Docs / Journeys, Signals & Email
Default signal rules (reference)
The signal rules that ship enabled in a new workspace — what each one watches for and what it does. All are fully editable.
Default signal rules
A new workspace ships with a set of ready-to-run signal rules covering the common CS risks and opportunities. Every one is fully editable in the Admin Console → Signal Rules — change the thresholds, cooldowns, and actions, or turn any of them off. This list is the starting point, not a fixed set:
Health
- Health Drop Alert — creates a Risk task when overall health drops meaningfully.
- Critical Health Alert — creates an urgent Risk task and notifies the manager when health falls below 40.
Renewal
- Renewal Risk at 90 Days (at-risk accounts) — starts renewal management for accounts that are unhealthy or trending down with 90 days to renewal.
- Renewal Approaching — 60 Days (healthy accounts) — a lighter check-in for healthy accounts.
- Renewal Approaching — 30 Days — an urgent task when renewal is 30 days out with no recent executive contact.
Engagement
- No Activity for 30 Days / for 45 Days — re-engagement tasks when a CSM hasn't touched the account.
Sentiment
- NPS Detractor Detected — urgent risk task + manager notification when a contact scores 0–6.
Relationship / risk
- Single Contact — Renewal Risk — flags single-threaded accounts within 120 days of renewal.
- Multiple Open Risk Tasks — notifies the manager when an account has 3+ open risk tasks (a possible systemic issue).
Adoption / expansion
- Feature Adoption Drop — an Action when adoption falls below 40% month-over-month.
- Sustained Low Seat Utilization — Renewal Risk — a Risk Action when 30-day average seat utilization is below 40% (shelfware risk).
- Sustained High Seat Utilization — Expansion — an Expansion Action when 30-day average utilization is at/above 90% (capacity → seat expansion).
- Expansion Ready — High Adoption + NPS Promoter and Expansion Ready — Hot Readiness Signal — expansion tasks when the account looks ripe.
Rules use a cooldown so they don't re-fire on the same account repeatedly. See "Signal Rules" for how to build and edit them.
More in Journeys, Signals & Email
- Signal rules: automation triggers
- The Automation Hub: journeys, campaigns, templates & surveys
- Creating your first journey
- Email templates with dynamic attributes
- Surveys and NPS
- Email deliverability: domains, unsubscribe & bounces
- External Actions & webhooks
- Segments: building & using them
- Criteria fields (reference)