Service & support
Do not sell to a customer you have just let down.
An existing customer with an obvious need for a second service, and an unresolved critical complaint. Without this connection the platform recommends the outreach confidently. With it, the recommendation is to wait — and that single behaviour is the clearest argument for connecting commercial and service context.
What connects
Your customer service or ticketing system, through its API.
What crosses the boundary
- Into the platform: case status, severity, age and whether it is resolved — not the content of the conversation.
- Out of the platform: nothing.
- Never: the body of support conversations, and nothing from cases marked sensitive.
What this makes possible
- Holds expansion and renewal outreach while an issue is unresolved
- Puts the open case on the commercial record, before somebody calls
- Releases the hold automatically when the case closes
Setting it up
- 1Authorise a read-only connection.
- 2Confirm which severities suppress commercial outreach.
- 3Confirm how long after resolution the hold lifts.
Permissions
Read-only, and limited to case status and severity. We do not request the content of support conversations — knowing that a critical case is open is sufficient to hold outreach, and reading the complaint is not.
Where it stops
The platform can only hold on what is recorded. A complaint made by phone to somebody's mobile and never logged will not stop anything. It also holds outreach rather than judging the relationship: it knows a critical case is open, not whether this particular customer would mind being sold to. A person who knows the situation can override, and the override is recorded.
Make sure every opportunity gets a next action.
Let AI handle the repetitive engagement, keep follow-up moving, and bring your team in when a customer needs a real conversation.
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