Tuning and automation
Tell Cust how to think and act in your own words instead of configuring rule engines.
Use these guides to define health rules, signals, procedures, deterministic workflows, and reusable Assistant skills. These settings shape the recommendations and actions Cust produces from your customer data.
Open Workflows, Signals, Guidances, Skills, and Knowledge from More in the navigation rail, or pin them for quick access. Health scoring and Writing style are under Settings. Each area has its own guide:
- AI Health Scoring: define what "healthy", "at risk", and "growth opportunity" mean in your business, in your own words.
- Signals: notify CSMs to refresh recommendations when something important happens with a customer.
- Guidance: turn a written operating procedure into a structured pipeline with per-customer next-step recommendations.
- Workflows: deterministic trigger-condition-action playbooks for the cases you want fully under control.
- Skills: reusable AI prompts your whole team can invoke with a slash command.
- Email settings, under Settings > Writing style: workspace-wide email behavior, including smart reminder cadence and communication style, the tone and voice the AI uses when it drafts customer-facing content on your behalf.
- Knowledge base: product documentation Cust references when answering customer questions or writing replies.