Targets & churn risk
Two views in one module. Targets is your team's scoreboard. Churn risk is the weekly hand-off to your Account Management team.
What it shows
The top half is a target board: the KPIs you committed to, the current value, the gap, and the trend. The bottom half is the churn risk table: every account you support, ranked by how likely they are to churn in the next 60 days.
Setting KPI targets
You can set numerical targets on the five KPIs that matter most for a support team:
- CSAT — the average customer rating, on a 5-point scale.
- Average quality score — the AI-derived score, 0 to 100.
- FRT — first response time, median or p90.
- Containment — share of conversations resolved by Fin Agent without human handover.
- Reopen rate — share of closed conversations re-opened within 7 days. Strong leading indicator of unresolved cases.
Targets are set per quarter and per team. The dashboard tracks the gap (green / amber / red) and the linear trajectory to the deadline.
Churn risk scoring
Each account in your Intercom workspace gets a risk score from 0 to 100, updated daily. The table lets you sort and filter by:
- Plan tier and MRR (if Stripe data is connected).
- Conversation volume over the last 30 days.
- Sentiment trend (improving / stable / worsening).
- Reopen rate.
- Last interaction date.
The risk formula
The risk score combines four weighted signals:
- Negative sentiment share over the last 30 days. Heaviest weight.
- Reopen pattern — accounts with 2+ reopens in 30 days are flagged regardless of sentiment.
- Volume trend — a sharp drop in conversations from a previously active account is a quiet-quit signal.
- Quality score on their conversations— if your team is consistently underperforming on a single account, that's a churn factor too.
Heads up
Workflows
Weekly CSM handoff
Every Monday, filter the risk table to score ≥ 70 and MRR ≥ your threshold. Export to CSV, send to your CSM lead with the conversation samples pre-attached.
Quarterly target review
Before the quarter ends, screenshot the target board. The trend line shows whether you'll hit each KPI at the current pace. Use it for board reports and team retrospectives.
Pushing to CRM
A native push to HubSpot and Salesforce is on the roadmap. In the meantime, the CSV export is filterable and clean enough for a scheduled import into any CRM.