Troubleshooting

Frequently Asked Questions

Why Isn't Customer Success Alerting Me About a Client I Know Is Quiet?

Customer Success measures silence from the signals it can see: emails, shared-inbox messages, CRM activity, and meeting records. If a client's communication has moved to a channel that isn't connected (a personal email thread, a phone call, an in-person conversation), those interactions won't appear in the signal count.

Check whether the client's contact data in your CRM is up to date, and whether the accounts the agent monitors match the addresses your client actually uses. If the right channels are connected and the client is still missing from a quiet-clients report, see the "A client is missing from my reports" issue below.

Can I Change the Threshold for Churn Risk or Quiet Clients?

The thresholds (10 days for quiet, 14 days for churn risk) are set in your agency's configuration. If these cutoffs don't reflect how your clients typically communicate, ask your agency administrator to adjust them. Changes take effect on the next signal evaluation.

Will Customer Success Ever Send a Message to a Client Directly?

No. Customer Success is an internal analyst. It identifies situations and surfaces them to your team. Every client-facing message goes through the Account Assistant, which prepares a draft for a human to review and approve before anything is sent. Customer Success can initiate that process via the Draft this button, but it does not skip the approval step.

The Sentiment on a Client Message Looks Wrong. What Should I Do?

Sentiment classification reads tone from written messages. Very short messages, heavily idiomatic language, or messages where the client's usual style is unusually terse can produce results that don't match your read of the relationship.

If a sentiment alert seems off, dismiss it. The classification is a flag to prompt your attention, not a definitive judgment. Trust your knowledge of the relationship. If you see a pattern of consistently wrong classifications for a specific client, note it and let your administrator know so the signal weighting can be reviewed.

I Pressed "Draft this" but Didn't Receive a Draft. What Happened?

The Draft this button hands the request to the Account Assistant, which prepares the draft in your Slack workspace. Check the Account Assistant's channel for the approval card. If nothing arrived within a few minutes, check whether the Account Assistant is active. You can also make the request directly in the Account Assistant's channel.

Why Does Customer Success Say a Client Is at Churn Risk When We Just Spoke to Them?

Customer Success reads from the shared signal store, which is updated as messages arrive through connected channels. A phone call, video meeting that wasn't captured by your meeting integration, or a conversation in a channel the system doesn't monitor won't appear in the signal count. The agent can only report on what it can see.

If you know the relationship is healthy, you can dismiss the alert. Your administrator can also manually log a contact event against the client record so the signal count stays current.

Common Issues

A Client Is Missing from My Reports Entirely

1. Confirm the client has an active record in your CRM and that their account is marked as active.
2. Check that at least one contact email for the client is included in the monitored inboxes. A client whose messages arrive at an address the system doesn't watch will show no signals.
3. If the client was recently added, allow 24 to 48 hours for their first signals to be indexed. Very new accounts may not appear in health reports until there is a baseline to report on.
4. If none of the above apply, contact your agency administrator.

Expansion Alerts Are Firing for the Wrong Clients

Expansion signal detection reads for specific patterns in recent messages (language about new scope, team growth, new initiatives, adjacent needs). Occasionally a message that mentions growth in a general context will trigger a signal when no actual new scope is on the table.

If a signal looks like a false positive, dismiss the alert. If you notice a specific type of message that keeps producing false positives, let your administrator know so the classifier can be reviewed.

The "Draft this" Button Appears Greyed Out or Does Nothing

1. Check your Slack connection. If your session has timed out, button interactions may not register.
2. Try refreshing Slack and pressing the button again.
3. If the issue continues, contact your agency administrator. The interaction router that connects Customer Success to the Account Assistant may need attention.

A Card I Dismissed Keeps Reappearing

Alerts are generated when a threshold is crossed. If a client remains below the signal threshold after you dismiss a card, a new alert will fire at the next evaluation. Dismissing a card acknowledges the alert; it does not resolve the underlying situation.

To stop alerts from recurring, you need to either contact the client (which will add new signals and reset the count) or ask your administrator to add a manual hold on alerts for that account while you work through the situation.