How does the Customer Success agent work?

The CSM agent watches your prospects from the moment you add them through close and into expansion. It surfaces specific next-best-actions, flags stuck deals, drafts outreach when a signal opens a window, and writes a post-mortem when a deal closes.

Where it shows up. - Prospect detail page — "CSM agent suggestions" panel with the latest recommendation. Accept ships it, dismiss closes it, edit lets you tweak. - Dashboard — "Deals needing attention" widget aggregates flagged stuck deals and signals-driven opportunities. - Notifications hub (topbar dropdown) — high-confidence (≥75%) recommendations push notifications.

When it runs. - On prospect creation — first-touch suggestion within minutes - On deal stage change — comments on the move, suggests next step - On signal fire — drafts a touch leveraging the signal - Daily — flags prospects with 7+ days of no activity in active stages - On deal close — generates a post-mortem with what worked vs didn't

What you get back. Each suggestion has a one-line recommendation, an optional draft (full email or call script), a confidence score (0–1), and the reasoning (which signals or CRM data drove the call). Drafts respect your default TOV profile if trained.

Continual learning. When you accept, edit, or dismiss a suggestion, the agent logs the outcome. v1 captures the data; v2 will feed it back into your per-user prompt so the agent gets sharper over time. We'll surface a "training progress" indicator in your Settings → AI page when v2 lands.

Tier. Pro only. Solo and Free see a static "preview" on a single prospect to demo the experience.

Cost. Each run is charged in usage units against your monthly allotment. One unit is one cent of what the run costs us to make.

Privacy. Suggestions on confidential prospects (Employer Mode lock) stay private to you and never surface in any shared view or Brain query — even your own.