Customer Overview

An automatically generated profile behind the Overview pill on every customer page — what the company does, how the relationship feels, what you still owe them, and where it is at risk or open to more.

The Customer Overview lives behind the Overview pill in the bar under the customer's name. The pill's colored dot shows relationship health at a glance — green for positive, red for at risk, gray for neutral or not yet known — and clicking the pill opens the full overview. It answers the questions an account manager asks before any call:

• What does this company do? A short business description grounded in the customer's captured conversations.
• Are we about to lose them? A churn risk level with the warning signs behind it. See Churn risk below.
• Is there room to grow the account? An upsell opportunity level with the buying signals and the services from your catalog they point to. See Upsell opportunity below.
• What do we still owe them? The open commitments — explicit asks and agreed next steps your side promised — each marked Open or Done. See Open commitments below.
• How does the relationship feel? A sentiment label — Positive, Neutral, or At risk — with a short rationale citing concrete facts from recent communications. Hover the badge to read it.

The services your company currently delivers to the customer live in their own Services pill next to the Overview — where you can confirm, reject, or add entries yourself. See Services on each customer.

Everything in the overview is generated from your captured data only — emails, meetings, and messages already in Salfio. Salfio never enriches it from the web, and never invents a sentiment: a customer with too little activity shows an explicit "not enough activity" state instead of guessed content.

Churn risk rates how likely the customer is to leave — HIGH, MEDIUM, or LOW — and lists the warning signals behind the rating: short, concrete sentences drawn from the customer's own communications, like an unanswered thread, a renewal approaching with nothing booked, or a complaint that escalated.

The rating is an assessment of evidence, not a mood reading, so it can legitimately disagree with the sentiment badge above it: a customer whose last conversations were friendly can still be HIGH risk when the renewal is close and nothing is scheduled. Read them as two separate facts.

The section appears once the customer has been assessed. Customers with no assessment yet show no churn section at all. When the level moves, the customer's account managers are alerted — see Churn risk alerts.

Upsell opportunity rates how open the account is to buying more — HIGH, MEDIUM, or LOW — with the buying signals behind it: the questions asked, the plans mentioned, the constraints hit. Under the signals, Salfio names the services those signals point to, taken from your services catalog. Only catalog services appear, so the suggestion is always something you actually sell.

Either part can stand alone: a level with signals but no matched service means the opening is real but nothing in your catalog fits it yet, and a level with no signals listed means the assessment found no quotable evidence this round.

Like churn risk, the section appears only once the customer has been assessed, and level moves alert the account managers — see Upsell opportunity alerts.

When a customer explicitly asks for something, or both sides agree your company will deliver something — a proposal, a quote, pricing, a follow-up, a meeting — that's a commitment, and the overview tracks whether it happened:

• Open — the ask or agreement exists, and nothing in later activity shows it was delivered. An agreed-but-never-sent proposal is the single highest-value follow-up there is, and this is where it surfaces.
• Done — later activity explicitly shows delivery (the proposal was sent, the meeting happened, the offer was made). Hover the entry to see both the original agreement and the delivery evidence.

A commitment is only marked Done on explicit evidence from a later conversation. When it's unclear whether something happened, it stays Open — the overview would rather show you a follow-up you already handled than hide one you didn't.

Cards that opt into Customer context — typically an upsell or next-steps card — see the commitments and their state, rank open ones as the top opportunities, and stop re-recommending actions you already took. See Cards → Extra context.

The overview stays current on its own:

• New activity — when new conversations land for the customer, the overview regenerates in the background.
• Manual refresh — the refresh button on the overview regenerates it on demand. Generation runs in the background; the section shows "Refreshing…" and updates in place when done.

The Generated timestamp shows when the current content was produced.

The churn risk and upsell opportunity ratings are assessed separately and keep themselves current as new activity lands — the refresh button regenerates the profile above them, not the ratings, and the Generated timestamp doesn't describe them.

• The overview is read-only: it reflects what your communications say, so the way to change it is to have the underlying activity captured in Salfio. The customer's services list is the exception — it has its own pill, and there your confirmations and rejections are the authority.