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Every account has one lifecycle status. It says where the account is in its life as a customer, and it decides which accounts Zudo scores, summarizes and shows you by default.

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The five statuses

Trial, onboarding and subscribed accounts are live. Zudo scores their health, includes them in the dashboard, the daily follow-up and AI pulse, and shows them in the accounts list. Churned and ignored accounts keep all their data, but Zudo leaves them out of health scoring, the dashboard, the daily follow-up and AI pulse. The accounts list hides them unless you filter by status. Pickers and search still find them. The difference between the two is churn. A churned account counts as churn and records when it churned. An ignored account was never a customer you track, so it never counts as churn.

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Change an account’s status

On the account page, open the actions menu (⋯) and choose a status under Status. The current status has a check mark. When you move an account to Churned, Zudo records today as its churn date. Moving it back to a live status clears the date. You can also set a status when you:
  • Add an account: pick one in the Status row.
  • Import accounts from CSV: use a status column with trial, onboarding, subscribed, churned or ignored. Older sheets that say active or inactive still work, and are read as subscribed and ignored.
  • Use the API: send lifecycleStatus, and churnedAt to record an earlier churn date. See Update account.

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A status you set stays set

A status you choose by hand stays as you set it. Connections that sync statuses leave it alone, and so does a parent account’s status following its accounts. On a parent account, choose Use the status of its accounts in the actions menu to hand the status back.

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Statuses that update on their own

  • Vitally: when an account’s account_status trait in Vitally is canceled, a live account becomes ignored. When it stops being canceled, the account becomes subscribed again. Vitally never marks an account churned.
  • Stripe: an account Zudo creates from a Stripe customer starts as subscribed if the customer has an active or past-due subscription, trial if they’re only trialing, and ignored if nothing is live. Stripe doesn’t change the status of an account after that.
  • Parent accounts: a parent’s status comes from the accounts in it. It’s churned only when every account that isn’t ignored has churned. Otherwise it’s onboarding if any account is onboarding, then subscribed, then trial. See Parent accounts.

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Filter and automate by status

  • Accounts list: add a Status filter. Saved views that filter on the older Active and Inactive statuses keep working, as subscribed and ignored.
  • Segments and playbooks: use the Lifecycle Status and Churned Date fields in a rule. For example, a segment of accounts that churned in the last 90 days, or a playbook that starts when an account becomes onboarding.

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Accounts that existed before lifecycle statuses

Accounts used to have separate Active, Onboarding and Churned flags. Each one now has the status those flags described: churned accounts stayed churned, onboarding accounts stayed onboarding, active accounts became subscribed, and accounts that were none of the three became ignored. If some ignored accounts are really churned customers, open them and set them to Churned. The older flags are still returned by the API, derived from the status, so existing integrations keep working.

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What’s not here yet

Statuses change when you set them, or from the connection behavior above. Zudo doesn’t yet set them from rules on your own traits, track trial end dates, or hold a future churn date until the day arrives.