Changelog

The Sub-Accounts tab takes your analysis a level deeper, allowing you to track behavioral analytics for every single account in your portfolio.

This update unlocks visibility into the following areas:

• Account-Level Health: Instantly see which companies are engaging and which are at risk of churning.

• Smart Filtering: Sort by status to prioritize your outreach.

• Automated Actions: Trigger workflows directly from the dashboard to re-engage customers.

Key Features

• 🚦 Smart Account Statuses
  We classify every sub-account based on their recency of login:

  • Active: Logged in within the last 7 days.

  • At Risk: No login for 7–30 days.

• ⚡ Add to Workflow (Bulk Action) Need to take action? Select multiple sub-accounts and click "Add to Workflow" to instantly enroll them in an automated email sequence or task list. This is perfect for re-engaging "At Risk" clients or sending rewards to "Active" ones.
  

  

• 🔍 Granular Filtering Easily sort your list by status to generate a prioritized call list for your CSMs or Sales team.
  

  

Why it Matters

1. Proactive Risk Mitigation
   Don't wait for a cancellation email. If a high-value account slips into "At Risk" status, you can trigger a re-engagement workflow immediately.

2. Prioritize Your Day
   Stop checking in on everyone randomly. Focus your energy on the accounts that actually need help.

Targeted Upsells
Identify "Active" accounts that are ready for the next level of service.

Need help with your Login Activity?

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

The Overview tab is your new command center. It aggregates millions of data points into a simple, visual dashboard that answers one critical question: Are my accounts actually using the product?

Instead of digging through logs, you get instant visibility into the health of your entire portfolio through four distinct sections.

Whats New

1. The Login Activity Health Scorecards

Located at the very top, these cards give you an instant snapshot of your retention risks. We automatically categorize every account based on their last login date:

• Active Accounts: Accounts who have logged in within the last 7 days.

• At Risk Accounts: Accounts who haven't logged in for 7–30 days. These are your immediate intervention opportunities.

• Dormant Accounts: Accounts with no activity for more than 30 days. These are high-churn risks.

2. Login Frequency Distribution

Below the scorecards, the Login Frequency bar chart breaks down your accounts base by intensity of usage. It helps you distinguish between accounts with power users vs casual visitors:

• Highly Active: Accounts engaged on 26+ days of the month.

• Moderately Active: Engaged on 15–25 days.

• Low Activity: Engaged on 6–15 days.

• Ghosting: Engaged on 5 days or fewer.

3. Analytics Trends

The Analytics Trends line chart visualizes momentum over time. You can toggle between "Active Accounts, Active Users, Inactive Accounts or Inactive Users" to see if adoption is trending upward or if you have a sudden drop-off in engagement that requires investigation.

4. Hourly Activity Heatmap

At the bottom of the dashboard is the Hourly Activity Heatmap. This visual grid shows exactly when your users are online during the week. Use this to identify utilization rates and plan your support coverage around your customers' core working hours.

Why it Matters

1. Instant Risk Assessment
   You no longer need to run complex reports to find churn risks. The "At Risk" and "Dormant" counters tell you exactly how many accounts need saving today.

2. Prove Value
   The Frequency and Heatmap charts are perfect for QBRs (Quarterly Business Reviews), showing your clients exactly how their teams are utilizing the software.

Need help with your Login Activity?

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

What This Update Is About

The Revenue Intelligence Dashboard helps you understand how revenue, cost, margin, renewals, and risk work together across your customers.

This update introduces a clearer way to:

• Track revenue trends

• See profitability, not just totals

• Identify growth, decline, and churn risk early

• Take action at the account level

👉 Learn more about Revenue Intelligence Here

👉 Learn more about Revenue Intelligence Sub-accounts

👉 Learn more about Revenue Intelligence Churn Analysis

What’s New

• 📊 Clear revenue and profit visibility
  See your total revenue, cost, and margin across all sub-accounts in one place. Quickly understand what’s growing, what’s slowing down, and where profit is coming from without digging into reports.

• 🧠 Built-in growth and risk signals
  Easily spot growing accounts, plan upgrades, and upcoming renewals, while also catching early warning signs like declining spend, downgrades, failed payments, and low wallet balances.

• 🔍 Account-level revenue insights
  Click into any account to see how revenue and costs break down by product, review wallet activity, payment history, and track plan changes over time.

• 📉 Clear churn insights
  Understand churn trends, see which plans are most affected, and identify patterns that can help reduce cancellations and improve retention.

• 🔄 Turn insights into action
  Filter and tag accounts based on revenue signals, trigger GoHighLevel workflows, request feedback, or export data when deeper review is needed.
  

  

• 🌍 Works with your existing payments setup
  Revenue tracking and retention signals work regardless of your payment provider, so you can monitor performance and act on risk without changing your billing system.
  

Why This Matters

• 💡 See the full picture in one place
  Understand revenue, cost, margin, and churn together without juggling spreadsheets or jumping between tools.

• 🚨 Stay ahead of risk, not behind it
  Built-in signals help you spot issues early so you can step in before revenue is lost or customers disengage.

• ⏱️ Spend time where it matters most
  Automation and bulk actions reduce manual work, allowing your team to focus on high-impact customer conversations.

Check how Revenue Intelligence will work for you:

👉 https://docs.gocsm.com/en/articles/4978502

Need help setting up your Revenue Intelligence?

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

What’s next?

🔥 Workflow Triggers - Use workflow triggers for important events such as customer churned, payment failure, upcoming annual renewal, etc., to build your own customer retention workflows.

The Churn Analysis tab helps you understand who is leaving and why, so you can refine your onboarding and renewal strategies.

What’s New

• 📊 Churn KPIs & trends – See total churned accounts and churn rate for the selected period and compare against the previous period.

  

• 📃 Churned accounts list – Review churned customers with sign‑up date, churn date, active duration, plan and lost revenue. Use filters and selections to target win‑back campaigns or analyze common patterns.

  

• 🕒 Churn timeline – Visualize churn events on a daily, weekly or monthly timeline to identify spikes around renewals or feature changes.

  

• 🎂 Churn by customer age – Cohort chart shows whether customers churn early (0‑1 months) or later in their lifecycle, spotlighting onboarding or long‑term engagement issues.

  

• 🗂️ Churn by plan – Doughnut chart breaks down churned accounts by plan tier, highlighting which subscription tiers have the highest cancellations.

  

  
  

Why This Matters

• 🧠 Reduce churn – Evidence‑based insights help you fix root causes and keep more customers.

• 🧰 Prioritize retention efforts – Know whether to invest in onboarding improvements or long‑term engagement strategies.

• 📈 Recover lost revenue – Identify churned customers with high value and tailor win‑back campaigns to restore revenue.

What’s Coming - Churned Account Behavior

• Adoption Drop — See feature usage drop‑off prior to cancellation.

• Login Activity — Track last login dates (e.g., detect long inactivity leading up to churn).

• Feedback Score — Correlate negative NPS/feedback patterns with churned accounts.

• Spending Habits — Analyze wallet spend decline (SMS/Email) before churn.

Check how Revenue Intelligence will work for you:

👉 https://docs.gocsm.com/en/articles/4978502

Need help with your Revenue Intelligence?

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

The Sub-accounts tab helps you understand how each customer is performing financially so you know who needs attention and why.

Instead of guessing, you can quickly see which accounts are growing, which are at risk, and where to take action.

What’s New

• 📊 Signal cards for growth & risk – At the top of the table, you’ll see counts of growing accounts, plan upgrades, upcoming renewals, non‑SaaS accounts, declining accounts, plan downgrades, failed payments and low wallet balances.

  

• 🔍 Powerful table & filters – Search by name/email and filter by plan, product, billing period, tag or renewal window. Sort columns, group by plan or health status and save your preferred column arrangement for future sessions.

  

  🏷️ Actionable tags – Accounts are automatically tagged (e.g., Declining Spend, Increasing Spend, Payment Failed, Renewal Due, Low Wallet). Filter by tags and follow the priority framework (daily/weekly/monthly) to know which customers need attention first.

  

• ⚡ Bulk actions & exports – Select multiple accounts to trigger GoHighLevel workflows or request feedback. The bulk‑action bar appears at the bottom of the table, and you can export the current view to CSV for offline analysis.

  
  

  
  

• 🔎 Drill into account details – Clicking an account opens a detailed page showing lifetime revenue, costs, margin, wallet balance, product breakdown, payment history and plan changes.

  

Why This Matters

• 🧑‍💼 Prioritize effectively – Tags and filters help Customer Success teams work smarter by focusing on accounts that need attention right now.

• 🔄 Engage at scale – Bulk workflows and feedback requests let you reach many accounts at once while still personalising outreach.

• 🚀 Grow revenue & reduce churn – By pinpointing upsell candidates and at‑risk accounts, you can increase lifetime value and prevent cancellations.

Check how Revenue Intelligence will work for you:

👉 https://docs.gocsm.com/en/articles/4978502

Need help with your Revenue Intelligence?

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

The Overview tab puts all your revenue and cost data in one view so you can instantly understand how your business is performing.

What’s New

• 🧮 Financial Overview – Interactive line chart showing revenue, cost and margin over time with daily/weekly/monthly granularity.

  

• 🧾 Revenue by SaaS Plan – Bar chart ranking each SaaS plan (Your Agency Plans in the SaaS Configurator V1/V2) by accounts and gross profit so you can see which tiers drive your revenue.

  

• 🧩 Revenue by add‑ons & re‑billing – Breakdown of SaaS subscriptions, add‑on subscriptions and usage‑based wallet items (e.g., SMS) with cost vs margin bars.

  

• 🔎 Adjust your view – Filter the entire Overview by plan or date range to compare month‑over‑month performance or zoom into specific segments. Expand categories to see individual add‑on or usage items for deeper insights.

  

Why This Matters

• 🔍 Instant visibility – Leaders can quickly gauge portfolio health without opening a spreadsheet or running a report.

• 🎯 Focus your efforts – Identify which plans and products produce the most profit so you can double down on what’s working.

• 📊 Data‑driven strategy – Track how revenue and cost structure change over time to inform pricing and investment decisions.

Check how Revenue Intelligence will work for you:

👉 https://docs.gocsm.com/en/articles/4978502

Need help with your Revenue Intelligence?

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

We’ve rolled out major improvements to the Feedback Widget, giving you more control, flexibility, and opportunities to turn customer insights into action.

🆕 What’s New

• 🙏 Separate “Thank You” Messages for Positive & Negative Feedback
  Deliver personalized follow-up experiences. Show appreciation to happy customers and guide dissatisfied ones to support.
  

  

• 🌟 Google & Facebook Review Links for Positive Feedbacks
  Automatically invite satisfied users to share public reviews — boost your online presence and credibility effortlessly.
  

  

• 🆘 Support/Help CTA for Negative Feedbacks
  Convert unhappy feedback into retention opportunities with built-in CTAs linking directly to your support resources or help desk.
  

  

• 🎁 Enhanced “Spin the Wheel” Options
  Offer flexible reward setups after positive feedback — give discounts, coupons, credit-based rewards, etc...

  

  
  🔍 Spin the Wheel Results are now visible in the Feedback Overview section, letting you track and review user reward outcomes alongside their feedback.
  

  

• ⏱️ Widget Cooldown – Feedback Submitted
  Control when the feedback widget reappears after a submission — perfect for maintaining engagement without overwhelming users.

• 🚫 Widget Cooldown – Closed
  Set how long the feedback widget stays hidden after a user intentionally closes it, giving them breathing room before showing it again.

💡 Why This Matters

• 🎯 Drive more meaningful engagement from users

• 💬 Personalize the feedback journey for better response rates

• ⚙️ Automate review collection, rewards, and follow-up actions

• 🧠 Reduce survey fatigue with smarter display settings

Explore these new options in your GoCSM Dashboard → Feedback (NPS) → Customize and start customizing today!

Need help enabling the new advanced feedback customization? Book a support session in your Success Center or reach out and submit a ticket through our chat widget:

We’ve made it easier than ever to help customers recover failed payments!

When a subscription payment fails, GoCSM can now automatically send the customer their invoice link, allowing them to update their payment method immediately.

🆕 What’s New

• 🔗 Auto-Send Update Payment Link
  The system now includes a direct invoice link in notifications triggered by a Payment Failed event, making it easier for customers to update their payment details.

• ⚙️ Fully Automated Through Workflows
  Insert the link into your Payment Failed workflow emails or SMS, providing customers with a quick and guided way to resolve payment issues.

• ✉️ Add to Customer Touch Emails
  Use this custom field to include the direct update link in your Payment Failed outreach emails:
  {{ contact.update_payment_link }}

• 👤 View Saved Update Payment Links in User Profiles
  Every generated payment update link is stored per user:
  Users → Select a Payment Failed User → SaaS Details → Update Payment Link
  

  

💡 Why This Matters

• 🚫 Reduce Churn Faster – Empower customers to fix failed payments instantly

• ⚡ Better Customer Experience – No back-and-forth emails needed

• 🧠 Smarter Automation – Add payment-recovery links to all your existing workflows

Need help setting up the Update Payment Link to your emails?

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