Notifications

Customer Success posts to its Slack channel and, for account-level alerts, sends a direct message to the owning account manager. All notifications are internal. None are visible to clients.

Churn Risk Alert

When: A client's last recorded signal crosses the 14-day threshold.

What it contains:

• Client name and account manager
• Exact number of days since last contact
• Signal count for the past 28 days (if any)
• A Draft this button to initiate a check-in via the Account Assistant

Action required: Review the card and decide whether to reach out. Press Draft this to ask the Account Assistant to prepare a check-in message in your voice, or dismiss the card if no action is needed at this time.

Quiet Client Alert

When: A client's last recorded signal crosses the 10-day threshold but has not yet reached churn-risk level.

What it contains:

• Client name and account manager
• Days since last contact
• Recent signal count for context
• A Draft this button for early outreach

Action required: Decide whether early outreach makes sense. This is a heads-up, not an emergency. Use it to get ahead of a potential issue before it escalates.

Expansion Signal Alert

When: Recent messages from a client contain language suggesting they want additional scope, are growing their team, or have an adjacent need the agency could serve.

What it contains:

• Client name
• The specific phrase or passage that triggered the signal, quoted directly from the source message
• A brief rationale for why this was flagged
• A Draft this button to start an expansion conversation via the Account Assistant

Action required: Read the quoted passage and decide whether this is worth following up on. The signal is a flag, not a recommendation. You decide whether the timing and context make sense for a conversation.

Negative Sentiment Alert

When: A client's recent messages show a shift toward negative tone, indicating frustration, disappointment, or a complaint pattern forming.

What it contains:

• Client name and account manager
• The sentiment label and a numeric score indicating how strong the signal is
• The message that triggered the flag (or a recent cluster if multiple messages contributed)
• A Draft this button to initiate a response via the Account Assistant

Action required: Read the flagged message and assess whether a direct response is warranted. Negative sentiment flags are early warnings; they do not mean the relationship is broken, only that something has shifted and it is worth knowing about.

On-Demand Reports (No Automatic Push)

When you ask for a churn risk list, quiet client list, or book of business overview, Customer Success posts the result directly to the channel where you asked. These are not scheduled pushes; they appear only when requested.