Troubleshooting

Frequently Asked Questions

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

Customer Success measures silence from the signals it can see: email, shared-inbox messages, CRM activity, and meeting records. If a relationship has shifted to a channel that is not connected (a personal email thread, a phone call, an in-person conversation at a conference), those touches will not appear in the signal count.

Check whether the contact's record is up to date and whether the email addresses the agent monitors match the ones the contact actually uses. If the right channels are connected and the relationship still does not appear on a quiet-contact report, see the missing-relationship issue below.

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

The thresholds (10 days for quiet, 14 days for churn risk) are set in your firm's configuration. If those cutoffs do not reflect how your advisors, wholesalers, or LPs typically communicate, ask your firm administrator to adjust them. Changes take effect at the next signal evaluation.

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

No. Customer Success is an internal analyst. It identifies situations and surfaces them to your team. Every relationship-facing message goes through the Account Assistant or the Sales 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 Message Looks Wrong. What Should I Do?

Sentiment classification reads tone from written messages. Very short messages, heavily idiomatic language, or a contact whose usual style is unusually terse can produce results that do not match your read of the relationship.

If a sentiment alert looks off, dismiss it. The classification is a flag to prompt your attention, not a verdict. Trust your knowledge of the relationship. If you see a pattern of consistently wrong classifications for a specific contact, 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 (or the Sales Assistant for a sales-side touch). Check that agent's channel for the approval card. If nothing arrived within a few minutes, the drafting agent may not be active. You can also make the request directly in that agent's channel.

Why Does Customer Success Say a Contact 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, a video meeting that was not captured by your meeting integration, or a conversation in a channel the system does not monitor will not 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 log a contact event against the record so the signal count stays current.

Common Issues

A Relationship Is Missing from My Reports Entirely

1. Confirm the contact has an active record and that the account is marked as covered.
2. Check that at least one email address for the contact is included in the monitored inboxes. A contact whose messages arrive at an address the system does not watch will show zero signals.
3. If the relationship was added recently, allow 24 to 48 hours for the first signals to be indexed. Very new relationships may not appear in health reports until there is a baseline to report against.
4. If none of the above apply, contact your firm administrator.

Expansion Alerts Are Firing for the Wrong Contacts

Expansion signal detection reads for specific patterns in recent messages: language about a new mandate, a larger allocation, growth at the contact's firm, or an adjacent need. Occasionally a message that mentions growth in a general context will trigger a signal when no real opening is on the table.

If a signal looks like a false positive, dismiss it. If a specific kind of message 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 the session has timed out, button interactions may not register.
2. Refresh Slack and press the button again.
3. If the issue continues, contact your firm administrator. The bridge that connects Customer Success to the drafting agent may need attention.

A Card I Dismissed Keeps Reappearing

Alerts fire when a threshold is crossed. If a relationship stays 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 person (which adds new signals and resets the count) or ask your administrator to add a manual hold on alerts for that relationship while you work through the situation.