An Alert is an automated notification that fires when a specific condition is met on an account or a connected object (Freshdesk ticket, NetSuite financial record, etc.). Alerts are configured globally by the ChurnZero Admin.
Alerts are different from plays - they do not trigger tasks or automated workflows. They are informational signals that prompt you to take action manually.
| Channel | Description |
|---|---|
| Logged In | In-app notification (bell icon, top right) when you are active in ChurnZero - the most commonly enabled channel |
| Logged Out / Browser | Browser push notification even when not logged into ChurnZero |
| Direct email per alert firing | |
| Daily Digest | Summary email of all alerts from the past 24 hours |
| Slack | Notification in a configured Slack channel |
Most CSMs have Logged In enabled. If you are not receiving alerts you expect, check your notification settings or ask the ChurnZero Admin to verify your configuration.
Account scope: each user is configured with either "I own" (alerts fire only for accounts you are directly assigned to) or "In my domain" (your accounts plus all accounts assigned to users you manage). Most CSMs are set to "I own". Country Managers and team leads are typically set to "In my domain".
A NetSuite financial transaction linked to one of your accounts has been overdue for between 60 and 120 days. The alert fires when the record enters the segment - not continuously.
A Freshdesk support ticket linked to one of your accounts has breached its SLA by at least 1 day. The ticket is still open and the response or resolution deadline has passed.
- 1Check the ticket in Freshdesk using the ticket ID in the alert
- 2Understand why the SLA was breached - waiting on customer, on engineering, or stuck in queue?
- 3If escalated to Jira, verify the Jira issue is being actioned
- 4If the customer has not been updated, reach out proactively - do not wait for them to chase
The account has been in red ChurnScore continuously for 14 days - not a momentary spike. Score was red today, 7 days ago, and 14 days ago with no recovery.
- 1Open the account in ChurnZero - check ChurnScores tab to identify which sub-scores drive the red composite
- 2Check Engagement AI tab - contact gap? Negative sentiment signals?
- 3Check the account timeline - when was the last meaningful touchpoint?
- 4Schedule a call proactively - do not wait for a churn notification
- 5If S3 or S4, verify whether the Customer Continuous Contacts play already has an open task for this account
Six additional alerts follow the identical logic as Alert 3, but each monitors one specific product sub-score instead of the Primary composite. Each fires when that product's ChurnScore has been in the red category continuously for 14 days (checked at current, -7d, -14d).
- 1Open the account - ChurnScores tab - select the specific product sub-score from the dropdown
- 2Check the factor table to identify which specific factors are driving the score up
- 3Cross-reference with the Journeys tab - is the account also Behind or Stuck on the corresponding product journey?
- 4Check the Usage tab for trend data on that product
- 5Prepare a targeted conversation with the customer focused on the specific product at risk - do not wait for the composite to go red
If you receive both a product alert and the primary composite alert (Alert 3) for the same account, treat it as a compounded risk signal - the product issue has been persistent long enough to also push the composite into red.
Fire when an account has had no recorded contact within the maximum timeframe defined for its segment - becoming the primary automated signal for proactive engagement gaps.
| Signal | What it tells you | When it fires |
|---|---|---|
| Alert | A specific threshold crossed on a specific object (ticket, invoice, score) | Immediately when condition is met |
| ChurnScore | Overall health trend across multiple factors | Continuously - recalculates automatically |
| Play task | A specific action is required from you | When a play is triggered |
Alerts are the fastest signal - they fire immediately and require no interpretation. If you receive an SLA alert and an overdue invoice alert on the same account, treat it as a compound risk signal and check the account's ChurnScore to understand overall health.
In-app: Bell icon (top right in ChurnZero) - shows all recent notifications
Daily digest: Check your email for the daily summary
Command Center: "My Book" tab shows cards like "Accounts at risk" and "S3 and S4 without engagement" - these are driven by their own segment and score logic, independent from alerts. Some conditions may overlap with alert triggers, but the Command Center view is not a direct reflection of which alerts have fired.
Private alerts can be created and modified by any CSM directly in ChurnZero, independently and without any request. Global alerts (visible to all users) are managed by the ChurnZero Admin - to request a new global alert or modify an existing one, submit a request via the Jira CZU board.