Changelog

Follow new updates and improvements to GoCSM.

July 1st, 2025

New

Dashboard

Product Adoption

Health

Feedback (NPS)

Integrations

Now you can give your clients full visibility into their own account usage—right inside your HighLevel dashboard.

🌟 What’s New:

Your customers can now view:

  • Login Activity: See who logged in, when, and for how long

  • Feature Total Time Usage: Track how much time each user spent on every feature, with usage level indicators (High, Medium, Low)

  • Feedback History: See what users are saying with visual indicators for sentiment

  • Total Usage Summary (Coming Soon): Automatically generated metrics for contacts, calendars, funnels, websites, and more

🔧 How to Set Up:

  1. Copy your unique embed URL
    (e.g. https://activity.csmconnector.com/subaccount-activity/{{location.id}})

  2. Paste it into your Agency Settings → Custom Menu Links in HighLevel

  3. Label it "Account Activity" or anything you prefer
    ✔️ That’s it! Your customers will see the “Account Activity” tab directly in their side nav

This self-service experience improves transparency, reduces support tickets, and builds stronger trust with your clients—automatically branded as your own!

July 1st, 2025

New

Integrations

GoCSM now detects when a new customer subscription is created in Stripe — in real-time! 🎉

🔄 What’s Included:

  • New “Subscription Created” trigger inside GoCSM Workflows

  • Automatically maps Stripe data to your Customer Custom Fields

  • Accurately identifies Trialing Customers

  • New “Trialing” Stage in your Billing + Subscriptions Pipeline

  • New “Trialing Customers” list view in your Revenue Dashboard

⚠️ Stripe Integration Required
Make sure your Stripe account is connected to GoCSM to start using this trigger.

This update gives you sharper visibility and automation from the moment a subscription is created!

June 30th, 2025

New

Health

Quickly view and manage your customers based on their real-time health score with the all-new Health Status Breakdown Page in GoCSM.


🆕 What’s Included

  • 🟥 At-Risk, 🟧 Steady, 🟦 Healthy, 🟩 Thriving
    Sub-accounts are now grouped by Health Status so you can take action where it matters most.

  • 🔎 Filter Options

    • View All, SaaS Only, or Regular Only accounts

    • Filter by Premium or Non-Premium customers

  • 📤 Bulk Selection Ready
    Easily select accounts for future actions, bulk updates, or export.


🔜 Coming Soon: Add to Workflow

A new “Add to Workflow” button will allow you to bulk enroll selected accounts directly into your GoCSM Workflows — coming very soon!


💡 Why This Matters

  • 🚨 Act Fast on At-Risk Clients

  • 🧠 Segment Your Book of Business by Engagement

  • 📈 Plan Proactive Outreach by Health Category


Now available under GoCSM > Health > Health Status


Want help turning these segments into actionable campaigns? Join a support session or visit help.gocsm.com.

June 30th, 2025

New

Health

We’ve updated the Health tab in GoCSM with a clean new design and more actionable insights — giving you deeper visibility into customer health at a glance.

🆕 What’s New in the Health Overview

📊 Health Status Breakdown per Company

  1. Now shows detailed metrics for:

  2. Login Activity

  3. Product Adoption

  4. Feedback (NPS)

  5. Overall Health Score (with visual indicators)

🎯 Simplified Controls

  1. The Enable Feedback, Set Premium, and Enable GoCSM Widget toggles are now compact icons — giving the interface a cleaner, more focused look.

  2. Company Status (Regular, Active or Churned) are minimize to dots:

    • Black Dot - Regular

    • Green Dot - Active

    • Red Dot - Churned

  3. SaaS Plans are also minimized into the SaaS icon color coded with colors you set on your SaaS Plans in the Plans Configuration.

🔍 Smart Tools Still Included

  1. Search & Filters

  2. Bulk Actions

  3. Export to CSV

  4. Sorting

🚧 Coming Soon

  1. 👤 Assign CSM – Directly assign a Customer Success Manager to any account

  2. 🧰 Filter by CSM – Easily view accounts based on the assigned team member

💡 Why This Matters

  1. 🧠 Better Visibility – Instantly understand the health of each sub-account with component scores.

  2. Faster Action – Identify at-risk accounts without digging into multiple views.

  3. 📥 Cleaner UX – Focus on insights, not interface clutter.

The new UI is now live under GoCSM > Health

Need help interpreting health scores or building automations from them? Join a support session or visit help.gocsm.com.

June 30th, 2025

New

Dashboard

We’ve added a powerful new view to help you understand churn behavior over time — introducing the Churn Cohorts Dashboard.

🆕 What It Does

Each row in the dashboard represents a monthly cohort of new sign-ups.

You can now track:

  1. 🔁 Churn each month (M0–M12) – See how many customers dropped off each month after signing up

  2. 🔒 Remaining Active – Final column shows how many are still active after a full year

  3. 🎨 Color-coded for clarity

    • 🟩 Green = Low or no churn

    • 🟥 Red = High churn

    • 🟦 Blue = Remaining Customers

👀 Drill-Down Insights

Click on any red churn cell to view the exact list of churned customers, including:

  1. Company Name

  2. Email

  3. Location ID

This helps you identify patterns and investigate churn events down to the account level.

💡 Why This Matters

  1. 📊 Visualize Retention Trends: Spot which cohorts are retaining well — and which aren’t

  2. 🧠 Improve Onboarding or Support: Use month-by-month drop-off patterns to refine your customer journey

  3. 🔎 Act on Specific Churns: Drill into real data and take immediate recovery actions

You’ll find this new feature in your GoCSM > Cohorts tab.

Need help interpreting your churn data or building recovery automations? Join a support session or visit help.gocsm.com.

June 30th, 2025

We’ve launched a powerful new Product Adoption Overview page — giving you a full 360° view of how your customers engage with the platform, which features are being used, and where your opportunities lie.

🆕 What’s Included

🔍 Feature Usage Insights

  1. Real-time Used Features (Coming Soon) – View which features are being actively used right now.

  2. Total Usage Reports (Coming Soon) – Displays implementation totals across all key features.

  3. Feature Usage % Tile – See at-a-glance how much of your platform is being adopted.

🧩 Adoption Charts

  1. Product Adoption by Companies – See how many sub-accounts are actively using each feature (min. 1 hour of usage).

  2. Product Adoption by Users – Visualizes users who’ve spent at least 7 minutes per feature.

🕒 Time Tracking & Trends

  1. Total Product Adoption Time – Breakdown of hours spent per feature.

  2. Time Spent on Features – Track usage over time (toggle Monthly/Weekly).

  3. Engagement Trend (Coming Soon) – Shows how companies are using communication/engagement tools.

  4. Usage Reports (Coming Soon) – Weekly and monthly trends for product creation and publishing.

📦 Custom Adoption Reporting

  1. Custom Services Adoption – Track adoption of your agency’s own services (e.g., Google Ads, SEO).

  2. Custom Menu Link Adoption – View engagement with custom dashboard links.

💡 Why This Matters

  1. 🧠 Spot Feature Drop-offs: Know which tools are underutilized and take action.

  2. 🔁 Boost Onboarding & Training: Target support based on real usage data.

  3. 📈 Power Smarter CSM Decisions: Prioritize efforts with real product adoption metrics.

Explore it now inside the Product Adoption tab of your GoCSM Dashboard.

More real-time widgets are on the way!

June 27th, 2025

New

Dashboard

We’ve just released the all-new Login Activity Overview page — giving you powerful insights into user login patterns, engagement trends, and session behavior across your SaaS accounts.

🆕 What’s New

📈 Login Overview & Trends

  1. Total Logins Today, This Week, and This Month

  2. Track Inactive Users over time

  3. Visualize login counts across weekly and monthly timelines

🧑‍💻 User-Level Insights

  1. Login Logs Feed (Coming Soon) — Real-time list of logins with timestamps and sub-account info

  2. Online Users Now (Coming Soon) — See who’s currently active and how long they've been logged in

  3. User Status Breakdown (Coming Soon) — Pie chart of active vs inactive users

  4. Average Session Duration (Coming Soon) — See how long users stay active per session

🔥 Engagement Patterns

  1. Login Activity Trend — Compare active vs inactive user counts throughout the week/month

  2. Hourly Login Intensity Heat-map (Coming Soon) — See which hours of the day have the highest user activity

📊 Inactivity Monitoring

  1. Total inactive users and daily inactive breakdowns help you identify disengaged accounts fast

💡 Why This Matters

  1. 🚨 Detect Early Churn Signals: Spot inactive users before they drop off

  2. 📅 Optimize User Onboarding: Know when your users are logging in (and when they aren’t)

  3. 🧠 Boost Retention & Support: Prioritize accounts that need re-engagement

This dashboard is now live inside the Login Activity tab in your GoCSM account.

Some sections are marked as Coming Soon — stay tuned for real-time data views and log feeds!

June 6th, 2025

New

Want a quick snapshot of what your customers are building inside their accounts?
You can now view a feature-by-feature usage summary for every sub-account in GoCSM.


🆕 What’s Included

Each sub-account now shows total counts for:

  • 👥 Contacts Created

  • 📆 Calendars Created

  • 🛠️ Pipelines Created

  • 🛒 Products Added

  • ✉️ Email Templates Created

  • ⚙️ Workflows Created

  • 📈 Funnels Created

  • 🌐 Websites Created


📍 Where to Find It

Go to:
Health > Click any sub-account from the list to see their full usage summary.


🔄 Important: Re-Integration May Be Required

To see this data on your accounts, you may need to reintegrate GoCSM from your GHL account.
This ensures all usage metrics sync properly.


💡 Why This Matters

  • 🔍 Quickly assess sub-account engagement

  • 🧠 Identify under-utilized accounts for proactive support

  • 📊 Use data to drive onboarding, upsells, and retention


Now live on your GoCSM Dashboard > Health > Sub-Accounts view.


Need help reintegrating? Join a support session or check help.gocsm.com.

June 5th, 2025

New

Health

GoCSM now automatically calculates and updates the Health Status of each SaaS company based on their real engagement — helping you quickly identify thriving clients and those at risk of churn.

📊 Health Status Levels

Each company is now labeled with one of the following statuses:

  1. Thriving (76–100%) – Very active and fully using key features

  2. 😊 Healthy (51–75%) – Steady usage, with growth potential

  3. 😐 Steady (26–50%) – Moderate activity, needs support

  4. ⚠️ At-Risk (0–25%) – Low engagement, may churn soon

🧮 How It’s Calculated

Each company’s Health Score is calculated using three key engagement metrics — each with its own weight:

1. Login Activity – 30%

Measures how many users are actively logging in.

Example:

If a company has 2 users:

  1. 1 is active (100%)

  2. 1 is inactive (0%)

    Average = 50%

    Login Activity Score = 50% of 30% = 15%

2. Product Adoption – 40%

Calculates how many features are actually being used across accounts.

Example:

  1. 50 accounts × 16 features = 800 total possible uses

  2. 500 features are actively used

    Usage = 500 ÷ 800 = 62.5%

    Product Adoption Score = 62.5% of 40% = 25%

3. Feedback (NPS) – 30%

Uses customer feedback to measure satisfaction. Each rating has a value:

  1. Very Happy = 100%

  2. Happy = 75%

  3. Neutral = 50%

  4. Not Happy = 25%

  5. No Feedback = 0%

Example:

If all 2 users gave “Very Happy” feedback → average = 100%

Feedback Score = 100% of 30% = 30%

🔢 Final Health Score

Add all three parts together:

Login (15%) + Product Adoption (25%) + Feedback (30%) = 70% → Healthy

The Health Status label updates automatically based on this final score.

💡 Why This Matters

  1. 🧠 Track Customer Health with Confidence

  2. ⚙️ Trigger Smart Automations Based on Health

  3. 📌 Know Where to Focus Your Team’s Effort

June 5th, 2025

New

Integrations

Tired of finding out about cancellations after it's too late?

GoCSM now detects and alerts you the moment a customer clicks the Cancel Subscription button — so you can act before churn happens.

What’s New

🚨 Instant Cancellation Alerts

  • Unlike GHL or Stripe (which notify you after cancellation is processed), GoCSM alerts you as soon as the customer initiates cancellation.

  • Know exactly who’s at risk — in real time.

🔔 In-App & Email Notifications

  • Get notified inside GoCSM as soon as a cancellation request is triggered.

  • No more surprises — your team will always know when a save opportunity appears.

✉️ Prebuilt Recovery Workflow

Start re-engagement efforts automatically!

We’ve added a ready-to-use Customer Touch Workflow that sends a recovery email to the customer right after the cancellation click.

Enable it under:
Automations > Customer Touch > At-risk Customers > Cancellation Request | Customer Touch Email Workflow

📊 Dashboard View: At-Risk Group

  • See all cancellations this month in one place.

  • Go to your GoCSM Dashboard > Comprehensive View > Cancellations This Month to view customers who initiated cancellations during the current month.

Why This Matters
  • 🧠 Act Fast Before It's Final – Start recovery before the churn is completed.

  • 🎯 Personalize Outreach – Use Customer Touch emails to win back accounts.

  • 📈 Track & Prevent Churn – Know which accounts are slipping before it impacts your revenue.

This feature is live now and requires no extra setup — just check your notifications or activate the workflow!