Overriding a customer's churn score
When to override
Score overrides are appropriate when you have context the model doesn't have access to:
- A customer told you directly they'll be back next season (seasonal business)
- A customer is going through a personal situation and you're pausing outreach by agreement
- The model scored a customer incorrectly due to a data import error
- A customer who normally buys every 6 months has a high score after 4 months — you know their cycle
How to override
1
Open the customer's profile
Navigate to the Customer 360 view for the customer you want to override.
2
Click "Override score" in the header
A modal opens with the current score pre-filled.
3
Enter the override score and reason
Select a reason from the dropdown (or choose "Other") and add any context notes.
4
Save the override
The override is applied immediately. The score change is logged with your name and reason in the customer's activity timeline.
Override behaviour
- Overrides do not affect model training — the model continues learning normally
- At the next scoring cycle, the model will resume control unless you choose "Lock override" (keeps your score indefinitely)
- All overrides are visible to team members on the customer's profile
- Overridden customers are still exported normally — the overridden score is what gets exported
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