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Frequently asked questions
- How often is churn risk refreshed?
- A full refresh runs automatically once a day and the results are saved as a snapshot, which is what powers risk trends. You can also run a refresh yourself at any time with “Refresh churn data” on the dashboard — previous results stay in place while it runs.
- Can I customize churn signals?
- Yes. The Churn Model page starts from a recommended set of signals, and you can enable or disable any of them, change names, thresholds and points, add your own signals, and set how old an account must be before a signal applies. You can also ask for suggestions based on how your agency works; suggestions are added alongside your model and never overwrite your edits.
- How are clients matched to sub-accounts?
- Each client is an agency-side contact linked to the HighLevel sub-account you manage for them. Existing confirmed links are used first. When a new sub-account is created, we try an exact email match, then an exact phone match. Anything uncertain waits for you on the Client Mapping page, where you can confirm the suggested match or choose a different contact.
- Can I trigger HighLevel workflows from churn conditions?
- Yes. In Automation Rules you pick a churn condition, pick one of your existing published HighLevel workflows, and the agency-side client contact is enrolled when the condition happens. Rules are paused until you confirm activation, “Test rule” enrols nobody, and each client is enrolled at most once per risk episode. The workflow content itself stays in HighLevel.
- What if a client's data is unavailable?
- We show it as unknown rather than guessing. A missing permission, an unmapped sub-account or a data source HighLevel does not expose means the affected signal is not scored, and the account is marked as needing verification instead of being treated as healthy or inactive.
- How do I report incorrect churn data?
- Use “Report a bug” above from the page showing the problem and leave the technical context box ticked. That attaches the page, your agency and the selected client so we can trace exactly which calculation looked wrong.