Client Risk Detection
Identify at-risk clients early and take proactive steps to retain them and support their journey.
Who This Is For
This guide is for coaches who want to proactively identify clients who may be struggling, disengaging, or at risk of churning. Early intervention can save relationships and improve outcomes.
What This Feature Does
Risk Scoring
Each client receives a risk score based on engagement patterns and behaviour changes.
Churn Prediction
AI predicts which clients are most likely to cancel or stop engaging.
Proactive Alerts
Receive notifications when clients show warning signs before it's too late.
Intervention Suggestions
Get recommended actions to re-engage at-risk clients effectively.
Why This Feature Exists
Losing clients is costly—both financially and emotionally. Risk detection helps you:
- Identify struggling clients before they give up or cancel
- Prioritise your time on clients who need the most support
- Reduce churn and increase client lifetime value
- Improve client outcomes through timely intervention
- Build stronger, longer-lasting coaching relationships
Risk Indicators
The system analyses multiple signals to determine risk level:
Declining Engagement
Fewer workouts logged, missed check-ins, or reduced message activity.
Habit Streak Breaks
Previously consistent clients suddenly breaking habits or missing targets.
Stalled Progress
No weight change, measurements, or strength gains over extended periods.
Session Cancellations
Increasing cancellations or no-shows to scheduled sessions.
Negative Sentiment
Frustrated messages, complaints, or expressions of doubt about continuing.
Risk Stages
Low Risk (Healthy)
Client is engaged, logging workouts, and making progress. No intervention needed.
Medium Risk (Watch)
Some warning signs detected. Consider a check-in message or motivational nudge.
High Risk (At Risk)
Multiple warning signs. Immediate outreach recommended to understand issues and provide support.
Taking Action
Review the Dashboard
Check your client risk dashboard to see clients sorted by risk level.
Understand the Signals
Click on a client to see which specific indicators triggered their risk status.
Reach Out
Send a personalised message addressing their specific situation. Use the suggested message templates if needed.
Adjust Their Programme
If the issue is programme-related (too hard, boring, not fitting their schedule), make adjustments collaboratively.
Follow Up
Set a reminder to check in again in a few days to see if engagement improves.
A genuine, empathetic message often works better than a generic check-in. Reference specific data: "I noticed you haven't logged workouts this week—everything okay?"
Automation Options
You can enable automated responses for at-risk clients:
- Soft Check-in: Automatic gentle message when risk is first detected
- Coach Alert: Notification to you when a client reaches high risk
- Recovery Sequence: Multi-day outreach sequence for disengaged clients
Automated messages can be customised in Settings → Automations → Dropoff Rescue.
Frequently Asked Questions
How accurate is churn prediction?
The model learns from historical data and improves over time. It's not perfect, but it catches most at-risk clients before they cancel.
Can I see historical risk data?
Yes, each client's profile shows their risk history over time so you can see patterns and the impact of your interventions.
Do clients know they're flagged as at-risk?
No, risk status is only visible to you. Clients are not notified about their risk level.
Can I mute alerts for specific clients?
Yes, you can mute risk alerts temporarily for clients you're already actively managing or who have valid reasons for reduced activity.
Risk detection is a tool, not a replacement for your coaching intuition. Always consider the full context before reaching out.