Changelog

What This Update is About

We're excited to announce a new Product Adoption trigger — Feature Time Spent is Less Than X Since Sign-Up.

This trigger fires when a sub-account has spent less time than a configured threshold on one or more selected features, after being on the platform for a set number of days. Where the Feature Assets is Empty trigger catches accounts that never took a first step, this trigger catches accounts that started but stalled — they logged in, explored a little, and then went quiet.

Without this trigger, shallow engagement is invisible. You'd need to manually comb through usage data to spot the accounts stuck at 5 minutes on Workflows or 0 minutes on SMS — and by the time you do, the window to intervene has usually passed. This trigger converts that passive metric into an automated signal, firing at exactly the right moment with exactly the right context.

👉 Learn More About the Feature Time Spent is Less Than X Since Sign-Up Trigger

Key Features

• Minute-Level Time Thresholds — Set any value from 1 to 99,999 minutes as your engagement floor. Whether you want to catch accounts under 10 minutes, under 30 minutes, or under 5 hours, the threshold is fully yours to define — no preset buckets.

• Feature-Level Targeting — Select any combination of the 8 tracked features — Workflows, Calendars, Conversations, SMS, Phone Number, Email Domain, Custom Menu Link, and Products & Payments — so you're monitoring the features that matter most to your product model.

• Single Bundled Payload — When multiple selected features fall below the threshold, one payload fires with everything bundled in. {{feature.low_engagement_features}} lists every under-used feature by name. {{feature.low_engagement_count}} tells you exactly how many — so you can branch on severity without needing multiple workflow fires.

• Built-in Escalation Ladders — The Revisit filter lets you re-fire the trigger after 7, 15, 30, 60, or 90 days if engagement is still low. The revisit payload updates automatically — features that have improved drop off the list, so your second and third touches stay targeted. Set it to Never for a clean single-fire.

• Priority and Plan Filtering — Optional filters for Sub-account Priority (High, Medium, Low) and SaaS Plan let you build tiered intervention workflows — routing high-priority accounts to a CSM call immediately while sending self-service nudges to lower-tier accounts.

• Age-Gated Evaluation — The Days Since Sign-Up filter (3, 7, 14, 30, 60, or 90 days) ensures the trigger only evaluates accounts that have had a fair window to engage. New accounts are never flagged prematurely.

Why It Matters

Accounts that signed up, poked around, and then disengaged are harder to spot than accounts that never showed up at all — and they're just as likely to churn. This trigger gives you a structured, automated way to catch them at the right moment, before the pattern becomes permanent.

Use it to send targeted re-engagement content, flag accounts for CSM follow-up, or build escalation sequences that increase in intensity if the first touchpoint doesn't move the needle.

Need help with the new Trigger?

Reach out or submit a ticket through our Chat Widget — we're here to help!

What This Update is About

We're excited to announce a new Product Adoption trigger — Feature Assets is Empty Since Sign-Up.

This trigger fires when a sub-account has created zero assets in one or more selected features after a configurable number of days since the account was provisioned. It's the earliest churn signal in the GoCSM trigger library, designed to catch accounts that have never taken a first step — no workflows built, no calendars created, no phone numbers added.

Without this trigger, a stalled onboarding is invisible until it's too late. You'd have to catch it manually from the Subaccounts dashboard — and by then, the client may already be gone. This trigger converts that passive metric into an automated intervention, firing at exactly the right moment with exactly the right context.

👉 Learn More About the Feature Assets is Empty Since Sign-Up Trigger

Key Features

• Flexible Time Thresholds Configure the trigger to fire at 3, 7, 14, 30, 60, or 90 days since sign-up — so the intervention window matches your agency's onboarding SLA, not a one-size-fits-all default.

• Feature-Level Targeting Select any combination of the 8 tracked features — Contacts, Workflows, Conversations, SMS, Email, Phone, Calendars, and Payment — so you can monitor the features that matter most to your product model and build messaging tailored to each gap.

• Single Bundled Payload When multiple selected features are empty, one payload fires with all the context bundled in. {{feature.empty_features}} lists every empty feature by name.{{feature.empty_count}} tells you exactly how many — so you can branch on severity without needing multiple workflow fires.

• Built-in Escalation Ladders The Revisit filter lets you re-fire the trigger after 7, 15, 30, 60, or 90 days if the account still hasn't created any assets — turning a one-shot alert into a persistent monitoring loop. Set it to Never for a clean single-fire.

• Priority and Plan Filtering Optional filters for Sub-account Priority (High, Medium, Low) and SaaS Plan let you build tiered intervention workflows — routing high-priority accounts to a CSM immediately while sending self-service nudges to lower-tier accounts.

• Contactless Execution This trigger runs at the account level and does not require a GHL contact record to execute. No Find Contact step needed.

Why It Matters

Accounts that never create a single asset are your highest churn-risk cohort — and right now, most agencies only discover them reactively. This trigger gives you a structured, automated way to intervene at the exact moment an account crosses your defined threshold, before disengagement sets in.

Use it to send early onboarding nudges, flag accounts for CSM follow-up, or build escalation sequences that increase in intensity if the first touchpoint doesn't move the needle.

Need help with the new Health Dashboard?

Reach out or submit a ticket through our Chat Widget — we're here to help!

This week, we've added new filtering capabilities, optimized our interface animations for a snappier experience, and deployed heavy-duty monitoring tools so our team can support you faster than ever.

🚀 What's New & Improved

• Added: Introduced a "Select All" function in the Sub-Account table to streamline bulk actions and save you time.

• Added: Rolled out new "No-SaaS" filters within the Product Adoption and Revenue Intelligence tabs for more granular reporting.

• Improved: Standardized terminology across the app, replacing confusing "Manual" labels with clear "No-SaaS" tags.

• Improved: Optimized interface animations using a session-based approach, eliminating jarring page reloads when switching between tabs.

• Improved: Enhanced overall text readability and layout spacing within the Success tab.

• Improved: Standardized all "Last updated" timestamp labels across the entire application for visual consistency.

Have a feature request or an idea to improve the platform? Let us know on our Ideas Board or drop a comment below!

This week, our primary focus was on establishing absolute data integrity across the platform. We squashed several underlying bugs causing metric mismatches, stabilized our nightly AI insights engine, and smoothed out date filtering and tab navigation for a tighter overall experience.

Here is everything we fixed and improved this week:

❤️ Health Scores & Core Data

• Fixed: Addressed a series of underlying calculation bugs affecting dashboard metrics, ensuring that health scores, revenue categories, and growth totals now reflect 100% accurate data.

• Fixed: Corrected Total Revenue mismatches between the Health Overview, the Sub-Account tab, and Revenue Intelligence.

• Fixed: Corrected an issue causing Calendar Asset counts to mismatch.

• Fixed: Restored reliability to our nightly AI recommendation engine, resolving an issue that caused it to generate confusing text. Users will now wake up to clear, sensible insights every morning.

• Fixed: Smoothed out backend data synchronization processes.

💰 Revenue Intelligence

• Fixed: Fixed a tracking error where accounts were displaying a "No Plan" status despite having an active Core Plan in GHL.

• Fixed: Addressed a filtering bug in Revenue Intelligence to ensure add-ons display the correct details.

• Fixed: Resolved an issue where Non-SaaS accounts incorrectly displayed an "Unknown" plan name within the Revenue tab.

📊 Analytics, Filters & Navigation

• Fixed: Corrected a navigation bug in Login Activity where single-account users were incorrectly seeing all users in the account view.

• Fixed: Addressed a bug in the Login Activity date filter, allowing users to seamlessly switch back to a 30-day view after selecting the 7 or 15-day options.

• Fixed: Resolved an interaction issue with the Custom Date picker, ensuring the calendar opens reliably upon repeated clicks.

• Fixed: Fixed a bug that prevented the Product Adoption date filter from applying correctly.

Have a feature request or spotted a new bug? Let us know on our Ideas Board or submit a ticket through our Chat Widget — we're here to help!

What This Update is About
We are thrilled to announce the launch of the GoCSM Health Dashboard! This powerful new feature gives you a complete, real-time picture of how every sub-account in your agency is performing — so you can stop reacting to churn and start getting ahead of it.
Instead of manually checking multiple data points across accounts, the Health Dashboard brings everything into one unified view and answers four core questions:

1. Product Adoption: Are your clients actually set up and using the platform? (Feature activation & usage)

2. Revenue Intelligence: Is the account financially healthy? (Billing trends, payment reliability, plan changes)

3. Login Activity: Are the right people showing up? (Owner and key user engagement)

4. Customer Sentiment: How do clients feel about your service? (Ratings and feedback from the past 30 days)

👉 Learn More About What is Health

👉 Learn More About Health Overview

👉 Learn More About Sub-Accounts

👉 Learn More About Configuring Account Health

Key Features

• Account Health Score (0–100) Every sub-account receives a single composite score calculated from the four pillars above — giving you an instant read on account performance without digging through raw data.

• Four Health Bands Accounts are automatically grouped into Thriving (80–100), Healthy (60–79), Steady (40–59), and At Risk (0–39) — so you always know where to focus first.

• Health Overview Dashboard A single agency-wide command center showing your overall health score, health band distribution, total MRR, MRR at risk, accounts requiring immediate attention, and a historical health trend graph.

• Sub-Accounts Page A detailed account table showing each sub-account's health score, band, trend direction, lifecycle stage, and MRR — with tabs to filter by all accounts, priority accounts, or At Risk accounts.

• Fully Configurable Health Scoring Make the Health Score reflect your agency's unique definition of success — not a one-size-fits-all formula. From the Configure tab you can adjust pillar weights (all four must total 100%), choose which of the 9 trackable features are required for your clients, set feature priority levels (High, Medium, or Low) to control their impact on Usage scoring, and customize the lifecycle stage boundaries that determine when accounts transition from Onboarding to Growth to Mature.

• Daily Score Updates Health Scores recalculate every night at 3:00 AM. Manual recalculation is also available at any time directly from the account detail view.

• Smart Score Mechanics Scores are designed to be stable and meaningful — movement is capped at ±25 points per month to prevent sudden swings, and accounts with structural issues are capped at a maximum score of 35 until the root cause is addressed.

Why it Matters
Churn rarely happens overnight — it builds quietly through low adoption, missed payments, and disengaged users. The Health Dashboard gives your team an early warning system so you can intervene before issues escalate, focus your energy on the accounts that need it most, and confidently identify which Thriving accounts are ready for upsells, testimonials, or expansion conversations.

Need help with the new Health Dashboard?

Reach out or submit a ticket through our Chat Widget — we're here to help!

What This Update is About

We are thrilled to announce the launch of the Product Adoption Dashboard! This powerful new reporting suite monitors exactly how deeply your SaaS customers are using the features available in their accounts.

Instead of guessing if your customers are finding value, this dashboard answers four core questions:

1. Assets: What have they created or acquired? (Potential value)

2. Active Assets: How many are properly set up? (Ready for use)

3. Engagement: How much actual usage is happening? (Actions & outputs)

4. Time Spent: How much time are they investing? (Focus depth)

👉 Learn More About Product Adoption Overview

👉 Learn More About Product Adoption Sub-Accounts

👉 Learn More About Product Adoption Features

👉 Learn More About Product Adoption Assets

Key Features

• 🗺️ Four Specialized Views The dashboard is broken down into four navigable tabs: Overview, Sub-Accounts, Features, and Assets.

• 🎯 Comprehensive Feature Tracking We track adoption across 9 key product areas, including Workflows, Contacts, Payments, Calendars, Custom Menu Links, Conversations, Phone, SMS, and Email.

• 🔄 Nightly Data Sync Data is refreshed via a background process from GHL APIs daily, ensuring you have accurate, up-to-date metrics.

• 📅 Flexible Global Controls Use the global time range selector to view data across presets like "Last 30 days," "Quarter to Date," or use the custom date range picker for up to a 365-day span.

Why it Matters

Retention starts with adoption. By understanding exactly what your users are building, configuring, and utilizing, you can proactively intervene when an account stalls or confidently upsell when they are heavily engaged.

Need help with the New Product Adoption?

💬 Reach out or submit a ticket through our Chat Widget — we're here to help!

What This Update is About

The Assets tab provides the most granular data available. It allows you to drill down into the individual assets—like a specific workflow, a unique calendar, or a single product—to track its specific performance.

Key Features

• 🗂️ Navigable Asset Categories Switch between 6 specific asset categories: Workflows, Payments (Products), Calendars, Custom Menu Links, Phone Numbers, and Email Domains.

• 📊 Asset-Specific Summary Cards For each asset type you view, you get three dedicated summary cards showing Total Assets, Active Assets, and Engagement, complete with trend indicators.

• 📋 Rich Column Types The reporting table utilizes dynamic rendering, including status badges, formatted currency for payments, star ratings, and "Active/total" account status pills for easy scanning.

• 📈 Built-in Trend Indicators Every single metric includes a percentage trend comparing the current period against the previous period of equal duration, so you always know if usage is climbing or falling.

Why it Matters

This is where you prove ROI. If you build a custom onboarding workflow for your clients, this tab tells you exactly how many accounts are actively using it and how many times it has been executed.

Need help with the New Product Adoption?

💬 Reach out or submit a ticket through our Chat Widget — we're here to help!

What This Update is About

Curious which parts of your platform are the most popular? The Features tab offers a per-feature breakdown across the 9 distinct features we track, showing you exactly what drives usage.

Key Features

• 💡 Top Feature Insight Cards Three summary cards at the top highlight your Top Features by Engagement, Activation Rate, and Time Spent.

• 🔍 Detailed Feature Table See the exact Total Assets, Active Assets, Engagement, and Time Spent broken down by Workflows, Conversations, SMS, Email, Contacts, Calendars, Custom Menu Links, and Phone.

• 🔗 Seamless Cross-Tab Navigation Click on any feature name or the "Most Used" badges to automatically navigate directly into the Assets tab for a deeper dive into that specific feature type.

• 🎛️ Advanced Feature Filters Filter your feature data effortlessly by Account/Location, Plan type, or Signed Up timeframe.

Why it Matters

Understanding feature popularity allows you to tailor your marketing, refine your onboarding processes, and double down on building the tools that your customers actually love and use.

Need help with the New Product Adoption?

💬 Reach out or submit a ticket through our Chat Widget — we're here to help!