Automations
The account owner should not find out at renewal.
A high-priority case from a significant account, a complaint, or a second case in a week. The person who owns that relationship should know while there is time to do something.
Defined by the account, not a VIP flag
Value, renewal proximity and current health decide, so an account quietly becoming important is covered without anybody remembering to tick a box.
Context, not a notification
"ACME has opened four cases this month and renews in 27 days" is useful. "New high priority ticket" is noise.
Restrained on purpose
Alerting on everything trains people to ignore alerts. These fire on genuine relationship risk and the threshold is yours to set.
Automations
The rest of this area.
Narrow, legible rules for the handful of things worth automating.
Routing rules
Billing to Finance, technical to the right team, VIPs to their owner.
Escalation
What happens when something is about to go wrong.
Feedback follow-up
Negative feedback becomes a real follow-up, not a statistic.
Suggesting an incident
When several similar cases arrive together, propose grouping them.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]