The assistant now answers a CSM as a CSM

Until now the assistant was the same for everyone who signed in. Whatever your job, you got the same conversation with the same single thing it could look up. That is a reasonable place to start and a poor place to stay: the questions a customer success manager actually has are not the questions anyone else has.

The assistant now recognises who is asking and answers in the register that fits. Sign in as a CSM and the header tells you so — it says which register is answering, so you always know which version of the assistant you are talking to.

What a CSM can ask

Ask what is blocked across your portfolio, and the answer comes from your own live queue of open go-live blockers. For each one it can see the account, the stage it is stuck in, what the blocker is and who has to move, business days stuck, how many times it has already been escalated, its status against the stage’s target, and the revenue at risk. It can also read the portfolio itself — the active-project accounts you are responsible for taking live.

Both are your accounts by default. If a question is genuinely about the whole organisation it can widen to every active-project account — and if your access is limited to your own accounts, it stays on yours and says so rather than quietly answering a narrower question.

Numbers that are genuinely missing are reported as missing. Revenue at risk is absent on an account with no accepted quote yet, and the assistant will say that rather than showing it as zero. If nothing is blocked, it says nothing is blocked.

What it still cannot do

These are read-only. The assistant can find what is stuck and tell you what to chase first; it cannot chase it. Nothing it does moves a status, resolves a blocker, or raises an escalation — you take the action in the platform. It also has no access to anything beyond the reads above, so outside your portfolio and its blockers it will tell you it cannot look something up rather than guess at an answer.

Everyone else

Other roles are unchanged for now: you get the general assistant, exactly as before. Sustentus staff working inside a customer’s organisation get the general assistant too, and the header says so — staff can reach more organisations, but they are not standing in for anyone’s role, and the assistant does not pretend otherwise.