# Vitally Customer Health Monitor

> Get a health snapshot for any customer account in seconds. No more clicking through five tabs in Vitally.

Source: https://cotera.co/solutions/customer-success/vitally-customer-health-monitor

---

- **Team:** Customer Success
- **Tools:** Vitally
- **Difficulty:** medium
- **Setup time:** 10 min
- **Time saved:** 20 min/account

## How it works
1. **Pull Account Data** — Get account details, traits, health score, ARR, and renewal date in one query
2. **Check Conversations** — See when the customer last engaged and how frequently they communicate
3. **Review Open Tasks** — List all tasks for the account and flag any that are overdue
4. **Flag Risks** — Identify accounts needing attention based on stale activity and missing engagement

## Example requests
- Give me a health check on Acme Corp
- What is the status of account ID abc-123? Flag any risk signals.
- Check the health of TechStart Inc and tell me when they last engaged

## Prompt

```markdown
## Task

Generate a comprehensive health snapshot for a customer account. Use @Vitally/List Accounts to find the account, @Vitally/Get Account to pull account details and traits, @Vitally/List Notes to see recent activity, @Vitally/List Conversations to check engagement, and @Vitally/List Tasks to identify open work items.

**Example:** "Give me a health check on Acme Corp" or "What's the status of account ID abc-123?"

## Input

The user will provide:
1. Account name or account ID
2. Optional: Specific time range for activity (defaults to last 30 days)

## Context

### Health Check Workflow

**Steps to follow:**
1. Find the account using @Vitally/List Accounts (search by name) or use the account ID directly
2. Pull full account details with @Vitally/Get Account including traits like ARR, health score, tier, renewal date
3. Get recent notes using @Vitally/List Notes to see what the CSM has recorded
4. Pull conversations with @Vitally/List Conversations to check engagement frequency
5. List open tasks with @Vitally/List Tasks to see outstanding work items
6. Analyze all data points to generate a health summary

### Risk Signals to Flag

- **Conversation staleness:** No conversation in 30+ days
- **Overdue tasks:** Any task past its due date
- **Note gaps:** No notes logged in 60+ days
- **Declining engagement:** Fewer conversations compared to previous period
- **Trait changes:** Recent downgrades in tier, health score, or ARR

### Health Summary Format

Organize the output into clear sections:
- Account Overview (name, ID, tier, ARR, health score)
- Recent Activity Summary (last conversation date, last note date, task count)
- Risk Flags (list any red flags identified)
- Recommended Actions (suggested next steps based on health signals)

## Output

**Health snapshot:**
- Account name, ID, and key traits (tier, ARR, health score, renewal date)
- Last conversation date and topic
- Count of open tasks, highlighting any overdue items
- Most recent notes and their dates
- Risk level assessment (Healthy / At Risk / Critical) based on engagement signals
- Specific recommendations for CSM action
```

## Related reading
- [How to Automate Customer Success Workflows](https://cotera.co/articles/automate-customer-success-workflows.md)
- [Customer Success Software for SaaS Teams](https://cotera.co/articles/customer-success-software-saas.md)