How a status is worked out
Veribl adds up points from fixed, readable rules. There is no hidden model. Signals count over the last 90 days, except open claims and tickets still waiting on your team, which count whatever their age.
A score of 15 or more is Happy, -20 or less is At risk, and anything in between is Neutral.
Signals that lower the score
- An open warranty claim, or a denied one
- A bad support rating (the latest rating is 2 out of 5 or lower)
- A helpdesk ticket waiting on your team for two days or more
- Chats the AI could not answer, or that were handed to your team
- Chat answers marked unhelpful
- Sounding frustrated in a chat or ticket
- Unsubscribing from your marketing emails (only counts if they had subscribed first)
Signals that raise the score
- A good support rating (4 or 5 out of 5)
- Resolved warranty claims
- Questions answered in chat, and chat answers marked helpful
- Sounding pleased in a chat or ticket
- Clicking your emails
- Registering two or more products
- No problems for 30 days or more since registering
AI sentiment
For "sounding frustrated" and "sounding pleased", an AI model reads the customer's own messages in AI chats and helpdesk tickets and labels them positive, neutral or negative. It runs in the background, a short while after a conversation goes quiet, and re-checks when the customer writes again.
Where you see it
- Customers list — the Health column and the Owner health filter. Hover the pill for the reasons.
- Customer profile — an Owner health panel lists every reason with its points. With no signals it says nothing has happened in the last 90 days.
- Analytics — the Owner Health card in the Breakdown section shows, per product, the share of owners who are happy, neutral and at risk, with the top problem. Products with the most at-risk owners come first.
- Flows — Owner health can be a flow filter or a yes/no split condition.
- CSV export — the contacts export includes Owner Health and Health Reasons columns.
- Webhooks — a
consumer.health_changedevent fires when an owner's status changes. See Webhooks.
When it updates
Scores on the Customers list and profile are calculated when you open them. The Analytics card and the webhook use a nightly run, so the card shows "Updated" with the time of the last run. The first nightly score for an owner does not send a webhook; only later changes do.
Use it in a flow
The ready-made Extend your warranty flow leaves out owners who are at risk or have an open claim. You can add the same rule to any flow: open the flow's trigger, and under Flow filters choose Owner health. See Flows.
Tip: An At risk owner is a good moment for a personal reply, not a promotion. Filter the Customers list by At risk and check the reasons first.