# Cust Docs Cust is a proactive AI for Customer Success that continuously deep-researches your customer base for hidden risks, next steps, and expansion revenue. Site: https://docs.cust.co --- # For Admins URL: https://docs.cust.co/getting-started/for-admins Description: Quickstart to set up your organization. ## 1. Create your account Sign up to create the workspace your team will share. Your account is provisioned the moment you sign up. There is no implementation phase to wait through. [Create your account](https://app.us.cust.co/sign-in) ## 2. Connect your CRM Your CRM is the foundation of Cust's intelligence. Once connected, Cust syncs your selected accounts, contacts, opportunities, and the custom objects that matter to you. Pre-built CRM connectors: - Salesforce - HubSpot - Close - Zoho - Nutshell Per-CRM sync and field-mapping instructions live inside the platform. The initial CRM sync finishes by the end of your first day. [Connect your CRM](https://app.us.cust.co/settings/integrations) ## 3. Connect additional data sources Use pre-built connectors to sync your ticketing platform, product analytics, call-transcription platforms, and the other data sources that matter. Users connect their own email and calendar accounts. [Add data sources](https://app.us.cust.co/settings/integrations) ## 4. Invite your team All plans include unlimited seats. Add every CSM, AM, support lead, and other team members who work the portfolio. [Invite your team](https://app.us.cust.co/settings/members) ## 5. Set up health scoring and signals Describe what **Healthy**, **At risk**, and **Growth opportunity** look like for your business in text. Add **signals** (an upcoming QBR, a champion going silent, a payment going overdue) so you could use it as a trigger the moment something important happens. See [AI Health Scoring](/platform/tuning/health-scoring) and [Signals](/platform/tuning/signals) for the details. [Set up health scoring](https://app.us.cust.co/tuning/health) ## 6. Pick how next-best actions get created Cust offers three ways to turn signals and context into action. Pick the one that fits your playbook today. You can layer the others in later. - **[Guidance](/platform/tuning/guidance)**: Turn a text-based SOP into a structured pipeline with per-customer next-step recommendations. Every customer will get a unique plan based on their context. Recommended by Cust. - **[Workflows](/platform/tuning/workflows)**: Deterministic rule-based automations. - **[Projects](/platform/projects)**: Used for projects delivery where you want to use strict stages, objectives and progress tracking. Every customer will follow exactly same set of objectives. If you want to adapt plan based on customer context, use Guidance. --- # For Users URL: https://docs.cust.co/getting-started/for-users Description: Your admin has invited you. Five steps to get fully set up. ## 1. Sign in Open the email invitation your admin sent and click the sign-in link. Use your work Google or Microsoft account. ![Cust invitation email with an Accept invitation button](/invitation-email.webp) Clicking the button opens an acceptance screen. Hit **Accept** to join the workspace. ![Cust invitation acceptance page with Accept and Reject buttons](/invitation-accept.webp) [Sign in](https://app.us.cust.co/sign-in) ## 2. Connect your email Connect Gmail or Outlook so Cust can build customer context from your email history and you could send and receive emails via Cust. Make sure to add your email signature so outbound mail looks professional. ![Email accounts settings page in Cust](/Connect%20email.webp) [Connect your email](https://app.us.cust.co/settings/email-accounts) ## 3. Connect your calendar Connect your calendar so Cust can match call transcripts to the right meetings, build customer context from meeting attendees and notes, help you prepare for upcoming meetings, and more. ![Calendar sync settings page in Cust](/Connect%20calendar.webp) [Connect your calendar](https://app.us.cust.co/settings/calendar-sync) ## 4. Add your personalized links Add scheduling links and other custom URLs that get automatically included in AI-drafted emails and actions. ![Profile settings page in Cust with the scheduling link field](/Add%20scheduling%20link.webp) [Add scheduling links](https://app.us.cust.co/settings/profile) ## 5. Wait for the initial sync to complete Once your email and calendar are connected, it takes about 24 hours for Cust to finish syncing your historical data and building the initial customer context. After that, your you will start seeing recommended next steps and can start using the platform. --- # Introduction URL: https://docs.cust.co/getting-started Description: Cust builds AI productivity platform for Customer Success. Cust proactively researches your customer data across CRM, support tickets, product usage logs, call transcripts, email conversations, the web, and the other internal platforms you used to check manually. From there Cust builds a living model of every customer, surfaces who is at risk and who is ready to expand, and recommends next steps you can take in a few clicks or run automatically. Cust will help you execute in seconds what used to take hours: click to generate QBR briefs, forecast churn, calculate ROI, draft renewal proposals, and more. ## Quick start ### For Admins (/getting-started/for-admins) Create Org, connect data sources, invite team, tune the engine. ### For Users (/getting-started/for-users) Got the invite? Sign in, connect email & calendar, take your first action. Tip: Both paths take under 10 minutes. Admins should complete their path first. Users will not have a workspace to sign in to until then. --- # Action Hub URL: https://docs.cust.co/platform/action-hub Description: Action Hub shows you recommended tasks and lets you execute them in a few clicks. ![Action Hub in Cust](/Action%20Hub.webp) ## Get it done Cust automatically fills in the task description with the necessary context. Each task gets created with a unique CTA that lets you complete the end-to-end action in just a few clicks. ## Where tasks come from Tasks get created from: - **[Workflows](/platform/tuning/workflows)** - **[Guidance](/platform/tuning/guidance)** - **Call transcripts** - **Manual tasks**: items you or your teammates created by hand. - **Best-practice recommendations**: AI watches for patterns where the right next step is well established and creates the action for you. The most common example is the email reminders, covered below. ## Best-practice email reminders Cust monitors your customer email threads and creates a reminder when a reply is expected but missing. Two reminder types exist. ### Follow-up reminders Created a set number of business days after your last email to the customer when they have not replied (3 business days by default). If your follow-up email also goes unanswered, Cust creates another reminder after a second delay. ### Reply reminders Created a set number of business days after the customer's last email when you have not replied (3 business days by default). Both reminder types are only created when AI determines a reply is actually expected (for example, a question was asked or a meeting was proposed). Threads where no reply is needed are ignored. Admins and builders can turn each reminder type on or off and adjust the delays for the whole workspace under [Tuning, on the Email tab](/platform/tuning/email). ### When reminders are removed Reminder tasks are deleted automatically once they are no longer relevant: - 14 calendar days pass since the email was sent or received, or - A new email is sent or received on the same thread. For example, a customer emails you on Monday. You have not replied by Thursday (three business days later), so Cust creates a reply reminder. When you reply on Friday, the reminder is deleted automatically. ## Per-account tasks Action Hub is your queue across the whole portfolio. Every account also has a **Tasks** tab on its company record that shows just that account's open tasks, so you can focus when you are working a single customer. It is the same set of tasks in both places, so completing one clears it from both views. --- # Agents URL: https://docs.cust.co/platform/agents Description: Schedule recurring work so it runs on its own and the results are waiting when you are back. ![Scheduled agents in Cust](/scheduled-agents.webp) ## What an agent does An agent runs a defined piece of customer-success work on a schedule you set. Common examples: - **Daily account triage**: each morning the agent walks your portfolio, flags the accounts that need attention, and creates the recommended tasks in [Action Hub](/platform/action-hub). - **Weekly portfolio review**: a digest of what moved last week, including score changes, new risks, and expansion signals. - **End-of-month digest**: a monthly summary of retention, expansion, and at-risk accounts you can share with leadership. ## How it runs You define the agent once: what it should do, what data it should look at, and how often. From then on it runs on its own and the results are waiting when you come back. ## Review the results Each run produces a result you can open, and opening it marks the run as reviewed. If an agent's runs keep piling up unreviewed, Cust automatically **suspends** the agent instead of letting it burn cycles nobody reads, and lets you know so you can decide. Open the agent to resume it, adjust its schedule, or retire it. --- # Assistant URL: https://docs.cust.co/platform/assistant Description: An AI chat that knows your book of business, available from every page in Cust. The assistant lives in a chat bar at the bottom of every page. Ask it anything you would ask a colleague who had read every email, transcript, and CRM record in your portfolio: "what happened with Acme last quarter", "which of my accounts mentioned pricing this month", "draft a QBR agenda for Northwind". ## Context-aware The assistant sees where you are. Open it on a company record and it already knows which account you mean; open it from a conversation in [Inbox](/platform/inbox) and it can reference the thread you are reading. Chats are saved, and you can reopen a recent chat from the history menu to pick up where you left off. ## Grounded answers Answers are built from your own data: interactions, meetings, companies, metrics, and the [knowledge base](/platform/tuning/knowledge-base). Searches respect account ownership, so "my accounts" means the accounts you manage. When the assistant cites a company, an interaction, or a signal, it renders as a reference pill you can click to jump straight to the source. ## Attachments Drop files into the chat to give the assistant more to work with: images (PNG, JPEG, WebP, GIF), PDFs, and plain-text files, up to 10 MB each. Paste a screenshot of a spreadsheet, attach a customer's PDF, and ask questions about it. ## Skills Type **/** to run one of your team's [skills](/platform/tuning/skills), the reusable prompts and procedures your workspace has packaged up. Hover a skill mention to preview what it does before you run it. ## Artifacts When you ask for a document (a QBR deck outline, an account plan, an exec summary), the assistant produces an **artifact**: a document that opens next to the chat in a rich-text editor. You can edit it directly with a formatting toolbar, ask the assistant for revisions, and step back through earlier versions. Artifacts can be shared with a link. You control the audience: only you, everyone in your organization, or anyone with the link. ## Actions need your approval The assistant can do work, not just answer: draft and send emails, create [tasks](/platform/tasks), and write [goals](/platform/goals) and deliverables. Any action that changes data or reaches a customer is presented as an approval card first, so nothing happens until you confirm it. --- # Dashboard URL: https://docs.cust.co/platform/dashboard Description: A portfolio overview: KPIs, sentiment trend, and revenue grouped by health. ![Dashboard with KPIs, sentiment trend, and revenue grouped by health](/Dashboard.webp) ## KPIs The top of the dashboard shows the headline KPIs for your portfolio: - **Managed revenue**: total revenue across the customers you are responsible for. - **Customers engaged**: customer has not been engaged by a CSM via email, call, or a meeting recently. - **Customers that stopped using**: accounts where product usage has fallen off. - **Silent customers**: customers who have not emailed, submitted a CS ticket, called, or attended a meeting with you recently. These are the accounts most at risk of slipping away unnoticed. - **Customers with negative sentiment**: accounts where AI has detected negative sentiment in recent interactions. ## Sentiment trend Sentiment trend tells you how happy or unhappy your customers are without asking them for feedback. Cust automatically evaluates every customer interaction (emails, calls, tickets) for sentiment and rolls the result into a portfolio-wide trend over time. ## Revenue by health This section breaks down your managed revenue by the current health state of each customer: - **Growth opportunity**: customers strong enough to expand. - **Healthy**: stable customers with no immediate concerns. - **At risk**: customers where Cust is detecting risk signals. - **Health not evaluated**: customers where Cust does not yet have enough signal to score them. Each segment is clickable. Click any segment to jump to the [Companies](/platform/companies) list pre-filtered to that segment. Every customer underneath a segment has its own reasoning explanation of why they were placed there on the latest scoring run. See [AI Health Scoring](/platform/tuning/health-scoring) for how that reasoning is generated, and click into any customer record on the Companies page to read it. --- # Goals URL: https://docs.cust.co/platform/goals Description: Commit to the outcomes your customers care about and track every account's progress toward them. ![The Goals portfolio with status breakdown and coverage widgets](/Goals%20overview.png) A goal is a customer outcome you have committed to deliver, written the way the customer would describe it. Examples are "Reduce onboarding time from 6 weeks to 2" or "Roll out SSO to all 4,000 seats by Q3". Goals give your team and the customer a shared definition of success, separate from the day-to-day tasks that get you there. ## What a goal holds Each goal carries: - **Title**: the outcome, phrased as a specific, measurable result. - **Status**: where the goal stands today (see below). - **Owner**: the team member accountable for driving it. - **Due date**: the target date, when there is one. - **Achieved date**: stamped automatically the day you mark the goal achieved. - **Theme**: an optional tag that groups goals by initiative, such as Adoption, Expansion, or Compliance. Themes are defined by your team and can be added inline. - **Deliverables**: the [success plan](/platform/companies/success-plan) items that move this goal forward. ![Creating a goal, with status, due date, theme, owner, and deliverables](/Create%20goal.png) ### Statuses - **Not started**: agreed but not yet underway. - **In progress**: actively being worked. - **On track**: in progress and expected to land on time. - **Overdue**: set automatically when the due date passes and the goal is still open. - **Achieved**: the outcome was delivered. - **Canceled**: no longer being pursued. ## The portfolio view The Goals page is a portfolio-wide view across every account. A status breakdown shows how many goals sit in each state, coverage widgets show how much of your book has goals at all, and theme widgets show which initiatives your goals cluster around. It is the fastest way to spot accounts with no committed outcomes and themes that are over or under-represented. The list is grouped by company and pages through your whole book of business. Search and sort run on the server, so they cover every account, not just the ones already loaded on screen. ## Add goals on an account Every account has a Goals card on its [Customer Intelligence](/platform/companies/customer-intelligence) tab. Add a goal yourself, or let Cust draft them for you. ![The Goals card on a company record, with Add goal and Research and propose](/Company%20goal.png) ### Research and propose with AI You do not have to write every goal by hand. Run **Research & propose** and Cust reads the recent interactions, transcripts, and notes to draft goals that reflect what the customer has actually asked for or committed to. Each suggestion comes back in the chat for you to approve, revise, or skip before it is saved. ![Cust drafting goals from account context, each ready to approve, revise, or skip](/AI%20goal%20creation.png) The prompt that guides this research is configurable for your whole workspace, so you can tell Cust how your team frames customer outcomes. [Edit the goals research prompt](https://app.us.cust.co/tuning/goals) ## Filter the list Alongside the simple pill filters (status, theme, due date), Goals has the same **advanced filter** as the [Companies](/platform/companies) list. Build multi-condition queries on the underlying account (industry, metrics, lifecycle stage, custom fields, even [interactions](/platform/companies)) and scope to the accounts you manage. The filter also narrows the coverage and theme widgets, so you can ask questions like "what does goal coverage look like across just my enterprise accounts". [Open Goals](https://app.us.cust.co/goals) --- # Home URL: https://docs.cust.co/platform/home Description: Home proactively surfaces what you should pay attention to today across Updates, Calendar, and My actions. ![Home view in Cust](/Home.webp) ## Updates The Updates feed shows what has happened across your portfolio since you last checked in, and what needs your attention next. Each card has a one-click action so you can act without leaving the page. - **Completed agent runs**: see what your agents finished and review the output. If a run errored, the card invites you to help resolve it. - **New call transcripts**: once a client meeting ends and the transcript arrives, you get a CTA to analyze the transcript and create or update follow-up action items. - **Disconnected accounts**: if your calendar or email integration drops, the card walks you through reconnecting in a single click. - **Health-score recommendations**: when conditions are right, Cust suggests launching the health-scoring agent so you can run it with one click. More update types appear as new signals arrive across your connected data sources. ## Calendar The Calendar section shows your past and upcoming meetings with customers and turns each one into actionable preparation or follow-up work. - **Past meetings**: every past meeting gets a **Follow up** CTA. The agent reads the call transcrtips and drafts the follow-up email. - **Upcoming meetings**: every upcoming meeting gets a **Prepare** CTA. The agent does deep research on the customer (prior meetings, what was promised earlier, what was delivered, other interactions, account state) and writes a pre-call memo with talking points. What would take you 20 to 30 minutes manually, the agent does in about 2 minutes. ## My actions My actions highlights the most important action items pulled out of [Action Hub](/platform/action-hub), so you can prioritize the highest-leverage work directly from Home. --- # Inbox URL: https://docs.cust.co/platform/inbox Description: A full email client for customer conversations, with shared inboxes, AI-assisted replies, and two-way sync with Gmail and Outlook. Inbox is where you triage and answer customer email without leaving Cust. Every conversation carries the account's full context, and everything you do here syncs back to your email provider. ## Mailboxes and folders The sidebar lists every email account connected to Cust that you have access to. Each mailbox has its own folders: **Inbox**, **Archive**, **Sent**, **Spam**, and **Trash**, with a count of open conversations next to each. ## Shared inboxes A shared inbox (for example `support@` or `success@`) is a mailbox your whole team works out of. Shared mailboxes are marked with a team icon in the sidebar, and add two things on top of a personal mailbox: - **Assignment**: any conversation can be assigned to a teammate, so it is always clear who owns the reply. Assignment changes are recorded on the conversation. - **Assignee filter**: filter the list to your own conversations, a teammate's, or unassigned ones. ## Focus mode Toggle **Focus mode** to show only the conversations with your customers, so you spend your morning on threads that matter for retention and expansion. Toggle it off to see the rest of the mailbox (internal threads, vendors, anything that is not a customer). ## Tags Your Gmail labels and Outlook categories appear on conversations as tags, and you can filter the list by tag. The organization you already maintain in your email provider carries over, no re-tagging needed. ## Search Search runs across the full text of your conversations, not just subjects and senders, so you can find a thread by a phrase you remember from the body. When reading a long thread, Cust trims quoted history and boilerplate so the message is easy to scan. A **show full content** toggle reveals the complete, untrimmed body of any email when you need the whole picture. ## Two-way sync Inbox is not a copy of your mail, it is a live view of it: - Reading, archiving, or trashing a conversation in Cust syncs the change back to Gmail or Outlook. - Changes you make in Gmail or Outlook (archive a thread, delete a message) show up in Cust. - New mail appears in near real time. ## Reply faster with AI Every customer thread has full context attached: account health, recent meetings, prior emails, open opportunities, product usage. Cust uses that context to draft replies that fit the conversation, so you can review, edit, and send instead of starting from a blank box. When Cust has prepared a draft for a conversation (for example through a workflow or an agent), it appears as a banner above the composer. Apply it with one click or dismiss it; nothing is inserted into your reply until you choose. The composer supports rich formatting, including **text color**, **highlight color**, and **inline images**, so a reply can match your usual style. When you are answering from a task, a **Send & complete task** action sends the reply and closes the task in one step. ## Reply, then archive Once you have replied to a customer, hit **Archive** to remove the thread from Inbox. That keeps the queue clean and surfaces the next thread that needs your attention. For maximum productivity and inbox hygiene we recommend the **Send and archive** action, which replies and archives in one click. --- # Overview URL: https://docs.cust.co/platform Description: A map of the Cust platform, one page per surface. Cust is organized around a small set of surfaces, each with its own page in this section. ## Your day - **[Home](/platform/home)**: what to pay attention to today across Updates, Calendar, and My actions. - **[Assistant](/platform/assistant)**: an AI chat that knows your book of business, available from every page. - **[Action Hub](/platform/action-hub)**: recommended tasks you can execute in a few clicks. - **[Tasks](/platform/tasks)**: capture your own work in seconds and keep it tied to the right account. - **[Inbox](/platform/inbox)**: customer email with shared inboxes, AI-assisted replies, and two-way sync. ## Your portfolio - **[Dashboard](/platform/dashboard)**: KPIs, sentiment trend, and revenue grouped by health. - **[Companies](/platform/companies)**: every account, its health, and the full customer record. - **[Goals](/platform/goals)**: the outcomes you have committed to deliver, tracked per account. - **[Topics](/platform/topics)**: what your customers are talking about most. - **[Projects](/platform/projects)**: multi-step customer initiatives on a Kanban board. ## Automation and configuration - **[Agents](/platform/agents)**: recurring work that runs on a schedule. - **[Tuning](/platform/tuning)**: describe how Cust should think and act, in your own words. - **[Integrations](/platform/integrations)**: connect your CRM, email, calendar, and product data. - **[Settings](/platform/settings)**: profile, team, roles, and workspace-wide rules. --- # Integrations URL: https://docs.cust.co/platform/integrations Description: Connect your CRM, email, calendar, product usage, and conversation data so Cust can build a complete picture of every customer. ![Connecting integrations in Settings](/Integrations.webp) Cust is only as useful as the data it can see. Integrations bring your customer data into one place, so health scores, signals, and recommendations reflect what is actually happening across every account. ## Supported integrations ### CRM - Salesforce - HubSpot - Close - Zoho - Nutshell ### Support and messaging - Zendesk - Intercom - Pylon ### Calls and meetings - Gong - Fireflies - Modjo - Granola - Grain - Zoom ### Email and calendar - Gmail - Office 365 - SMTP / IMAP ### Product usage and data warehouse - Snowflake - BigQuery - Mixpanel - PostHog ### Issue tracking - Jira ## What Cust syncs Depending on the source, an integration can sync: - **Companies and contacts**: your accounts and the people on them. - **Deals and transactions**: contract and revenue data, used for managed revenue and lifecycle. - **Calls and meetings**: recordings and transcripts, analyzed for sentiment and topics. - **Support conversations**: tickets and issues from your support tool, synced message by message onto the account timeline. For Pylon you can also exclude issues by tag, so internal or automated noise stays out. - **Tasks**: open work tied to an account. - **Product usage and metrics**: events and usage levels that drive adoption signals and [user statuses](/platform/companies/people). ## Connecting an integration Admins manage integrations in [Settings](/platform/settings) under **Integrations**. **Choose a provider and authorize it** Pick the integration and connect it with OAuth where supported, or with an API key. **Select what to sync** Choose which resources to bring in, such as companies, contacts, deals, calls, tasks, and product events. **Let the initial sync run** Cust imports your data, then keeps it up to date. Each connection shows whether it is connected, disconnected, or needs re-authentication. ## Keeping connections healthy Each connection shows its current state on the Integrations page, and Cust warns you before a connection breaks. For providers whose access expires, such as Snowflake, the connection card shows the expiry date and prompts you to reconnect ahead of time, so a sync never goes dark without notice. ## Mapping fields When you map CRM fields, you can reach through relationships, not just top-level fields. On Salesforce, for example, you can map a related field like `RecordType.Name` to bring in a readable value instead of an opaque ID. HubSpot checkbox properties map to [multi-select custom fields](/platform/settings), so a contact or company can hold several values at once. Tip: Your CRM defines who your customers are, so connect it first. See [Data handling](/security/data-handling) for exactly what Cust syncs and how to limit scope. --- # Projects URL: https://docs.cust.co/platform/projects Description: Track multi-step customer initiatives on a Kanban board. Cust calculates metrics and flags customers stuck in the process. ![Project pipeline with objective stats and per-company progress](/Projects.webp) ## What a project is A project is a set of activities, either yours or the customer's, that need to happen for a customer to reach a specific milestone. Common examples include onboarding programmes, security reviews, migrations, and any time-bound work that spans multiple steps and weeks. ## Kanban view Every project is rendered as a Kanban board with one column per stage. Each customer enrolled in the project is a card that moves through the columns as they make progress. You see at a glance which customers are at which stage, who is stuck, and who is approaching the finish line. ## Automatic metrics and outliers Cust automatically calculates the metrics that matter for a project (stage durations, time since last activity, completion rate) and highlights outliers visually. Customers stuck in the process are surfaced on the board so you can step in before the project stalls. [Open Projects](https://app.us.cust.co/projects) --- # Settings URL: https://docs.cust.co/platform/settings Description: Manage your profile, your team, your integrations, and the workspace-wide rules Cust follows. Settings is split into two areas based on your role: settings every user can manage for themselves, and settings only admins can change for the whole workspace. ## User settings Every team member, regardless of role, can manage their own: - **Profile name**: the name that shows up next to your actions and inside customer-facing email drafts. - **Email account**: connect Gmail or Outlook so Cust can read your customer-related email history and send outbound mail on your behalf. - **Email sync**: see the sync status of your own connected email account and reconnect it if access expires. The org-wide list of every connected account lives on the admin-only **Email accounts** page. - **Calendar**: connect Google Calendar or Outlook Calendar so Cust can match meetings to customers, build context, and prepare you for upcoming calls. - **Personalized links**: add scheduling links and other custom URLs that get automatically included in AI-drafted emails and actions. ## Admin settings Workspace admins additionally manage the configuration that applies across everyone on the team. ### General - **Company name and description**: how your organization is identified inside Cust. - **Ignored email domains**: email domains or addresses to exclude from email synchronization when all participants belong to this list. Separate multiple entries with commas. Your own company domain is on this list by default so internal email never enters Cust. - **Ignored email domain exceptions**: individual email addresses that should always be synced, even when their domain is on the ignored list. Useful when one person at an otherwise ignored domain is relevant to your accounts. - **Timezone**: the timezone used for scheduling, business-day thresholds, and report cadences across the workspace. ### Integrations Connect third-party data sources. See [Integrations](/platform/integrations) for the full list of supported providers and what each one syncs. ### Objects Configure the built-in objects Cust ships with (companies, contacts, opportunities) and define custom objects specific to your business. You can also add **custom fields** to companies and contacts, in types such as text, number, date, true/false, single-select, and multi-select (where one record can hold several values, the way a HubSpot checkbox property does). Pin a field so it shows prominently on a record, and mark it editable or read-only. Custom fields and objects become available throughout Cust, including in filters, segments, and the context the AI reasons over. Every object, built-in or custom, has a **list layout editor** that controls how its list view looks: choose which columns appear and in what order, and toggle the built-in columns on or off. A **detail layout editor** does the same for the record page, controlling which fields show in the facts panel on companies, contacts, and custom objects. The detail layout editor also has a **Metrics tab**: place [metrics](/platform/companies/metrics) into grouped sections to control which ones appear on the company page, and in what order. Metrics you leave out of the layout stay hidden. All layouts apply for everyone in the workspace. ### API keys Issue and rotate API keys for programmatic access to your Cust workspace. ### Billing View your current plan, customer count against your plan limit, and update billing details. See [For Admins](/getting-started/for-admins) for how customer count is determined. ### Members See every member of the workspace, their role, and their onboarding status. The members list shows at a glance who has connected their email and calendar, so you can chase teammates who have not finished setup. Cust has four roles, each building on the one before it: | Role | Can do | |------|--------| | **Member** | Use the platform and manage their own profile, email, and calendar. | | **Builder** | Everything a Member can, plus configure how Cust works: health scoring, signals, guidances, workflows, projects, skills, knowledge, and email settings. | | **Admin** | Everything a Builder can, plus manage workspace settings, change member roles, and remove members. | | **Owner** | Everything an Admin can, plus remove admins. | ### Data import Import historical data into Cust by uploading a file, which is useful when you need to backfill records or move customer history from another tool. Choose the type of record to import, map the columns in your file to fields in Cust, and run the import. Each job shows its progress and flags any rows that could not be imported. --- # Tasks URL: https://docs.cust.co/platform/tasks Description: Capture a piece of work in seconds and keep it tied to the right account. ![The quick-create task modal with company, assignee, and due-date pills](/Quick%20task%20create.png) Most of your queue is generated for you and lives in [Action Hub](/platform/action-hub): reminders, workflow steps, and best-practice recommendations. Tasks are for the work you think of yourself, and quick-create lets you capture one without leaving what you are doing. ## Quick-create Press **T** anywhere in the app, or click the **+** in the side navigation, and a lightweight modal opens. Type the task and submit with Enter. The modal keeps the essentials one click away: - **Title**: what needs doing. Dates you type in the title, like "follow up Friday", are detected and set the due date for you. - **Company**: the account the task belongs to. This is required, so if you submit without one, the company picker pops up to finish the job. - **Assignee**: defaults to you, and you can reassign to any teammate. - **Due date** and **Description**: optional, set them from the same modal when you need them. ### Create more Flip on **Create more** to keep the modal open after each task, with the company and assignee preserved, so you can capture a batch of items in one sitting. Leave it off and the modal closes as soon as the task is created. ## One task, every view A task shows up everywhere it is relevant: your [Action Hub](/platform/action-hub) queue, the Tasks tab on the account it belongs to, and the count in the side navigation. Completing it anywhere clears it everywhere. --- # Topics URL: https://docs.cust.co/platform/topics Description: Cust groups every customer conversation by topic, so you can see what your customers are talking about most. ![The Topics view in Cust](/Topics.webp) ## What gets categorized Cust automatically reads every customer interaction across your connected channels and assigns each one to a topic. Sources include: - Emails - Call transcripts - Support chats - Other text-based conversations across your integrations ## Common use cases A topic view gives you a single lens onto signal that is otherwise buried across hundreds of threads: - **Product feedback**: what is working, what is confusing. - **Feature requests**: what customers are explicitly asking for. - **Success stories**: outcomes worth amplifying in marketing, case studies, and renewals. - **Churn risk**: hints of dissatisfaction or competitor mentions before they become formal escalations. and many more. ## Drill into a topic Click any topic to see: - The specific mentions that fed into it, in context. - The customers who raised it. - Direct actions you can take from there. --- # Certifications and audits URL: https://docs.cust.co/security/compliance Description: SOC 2 Type II, GDPR alignment, HIPAA, CASA, and annual penetration testing. ## SOC 2 Type II Cust holds a SOC 2 Type II attestation covering the Security, Confidentiality, and Availability Trust Services Criteria, for the period November 28, 2025 to February 28, 2026, issued by an independent CPA firm with an unqualified opinion and no exceptions noted. ## Penetration testing We run third-party penetration tests on at least an annual cadence. Test reports are available on request, alongside our remediation work for any findings. ## GDPR Cust supports GDPR-aligned data handling. Customers are the data controller and Cust is the data processor for any personal data flowing through the platform. See [Data handling](/security/data-handling) for the controller and processor model in detail. ## HIPAA Cust supports HIPAA-aligned configurations for customers operating in regulated healthcare environments. Contact [support@cust.co](mailto:support@cust.co) to discuss your specific requirements. ## CASA Cust is CASA (Cloud Application Security Assessment) verified, which is the security standard required for OAuth integrations with Google Workspace. ## Request our security artifacts Email [support@cust.co](mailto:support@cust.co) to receive the SOC 2 Type II report, our latest penetration test summary, and any other due-diligence materials your team needs. --- # Data handling URL: https://docs.cust.co/security/data-handling Description: What Cust syncs, what it ignores, and the controls you have over scope. ## Controller and processor You are the data controller for the customer data flowing through Cust. Cust is the data processor: we handle the data on your behalf, only for the purposes you have asked us to. We do not use your customer data to train shared models or for any purpose outside of running Cust for you. ## What Cust syncs Cust only ingests data tied to your customers. The flow is: 1. **CRM sync first.** Cust connects to your CRM and identifies who your customers actually are: won deals only, current contracts only. Leads, lost deals, and unrelated contacts are excluded. 2. **Other channels are scoped to customers.** Email, calendar, support, transcripts, and product-usage data are only ingested for the customers identified in step 1. The result is that Cust never sees an interaction with a non-customer (internal email, vendor calls, lead conversations) unless it directly references one of your customer accounts. ## Ignored email domains When you connect an email account, you specify a list of domains Cust should ignore. Your own company domain is added by default, so internal email between teammates never enters Cust. You can extend the list with any other domains that should never be ingested: your own internal vendor accounts, personal contacts, anything you do not want in Cust. ## Historical sync window When you first connect data sources, Cust pulls a bounded window of history: - **6 months** of email history. - **5 years** of calendar history, plus upcoming events up to 2 years ahead. - **CRM** sync covers all current customers and their attributes, bounded by the CRM user's own access permissions. Older data is not pulled unless you specifically request a longer window. ## Deletion and access requests Customers and end users have the right to request access to or deletion of their data. Contact [support@cust.co](mailto:support@cust.co) to initiate either. --- # Data residency URL: https://docs.cust.co/security/data-residency Description: Choose where your data lives. Cust supports US and EU regions. ## Two regions Cust runs two independent platform regions: - **EU** at `app.cust.co`, with data stored in the European Union. - **US** at `app.us.cust.co`, with data stored in the United States. Each region is a separate deployment. Data from EU workspaces never leaves the EU, and data from US workspaces never leaves the US. ## Picking a region You choose your region during account setup. Once set, your workspace is bound to that region for the lifetime of the account. The EU and US toggle at the top of these docs lets visitors switch which region's `/sign-in` and other platform links open. ## Why it matters Many enterprise customers, particularly those with EU end-users or regulated healthcare data, have contractual or regulatory requirements that data must stay in a specific jurisdiction. The two-region model lets you satisfy those requirements out of the box. If you need a region other than EU or US, contact [support@cust.co](mailto:support@cust.co). --- # Overview URL: https://docs.cust.co/security Description: How Cust handles your customer data, what certifications we hold, and the controls you have over what gets synced. Customer data is sensitive, and Cust touches a lot of it: CRM records, email, calendar, support tickets, call transcripts, product usage. Three things determine how that data is handled. 1. **Certifications and audits**. Independent auditors verify our controls. See [Certifications and audits](/security/compliance). 2. **Data handling**. You decide what Cust syncs in the first place and what gets ignored. See [Data handling](/security/data-handling). 3. **Data residency**. You pick the region where your data lives. See [Data residency](/security/data-residency). For enterprise procurement, our SOC 2 Type II report and penetration testing results are available on request. Contact [support@cust.co](mailto:support@cust.co) to start due diligence. --- # Customer Intelligence URL: https://docs.cust.co/platform/companies/customer-intelligence Description: The AI-built briefing you land on when you open an account, with recent activity, goals, and recommended actions. Customer Intelligence is the first tab on every company record. It is the place to catch up on an account in a minute before a call, instead of reconstructing the story from raw emails and transcripts. ## Recent activity The activity digest summarizes what has happened on the account lately: conversations, meetings, support threads, and how the relationship is trending. It is generated from the account's [interactions](/platform/companies/interactions) and you can refresh it on demand to fold in the latest activity. When your workspace has additional views configured, a selector on the card lets you switch between them. ## Goals The [Goals](/platform/goals) card shows the outcomes you have committed to on this account, with status at a glance. Add a goal manually or let Cust research and propose them from the account's history. ## Recommended actions The recommendations card surfaces what Cust thinks you should do next on this account, the same recommendations that feed [Action Hub](/platform/action-hub), scoped to the one customer you are looking at. Act on a recommendation directly from the card. --- # Overview URL: https://docs.cust.co/platform/companies Description: A complete overview of your entire customer portfolio in a single pane. ![Companies view in Cust](/Companies.webp) ## Sort, filter, drill in Sort by any column, filter the list, and click any customer to open their full record with health, signals, conversations, and history. The record opens on its [Customer Intelligence](/platform/companies/customer-intelligence) tab, and also has a [People](/platform/companies/people) tab listing the contacts and product users on the account. Hover on the health status to see reasoning: which signals contributed, what the AI saw in the latest interactions, and why they landed in their current status on the most recent run. See [AI Health Scoring](/platform/tuning/health-scoring) for how that reasoning is produced. ![Health score reasoning trace shown on a customer record](/Health%20score%20reasoning.webp) ## Lifecycle stages Every company sits in a lifecycle stage that reflects where it is in its relationship with you: - **Prospect**: not yet a paying customer. - **Customer**: an active, subscribed account. - **Churned**: a former customer who has canceled. - **Ignored**: excluded from Cust, so it stays out of scoring and automations. Stages keep your portfolio focused on the accounts you actively manage. They sit alongside the per-person [statuses](/platform/companies/people) on each account. ## Account hierarchy Companies can be linked in a parent/child hierarchy, so a holding company and its subsidiaries, or a global account and its regional entities, stay connected. A company's record shows its place in the hierarchy, and you can jump between the parent and its children from there. When your CRM already tracks the relationship (for example a parent account field in Salesforce, or parent and child companies in HubSpot), the hierarchy syncs in automatically. ## Filters and saved views Filter the list by any combination of fields, then save that combination as a view so you do not have to rebuild it each time. Keep a view for yourself, or share it with the team so everyone works from the same list. Saved views work the same way on the Dashboard, Topics, and Action Hub. For anything beyond a single field, the **advanced filter** lets you build multi-condition queries with AND and OR logic. Conditions can reach across an account's data, including its **interactions**, so you can find companies by what has (or has not) happened with them: no call in the last 30 days, a meeting that came back with positive sentiment, an email from a specific person. The same query builder powers [Goals](/platform/goals). ## Bulk actions Select several companies to act on them at once, for example to assign a manager, add them to a project, or add them to a guidance. The same bulk actions are available on the People list within an account. Large selections run in the background, so you can keep working while Cust applies the change. You can also **trigger a contact workflow** from a company selection. Pick the workflow, narrow which contacts on those companies it should target with a contact filter, and see a live count of how many people match before you run it. See [Workflows](/platform/tuning/workflows) for what a workflow can do. --- # Interactions URL: https://docs.cust.co/platform/companies/interactions Description: A single timeline of every conversation with an account, across email, calls, and meetings. ![The Interactions timeline on a company record](/Interactions.webp) The Interactions tab brings every touchpoint with an account into one chronological view, so you never have to dig through separate inboxes, call tools, and meeting notes to reconstruct what happened. ## The timeline Every interaction Cust has synced shows up here: - **Emails** exchanged with the account. - **Calls** and their recordings. - **Meetings** and their transcripts. - **Notes** you add yourself, written in a rich text editor with formatting, lists, and headings. Click any entry to open the full content. Every interaction has a **copy link** button in its header, so you can drop a link to the exact email or transcript into a task, a chat, or a handoff doc. Cust evaluates each interaction for sentiment and [topics](/platform/topics), which feed the account's health and the portfolio-wide sentiment trend. ## Workflow activity The same tab shows the [workflows](/platform/tuning/workflows) that have run on the account, so you can see which automations fired and when, right next to the conversations that triggered them. --- # Memory URL: https://docs.cust.co/platform/companies/memory Description: Everything Cust remembers about an account, from key facts to how the relationship has changed over time. ![The Memory tab on a company record](/Memory.webp) Memory is the tab on a company record where Cust keeps its living model of the account. It is built automatically from everything Cust syncs, and it is what the AI draws on when it scores health, drafts a reply, or recommends a next step. ## Facts The key things Cust knows about the account, kept as structured facts: who the stakeholders are, what they use you for, commitments that were made, and other context pulled from conversations and your CRM. Facts update as new information comes in. ## Activity digest A running summary of what has happened on the account recently, so you can catch up in a few seconds instead of reading every email and meeting note. ## Users A breakdown of the people on the account by status, so you can see at a glance how many are active, power, or dormant users. See [People](/platform/companies/people) for what each status means. ## Lifecycle A timeline of the account, with health changes and [signals](/platform/tuning/signals) plotted as they happened. It is the fastest way to see how the relationship has trended and what drove each change. Any custom objects you have defined appear here too, alongside the built-in facts. --- # Metrics URL: https://docs.cust.co/platform/companies/metrics Description: The numbers that matter for an account, with the trend and how they have moved. The Metrics tab on a company record shows the metrics that matter for that account as a grid of cards, so you can read adoption and value at a glance. ## Reading a metric Each card shows: - The **current value**, formatted for the metric, whether that is a count, a percentage, or currency. - A **trend sparkline** of recent history. - The **change** over the metric's comparison window, for example "+12% over the last 30 days", colored green when it is moving the right way and red when it is not. Click any card to open a larger chart of the metric over time. Pick a date range (or use one of the presets) to zoom into the period you care about. Individual data points can carry a **note**, so a spike or dip can travel with its explanation, for example "seasonal slowdown, confirmed with the customer". ## Where metrics come from Metrics are built from the data you sync into Cust, such as product usage from your warehouse or analytics tool. Admins choose which metrics appear, including calculated metrics that combine other values. The Metrics tab of the layout editor in [Settings](/platform/settings) controls which metrics show on the company page and how they are grouped; metrics not placed in the layout stay hidden. The same metrics can be tracked for a whole company and, where it makes sense, for individual [people](/platform/companies/people) on the account. --- # People URL: https://docs.cust.co/platform/companies/people Description: How Cust classifies the contacts and users on each company. Open any company and the People tab lists everyone Cust knows on the account. That includes contacts synced from your CRM and, when you sync product usage data, the people actually using your product. ![The People tab on a company record, with each person's status, daily usage, and recent activity](/Users%20list.webp) Each person carries a status that summarizes how engaged they are. Cust recalculates these statuses once a day, as part of the overnight run for your workspace. You can filter the People list by status, for example to find every Zombie account that was provisioned but never used. ## Statuses When you sync product usage data into Cust (for example from Snowflake), each person is classified into one of the following statuses: - **Contact**: the default. The person exists in your CRM but is not matched to a user account in your product. - **New**: the account was created less than 21 days ago and has not recorded any activity yet. - **Zombie**: the account is more than 21 days old and has never recorded any activity. - **Inactive**: the person has activity history but has not been active in the last 30 days. - **Active**: the person has been active in the last 30 days. - **Power**: the person is in the top 10% of usage within their company over the last 30 days. ![A company's people broken down by status, with a count and percentage for each](/Users%20widget.webp) If you do not sync product usage data, Cust cannot tell these levels apart. People matched to a product account show as **User**, and everyone else stays a **Contact**. You can also mark anyone as **Ignored** to leave them out of status scoring, which is useful for shared mailboxes or internal test accounts. --- # Success Plan URL: https://docs.cust.co/platform/companies/success-plan Description: A shared, living checklist of the deliverables that move an account toward its goals. ![A company's success plan with deliverables grouped by impact](/Success%20plan.png) Where [goals](/platform/goals) describe the outcomes, the success plan is the work. Open any company and the Success Plan tab lists the concrete deliverables that get that account where it wants to go, who owns each one, and where each one stands. It is built to be shared with the customer, so both sides see the same plan. ## What a deliverable holds Each item on the plan carries: - **Title and description**: the action and what it unblocks. - **Status**: Not started, In progress, Waiting on customer, Waiting on us, Blocked, Completed, or Canceled, so it is always clear whose court the ball is in. - **Impact**: Low, Medium, High, or Critical. The plan groups deliverables by impact, so the important work sits at the top. - **Owner**: the person accountable for the deliverable. - **Due date**: the target date, when there is one. - **Linked goal**: the [goal](/platform/goals) this deliverable advances, when it maps to one. ![Adding a deliverable, with status, due date, impact, owner, and linked goal](/Success%20plan%20create%20deliverable.png) Completing an item stamps the date automatically, giving you a clean record of what shipped and when. ## Build a plan from a screenshot You rarely start a plan from scratch. If the next steps were captured in a call summary, a Slack thread, or a ticket, paste or upload a screenshot and Cust reads it, pulls out the action items, and adds them to the plan with owners and due dates already filled in. It resolves owner hints against your team and the account's contacts, reads relative dates like "by Friday" against your workspace timezone, and enriches items that already exist rather than creating duplicates. You review the result before it lands. Tip: Call notes, an email, a meeting recap, a project board screenshot. If a human can read the deliverables in the image, Cust can turn them into plan items. [Open a company's success plan](https://app.us.cust.co/companies) --- # Communication style URL: https://docs.cust.co/platform/tuning/communication-style Description: The tone and voice the AI uses when it drafts customer-facing content on your behalf. When Cust drafts emails, follow-ups, QBR documents, or any other content that will end up in front of a customer, it should sound like your team, not like a generic assistant. Communication style is where you describe that. Tone (warm, direct, formal, playful), vocabulary preferences, signature placement, salutation style, and anything else that defines the voice of customer-facing communication for your team. You will find it in Tuning on the [Email tab](/platform/tuning/email), alongside the smart reminder settings. --- # Email URL: https://docs.cust.co/platform/tuning/email Description: Workspace-wide email behavior, from smart reminder cadence to the voice the AI writes in. The Email tab in Tuning collects the email settings that apply to everyone in the organization. Members can view the configuration; editing requires the Builder role or above. ## Smart reminders Smart reminders are the [best-practice email reminders](/platform/action-hub#best-practice-email-reminders) that appear in Action Hub when a customer thread is waiting on someone. Each reminder type can be turned on or off and tuned separately: - **Follow-up reminders**: remind the sender to follow up when an outbound message does not get a reply. You set the number of business days before the first reminder, and a second delay for the reminder that follows if the follow-up also goes unanswered. - **Reply reminders**: remind the recipient to reply when a customer's message is waiting. You set the number of business days before the reminder is created. Reminder tasks expire after 14 calendar days, and are removed early when a new email lands on the thread. ## Communication style The same tab holds your team's [communication style](/platform/tuning/communication-style): the tone and voice the AI uses whenever it drafts customer-facing content. [Open email settings](https://app.us.cust.co/tuning/email) --- # Guidance URL: https://docs.cust.co/platform/tuning/guidance Description: Turn a text-based standard operating procedure into a structured pipeline with per-customer next-step recommendations. A Guidance takes a standard operating procedure that already lives somewhere in your team and turns it into a running pipeline that Cust executes alongside you. ## How it works 1. **Upload the SOP**: drop in a renewal playbook, onboarding checklist, expansion motion, or any procedure your team follows. 2. **Cust analyzes it**: the AI extracts the stages, decision points, and goals of the procedure. 3. **Pipeline stages are generated**: the SOP becomes a structured pipeline with named stages so you can see where each enrolled customer sits. 4. **Per-customer recommendations**: for every customer enrolled in the guidance, Cust recommends the specific next step to take to drive them toward the procedure's goals. ## Why use a Guidance Operating procedures usually live in Notion or Google Docs and get read once. A Guidance keeps the procedure live. Every enrolled customer gets a personalized next-step recommendation based on where they are in the pipeline, what signals are firing, and what the SOP says to do next. ## Example: renewal management A renewal-management Guidance shows the model end to end. Your team's renewal SOP starts 120 days before the contract end date. Upload that SOP and Cust builds the pipeline. When an account passes 120 days to renewal, it surfaces in your queue with a **Generate plan** call to action. Clicking Generate plan, Cust reads the customer's history (prior emails, meeting notes, support tickets, product usage) and the renewal SOP, and writes a plan of action items tailored to that specific account. For example: 1. Build a value summary showing ROI delivered over the contract term. 2. Schedule a renewal kick-off meeting with the economic buyer. 3. Identify and confirm the champion. 4. Surface and resolve any open support issues. Each action item has its own call to action. Click into "Schedule a renewal kick-off meeting", and Cust looks up the right contact from the 27 contacts on the account, drafts a personalized email with a meeting link, and presents it for your review. You edit if you need to, then send. The action item is marked complete. The Guidance keeps tracking where you are. As each action item is finished (or made irrelevant by something else happening), the next one surfaces, until the renewal is closed or moved to the next stage. ## What appears in Action Hub Each recommended next step from a Guidance shows up as an action in [Action Hub](/platform/action-hub), so you can execute it in a few clicks without leaving the queue. [Set up a Guidance](https://app.us.cust.co/tuning/guidance) --- # AI Health Scoring URL: https://docs.cust.co/platform/tuning/health-scoring Description: Score account health by describing what healthy, at risk, and growth opportunity look like in your own words. ![AI Health Scoring overview in Cust](/Health.webp) ## How it works In legacy customer-success tools, health scoring is a formula. You pick metrics, weights, and thresholds, and the platform multiplies things together. The output is a number with no explanation. Cust takes a different approach. You write what each health status means in plain English. Cust runs an agent over every customer on a schedule and important events (Signals) and uses your Health scoring instructions, plus everything it knows about the customer (CRM, email, calendar, transcripts, tickets, product usage), to decide which status the customer belongs in and why. The output is always two things: 1. A **health status**: **Healthy**, **At risk**, or **Growth opportunity**. 2. A **reasoning trace**: the deep research condensed into 3-5 reasons that explain why the customer landed in that status on this run. ![Health score reasoning trace shown on a customer record](/Health%20score%20reasoning.webp) ## Example instructions You can mix product signals and conversational signals in the same instructions. A few examples of the kind of rule you can write: - "If a customer mentions a competitor name in any email or call, move them to At risk." - "If a customer is asking about additional integrations, mark them as a Growth opportunity." - "If the primary champion has gone silent for more than 30 days and there is no other engaged contact, move to At risk." - "If support tickets in the last 14 days have negative sentiment, move to At risk." The rules can reference anything Cust has access to: product-usage metrics, conversation content, sentiment, and attribute values from your CRM. ## Automatic refresh Health scores keep themselves fresh. Cust watches each account for new [signals](/platform/tuning/signals) and automatically re-evaluates health every week wherever something changed. Accounts with no new activity are left alone, so scores do not churn without a reason. When a re-evaluation runs, the reasoning attached to the status is regenerated against the latest context. There is nothing to trigger manually. The health badge on an account shows that it is being monitored automatically. --- # Overview URL: https://docs.cust.co/platform/tuning Description: Tell Cust how to think and act in your own words instead of configuring rule engines. The biggest difference between Cust and legacy customer-success platforms is how you configure it. Instead of building rule-based automations ("if logins fall below X in Y days, set health to Z"), you describe the rules in plain English and Cust reasons about each customer against your description. Every score, every recommendation, and every action comes back with a plain-English explanation of why. Tuning is where all of that configuration lives. Each area has its own page: - **[AI Health Scoring](/platform/tuning/health-scoring)**: define what "healthy", "at risk", and "growth opportunity" mean in your business, in your own words. - **[Signals](/platform/tuning/signals)**: notify CSMs to refresh recommendations when something important happens with a customer. - **[Guidance](/platform/tuning/guidance)**: turn a written operating procedure into a structured pipeline with per-customer next-step recommendations. - **[Workflows](/platform/tuning/workflows)**: deterministic trigger-condition-action playbooks for the cases you want fully under control. - **[Skills](/platform/tuning/skills)**: reusable AI prompts your whole team can invoke with a slash command. - **[Email](/platform/tuning/email)**: workspace-wide email behavior, including smart reminder cadence and [communication style](/platform/tuning/communication-style), the tone and voice the AI uses when it drafts customer-facing content on your behalf. - **[Knowledge base](/platform/tuning/knowledge-base)**: product documentation Cust references when answering customer questions or writing replies. --- # Knowledge base URL: https://docs.cust.co/platform/tuning/knowledge-base Description: Product documentation Cust references when answering customer questions and writing replies. Cust pulls from your product knowledge base whenever it answers a customer question, drafts a reply, or recommends an action. Upload the product documentation that your team treats as the source of truth and Cust will reference it before producing anything customer-facing. What to upload: - Product documentation and reference articles. - FAQs and how-to guides. - Release notes and changelog entries. - Integration and API documentation. For other kinds of context, see [Communication style](/platform/tuning/communication-style) for brand voice and tone, or [Guidance](/platform/tuning/guidance) for the operating procedures your team follows. Detailed configuration documentation is coming soon. --- # Signals URL: https://docs.cust.co/platform/tuning/signals Description: Create signals to refresh recommendations when something important happens with a customer. ![The Signals list, with built-in and custom signals](/Signals%20list.webp) ## Signal setup Add signals (an upcoming QBR, a champion going silent, a payment going overdue) so you could use it as a trigger the moment something important happens. The classic case is an upcoming QBR: a signal that watches the customer's calendar for the keywords "QBR" or "business review" in the next X days will trigger the right workflow or project the moment the meeting is on the books. A signal can also target a specific **sentiment**, so it fires only on a positive or a negative version of the same event. That lets a workflow react differently to a frustrated message than to a happy one. ![Creating a signal](/Signals%20edit.webp) ## Signal types The platform supports three types of signals: - **Customer has an upcoming meeting in X days.** Watches the calendar for an event matching keywords or other meeting attributes. - **Customer starts matching specified criteria.** Fires when a customer first matches the criteria you defined, for example, a customer entering the "no reach out for 14 days" state. - **Customer stops matching specified criteria.** Fires when a customer leaves the matched state, for example, a previously silent customer who just emailed you back. ## Built-in signals Cust ships with a set of signals that work out of the box, so the most common risk and expansion moments are covered without any setup: - **No reach out**: nobody on your team has contacted the account in a configurable number of days. - **Company went silent**: the customer has stopped reaching out across email, meetings, calls, and tickets. - **Stopped using**: product usage has dropped off, with separate triggers for a soft decline and a hard stop. - **Negative sentiment**: a strongly negative message was detected in a recent interaction. - **Strong positive signal**: a strongly positive message was detected, often a good moment to ask for a referral or an expansion. You can tune the thresholds on several of these per segment (see [Configuring silence per segment](#configuring-silence-per-segment)), and use any of them to trigger Guidances, Workflows, or Projects. ## Signals vs filters A filter and a signal can use the same criteria yet return very different counts, because they answer different questions. - A **filter** returns the **current audience**: every account that matches the rule right now. Filter for "health is At risk" and you get the full standing list, however large it is. - A **signal** captures **new entries into that audience**: it fires only when an account crosses into the state after the signal was created. It records transitions rather than a snapshot, so it starts empty and grows as accounts newly qualify. This is why a filter on a given rule almost always shows more results than the matching signal: the filter includes the entire existing backlog, while the signal counts only the accounts that have entered the state since you set it up. Reach for a filter when you want "who matches today", and a signal when you want "who just changed" or you want to trigger an automation the moment that change happens. ## Contact-level signals Signals can be defined at the company level (a property of the whole account) or at the contact level (a property of a single person on the account). Contact-level signals enable per-person automations, such as responding to an individual NPS submission rather than the company's average score. Signals can also be fired from an external system through a **webhook**: Cust gives the signal a unique URL, and your tool (a survey platform, a billing system, an internal service) posts to it when the event happens. The payload identifies who the event is about, and can reference the contact by email when your system does not know Cust's contact IDs. ## Archiving a signal Archive a signal when you no longer want it firing, without losing its history. An archived signal is hidden from the list, stops generating new firings, and its past firings are deactivated so they no longer influence recommendations. Unarchive it to pick up right where it left off. ## Configuring silence per segment The built-in "No reach out" and "Company went silent" signals can be configured per customer segment. You set: - The day threshold (for example, 14 days for Enterprise, 60 days for Self-serve). - Which interaction types count toward the calculation (email, meetings, support tickets, calls, or any combination). Different segments can then have different silence definitions in one place. ![Per-segment thresholds for the Company went silent signal](/Customer%20went%20silent%20Signal%20settings.webp) ## Where signals show up Once a signal fires for a customer, you can see it in two places: - The **Company profile** under **Memory**, plotted on the Lifecycle chart. - The **Companies list**: click the **Signals** cell on a row to open an overview with timestamps for every firing. ## Where to use signals Signals become part of the customer context out of the box. You can use Signals to trigger Guidances, Workflows, Projects if you want to act on them in real-time. [Set up signals](https://app.us.cust.co/tuning/signals) --- # Skills URL: https://docs.cust.co/platform/tuning/skills Description: Turn your expertise, procedures, and best practices into reusable capabilities the assistant can run on demand. A skill is a set of instructions you save once so the AI assistant can run it the same way every time. Instead of every CSM re-typing the same ad-hoc prompt for a QBR brief or a renewal summary, one person authors the skill and the whole team reuses it. ![The Skills library, with the My Skills, Workspace, and Discover tabs](/Skills.webp) ## Where skills live Skills are grouped into three tabs: - **My Skills**: private to you, for your own workflows. - **Workspace**: shared with your whole team. Creating and editing workspace skills requires the Builder or Admin role. - **Discover**: ready-made skills Cust provides. You cannot edit these in place, but you can **Add to My Skills** or **Add to Workspace** to copy one in and adapt it. ![A skill's details, with its instructions and options to add it to your library or try it](/Skill.webp) ## What a skill can do - **Instructions**: the heart of most skills. The author writes exactly what to produce and how to structure it, for example which KPIs a QBR should include (ARR, renewal date, top features in use, ticket volume, sentiment) and the sections of the output (summary, wins, risks, next steps). - **Scripts**: a skill can also include scripts that take an action rather than just write text, such as reading from your CRM or calling an external service. A script can run automatically or pause for your approval first, so you stay in control of anything that changes data. ## Running a skill Skills run inside the AI assistant. You can: - **Invoke one directly** by typing its slash command, for example `/renewal-brief`, in the assistant. - **Let the assistant choose**: every skill has a short "use when..." description, so the assistant can pick the right one on its own when your request matches. Skill names are lowercase with hyphens and no spaces. Cust runs the skill with the context the assistant already has, such as the customer you are working on. ## What skills are good for - Morning briefings and "what should I act on today" rundowns. - QBR briefs and stakeholder memos. - Renewal pitch summaries and risk-scored renewal prep. - Competitive teardowns when a competitor name surfaces. - ROI and value-summary documents. - Any repetitive analytical task worth writing down once and reusing. [Open Skills](https://app.us.cust.co/tuning/skills/workspace) --- # Workflows URL: https://docs.cust.co/platform/tuning/workflows Description: Deterministic trigger-condition-action playbooks for the cases you want fully under control. ![The workflow builder in Cust](/Workflows.webp) Workflows are the place to set up the parts of your CS motion that need to be precise and predictable. They use a standard trigger / condition / action shape. ## Triggers A trigger is the thing that starts the workflow. Common triggers: - A customer mentions a specific keyword in an email or transcript. - A health score changes (for example, moves to At risk). - A signal fires. - A field in the CRM changes. - A scheduled time arrives. ## Conditions Conditions narrow when the action should actually run. For example: - Health changed to At risk **and** the customer has not been contacted in the last 30 days. - A competitor mention **and** the customer is on an annual contract. ## Actions Actions are what the workflow does when the trigger fires and the conditions hold. A workflow can chain several action steps in order. Common actions: - Create an action item for the CSM in [Action Hub](/platform/action-hub). - Send an automated email on behalf of the CSM (with optional CSM approval). - Run an email sequence (see below). - Update a CRM attribute. - Run a piece of account research and save the result as a custom attribute on the account. - Push a value back to an external system through a custom script. ## The pipeline view Each step in a workflow has its own pipeline view: a Kanban board where every card is one account running through that step. The columns are the step's possible outcomes, for example Queued, Running, Sent, Replied, and Failed for an email step. You can see at a glance how many accounts reached each outcome, and search within a stage by company or contact. This is different from [Projects](/platform/projects) and [Guidance](/platform/tuning/guidance), where one account moves through the stages of a single process. A workflow step's pipeline shows many accounts moving through one step, so it answers "what happened when this step ran" rather than "where is this account in the process". The editor canvas carries the same signal at a glance: each step shows small counters for runs that are in progress, succeeded, and failed. Click a counter to jump to that step's runs, already filtered to the matching status. ## Step objectives Running a step is not the same as it working. **Objectives** let you define what success means for a step and measure how often it is reached. An objective is a named condition on the step's target (the company or the contact), built with the same query builder as filters: "booked a meeting", "usage back above the threshold", "replied within a week". Each objective has an **attribution window**, the number of days after the step runs within which the condition must become true to count. The pipeline view then reports performance as KPI cards: how many targets were enrolled, and for each objective, what share reached it. Click an objective card to filter the pipeline to just the runs behind that number. A step that was renamed or re-published keeps its history, so the rates stay meaningful across versions. ## Email sequences An email sequence step sends a series of emails on a schedule until the customer replies. After the final email, you can optionally **wait for a reply** for a set number of days before the sequence finishes. If a reply lands inside that window the sequence stops there; if it does not, the sequence completes with a no-reply outcome so a later step or workflow can take over. Sequences handle the replies they get along the way. An out-of-office auto-reply does not count as a real answer: Cust detects it and postpones the next send instead of continuing the schedule into an empty inbox. If a sequence was interrupted (for example by a disconnected mailbox), you can resume it from where it stopped. Sequence emails can personalize with variables, including the account's metric values and the date the company was created, alongside the usual contact and company fields. A sequence step gives you control over volume and safety: - **Multiple contacts per company**: a sequence can enroll several matching contacts on the same account, and each contact is tracked separately. - **Daily send limit**: a per-day ceiling (between 50 and 200, 200 by default) on how many emails the step sends from one account, so a big trigger cannot flood your outbox. - **Frequency cap**: skip re-enrollment when the same target was already enrolled within the last X days. - **Approvals with a due date**: when a sequence requires CSM approval before sending, you can set how many days the approval task has before it is due, so drafts do not sit unreviewed. ## Example workflows A few patterns customers use most: - **No-contact-in-30-days rescue**: when health changes to At risk and there has been no contact for 30 days, queue an action item to reach out, with a draft email pre-written. - **Renewal kickoff**: 120 days before the renewal date, enroll the customer into the renewal [Guidance](/platform/tuning/guidance) and create the first action item. - **Account research on key event**: when a customer mentions an acquisition or funding round, kick off a research workflow that pulls news and saves a summary as an attribute on the account. Workflows give you the deterministic side of the system. For the cases where you want AI judgement instead of fixed rules, lean on [Guidance](/platform/tuning/guidance). [Set up a workflow](https://app.us.cust.co/tuning/workflows)