Requirements
To receive alerts for your customers, 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 customer 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.
If you are an Admin and also have customers assigned to you the Daily Digest will include all alerts, not just for your customers.
Daily Digest Alerts
Assigned CSM
A customer is missing an executive sponsor.
A customer hasn’t engaged with you in the past [X] days.
A customer hasn't been emailed in the past [X] days.
A customer hasn't been called in the past [X] days.
A customer hasn't been met with in person in the past [X] days.
A customer’s Pulse hasn't changed in [X] days.
A customer's Pulse is set to [X Level] or below.
A customer doesn't have a subscription after days.
A customer subscription is days from renewal.
A new potential subscription is available.
A customer subscription lapsed yesterday.
A customer renewed their subscription.
A customer terminated their subscription.
A SuccessCycle stage is due in [X] days.
A SuccessCycle stage was due yesterday.
A SuccessCycle activity is due in [X] days.
A SuccessCycle activity was due yesterday.
A SuccessCycle task is due in [X] days.
A SuccessCycle task was due yesterday.
A customer's SuccessScore drops below [X].
A customer’s SuccessScore is below [X] for [X] consecutive days.
A new customer is assigned.
A customer is terminated, deleted, or inactivated.
A customer is re-assigned.
A customer is not assigned.
A customer hasn't done "[Event]" for [X] consecutive days.
A customer does "[Event]" more than [X] times within [X] days.
Manager of Assigned CSM
A customer’s Pulse hasn't changed in [X] days.
A customer's Pulse is set to [X Level] or below.
A customer's SuccessScore drops below [X].
A customer’s SuccessScore is below [X] for [X] consecutive days.
A customer hasn’t engaged with you in the past [X] days.
A customer hasn't been emailed in the past [X] days.
A customer hasn't been called in the past [X] days.
A customer hasn't been met with in person in the past [X] days.
A customer hasn't done "[Event]" for [X] consecutive days.
A customer does "[Event]" more than [X] times within [X] days.
A customer doesn't have a subscription after days.
A customer subscription is days from renewal.
A customer subscription lapsed yesterday.
A customer renewed their subscription.
A customer terminated their subscription.
A customer is missing an executive sponsor.
A SuccessCycle stage is due in [X] days.
A SuccessCycle stage was due yesterday.
Executives and Admins
A customer’s Pulse hasn't changed in [X] days.
A customer's Pulse is set to [X Level] or below.
A customer's SuccessScore drops below [X].
A customer’s SuccessScore is below [X] for [X] consecutive days.
A customer is not assigned.
A customer hasn't done "[Event]" for [X] consecutive days.
A customer does "[Event]" more than [X] times within [X] days.
A customer doesn't have a subscription after days.
A customer subscription is days from renewal.
A customer subscription lapsed yesterday.
A customer renewed their subscription.
A customer terminated their subscription.
Real-time Alerts Delivered via Email
Assigned CSM
A new customer is assigned.
An existing customer is assigned.
A customer is terminated, deleted, or inactivated.
A customer’s Pulse hasn't changed in [X] days.
A customer's Pulse is set to [X Level] or below.
A SuccessCycle stage is assigned.
A SuccessCycle stage is re-assigned.
A SuccessCycle stage is given a due date.
A SuccessCycle stage's due date is changed.
A SuccessCycle stage's due date is removed.
A SuccessCycle activity is assigned.
A SuccessCycle activity is re-assigned.
A SuccessCycle activity is given a due date.
A SuccessCycle activity's due date is changed.
A SuccessCycle activity's due date is removed.
A SuccessCycle task is assigned.
A SuccessCycle task is re-assigned.
A SuccessCycle task is given a due date.
A SuccessCycle task's due date is changed.
A SuccessCycle task's due date is removed.
A new Potential Subscription is available.
Manager of Assigned CSM
A customer’s SuccessScore drops below [X].
A customer’s Pulse hasn't changed in [X] days.
A customer's Pulse is set to [X Level] or below.
Executives and Admins
A customer’s SuccessScore drops below [X].
A customer's Pulse is set to [X Level] or below.
Notifications
In-App notifications for Collaborative Task Management & Product Pulse are available in addition to notifications via email.
