Turning it on
Switch on Detect churn reasons in conversations. It is off until you do, because the agent reads every finished conversation once, and each read uses AI tokens. A conversation counts as finished once it has ended, or has been quiet for 30 minutes. The agent reads conversations from the website chat, voice calls and every connected channel, from the last 30 days. A conversation that continues later is read again. Playground conversations and test calls are never read.What it records
For each conversation the agent notes whether the customer said they are leaving, cancelling or closing their account, or asked how to. A complaint on its own does not count. When they did, it picks the category that best fits their reason and keeps a one-line summary in their own words. The reason is saved on the customer’s contact in three attributes, which appear as columns in Contacts:
A newer reason replaces an older one, never the other way round.
The agent needs to know who the customer is to save the reason on a contact.
Channels such as WhatsApp, SMS and email identify the customer by their number
or address, and a contact is created if none exists. On the website, the visitor
must be signed in. A reason from an
anonymous visitor is counted, but belongs to no contact.
If a CRM is connected with write-back on, the
reason and a summary of the conversation are also logged on the customer’s CRM
record.
Categories
The default categories are:- Changed job / stopped receiving salary
- Missing feature
- Didn’t know a feature existed
- Fees / pricing
- Trust / security
- Support experience
- Other
Customers by reason
The page counts the contacts in each category. Choose one to list its customers with what they said and when. Each group shows the filter a campaign uses to target exactly those customers,churn_reason = <category>, and Start a
campaign opens a new Outbound campaign with that group as its
audience.