Customer Touch Workflows
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Stay personal, automatically.
Customer Touch workflows in GoCSM help you keep in touch with your users at the right time — with the right message. From onboarding emails to re-engagement nudges, these are the automations your customers actually see.
These are automated messages sent directly to your customers based on their behavior, usage, or feedback. Think of them as pre-drafted conversations designed to support, engage, or guide your users — without needing to send each one manually.
To make it easier for you to:
Stay on top of customer relationships
Send help and encouragement when needed
Save time while still sounding human
Keep your brand’s tone consistent
Whether it’s a welcome email or a check-in after inactivity, GoCSM helps you send it—automatically.
Important: All Customer Touch workflows are pre-drafted but must be published before they’ll activate. Customize the message before publishing to match your tone or voice.
To access and publish:
Go to the Automations section in your GoCSM dashboard
Click the Customer Touch tab
Open any draft (Onboarding, Product Adoption, Feedback, etc.)
Customize the copy if needed
Click Publish to activate it
Category
Trigger
Message Type
Use Case
Onboarding
New sign-up
Welcome message
Kickstart the relationship right
Happiness Level
NPS Feedback
Tailored follow-up (Happy, Neutral, Unhappy)
Reinforce or recover relationships
Product Adoption
Used/Not Used Features
Engagement nudges
Help users explore more features
Login Activity
Inactive for X days
Re-engagement messages
Bring users back in
Financial
Payment failed
Friendly reminder
Reduce churn risk
Sessions/Meetings
Booked calls or tasks
Email/SMS reminders
Improve show-up rates
Task Management
Support tasks
Confirmation message
Acknowledge request
Affiliate Program
Qualified users
Invitation to join
Recruit ambassadors
Customer Check-ins
Scheduled days (1, 7, 14, 21,28, 40, 60, 90 days)
Progress emails
Keep momentum going
Email/SMS message content
Conditions or filters (tags, usage, etc.)
Who receives which messages
Each workflow is set up for a typical agency lifecycle — but you’re free to adjust it to fit your tone, audience, or sequence.
Anyone who wants to:
Nurture customers without being in the inbox all day
Make onboarding smoother
Automate engagement while keeping it personal
Build better relationships over time
Perfect for: → Agency Owners → CS Teams → Growth Marketers → Founders who want to stay close to their customers