Customer Intelligence
Customer Intelligence is Sonora’s chat interface. Ask questions like “which customers requested SSO?” or “show at-risk accounts with declining usage” and get answers that combine data from your CRM, support tickets, call transcripts, and product analytics.
How it works
Section titled “How it works”Type a question or pick a template. Sonora figures out which systems to query, pulls the data, and returns specific answers with context — customer names, meeting dates, ticket IDs, usage metrics. You can click through any of these for full details.
Questions work across your connected data sources. “At-risk customers approaching renewal” might pull health scores, recent Zendesk tickets, Gong call sentiment, and Snowflake usage data all in one answer. Follow up in the same thread to narrow results: start with “show at-risk customers,” then “filter to enterprise accounts” or “which ones have open support tickets?”
Customer 360° view
Section titled “Customer 360° view”Click any customer from your results to see everything in one place: account overview and health score, recent support tickets and meeting summaries with sentiment indicators, product usage and adoption metrics, and a stakeholder map showing key contacts and their engagement level.
This is the same view that pulls data across all your connected tools so you don’t have to switch between them.
Health scores
Section titled “Health scores”Health scores combine your customer signals into a single 1–10 number per account. You choose which signals to track — product usage, meeting activity, support tickets, sentiment, renewal intent, or any combination that fits your business. Each signal scores independently from 1 (critical) to 10 (excellent), and you assign weights from 0–10 to control how much each one matters.
The final score is a weighted average:
Health Score = Signal₁ · Weight₁ + Signal₂ · Weight₂ + …⁄Weight₁ + Weight₂ + …
Say Product Usage scores 8 at weight 10, Touchpoints scores 6 at weight 5, and Sentiment scores 7 at weight 5. That gives (80 + 30 + 35) ÷ 20 = 7.3. Signals with no available data are excluded from both numerator and denominator, so missing data doesn’t drag scores down.
Health thresholds
Section titled “Health thresholds”That 1–10 score maps to a status through configurable thresholds. The defaults are:
| Status | Score range |
|---|---|
| Thriving | 8 – 10 |
| Healthy | 6.5 – 8 |
| Emerging Concerns | 4 – 6.5 |
| At Risk | 0 – 4 |
Drag the threshold sliders to match how your team thinks about account health. If your bar for “Thriving” is a 9, move it — every account re-classifies instantly.
Critical overrides
Section titled “Critical overrides”Some signals matter so much that a bad reading should override the overall score. Toggle Critical Override on a signal and set a threshold. If that signal scores at or below the threshold, the account is marked At Risk regardless of its weighted average. A customer with strong usage and sentiment but an explicit non-renewal signal still surfaces as At Risk, so your team catches it.
What you can ask
Section titled “What you can ask”Anything that spans your connected data. Customer health, feature requests, sentiment from calls, product usage, renewals, competitor mentions, unresolved tickets. Combine filters naturally: “Enterprise accounts mentioning competitors with declining usage.”
Results stay in the chat thread for reference or sharing with teammates.