Managing Accounts

The account entity is used to store information about a customer. An account is usually a company or organization that has a business relationship with your company. Accounts are often sourced from CRM or billing systems

Accounts are managed by Amity users who work in the Customer Success field, whose goal is to maximize customer relationship retention. As a result, these people spend most, if not all, of their time managing and cultivating their accounts so they can make their customers as successful as possible.

Most of Amity's reporting and automation features operate in the Accounts app.

This article covers the following sections:

• Add an account
• Account Properties
• Ignore an account
• Delete an account
• Related entities 

Add an account

Accounts can be added using the global toolbar or the Accounts app.

From global toolbar

1. Click the Add menu button in the top right of the toolbar.
   
   
2. Click on Account.
3. Fill in the properties.
4. Click Add. 

From Account App

1. Navigate to the Accounts app.
2. Click on the plus button in the right of the Accounts toolbar.
   
   
3. Fill in the properties.
4. Click Add.

 

Account properties

Every account has extensive properties which store information about the account. There are simple ones such as Name, Description, and Tags that are all found in the Overview tab on the right-hand side, and more complex ones like Health and Insights.  

Edit account properties

1. Navigate to the Accounts app.
2. Click on an account to open its profile.
3. On the right side, find the Properties panel.
4. Click the action menu to Edit.
5. Fill in the properties.
6. Click Save.

 

Account Status

Every account has a status property. This property is automatically calculated by Amity using data from the account's subscriptions. The property cannot be modified directly by the user. A list of the statuses are below:

• Inactive: An account's status if the account has no subscriptions.
• Active: An account's status if the account has an active subscription.
• Churned: An account's status if all of the account's subscriptions have expired.

Sometimes, you want to show an account as active even when there are no subscriptions. You can use the property called Customer Since to override the status.

If you enter a date in that property field and that date is in the past, then the status will change from Inactive to Active if that account had no subscriptions. 

 

Other calculated properties

The following properties are calculated automatically by Amity. The values are read-only. You cannot modify these properties.

• Next Renewal: the earliest renewal date on any of the account's subscriptions.
• Final Renewal: the last renewal date; this is useful for Churned accounts.
• Last Active: The date and time of the last activity.
• Last Engaged: The last time there was an email, chat, meeting or phone call logged.
• Health: Health score. The score is determined by what Insights that have been attached to the account.
• Insight: A tag that tells you your customer activity, e.g. 'expiring soon', 'no activity'.

 

Ignore an account

Amity gives you the ability to ignore an account. When an account is ignored then Amity will not calculate a Health level or Insights, or execute any rules. Also, the account will not be included in any dashboards or reports.

This is helpful when you want to demo, train, or have other internal-use accounts.

To ignore an account:

1. Navigate to the Accounts app.
2. Open an account profile.
3. Navigate to Details on the left side panel. 
4. Find the 'Automation and Reporting' section.
5. Check the Ignore this account option.

 

Delete an account

To delete an account:

1. Navigate to the Accounts app.
2. Click on the account you want to delete to open its profile page.
3. Click   at the bottom of the side menu.
4. Click Delete.

 

Related entities

An account has several entities that revolve around it and are controlled by it, but also make up the account at the same time. These include Activities, Engagements, Notes, Plays and Tickets.

With these entities, you can store information regarding the account’s activity on Amity, any engagements their associations have made, notes pertaining to them, and any support tickets they’ve opened.