Configure section in GoCSM allows you to customize how Account Health is calculated. This ensures the Health Score reflects your agency's unique definition of success, not a one-size-fits-all formula.

What You Can Configure

Pillar Weights

Adjust how much each pillar contributes to the final Health Score. All four weights must total 100%.

You can shift these weights to match your business model. For example, an agency where product usage is the strongest predictor of retention might keep Product Adoption at 40% or higher, while a service-heavy agency might increase Customer Sentiment.

Required Features and Priority

Define which of the 9 trackable features are required for your clients:

• Contacts

• Workflows

• Calendars

• Payments products

• Phone Numbers

• Conversations

• SMS

• Custom Menu Links

• Email Domains

For each required feature, assign a priority level that controls its impact on Usage scoring:

Priority affects Usage scoring only. It does not change how Infrastructure is scored. A High-priority feature that declines has three times more impact on the Usage score than a Low-priority one.

Only select features that genuinely drive retention for your clients. Marking non-critical features as required or assigning them High priority will cause their activity fluctuations to have an outsized impact on scores.

Important: If no features are selected as required, the Infrastructure score defaults to 0, which will significantly lower the overall Product Adoption pillar.

Lifecycle Stage Boundaries

Set the day thresholds that determine when accounts transition between lifecycle stages. The default boundaries are:

These boundaries directly affect sub-score weighting within Product Adoption:

• Onboarding accounts weight Infrastructure more heavily (50%), reflecting the importance of getting set up

• Growth accounts shift weight toward Growth and Usage (40% and 35%), reflecting the transition from setup to active use

• Mature accounts weight Usage and Growth most heavily (45% each), reflecting the expectation of consistent platform engagement

Adjusting these boundaries lets you control when the scoring system starts expecting more from an account. If your onboarding process typically takes 120 days, extending the Onboarding boundary prevents accounts from being penalized for not yet behaving like Growth-stage accounts.

How to Use Configuration to Match Your Business Strategy

Align Health with Your Business Goals

Define what success means for your agency, then adjust pillar weights accordingly:

• Product-led growth: increase Product Adoption weight

• Revenue-driven: increase Revenue Intelligence weight

• Service-heavy: increase Customer Sentiment weight

Define What Adoption Really Means

Only select features that truly drive retention. Assigning High priority to non-critical features will cause their activity fluctuations to have outsized impact on Usage scores. Be intentional about what you mark as required and at what priority level.

Use Lifecycle Stages to Avoid False Signals

Lifecycle stages prevent new accounts from being penalized for not yet doing what mature accounts do. Onboarding focuses on setup (Infrastructure), Growth focuses on expansion (new contacts), and Mature focuses on consistency (Usage). If your scores seem off for newer accounts, check whether your lifecycle boundaries match your actual onboarding timeline.

Use Overrides Strategically

• Mark high-value or strategic clients as Priority accounts

• Use Lifecycle overrides for accounts with unusual histories

• Exclude accounts that are being migrated, paused, or are otherwise not representative

Review Configuration Monthly

Check whether scores reflect reality. If At Risk accounts are not actually at risk, or Thriving accounts are churning, revisit your pillar weights, required feature selections, and priority assignments. Configuration is not a set-it-and-forget-it step. It should evolve as your agency and client base change.