Health Scores
AI-powered client relationship health monitoring that surfaces at-risk clients before they leave.
Overview
Losing a client is almost always preventable — but only if you know a relationship is deteriorating before they leave. Most law firms discover a client is unhappy only when they don't return, or when they receive a complaint. By then, the opportunity to intervene is gone.
Health Scores gives every client in your firm an AI-generated relationship health score between 0 and 100. The score is calculated from signals already present in FRITH — how recently the client was last contacted, how many active matters they have, whether they have unpaid invoices, and how responsive they have been to communications. Clients with declining scores are flagged so attorneys can take proactive steps to re-engage them before the relationship breaks down.
Score Bands
Healthy
Score 70–100The client relationship is in good shape. Recent activity, current accounts, and regular communication all indicate a client who is engaged with the firm and likely to return for future matters. No action required — simply maintain the relationship.
At Risk
Score 40–69One or more signals indicate the relationship may be weakening. Common causes: no contact in 60+ days, an unpaid invoice sitting unresolved, or a completed matter with no follow-up. This band is the most actionable — intervention at this stage is usually successful.
Critical
Score 0–39The relationship shows strong signs of disengagement. No recent activity, significant outstanding invoices, or a long period of silence following a completed matter. Immediate outreach is required. In some cases, the client may have already left — the score prompts verification.
What Drives the Score
The AI health score is calculated from four categories of signals drawn from the client's activity in FRITH:
Recency of last activity
How recently was the client last contacted — called, emailed, met with, or had a document shared? Clients with no contact in 90+ days start declining toward At Risk. Those with no contact in 180+ days approach Critical.
Active matter count
Clients with multiple active matters have a strong ongoing reason to engage with the firm. A client whose last matter closed two years ago with no new work represents a retention risk regardless of the historical relationship.
Outstanding invoice balance
Unresolved invoices are a leading indicator of relationship friction. A client who has stopped paying usually has a grievance — either about the bill, the service, or the outcome. A high outstanding balance depresses the health score.
Communication engagement
Response rates to emails, portal messages, and requests for information. A client who responds promptly is engaged. One who goes silent or repeatedly delays is signalling disengagement. The AI factors in activity data to assess this.
Using Health Scores
Open Health Scores
Click Health Scores in the sidebar under Business Development. The module loads all contacts that have an AI health score, sorted by score (lowest first by default) so the most at-risk clients appear at the top.
Filter by risk band
Use the risk filter to focus on a specific band: All, Healthy, At Risk, or Critical. For a weekly relationship maintenance routine, filter to At Risk to see which clients need a touchpoint this week.
Review the score factors
Click any client to open their Contact record. The health score section shows the breakdown of contributing factors — last activity date, active matter count, and outstanding invoices. This tells you why the score is where it is and what action will improve it.
Take action
For At Risk clients: schedule a check-in call, send a brief follow-up email, or review whether there are any open matters that could be progressed. For Critical clients: make contact immediately. If there is an outstanding invoice, address it directly before it becomes a formal dispute.
Request a score refresh
Health scores update automatically overnight. If you have just logged a significant activity (a meeting, a payment received) and want the score to reflect it immediately, click Refresh Score on the contact's health score panel.
Using health scores effectively
- • Review the At Risk list every Monday morning. Address every at-risk client with a specific action — a call, an email, a check on whether a pending matter needs progress — before the week starts.
- • A health score is a signal, not a judgement. A client who has been quiet for 3 months may have simply had no legal needs — the score will improve the moment they re-engage. Use scores to prompt proactive outreach, not to conclude relationships have ended.
- • Resolve outstanding invoices as a priority for Critical clients. An unpaid invoice is often the symptom of a problem, not the cause. Call to understand if there is dissatisfaction with the work before resorting to debt recovery.
- • Log every client touchpoint in Activities — a coffee meeting, a referral sent their way, a congratulations note on a business milestone. These interactions improve the health score and are valuable records of the relationship history.
- • Health scores are only as good as the data behind them. Firms that consistently log activities and keep billing current will see accurate, actionable scores. Firms with patchy data entry will see less meaningful scores.
Frequently Asked Questions
How often are health scores updated?
Health scores are recalculated automatically overnight (once per 24-hour cycle). If a significant activity has been logged during the day, you can request an immediate refresh from the contact's health score panel. The score displayed always shows the last calculated time.
Why does a long-term client have a low health score?
The health score reflects current engagement signals, not historical relationship length. A 20-year client whose last matter completed 18 months ago, who has not been contacted since, and who has a small unpaid invoice will score poorly — not because the relationship is bad, but because the current signals indicate disengagement. A proactive outreach call will typically resolve this quickly and improve the score in the next cycle.
Can I suppress a client from the Health Scores view?
You can mark a client as "score exempt" from their Contact record. Exempt clients do not appear in the Health Scores module. Use this for clients in exceptional circumstances (e.g., a client who has passed away, a dormant entity that is retained for filing purposes only) where the standard signals do not apply.
Can administrators see all clients' health scores, or only their own?
Attorneys see health scores for clients assigned to them. Administrators and firm principals see scores for all clients across the firm. Firm-wide health score dashboards are accessible from Organisation → Client Health Overview.