ClientSuccess offers real-time and daily digest alerts based on client health and activity to help drive proactivity. This article provides a definition of each and which user level receives which alerts.
Requirements
To receive alerts for your clients, you must:
Enable the alerts in your individual user alert preferences.
To receive alerts by email, you must:
Enable "Send emails about time-sensitive alerts as they occur".
Enable "Send daily digest email of client health and activity".
To receive alerts for a team of users you manage, you must:
Be set as "Manager" on their user on the "Team" page in Global Settings.
Have the role of manager.
Notes
In most situations, you will not receive an alert for a condition that you trigger yourself.
Default alert settings can be customized for your entire organization, as new users are added.
Individual users can also customize alert preferences.
Daily alerts
Assigned CSM
A client's pulse hasn't changed in [30] days.
A client's SuccessScore drops below [50].
A client's SuccessScore is below [50] for [30] consecutive days.
A to-do is due in [5] days.
A to-do was due yesterday.
A client hasn’t engaged with you in the past [14] days.
A client hasn't been emailed in the past [14] days.
A client hasn't been called in the past [21] days.
A client hasn't been met with in person in the past [30] days.
A client hasn't done "[Event]" for [15] consecutive days.
A client does "[Event]" more than [30] times within [15] days.
A client doesn't have a subscription after [3] days.
A client subscription is [30] days from renewal.
A client subscription lapsed yesterday.
A client renewed their subscription.
A client terminated their subscription.
A client is missing an executive sponsor.
A stage is due in [5] days.
A stage was due yesterday.
An activity is due in [5] days.
An activity was due yesterday.
A task is due in [5] days.
A task was due yesterday.
Manager of Assigned CSM
A client's pulse hasn't changed in [30] days.
A client's SuccessScore drops below [50].
A client's SuccessScore is below [50] for [30] consecutive days.
A client hasn’t engaged with you in the past [14] days.
A client hasn't been emailed in the past [14] days.
A client hasn't been called in the past [21] days.
A client hasn't been met with in person in the past [30] days.
A client hasn't done "[Event]" for [15] consecutive days.
A client does "[Event]" more than [30] times within [15] days.
A client doesn't have a subscription after [3] days.
A client subscription is [30] days from renewal.
A client subscription lapsed yesterday.
A client renewed their subscription.
A client terminated their subscription.
A client is missing an executive sponsor.
A stage is due in [5] days.
A stage was due yesterday.
Executives and Admins
A client's pulse hasn't changed in [30] days.
A client's SuccessScore drops below [50].
A client's SuccessScore is below [50] for [30] consecutive days.
A client is not assigned.
A client hasn't done "[Event]" for [15] consecutive days.
A client does "[Event]" more than [30] times within [15] days.
A client doesn't have a subscription after [3] days.
A client subscription is [30] days from renewal.
A client subscription lapsed yesterday.
A client renewed their subscription.
A client terminated their subscription.
Real-time alerts
Assigned CSM
A new client is assigned.
An existing client is assigned.
A client is terminated, deleted, or inactivated.
A client's pulse is set to [High risk] or below.
A stage is assigned.
A stage is re-assigned.
A stage is given a due date.
A stage's due date is changed.
A stage's due date is removed.
An activity is assigned.
An activity is re-assigned.
An activity is given a due date.
An activity's due date is changed.
An activity's due date is removed.
A task is assigned.
A task is re-assigned.
A task is given a due date.
A task's due date is changed.
A task's due date is removed.
A to-do is assigned.
A to-do is re-assigned.
A to-do is given a due date.
A to-do's due date is changed.
A to-do's due date is removed.
A to-do is deleted.
A to-do is due in [5] days.
A to-do was due yesterday.
A new Potential Subscription is available.
Manager of Assigned CSM
A client's SuccessScore drops below [50].
A client's pulse is set to [High risk] or below.
Executives and Admins
A client's SuccessScore drops below [50].
A client's pulse is set to [High risk] or below.