Say why before proposing anything: the outreach carries the reason and the evidence under it, clears the suppression rules, and waits for the retention lead who owns the relationship.
A risk is raised, and the reason it was raised travels beside it rather than a score standing alone.
02
An outreach is proposed, never sent, and the evidence a person could argue with sits underneath it.
Reason
03
A signal cannot say why, and nothing is drafted — the account owner is asked what is actually happening.
04
A suppression rule fires, and the account it held back is recorded, because an unlogged hold is a lost signal.
05
An account is in a live escalation, and no check-in written to sound warm goes anywhere near it.
Decide
06
An outreach names a contact who has left, and it stops there rather than reaching a mailbox nobody reads.
07
An account was reached by another team this week, and the second message is held and shown to both.
Out
08
A risk band moves, and what moved it is set beside the movement rather than a fresh number appearing.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
Proposing, evidencing and suppressing belong to the agent. Sending belongs to a named retention lead, who owns the relationship and answers for the message.
Example workflow
One risk signal, raised to released
AgentHuman
1Risk signal receivedProduct telemetry, ticket history, invoice ageing, sponsor changes or a CSM note
2Reason assembledWhat moved, when it moved, who it involved and the account record it was read from
3Outreach proposedThe drafted message, the reason, the evidence and confidence
4Controls appliedSuppression checks, contact checks, recent-contact checks and confidence threshold
No human action required
Stages 1 to 4 run unaided, and nothing reaches a customer at any of them — the agent is proposing, and the retention lane opens at the suppression gate.
5DecisionBranches at the suppression gate
Clear of every rule
Goes to the retention lead to release.
Anything holding
Logs the hold and names the rule.
Retention lead review
The message is held with its reason, its evidence and any suppression that fired.
Release · Rewrite · Hand to account owner
Released — by the named retention lead▼
6Account and outreach records updatedOnly where write access and records policy allow it
7Outcome evaluatedReason quality, suppression accuracy, lead rewrites and what the account said back
Rewrites
Each lead rewrite is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Sending any message to a customer.
Deciding that an account is at risk.
Offering a discount or a commercial concession.
Judging whether a relationship can be recovered.
Automation boundaryAgent acts unaided
✓Draft the outreach and attach the reason to it.
✓Record every suppression and the rule that fired.
✓Carry the evidence a person could argue with under the message.
✓Hold a proposal that cannot say why, and route it to the owner.
Nothing reaches a customer except by a named retention lead, inside the agreed boundaries.
Choosing which accounts get worked this week.
Telling an executive that an account is saved.
Overriding a suppression rule that has fired.
Changes to the signals, bands or suppression rules.
Example output
One proposed outreach, annotated
This serves a success team who may have to explain to a customer why a message arrived at all; below is one proposal exactly as the agent leaves it.
Outreach proposal · single accountIllustrative example
Account
Recorded as
Reason
Evidence of record
Confidence
Held for
Mid-market, renewal in spring
Drafted, reason attached
Suppression checks clear
Rollout owner left, 3 August 2026
Held unsent
The named retention lead
As receivedTaken from the account record and the signals under it, and it asserts nothing the record does not carry.
What the record holdsSponsor-change recordSupport thread historyProduct usage record
Why this reasonThe message names the change, which is the part a lead can actually use.
ActionReleaseRewriteHand to account owner
What the score decidesBelow the configured threshold a proposal gets a senior read before the lead sees it.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every risk signalFrom the account it came from
03Evidence
Where the reason comes from
Churn agents in media, fitness and telecom are consumer subscriptions built around the cancel path; this is a B2B account with no cancel button, a renewal months off, and the outreach lands wrong.
01Approved path
Reaching out is a decision
Move the threshold a band opens at and a different set of accounts is written to this week, with no relationship having changed and nobody having lied.
02Human review
What was checked, and not found
Checked and not found: no statute, regulator or published standard says when a supplier must contact an account at risk, or what a message written to save one has to contain, so this page points at none.
04Build an evidence trail
The outreach, the reason it was raised and the person who sent it stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
A band-level justification figure can read clean while accounts that lost a sponsor carry most of the rewrites. Nestack reports the rewrite rate by risk band, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Accounts after a sponsor change
10.2%
3.7×
Review
Accounts inside a live escalation
7.3%
2.6×
Review
Multi-team accounts
4.5%
1.6×
Watch
Steady renewals, single owner
1.9%
0.7×
Normal
Bar: rewrite-rate lift vs. steady-renewal baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
What a late message costs
A loop closes when the outreach nobody could justify is a standing case. That suite is what the next message sent is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Rewrite rate rises on accounts after a sponsor change.
02Diagnose
The save email that arrived the morning after the customer had already told their own board they were leaving is worked backwards until one cause is left standing.
03Improve
Changes leave numbered, and the messages that forced them are filed underneath.
04Verify
One message case still failing is enough to stop the release.
05Learn
One case joins the suite, one line joins the outreach rules.
Learn → DetectThe return edge. The next message sent is measured against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, signals, outreach drafting, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Suppression-rule and automation-boundary work.
02Signal, ticketing and billing sources.
03Signal-to-outreach and justification-coverage mapping.
04Risk-signal ingestion and reason binding.
05Reason, evidence and contact binding.
06Suppression checks and review routing.
07Retention lead review workflow.
08Outreach-system integration.
09Reason and suppression cases.
10Guardrails and outreach controls.
11Outreach-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne account book, one regionProductionProduction retention workflowAdvancedMultiple books / regions
Introduced at Pilot
Outreach drafting to your signals✓✓✓
Named retention lead release✓✓✓
Risk-population baseline✓✓✓
Introduced at Production
Reporting by risk band—✓✓
Lead review workflow in your systems—✓✓
Approved write-back—✓✓
Customer-signal integration—✓✓
Introduced at Advanced
Multi-rule suppression sets——✓
Cross-team outreach co-ordination——✓
Large account books——✓
Multi-channel outreach controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, risk volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your live accounts and the signals each is watched on→Signal capture and reason assemblyWeek 1
02Real messages you sent, including the late ones→Signal binding, reason logic and the outreach baselineWeek 2
03Your suppression rules and the leads they name→Suppression-rule mapping and the automation boundaryWeek 1
04Access to relevant APIs, feeds or exports→Signal, ticketing and billing source assessment, then integration setupWeek 2
05Messages you would not want read back→Suppression cases and the evaluation runWeek 4
06What no outreach may repair→Suppression checks, review routing, guardrails and release controlsWeek 3
07A named retention lead who sends the message→Release to the named retention lead, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Read the widths as effort spent rather than layout; the fifth week genuinely carries two phases.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Risk-signal discovery, suppression rules and the automation boundaryW2Source integration and the risk-population baselineW3Outreach drafting, reason logic and release controlsW4Evaluation suite, suppression cases and failure-mode testingW5Outreach-system integration, pilot messages and targeted correctionsW6One risk cycle run under the retention lead, then Agent Care handover
Reading the bandEach bar covers the weeks its own work is named in, and nothing else; week five doubles by design.
At the end of W6When the outreach record validates, Agent Care takes the agent on.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Customer Success AI agent
Build a churn-risk outreach agent around the reason your last save message never gave.
One message, sent the morning after the customer had already told their own board. Show us your risk bands and the last outreach each one produced. If nobody can say today why that message went out, a threshold reached out rather than a person, and that comes back as a finding.
