Troubleshooting

Frequently Asked Questions

Why Isn't a Client I Know Is Quiet Showing Up When I Ask?

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, so the client may look more active than they are.

Check whether the client's contact data in your CRM is up to date, and whether the accounts the agent reads 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 start that process via the Draft outreach button, but it does not skip the approval step.

The Tone Customer Success Read on a Client Looks Wrong. What Should I Do?

Customer Success reads tone from written messages. Very short messages, heavily idiomatic language, or a client whose usual style is unusually terse can produce a read that doesn't match your sense of the relationship. Tone is one input it uses to decide what to surface; it is not a verdict on the relationship.

If the tone read seems off, trust your knowledge of the client. The read is there to prompt your attention, not to settle the question. If you see a pattern of consistently wrong reads for a specific client, note it and let your administrator know so the signal weighting can be reviewed.

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

The Draft outreach 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 the latest signals when you ask, and those signals are updated as messages arrive through connected channels. A phone call, a video meeting that wasn't captured by your meeting integration, or a conversation in a channel the system doesn't read 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 Signals Are Surfacing 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 read as a signal when no actual new scope is on the table.

If a surfaced signal looks like a false positive, set it aside. 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 outreach" 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 connection that hands Customer Success requests to the Account Assistant may need attention.

The Same Client Keeps Coming Up at Churn Risk

Customer Success reads the latest signals each time you ask, so a client who is still silent will keep appearing on the churn risk and quiet-clients lists every time you run them. The agent is reporting the situation accurately; it is not stuck.

To take that client off the list, either reach out (which adds new signals and resets the count) or ask your administrator to log a recent contact event against the record, or to place a hold on that account while you work through the situation.