Notifications
Customer Success posts cards where you ask for them, and one alert on its own. Everything here is internal. No client sees any of it. The cards that carry a Draft outreach button hand the writing to Account Assistant.
Engagement Health Alert
When: A client crosses down into red, found during the daily 9:00 am run. It is sent only when your agency has this alert turned on. A client that stays red does not repeat the alert, and after an alert fires the same client is not alerted again for 14 days.
What it contains:
- A header, Engagement Health: at-risk
- The client and its health score, and that it crossed into the red band
- The main reasons behind the score
- A pointer to the Engagement Health page in the Operator Console
Action required: Look at the client and decide whether to reach out. The alert goes to the agency's configured owner in a private message, and to a Customer Success channel if your administrator has set one. It does not name an account manager for each client.
Churn Risk Card
When: You ask for churn risk.
What it contains:
- A line for each red client: colour, name, score, risk level and top reasons
- A Draft outreach button on each row
- Sometimes an anonymized note about a pattern across your book
Action required: Decide whether to reach out. Draft outreach asks Account Assistant for a suggested message for the owning account manager, who approves it to save it in their Gmail Drafts, then reviews and sends it from Gmail.
Quiet Clients Card
When: You ask for quiet clients.
What it contains: The same layout, for yellow and red clients.
Action required: The same.
Book of Business Card
When: You ask for the book of business.
What it contains: One line for each client with its colour, score and risk level.
Action required: None.
Renewal Forecast Card
When: You ask for renewals.
What it contains:
- Each contract renewing within 90 days, soonest first
- Days to renewal, the renewal date, the health score, the contract value and the tier
- A Draft outreach button on every row
Action required: Work down the list and use Draft outreach for renewals you want to start early.
Onboarding Card
When: You ask about onboarding.
What it contains: Each client still onboarding, its day since start, an overall status and each milestone with its target day.
Action required: None. Use it to spot a launch that is slipping.
Expansion Card
When: You ask for expansion opportunities.
What it contains: The client, the quoted line that read as new scope, and a short rationale.
Action required: Decide whether the timing is right for a conversation. This card has no Draft outreach button.
QBR Prep Card
When: You ask for QBR prep for a client.
What it contains: The client's health score and reasons, up to eight recent signals and the renewal date.
Action required: None.
References Card
When: You ask for reference candidates.
What it contains: Green clients with their score and how long they have been a client.
Action required: None.