March 26th, 2026
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:
Assets: What have they created or acquired? (Potential value)
Active Assets: How many are properly set up? (Ready for use)
Engagement: How much actual usage is happening? (Actions & outputs)
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!
March 26th, 2026
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!
March 26th, 2026
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!
March 25th, 2026
What This Update is About
The Sub-Accounts tab takes your product data and makes it incredibly actionable for your Customer Success team. It provides per-account metrics complete with filtering, sorting, and bulk actions so you can manage your portfolio effectively.
Key Features
🏆 Instant Account Rankings Two panels at the top immediately show you the Top 5 accounts with the "Highest Engagement" and the bottom 5 accounts with the "Lowest Engagement".
📋 Detailed Metrics Table A customizable table featuring 14 total columns (7 visible by default) that breaks down Plan, Assets, Active Assets, Engagement, and Time Spent for every single sub-account.
⚡ Bulk Actions & CSV Export Select rows via checkboxes to easily trigger automated workflows, request feedback (coming soon), or export all matching records to a CSV file for your own offline reports.
⭐ Priority Toggling Click the star icon next to an account to manually flag it for focused tracking as a "Priority Account".
Why it Matters
Your CSMs need to know exactly who is thriving and who is slipping. By ranking highest and lowest engagement, your team can instantly prioritize outreach, trigger automated check-ins, and save at-risk accounts.
Need help with the New Product Adoption?
💬 Reach out or submit a ticket through our Chat Widget — we're here to help!
March 25th, 2026
What This Update is About
The Overview tab is your home base for product adoption. It provides high-level KPIs, illustrates the adoption journey, and highlights trends across all of your features in one single view.
Key Features
🎓 The Adoption Journey Card An educational, interactive card that explains the 4-stage adoption framework. You can click on different features to see stage examples dynamically change.
📈 Aggregate Asset Health Get a quick pulse on your aggregate numbers, tracking Total Assets, Active Assets, Across Locations, and your overall Activation Rate with color-coded success badges.
⏱️ Engagement & Time Spent Dashboards View your total engagement actions and total time spent across the platform, broken down by top features and clearly marked with percentage trend indicators.
📊 Interactive Adoption Charts A dynamic time-series area chart lets you select specific features and metrics (Assets, Active Assets, Engagement, Time Spent), change granularity from day to month, and even overlay the previous period for comparison.
Why it Matters
This tab gives leadership and strategists an immediate, bird's-eye view of how the product is being utilized overall, making it easy to report on platform health and spot macro trends.
Need help with the New Product Adoption?
💬 Reach out or submit a ticket through our Chat Widget — we're here to help!
March 25th, 2026
What This Update is About
We are excited to introduce GoCSM v3 Triggers! This massive upgrade brings three powerful new workflow triggers native to your builder, making it easier than ever to automate your customer success outreach and protect your revenue.
This update unlocks the following automated triggers:
User Not Logged In Since: Automatically trigger actions when a user becomes inactive.
Payment Failed: Immediately detect and act when a sub-account payment fails.
Upcoming Plan Renewal: Proactively engage customers right before their subscription renews.
The Upgrade: Before vs. Now
We’ve completely overhauled how tracking and automations talk to each other to give you a more flexible, centralized experience across both Login Activity and Revenue Intelligence.
👤 Login Activity Tracking & Visibility
Before: User login was only tracked universally, and data was limited strictly to a basic Pipeline view.
Now: Users are tracked by their specific sub-account logins rather than just overall. Plus, you get a much more advanced data view directly in the new Login Activity and Revenue Intelligence Dashboards!
💳 Universal Payment Gateway Support
Before: You were required to use Stripe for Payment Failed and Upcoming Payment automations; other payment gateways were not supported.
Now: Our triggers support all available payment gateways configured in your SaaS configurator.
⚙️ Simplified Customization & Filtering
Before: You had to jump through multiple workflows just to enable or disable a simple customer touch or internal notification.
Now: Workflows are infinitely more flexible for customization. You can easily apply filters directly in the trigger to segment by "Key User" or "Priority Accounts."
The Technical Details: What’s New, Changed, & Deprecated
To make room for this streamlined architecture, we’ve cleaned house. Here is exactly what has been added, updated, and removed:
✅ What's New (Workflows)
Login Activity | User Inactive Workflow
Revenue Intelligence | Payment Failed Workflow
Revenue Intelligence | Upcoming Payment Workflow
ℹ️ What Changed
Payment Links: For the customer touch email sent when the payment failed trigger fires, we have updated the link used for account owners to update their payment method. It has moved from the old Stripe Link to a universal billing link: /v2/location//settings/company-billing/billing?tab=payments
❌ What's Deprecated (Cleaned Up)
Login Activity Pipeline & Billing + Subscription Pipeline
Deprecated Tags: active, inactive, payment failed
Deprecated Custom Fields: Last Logged In, Last Payment Date, Next Payment Date
Deprecated Old Workflows: Login Activity (System, Internal Notification, Customer Touch), Upcoming Payments (System, Internal Notification, Customer Touch), and Payment Failed (System, Internal Notification, Customer Touch).
Ready to update your automations?
💬 Reach out or submit a ticket through our Chat Widget — we're here to help!
February 19th, 2026
What This Update is About
We are excited to introduce Login Activity, a behavioral analytics feature that tracks how sub-accounts and users engage with your platform.
This update unlocks visibility into the following areas:
Who is logging in: Track both sub-accounts and individual users.
When they are logging in: See timestamps, frequency patterns, and heatmaps.
Engagement Depth: Monitor session duration and time spent in the app.
👉 Learn More About Login Activity Overview
👉 Learn More About Login Activity Sub-Accounts
👉 Learn More About Login Activity Users
Key Features
📊 Frequency Distribution & Heat maps Visualize your entire user base by engagement level from "Heavy" users to those who are "Ghosting." The Hourly Activity Heat map helps you identify core working hours and utilization rates.
🚦 Smart Account Statuses
Automatically categorize accounts based on their last login:Active: Logged in within the last 7 days.
At Risk: No login for 8–30 days.
Dormant: No activity for more than 30 days.
🛡️ Privacy-First Architecture We focus exclusively on behavioral analytics. We do not track IP addresses, device types, or geolocation, reducing privacy concerns and simplifying compliance.
⏱️ Accurate "Active Time" Tracking We use heartbeat tracking that pauses when a user is idle or hides the tab, ensuring you measure actual engagement rather than just open browser windows.
Why it Matters
Identify Churn Risk Early Spot accounts that haven't logged in for weeks ("Dormant" or "Ghosting") so you can reach out before they cancel.
Spot Upsell Opportunities Find "Heavy" users who are deeply engaged but on lower-tier plans, signaling a perfect moment for an upgrade conversation.
Prioritize Support Focus your Customer Success efforts based on actual engagement data rather than just revenue, ensuring power users stay happy.
Check out Login Activity in action for you
👉 [Click here to access the new Login Activity Dashboard]
Something confusing or need some help setting up?
Adjust your views: You can toggle settings to include churned accounts or agency admins in your data views via the Settings panel.
Understanding delays: Data is buffered for high performance, so expect a 30-second to 2-minute delay for new logins to appear.
What's Next?
[Coming VERY Soon] A custom Workflow Trigger for GoCSM v3 called “User not logged in since” giving you ability to build your own bespoke retention workflows that reactivate users who are not logging in after X days.
💡 Have ideas for how we can improve these metrics? For questions, feedback, or feature requests, please contact the Product team or your CSM.
Need help with your Login Activity?
💬 Reach out or submit a ticket through our Chat Widget, we're here to help!
February 18th, 2026
The Users tab provides the most granular view of engagement, tracking exactly who is logging in, how often, and their intensity of usage.
This update helps you answer:
Who are the champions? Identify users with high activity levels.
Who is struggling? Spot users with low activity who might need training.
Are seats being used? Verify if the individual users you sold to are actually logging in.
Key Features
📊 User Engagement Levels
We categorize users based on their frequency of login days to help you understand adoption depth:
Highly Active: 26+ days logged in.
Moderately Active: 15–25 days logged in.
Low Activity: 6–15 days logged in.
Ghosting: 5 days or fewer logged in.
⚡ Add to Workflow (Bulk Action) Select specific users and use the "Add to Workflow" feature to send targeted training emails, satisfaction surveys, or "We miss you" messages based on their activity level.
⏱️ Accurate Time Tracking We track total time spent in the app using "heartbeats," ensuring we capture active usage while excluding idle time or hidden tabs.
Why it Matters
Identify Power Users
Find "Highly Active" users who spend the most time in your app. These are your best candidates for reviews, case studies, and beta testing.Monitor Training Impact
See if users move from "Low Activity" to "Moderately Active" after a training session.Automated Nurturing
Use the workflow feature to automatically nurture users who are "Ghosting" before they give up on the platform entirely.
Need help with your Login Activity?
💬 Reach out or submit a ticket through our Chat Widget — we're here to help!
February 18th, 2026
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
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.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!
February 18th, 2026
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
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.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!
