GoCSM offers two powerful types of automations to simplify how you engage with your customers and manage internal success operations:

1. Internal Notifications

For your team — alerts, tags, and updates. These workflows keep your staff informed when something important happens with your customer.

• Notify your team about new users

• Track inactivity or low product usage

• Alert on payment issues

• Update pipelines automatically

These are active by default and help keep your team in the loop.

📘 Learn more about Internal Notification Workflows →

2. Customer Touch

For your customers — automated emails and messages. These workflows send emails or texts based on a user’s behavior or journey stage.

• Welcome new customers

• Re-engage inactive users

• Respond to NPS or Happiness Feedback

• Guide them through product adoption or billing updates

📝 Note: All Customer Touch workflows come pre-drafted but are inactive until you publish them.

You can fully customize the messages, timing, and triggers before activating.

📘 Learn more about Customer Touch Workflows →

3. Why Automate?

Customer success is about timing. Automations help you:

• Stay proactive with less manual work

• Send the right message to the right person at the right time

• Make sure nothing slips through the cracks

4. How to Get Started

1. Go to the Automations tab in your GoCSM dashboard

2. Use the pre-built workflows

3. Review and customize messages

4. Publish when ready

All workflows are fully editable — tweak the messages, set conditions, or pause workflows anytime.