Engage
Retain & grow customers
Keep the customers you won on the same record you closed them on. Health scores, churn signals, an autonomous CS agent, and a full support desk — no hand-off, nothing lost.
Engage is where customer success and support live. Because everything reads and writes the same record the deal was closed on, a CSM opens an account and sees the full history — first marketing touch, the signed contract, product usage, and every support ticket — in one continuous picture.
The Customer Success cockpit
The CS cockpit is a customer 360 built for the people responsible for retention and growth — a book of business where each CSM sees their accounts, health, and renewal exposure in one owner-scoped view.
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Health
The current composite health signal for each account and what's driving it.
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Usage
How the customer is actually adopting the product, so under-adoption shows up early.
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Renewal
Upcoming renewal timing, value, and risk — nothing discovered late.
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Expansion
Signals and opportunities to grow the account, which become deals back in Sell.
Health scores & churn signals
Each account's health is a composite of the signals that matter — engagement, relationship, financial, and sentiment — not a single vanity metric. Every account gets a Red / Amber / Green band so risk is visible across the whole portfolio at a glance.
| Dimension | What it measures |
|---|---|
| Engagement | Activity recency and frequency — is the account still active? |
| Relationship | Coverage of key roles (sponsor, champion, economic buyer) and contact breadth |
| Financial | Active revenue, renewal proximity, and expansion signals |
| Sentiment | Average conversation sentiment across recent calls and meetings |
Health scores refresh automatically in the background, so the RAG band on the account list is always current. You can also configure a weighted scorecard to tune how each dimension counts toward the overall score for your business.
Read the band, work the account
A slipping health band with clear leading indicators is your cue to act before the renewal conversation — not after a cancellation notice.
The CS agent
The CS agent is a tireless success assistant that watches your book and recommends the next best action on each account — grounded in that account's real churn risk, health, open follow-ups, and activity.
Every morning it reviews every owned account and delivers a recommendation to the account owner. You decide how much freedom it has, per account:
The agent proposes an action item and the owner approves it before anything happens — copilot mode for strategic, high-touch accounts. Pending proposals land in an approval queue with Approve / Dismiss.
The agent takes the action itself and reports back — hands-off coverage for a long tail of smaller accounts.
Passive analysis only. The agent surfaces insight but never acts.
This lets you scale success coverage without handing every relationship to automation wholesale. Recommendations are grounded and auditable, and the CS agent shares Muntri's agent framework — the same guardrails and approval queue you use everywhere else.
flowchart LR
S[Signal] --> H[Health score]
H --> R[CS agent<br/>recommendation]
R --> A[Play / Action]
classDef n fill:#ffffff,stroke:#2563eb,stroke-width:1.5px,color:#0B1024;
class S,H,R,A n;Product usage, engagement, renewal proximity, and sentiment all feed the health score; the CS agent reasons over that score to recommend a play, which you approve or let it run.
The support desk
The support desk is an AI-first cockpit that lives on the same record as CS — so a ticket and the customer's health, usage, and renewal are never in separate systems.
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SLA queue
Tickets prioritized against first-response and resolution targets, so breaches are visible before they happen.
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AI triage
Incoming tickets are categorized, prioritized, and routed to the right agent automatically.
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AI summary
Long threads are summarized so an agent picks up context instantly.
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AI-drafted replies
The AI proposes a response citing your knowledge base; a human reviews, edits, and sends.
Tickets, SLAs & routing
The cockpit gives every ticket a status, priority, channel, sentiment, and SLA clock. Saved-view tabs (All · My open · Unassigned · Breaching SLA) and a filter bar keep the queue manageable, and every ticket links straight to the account it belongs to.
Unassigned tickets auto-route to an agent out of the box. Choose the strategy that fits your team:
| Strategy | Behavior |
|---|---|
| Least-loaded | Sends the ticket to whoever has the fewest open tickets |
| Round-robin | Cycles through the agent pool in turn |
| By team | Routes to the least-loaded member of the matched team |
Macros & canned replies
Agents insert canned replies from a popover — server-rendered so {{placeholder}} fields are filled in automatically — and admins manage the macro library in one place. It's the fastest way to keep responses consistent and on-brand.
Close the deflection loop
On a resolved ticket, the AI can draft a customer-safe knowledge-base article from the problem and its resolution (names and ticket numbers stripped). An admin publishes it, and it starts deflecting the next customer who has the same question.
The self-serve help portal
Alongside the internal cockpit, Muntri gives your customers a public help portal — a customer-facing surface where they find answers and manage their own requests.
Search the knowledge base. Customers browse and search published articles for instant answers.
File a ticket. A guided form suggests relevant articles as the customer types (deflection) before they submit.
Track & reply. Customers follow their own request and reply from a private link; their replies reopen the ticket and notify the assignee.
Because both sides run on the same record, a customer's portal activity and their CS relationship are one continuous picture. Portal tickets land in the cockpit tagged by channel, right alongside email and internal tickets.
Product usage feeds retention
Product-usage signals aren't a side report — they flow directly into the account 360, health scoring (an engagement nudge), churn prediction, and expansion signals. An account trending toward an overage becomes an expansion opportunity; an account going quiet drags its health band toward risk. Usage is a first-class retention input, not a dashboard you have to remember to check.
Related
- Health, renewal, and expansion signals also appear on the account Command Center in the Sell guide.
- Expansion opportunities the CS agent surfaces become deals back in Sell, closing the loop on land-and-expand.
- The CS agent shares the framework in the AI Agents overview.
- For how customer records connect to contracts and revenue schedules, see the Revenue Lifecycle.