Accounts and health
How Airhop groups contacts into accounts and scores each one for health.
Airhop rolls your individual contacts up into accounts (companies), then scores each contact and account for health so you can see who is slipping while there is still time to act.
How accounts form
Contacts group into accounts automatically by email domain. When a contact is identified with jo@acme.com, Airhop finds or creates the Acme account and attaches them. Personal email domains (Gmail, Outlook, iCloud, and the like) are skipped, so individual users do not get grouped into a junk account.
Automatic domain grouping is the floor. Two things override it:
- A
groupcall from the SDK or API ties a user to a specific account id. See Send product events. - A CRM sync (HubSpot) maps companies to accounts and links contacts by email. See Integrations.
- A CSM can create, edit, merge, and move contacts between accounts by hand in the dashboard.
Each account records its source (auto, manual, sdk, or crm), and a curated or CRM-sourced account wins over the automatic guess.
What an account holds
Beyond its members, an account carries commercial and health fields, populated from your CRM or curated by your team:
- Name and domain
- ARR and renewal date
- Owner and deal or lifecycle stage
- Segment and tier
- A rolled-up health score and band
The renewal date is what the renewal-approaching playbook trigger watches.
The health score
Every contact gets a health score from 0 to 100, and a band:
| Band | Score | Meaning |
|---|---|---|
| Healthy | 70 to 100 | Active and engaged. |
| At risk | 40 to 69 | Slowing down, worth a look. |
| Critical | 0 to 39 | Quiet or negative, churn risk. |
What feeds it
The score combines four signals:
- Recency of activity, the strongest churn predictor. A user active in the last week scores far higher than one who has not logged in for a month.
- Activation: whether the contact has reached your activation milestone.
- Milestone progress: how far through your defined milestones they are.
- Sentiment: the latest call-note sentiment from a connected call source (Fireflies or Gong) nudges the score up for a positive call and down for a negative one.
An account's score is the rollup of its members' scores.
When it updates
Health recomputes when a contact is active, and again on a daily sweep so that recency decays over time even for contacts who go quiet. When a contact's band genuinely worsens, that drop can fire a health-dropped playbook.
Where you see it
The dashboard surfaces accounts and people who need attention, with the health band shown as a pill and the factors behind a score laid out on the contact and account detail pages. A daily digest emails your team the at-risk and critical accounts, each with an AI-written reason and a suggested next action grounded in real signals (health factors, recent events, renewal proximity).
You can also ask a free-form question about any account ("what is going on with Acme?") and get an answer grounded in that account's live context: health, contacts, events, CRM fields, and call notes.