There are multiple things that can affect a customer's health score. One thing that may be overlooked is the Ignore this account box in the Details tab of an account's profile.
When this box is checked, Amity will not calculate a health level, insights, or execute any rules. The account will also be excluded from dashboards or reports.
- Navigate to an account's profile.
- Click Details in the side menu.
- Under the Automation and Reporting heading, check the Ignore this account box.