CX Cues

CX Cues surfaces specific things your CS team should do today, ranked by expected impact. Instead of searching for what to work on, you get concrete actions based on patterns in your customer data: feature requests affecting multiple accounts, usage drops, champion departures, renewal risks.

Each cue includes context and a suggested action. When the action involves outreach, Sonora drafts the email using the customer’s history — past requests, support activity, usage patterns — so you can send it or customize it first.

What a cue looks like

“37 customers requested SSO. It shipped yesterday.” The cue includes a draft announcement email. Review, edit if needed, send — or push it to your email sequencer.

“Product usage declined 40% at Acme Corp over the last two weeks.” Context shows which features they stopped using, when the drop started, and three related support tickets about login issues.

“Sarah Johnson, your champion at TechStart Inc., updated her LinkedIn to a new company.” Engagement from other contacts dropped 60%. The cue suggests scheduling a call to identify new stakeholders before the relationship goes cold.

How they work

Sonora monitors your customer data for patterns that signal action: feature requests mentioned across multiple customers, usage declines above your threshold, support ticket spikes, champions changing jobs, renewals approaching with dropping health scores, competitors mentioned in recent conversations. When a pattern emerges, it creates a cue with enough context to act without digging through other tools.

Cues fall into three categories. Outreach opportunities like feature releases matching customer requests or re-engagement campaigns for inactive accounts. Risk signals like usage declines, champion departures, and negative sentiment trends. Growth signals like accounts hitting plan limits or expanding into new departments.

Draft emails

When a cue involves reaching out, Sonora drafts the message using customer context, your team’s communication style from past emails, and specifics like feature names and dates. These are starting points — edit them to match your voice before sending.

Working through cues

Cues appear in order of estimated impact. Review the context, check the draft if there is one, take action (send, escalate, update your CRM), and mark it complete. Dismiss anything that doesn’t apply. Completed cues archive for reference.

You can send emails from Sonora directly, or push actions to Salesforce tasks, Outreach/Salesloft sequences, Slack reminders, or HubSpot records.

Automation (coming soon)

Sonora will support auto-running specific cue types — for example, auto-sending feature release announcements to customers who requested that feature, or auto-creating CRM tasks when usage drops. This will be opt-in per cue type.