> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Run a Traffic Light Review

> Give customers a Green, Amber or Red status, flag specialist handling as Purple, and review non-Green customers each week.

**Audience:** MSP staff. Viewing statuses needs Client Health read access. Changing a status, Purple or a review needs **Client Health Write** permission. Company users never see Traffic Light statuses.

Traffic Light Review is an optional, manually assigned customer status. It sits beside the calculated health score and does not change it. An administrator turns it on and defines each status in [Traffic Light settings](/user-guides/settings/traffic-light-settings).

| Status | Meaning |
| - | - |
| **Green** | Healthy and under control. The expected operating state. |
| **Amber** | Warning state. A concern needs active management before it damages service or the relationship. |
| **Red** | Critical or unresolved risk that needs leadership visibility and a recovery plan. |
| **Purple** | Specialist handling. The environment needs extra technical care. Purple sits beside Green, Amber or Red, so a customer can be Red and Purple at the same time. |

Your administrator decides which details each status requires, such as the reason, accountable owner, remediation plan and next review date.

## Change a customer's status

1. Open the company from **MSP Tools > Client Health**.
2. In the **Traffic Light** panel, select **Change status**.
3. Choose **Green**, **Amber** or **Red**. Expand **Show criteria** to check the status definition.
4. Fill in the details. Required fields are marked, and the next review date defaults from the status's review interval.
5. Pick the **Accountable owner** and **Approver** from your staff list.
6. Select **Save status**.

Every change is kept in the panel's **History**. Technicians see the status and guidance on the company record, on tickets, and in your PSA if PSA banners are on.

## Return a customer to Green

1. Select **Change status** and choose **Green**.
2. Pick the **Approver** and enter a **Rationale**. Both are required.
3. Select **Save status**.

The current Amber or Red details are cleared from the panel. They stay in the history, and the PSA banner is removed if the customer is not Purple.

## Set or remove Purple

1. In the **Traffic Light** panel, select **Set Purple**, or **Edit Purple** when it is already on.
2. Enter the reason, the **Technician guidance** and the exit criteria, then pick the owner.
3. Select **Set Purple** or **Save Purple**.

To remove it, open **Edit Purple**, select **Remove Purple**, pick the **Approver**, enter a **Rationale** and confirm.

## Run the weekly review

Open **MSP Tools > Client Health** and select the **Traffic Light Review** tab. It lists every customer that is Amber, Red or Purple. Green customers don't need routine discussion.

* Use the tiles to switch between **Needs attention**, **Review due**, **Red**, **Amber** and **Purple**.
* **Review due** shows customers whose next review is today or overdue.
* Select a company to open its full record.

To record a review:

1. Select **Log review** on the customer's row, or in its **Traffic Light** panel.
2. Answer the review prompts that apply. Your administrator sets these prompts.
3. Set the next review dates, or leave them blank to keep the current dates.
4. Select **Log review**.

Logging a review keeps the status as it is. Change the status separately when the review decides it should move.

## Where technicians see the status

* **Ticket details:** a banner at the top of the ticket shows the status, reason and technician guidance.
* **Company record:** the status badge sits in the header. Select it to read the guidance.
* **Client Health list:** the **Traffic Light** column shows each non-Green customer's status.
* **PSA:** a Halo PSA pop-up note, an Autotask company alert, or a flagged ConnectWise company note, when PSA banners are on.

## FAQs

<AccordionGroup>
  <Accordion title="Is the Traffic Light status calculated automatically?">
    No. Staff assign every status by hand. The calculated health score is separate and unchanged.
  </Accordion>

  <Accordion title="Can a customer be Red and Purple at the same time?">
    Yes. Purple marks specialist handling and sits beside the Green, Amber or Red status.
  </Accordion>

  <Accordion title="What happens to the details when a customer returns to Green?">
    They leave the panel but stay in the history, with the approver and rationale for the change.
  </Accordion>

  <Accordion title="Why is the risk flag button missing?">
    When Traffic Light Review is on, the manual risk override is hidden so staff maintain one manual status. An existing override can still be edited or removed.
  </Accordion>

  <Accordion title="Why don't I see Change status?">
    Changing a status needs Client Health Write permission. Ask your MSP administrator.
  </Accordion>

  <Accordion title="Can company users see the status?">
    No. Traffic Light statuses and guidance are internal to your MSP.
  </Accordion>
</AccordionGroup>


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