People Graph
People Graph maps the people at your customer accounts — their role, engagement history, sentiment from interactions, and relationship strength with your team. It identifies champions, flags when they leave, and tracks engagement shifts before they become problems.
What it tracks
Section titled “What it tracks”For each contact, People Graph shows role and influence (derived from email signatures, LinkedIn, and CRM data), engagement level (meeting frequency, email response rates, support interactions), and sentiment based on call transcripts, emails, and tickets. Sentiment changes over time reveal relationship trends you’d otherwise miss.
Sonora identifies champions automatically based on engagement frequency, positive sentiment, internal advocacy signals (mentions in calls where they defend your product), and influence level. Champion status updates as behavior changes — if a champion stops responding or sentiment drops, their status reflects that.
Departure alerts
Section titled “Departure alerts”When someone leaves a customer account — detected through LinkedIn updates, email bounces, or a sudden stop in engagement — Sonora flags it. Departure alerts trigger CX Cues suggesting you identify new stakeholders before the relationship goes cold.
Viewing the graph
Section titled “Viewing the graph”From a customer 360° view, you see the stakeholder map for one account with champions first, active contacts next, then inactive or departed. The full graph view lets you filter across all customers by role, engagement level, sentiment, champion status, account segment, or recent departures.
Click any contact for their full engagement history: a timeline of every meeting, email, and ticket; response time trends and preferred channels; feature requests and issues they’ve raised; and a relationship strength score trending over time.
Where People Graph fits in
Section titled “Where People Graph fits in”People Graph data flows into the rest of Sonora. Champion status and engagement scores sync back to Salesforce or HubSpot. Alerts fire when champions leave or sentiment shifts. Canvas dashboards can include People Graph blocks like “champions at at-risk accounts.” And you can query it directly through chat — “which customers have no active champions?”
Privacy
Section titled “Privacy”People Graph builds from interaction data your team already has: emails, transcripts, tickets, CRM records. It doesn’t scrape social media or contact anyone without your action. Contact visibility respects your existing CRM permissions.