People Graph
Every customer relationship is really a network of relationships between specific people. People Graph maps that network: who at the customer talks to whom on your team, what they say, how often, and how the relationship has been trending. Champions surface automatically. So do the people who quietly disengaged six weeks ago.
What it tracks
Section titled “What it tracks”For each contact at a customer account, People Graph maintains:
- Role and influence, derived from email signatures, LinkedIn, and CRM fields
- Engagement, measured from meeting cadence, email response rate, support interactions, and Slack mentions
- Sentiment, computed from call transcripts, email content, and ticket tone
- Relationship strength, a single trended score that combines the above
The trend matters more than the snapshot. Sentiment that drifted from positive to neutral over six weeks is more interesting than a single negative call.
Champions
Section titled “Champions”Champions are contacts Sonora flags as your strongest advocates, based on engagement frequency, sustained positive sentiment, internal advocacy signals (mentions on calls where they defend the product or describe wins), and influence at the account. Champion status updates as behavior changes: if the relationship cools, the flag drops without anyone editing it.
Departure alerts
Section titled “Departure alerts”Departure alerts catch when someone leaves a customer account — picked up via LinkedIn, email bounces, or a sudden stop in engagement. If the person was a champion or a high-engagement contact, a playbook fires and creates an action to identify replacement stakeholders before the relationship goes quiet.
Viewing the graph
Section titled “Viewing the graph”From a customer profile, the stakeholder map shows everyone at that account — champions first, active contacts next, then quiet or departed. Click a contact for their full timeline: every meeting they attended, every email they sent or received, every ticket they raised, plus their sentiment and engagement trend over time.
The full graph view crosses every customer at once. Filter by role, engagement level, sentiment, champion status, segment, or recent departure, then jump to any account or contact directly.
Where People Graph fits
Section titled “Where People Graph fits”Champion status, engagement scores, and departure flags are first-class data everywhere else in Sonora. They’re inputs to health scoring, filters in chat and Canvas, and triggers for playbooks. Champion status and engagement trends sync back to Salesforce and HubSpot so your team sees them on the records they already work in.
Privacy
Section titled “Privacy”People Graph is built from interaction data your team already has — emails, transcripts, tickets, CRM records. It doesn’t scrape social media, doesn’t message contacts, and doesn’t add anyone to your CRM without an explicit action. Visibility respects your existing CRM permissions: if a teammate can’t see a contact in Salesforce, they can’t see them in People Graph either.