1. What is this?

The Conversations tab in GoCSM is where you manage all your customer success communication—so your other chats don’t get mixed with your success conversations. It brings together every message in one place, so your team can easily follow up, stay organized, and never miss an important conversation with your customers.

2. Why we made this

Too often, customer success teams rely on scattered chats—email threads, Slack messages, DMs. That makes it hard to track what’s happening, when someone followed up, or which customers are slipping through the cracks.

By centralizing all Success-related messages in one place, GoCSM helps your team stay focused and act fast.

3. How to use this

Inside the Conversations tab, you can:

✅ View and reply to customer messages ✅ Filter by contact, company, tag, or Smart List ✅ Use Snippets to insert pre-drafted messages ✅ Assign conversations to team members ✅ Track important threads without bouncing between tools

4. When to use this

• During onboarding to ensure consistent communication

• After feedback (NPS) to check in with unhappy or happy users

• To follow up on product usage or success sessions

• When a customer hasn’t logged in recently

• Weekly—when reviewing which accounts need attention

5. Who's this for?

• Customer Success Managers who handle onboarding and growth

• Teams working together on proactive communication

• Agencies who want a clear view of conversations across accounts