# 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 3 business days after your last email to the customer when they have not replied. If your follow-up email also goes unanswered, Cust creates another reminder 3 business days later. ### Reply reminders Created 3 business days after the customer's last email when you have not replied. 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. ### When reminders are removed Reminder tasks are deleted automatically once they are no longer relevant: - 14 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. --- # 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. --- # Companies 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. 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) --- # 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. --- # 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: Inbox shows customer email threads with AI-assisted replies, so you can triage and respond faster. ## Focus mode Inbox opens in **Focus mode** by default. Focus mode shows only the email threads from your customers, so you spend your morning on conversations that matter for retention and expansion. Toggle Focus mode off when you need to see the rest of your email (internal threads, vendors, anything that is not a customer). ## 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. ## 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. --- # 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. - **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. - **Archive email threads after reply (Gmail only)**: if checked, Cust automatically archives the thread on the source after a reply is sent, keeping your inbox clean. - **Timezone**: the timezone used for scheduling, business-day thresholds, and report cadences across the workspace. ### Integrations Connect third-party data sources. See [For Admins](/getting-started/for-admins) for the list of supported integrations and what each one unlocks. ### Objects Configure the built-in objects Cust ships with (companies, contacts, opportunities) and define custom objects specific to your business if needed. ### 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. ### Data import Import historical data into Cust. Useful when you need to backfill records or move customer history from another tool. --- # 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. ## 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 is SOC 2 Type II certified. The full report is available on request during enterprise procurement so your security team can verify our controls against the Trust Services Criteria (security, availability, processing integrity, confidentiality, and privacy). ## 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: - **12 months** of email history. - **2 years** of calendar history. - **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. --- # 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. --- # 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 personalised 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 personalised 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. ## Refresh frequency You set how often the health-scoring agent runs: weekly, every two weeks, monthly, or quarterly. You can also define events that should trigger an immediate re-evaluation (for example, an at-risk customer paying an overdue invoice). When the agent re-runs, the reasoning attached to each status is regenerated against the latest context. ![Trigger a health-scoring run from the Home dashboard](/Health%20run%20on%20Home.webp) --- # 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. - **[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. ## 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. ## 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. ## 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. ## 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. ## 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: Reusable AI prompts your whole team can invoke with a slash command. A skill is an advanced prompt your team has authored once and saved for everyone to use. From anywhere in Cust, you invoke a skill with a slash command, and Cust runs the prompt against the current customer context. ## Why skills exist The alternative is every CSM writing their own ad-hoc prompts every time they need a QBR brief, a renewal summary, a competitive teardown, or a stakeholder map. The output quality varies, the prompts drift, and there is no shared standard. Skills solve that by letting one person author the prompt, capture the company KPIs and structure you want, and let the rest of the team run it with a single slash command. ## Example: a QBR skill An account manager writes a `/qbr` skill once. The prompt lays out: - The KPIs the QBR should include for the customer (ARR, renewal date, top product features in use, ticket volume, sentiment trend). - The structure of the document (executive summary, wins last quarter, risks, roadmap asks, next steps). - Whether the output is internal-facing or customer-facing. Any CSM on the team types `/qbr` on a customer's record. Cust pulls the relevant context, runs the prompt, and produces the document in seconds. The output can be copied to the clipboard or saved as a note on the customer's record. ## What skills are good for - QBR briefs and stakeholder memos. - Renewal pitch summaries. - Competitive teardowns when a competitor name surfaces. - ROI calculations and value-summary docs. - Any other repetitive analytical task that needs to be written down once and reused. [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. 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. 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). - 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. ## 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)