For B2B and partner-led businesses, CX matters at the account level, not just per response. Account-level CX rolls every response from an account's contacts into one view with a health score.
How responses link to an account
A response is attributed to an account when its context carries an account identifier, resolved (in priority order) from a hidden field (`account_id` / `accountId` / `company_id`), the merge context of a signed link / event-trigger send, or a raw `?account_id=` URL parameter. The account key maps to your `CustomerAccount.externalId`.
Health score
Each account gets a composite health score (0–100) and a band (healthy / watch / at-risk), computed nightly from its NPS, average sentiment, and open-case load. New responses update it on the next refresh.
At-risk worklist
CX → Accounts lists accounts by health, with an at-risk worklist so a CSM can reach out before an account churns. Filter by health band, tier, and owner.