Troubleshooting

Frequently Asked Questions

How Is the Health Score Worked Out?

It is a score from 0 to 1 over the last 28 days. Recency, frequency and the number of sources are always counted. The tone of messages, missed response deadlines and the value tier of the contract count only when your agency has that data for the client. Green is 0.70 or more, yellow is 0.40 or more, and red is below that. These cutoffs are fixed. They are not days since contact, and you cannot change them.

Will Customer Success Ever Write to a Client?

No. It reads and reports. Draft outreach asks Account Assistant for a suggested message for the owning account manager. Approving it never sends: it saves a draft in the account manager's Gmail Drafts, and the account manager sends it from Gmail.

Can I Ask About One Client's Health?

Only through QBR prep, which takes a client name. Other requests cover the whole book. A question such as "what's the health status for a client" returns the help message. For one client's recent activity, ask Account Assistant.

Why Do My Onboarding or Renewal Lists Look Empty or Wrong?

Those lists, and the renewal date in QBR prep, come from contract information loaded for your agency. If none is loaded, they are empty, and QBR prep says no contract is on file. Ask your administrator to check that it is current.

Why Is a Client Red When We Just Spoke?

Scores come from signals the system can see: email, CRM and other connected sources. A phone call or a meeting that was not captured does not count. The score reflects what is recorded.

Why Does the Same Client Keep Appearing?

The lists read the latest signals each time you ask. A client who is still quiet will appear every time. New contact raises the score.

Where Are Alerts Sent?

The Engagement Health 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.

Common Issues

A Client Is Missing from the Lists

1. Check that the client is set up in your agency's list of clients.
2. Check that the client's email addresses are covered by a connected inbox. A client who writes to an address that is not watched has no signals.
3. If neither applies, contact support@agenteous.com.

Expansion Opportunities Shows the Wrong Clients

The expansion check reads for language about added scope or growth, and a passing mention of growth can look like a signal. Set aside any that do not fit.

Expansion Says the Classifier Is Unavailable

The check uses a language model that could not be reached at that moment. Try again in a few minutes.

Draft Outreach Does Nothing

1. Check that the Account Assistant is running for your agency. The request goes to it.
2. Look for the card in the account manager's private Slack messages. The suggested message arrives there, not in the channel you pressed the button in.
3. If nothing arrives after a few minutes, contact support@agenteous.com.

I Never Get an Engagement Health Alert

1. The alert is sent only when your agency has turned it on.
2. It is sent only when a client crosses down into red. A client that was already red does not trigger it.
3. A client with very little data does not trigger it the first time it is seen.
4. After an alert, the same client is not alerted again for 14 days.
5. If the configured owner has no linked Slack account and no Customer Success channel is set, the alert has nowhere to post. Ask your administrator.