Customer health scoring

This summarizes how each account is doing from product usage and support signals. A Beam agent reads the metrics feeding a Vitally health score, applies the thresholds your team approved, and updates the account when a score crosses a line. A drop into risk can open a task for the assigned CSM; a climb can mark an account ready for expansion talks. The agent writes the change and its reason back to the account. When signals conflict, say heavy usage alongside an angry ticket, the agent routes the account to a person rather than picking a label.

Account activity tracking

This keeps a running record of what an account has done. A Beam agent reads events flowing into Vitally, such as logins, feature use, and support touches, and attaches them to the right account and contact. Following your rules, it can update the lifecycle stage or tag an account after a defined pattern of activity. Summaries can be written into the account timeline for the CSM. Events that cannot be matched to a known account, or that look like duplicates from two sources, are set aside for a person to resolve safely.

Playbook automation

This runs the standard steps your team takes for a given situation. A Beam agent watches for the trigger a playbook depends on, a renewal date, an onboarding milestone, a health dip, then reads the account context and executes the approved steps: creating tasks, updating fields, or notifying an owner. Each action is recorded on the account so the history stays clear. When an account does not fit the playbook's assumptions, or a step needs a judgment call like offering a discount, the agent pauses and hands that decision to a person.