Schedule

Customer Success is primarily an on-demand agent. It responds when you ask, and it posts alerts when a relationship crosses a threshold. It does not send scheduled digests or periodic reports unless you request them.

On-Demand (Any Time)

Ask for a churn risk report, a quiet contact list, or a book of business overview at any point during the day. The agent reads the latest signal data when you ask and posts the result immediately. There is no queue or delay: results appear within a few seconds of the request.

Threshold-Triggered Alerts

Customer Success watches relationship signal data continuously. When a covered contact's last touch crosses the quiet threshold (10 days) or the churn-risk threshold (14 days), the agent sends an alert to the owning rep's direct messages and to its Slack channel.

Alerts go out as each threshold is crossed, not batched into a daily report.

Expansion and Sentiment Signals

When a new inbound message arrives from a covered contact, Customer Success reads it for expansion language and for sentiment shifts. If a message carries a meaningful signal in either direction, an alert is posted right away. There is no delay between the message arriving and the signal being evaluated.

Useful Rhythm

A practical habit: ask for the book of business overview at the start of each week. One request gives you a complete picture of who has been quiet, whose tone has shifted, and which relationships are humming along. It is a faster read than scanning the CRM, and it catches relationships that are drifting before the next cycle.