Who can use this feature?
- Admins
- Available on all plans
Key moments are critical signals that reveal significant changes in account health and customer relationships, such as a mention of churn or a personnel change. They provide additional levers that can impact the standard health score calculation by overriding a risk status or by applying a numeric penalty or boost to a score.
Additionally, you can enable email or Slack alerts when key moments are detected.
Types of key moments
| Moment | Description |
| Extremely positive sentiment | Account engagement includes positive sentiment outside the normal classification |
| Extremely negative sentiment | Account engagement includes negative sentiment outside the normal classification |
| Churn mention | Account engagement includes mention of churn |
| Renewal mention | Account engagement includes mention of renewal |
| Personnel change detection | Account engagement includes detection of personnel change |
Enable a key moment
For each key moment, you can manage the key moment effects and add/edit individual alerts.
Enabling a key moment will directly impact your accounts' risk statuses and standard health calculations. The change will take effect immediately.
- In Unison, click Settings from the left nav.
- Click Key Moments.
- Click on a key moment to open the settings panel.
The panel provides a breakdown of total moments detected (last 90 days), number of accounts affected (last 90 days), and the number of alerts set up. - Under the Key Moment Effects area, choose the effect(s) to apply to this key moment:
- Override* boost: Increase the risk status; if enabled, choose the score value to use for the override boost risk status (e.g., Moderate Risk, Health).
- Override* penalty: Decrease the risk status; if enabled, choose the score value to use for the override penalty risk status (e.g., Moderate Risk, At-Risk).
*Overrides trump your health score threshold as the account Risk Status until its active time has lapsed (30 days) or your disable the active key moment in the account record.
- Score penalty: Decrease the score by a numerical value.
- Score boost: Increase the score by a numerical value.
- When satisfied with the key moment properties, turn the toggle to the ON position.
- Click Confirm to acknowledge that this change will take effect immediately.