Overview
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: 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.
- 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.