Overview
The Cohort pages show you all the client organizations you manage in Hearth in one place. Use them to see how each client uses Hearth, which action plans are blocked, what you need from each customer, and each client's external exposure. You do not need to open each client workspace one at a time.
Before you begin
Before you use the Cohort views, check that you have:
- an MSP parent workspace in Hearth
- at least one client tenant linked to that parent workspace
- a role that includes cohort permissions
Note: Hearth shows these views only in an MSP parent workspace. A standalone workspace or a single client tenant cannot see them.
How it works
The Cohort views pull together information from every client organization under your MSP parent workspace. Because they cover more than one client, Hearth shows them only when it recognizes your workspace as an MSP parent.
The MSP parent workspace has the following views:
| View | Where to find it | What it shows |
|---|---|---|
| Cohort analysis | Setup > Cohort | One row per client with conversations, artifacts, automation health, and credits used this month, plus a summary of the shared credit pool. Clients with failing automations appear first. |
| Fleet action plans | More > Fleet action plans | Action plans across all clients, on three tabs: Blocked, Recurring entities, and Per-customer export. |
| Cohort exposure | More > Cohort exposure | External exposure for all of your clients in one view. |
| Cohort coverage | More > Cohort coverage | Accounts Hearth found through your shared integrations, and whether each one is mapped to a managed client. |
| Token caps | More > Token caps | A usage limit for each client on the shared credit pool, so one customer can't use up the whole balance. |
Reviewing your clients
To review your clients and open one client's workspace, do the following:
- From your MSP parent workspace, navigate to Cohort.
- Review the Cohort analysis table for your clients.
- Select a client's row to open that client's workspace.
From the Cohort exposure page, you can review the complete list of your tenants and select a client to open their Exposure page for details.
Reviewing fleet action plans
Fleet action plans
The Fleet action plans page includes the following options:
| Tab | What it shows |
|---|---|
| Blocked | Blocked plans across all clients, with how long each has been blocked, the reason, time since last update, and priority. You can filter by these options: Show only "waiting on customer," Assigned to me, or Older than 24 hours, 72 hours, or 1 week. |
| Recurring entities | Users, hosts, or other items that show up in action plans for two or more clients. Select one to see the plans it appears in. |
| Per-customer export | A status summary for one client that you can share with that customer. |
Reviewing blocked action plans
Review a client’s blocked action plans by doing the following:
- Navigate to More > Fleet action plans.
- Click Blocked.
- Use the filters to narrow the list. For example, set Older than to 72 hours to find plans that have been stuck longest.
- Select a plan to open it.
Exporting a customer status update
To copy a weekly status update that you can share with a client, do the following:
- On Fleet action plans, click the Per-customer export tab.
- In the client’s row, click Export.
- Review the summary. It covers the last 7 days in these sections:
- What we caught this week
- What we're working on
- What we need from you
- Coverage posture (when available)
- Click Copy as markdown, and then share it with your customer.
Asking Hearth about fleet health, renewal risk, and churn
Some cross-client views do not have their own page. Ask Hearth for them in a conversation from your MSP parent workspace using questions like the following:
| Ask about | Example question | What you get |
|---|---|---|
| Fleet pulse | "Which clients need attention this week?" | Open critical and high findings, time of the last finding, and activity for each client |
| Renewal risk | "Which clients have the highest renewal risk?" | A risk score for each client based on how quickly they resolve findings, how their engagement is trending, and how long they've been inactive |
| Churn signals | "Are any clients showing churn signals?" | Early signs a client might switch providers, such as bursts of new admin accounts, new sign-ins, or new agent installs |