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.
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
Copy your unique embed URL
(e.g. https://activity.csmconnector.com/subaccount-activity/{{location.id}}
)
Paste it into your Agency Settings → Custom Menu Links in HighLevel
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! 🎉
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.
🟥 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.
A new “Add to Workflow” button will allow you to bulk enroll selected accounts directly into your GoCSM Workflows — coming very soon!
🚨 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.
Now shows detailed metrics for:
Login Activity
Product Adoption
Feedback (NPS)
Overall Health Score (with visual indicators)
The Enable Feedback, Set Premium, and Enable GoCSM Widget toggles are now compact icons — giving the interface a cleaner, more focused look.
Company Status (Regular, Active or Churned) are minimize to dots:
Black Dot - Regular
Green Dot - Active
Red Dot - Churned
SaaS Plans are also minimized into the SaaS icon color coded with colors you set on your SaaS Plans in the Plans Configuration.
✅ Search & Filters
✅ Bulk Actions
✅ Export to CSV
✅ Sorting
👤 Assign CSM – Directly assign a Customer Success Manager to any account
🧰 Filter by CSM – Easily view accounts based on the assigned team member
🧠 Better Visibility – Instantly understand the health of each sub-account with component scores.
⚡ Faster Action – Identify at-risk accounts without digging into multiple views.
📥 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.
Each row in the dashboard represents a monthly cohort of new sign-ups.
You can now track:
🔁 Churn each month (M0–M12) – See how many customers dropped off each month after signing up
🔒 Remaining Active – Final column shows how many are still active after a full year
🎨 Color-coded for clarity
🟩 Green = Low or no churn
🟥 Red = High churn
🟦 Blue = Remaining Customers
Click on any red churn cell to view the exact list of churned customers, including:
Company Name
Location ID
This helps you identify patterns and investigate churn events down to the account level.
📊 Visualize Retention Trends: Spot which cohorts are retaining well — and which aren’t
🧠 Improve Onboarding or Support: Use month-by-month drop-off patterns to refine your customer journey
🔎 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.
🔍 Feature Usage Insights
Real-time Used Features (Coming Soon) – View which features are being actively used right now.
Total Usage Reports (Coming Soon) – Displays implementation totals across all key features.
Feature Usage % Tile – See at-a-glance how much of your platform is being adopted.
🧩 Adoption Charts
Product Adoption by Companies – See how many sub-accounts are actively using each feature (min. 1 hour of usage).
Product Adoption by Users – Visualizes users who’ve spent at least 7 minutes per feature.
🕒 Time Tracking & Trends
Total Product Adoption Time – Breakdown of hours spent per feature.
Time Spent on Features – Track usage over time (toggle Monthly/Weekly).
Engagement Trend (Coming Soon) – Shows how companies are using communication/engagement tools.
Usage Reports (Coming Soon) – Weekly and monthly trends for product creation and publishing.
📦 Custom Adoption Reporting
Custom Services Adoption – Track adoption of your agency’s own services (e.g., Google Ads, SEO).
Custom Menu Link Adoption – View engagement with custom dashboard links.
🧠 Spot Feature Drop-offs: Know which tools are underutilized and take action.
🔁 Boost Onboarding & Training: Target support based on real usage data.
📈 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.
📈 Login Overview & Trends
Total Logins Today, This Week, and This Month
Track Inactive Users over time
Visualize login counts across weekly and monthly timelines
🧑💻 User-Level Insights
Login Logs Feed (Coming Soon) — Real-time list of logins with timestamps and sub-account info
Online Users Now (Coming Soon) — See who’s currently active and how long they've been logged in
User Status Breakdown (Coming Soon) — Pie chart of active vs inactive users
Average Session Duration (Coming Soon) — See how long users stay active per session
🔥 Engagement Patterns
Login Activity Trend — Compare active vs inactive user counts throughout the week/month
Hourly Login Intensity Heat-map (Coming Soon) — See which hours of the day have the highest user activity
📊 Inactivity Monitoring
Total inactive users and daily inactive breakdowns help you identify disengaged accounts fast
🚨 Detect Early Churn Signals: Spot inactive users before they drop off
📅 Optimize User Onboarding: Know when your users are logging in (and when they aren’t)
🧠 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.
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
Go to:
Health > Click any sub-account from the list to see their full usage summary.
To see this data on your accounts, you may need to reintegrate GoCSM from your GHL account.
This ensures all usage metrics sync properly.
🔍 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.
Each company is now labeled with one of the following statuses:
✅ Thriving (76–100%) – Very active and fully using key features
😊 Healthy (51–75%) – Steady usage, with growth potential
😐 Steady (26–50%) – Moderate activity, needs support
⚠️ At-Risk (0–25%) – Low engagement, may churn soon
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 is active (100%)
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:
50 accounts × 16 features = 800 total possible uses
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:
Very Happy = 100%
Happy = 75%
Neutral = 50%
Not Happy = 25%
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.
🧠 Track Customer Health with Confidence
⚙️ Trigger Smart Automations Based on Health
📌 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.
🚨 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.
🧠 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!