Quiet requirements sessions now get a nudge, then a CSM
A request can stall halfway through its requirements session — the customer starts, something else takes over their week, and nothing moves. Until now nothing noticed. The request stayed open, and whether anyone followed it up came down to who happened to spot it.
What happens now
- After three business days of silence, the customer gets a reminder that their request is waiting on them, by email and in their notifications. It picks up exactly where they left off.
- After seven, the request’s CSM is told, with a link straight to it — so a person takes over once the automated reminder hasn’t worked.
- The moment the customer comes back — a message in the session, or approving their requirements — the clock resets and the chain stops. Nobody is chased twice for the same silence.
Weekends don’t count against anyone: a customer who goes quiet on Friday is not considered late on Monday.
Closing a request as gone cold
Nothing closes automatically. When a CSM decides a request really has gone cold, the lead’s workspace now offers Close as gone cold — one action that closes it and records the reason, instead of picking from a list. Closed requests keep showing up in funnel reporting under Gone cold, so it stays clear where engagement is breaking down.
Changing the timings
Both thresholds are yours to set. An admin can change them under Settings → Automations, in business days.