CZ Expert Agent
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AI-powered · Onyx
ChurnZero Expert Agent
An AI agent trained on MotorK's ChurnZero configuration, plays, scores, journeys, and platform settings. Ask it questions the way you would ask a colleague - it knows the platform in depth and answers in context.
Open in Onyx Slack: coming soon in #churnzero-users
This tool is currently in beta testing with a selected group of users. It will be officially released and announced to the full CS team once the testing phase is complete. If you have access, your feedback helps shape the final version - report anything unexpected directly to the ChurnZero Admin.
What the agent knows
Platform & Configuration
  • ChurnZero fundamentals and MotorK's four core use cases
  • Active integrations (Salesforce, Gong, Freshdesk, Jira, BigQuery, Slack, Gmail) - sync direction and timing
  • Bidirectional sync fields: Owner, Stage, Churn Risk, Churn Risk Comments, Churn Prevention Actions, Weekly Churn Status
  • Account types and active products tracked in ChurnZero
Customer Segments
  • S1 Base / S2 Elevate / S3 Prime / S4 Elite / Enterprise - definitions and ARR thresholds by country
  • Minimum formal touchpoints per segment per year
  • How segment changes work and cascade downstream
  • Which segments trigger which plays
Plays
  • Churn Emergency Action Plan - full step-by-step flow, escalation sequence, required fields
  • Customer Continuous Contacts - trigger logic, tasks, SLA rules
  • Operational FAQs: multiple tasks, missed Gong recordings, account entered by mistake, combining calls
  • Priority rules between plays
Churn Taxonomy
  • Full three-level structure: L1 External/Internal gate, L2 categories, L3 subcategories
  • All L2 and L3 values with definitions
  • Rules for multiple concurrent causes (L1 Internal only)
  • Where to fill in ChurnZero: Custom Tables - Opportunity Line Items
Call Scripts
  • Churn Reason Interview script - Task 1 of the Churn Emergency Action Plan (full)
  • Customer Continuous Contacts script - structured guide for S3/S4 health check calls (full)
ChurnScores
  • Score direction: inverted - higher = worse risk. Global scale: 0-39 Green, 40-69 Yellow, 70-100 Red
  • Primary score depends on account type: Composite (standalone and parent accounts), Child Accounts ChurnScore (child accounts in group hierarchies), M&A ChurnScore (acquired companies without MotorK products)
  • Product ChurnScores fully documented with factors, weights and thresholds per segment: WebSpark, LeadSpark Essential, LeadSpark Revolution, StockSpark, FidSpark, PredictSpark, plus Customer Engagement ChurnScore (one per segment)
  • M&A ChurnScore uses a different grading scale (0-30 Green, 31-59 Yellow, 60-100 Red) and different factors: churn notice, messages sent, product request tickets, open support tickets
  • How to read the Compare tool and factor table in ChurnZero
Product Adoption Journeys
  • All 6 journeys: structure, stage timings, On Track/Behind/Stuck thresholds
  • Achievement criteria per product, per stage, per segment
  • Milestone completion rules (achievements + CSM task both required)
  • Why journeys and ChurnScores are complementary, not redundant
Segments & Filtering
  • All segment types at MotorK and key filter fields per object
  • Global vs. personal segments - never modify Global, always Save as New
  • Critical operator rules: Opportunity Product Name always "Ends with"
  • Full product naming reference with exact filter values for all products
Alerts
  • 9 active alerts: Overdue Invoice, Freshdesk SLA Breached, 🔴 Urgent - Churn Risk (Primary ChurnScore), and 6 product-level alerts (🔴 Urgent - Product Churn Risk) for FidSpark, LeadSpark Essential, LeadSpark Revolution, PredictSpark, StockSpark, WebSpark
  • Trigger criteria, delivery channels and scope for each - product alerts use sub-score grading scale (0-40/41-70/71-100), different from Primary
  • 1 planned alert: Customer Not Contacted (thresholds by segment)
Engagement AI
  • Configuration: what is analyzed, sentiment categories, standard and custom topics
  • Relationship Score scale and interpretation
  • Full Engagement AI tab navigation: charts, Relationship Map, Topics Over Time
Dashboards & Account View
  • 3 custom dashboards: Customer Base Summary, CSM Book Summary, Product Adoption
  • Account Insights reports: Account Summary and Product Adoption
  • Full account tab-by-tab navigation guide
  • Known data reliability issues (NetSuite sync, Freshdesk AI paused)
What the agent does not know
Out of scope - ask the ChurnZero Admin or open a card in the Jira CZU board instead
Messages segment type
Surveys (not yet active)
Success Plans (not yet active)
Signals (not yet active)
In-App engagement
Renewal Play (currently paused)
Cohort Reports
Events Dashboard
Account Growth
Live Exports
Renewal Hub
ChurnZero REST API
Implementation Journey in ChurnZero
NRR / Gross Revenue Churn dashboards
How to access
Onyx web app Beta - selected users
Log in at ask.motork.io and open the ChurnZero Expert Agent. Available now to beta testers.
Slack - #churnzero-users Coming soon
Once released, you will be able to interact with the agent directly in the #churnzero-users Slack channel. No browser needed - ask your question in the channel and the agent responds in thread.

Something missing from the knowledge map or behaving unexpectedly? Report it to the ChurnZero Admin so it can be addressed before full release.