Reading the Insights hub

This is the top altitude — patterns that only appear when you look across every account at once. The hub turns them into cards you can act on, refreshed automatically every night.

6 min read

For CS Leaders & PMs

CS Leader PM CSM

Individual accounts have their own timelines and health. The Insights hub sits above all of them: it clusters the evidence from every account and surfaces the themes — the risks repeating across customers, the capability everyone is asking for, the doc that's missing. Each theme becomes a card, and every card carries the evidence behind it.

Cards are deduplicated.

If twelve accounts raise the same problem, you get one card that says “12 accounts,” not twelve copies. The point is the pattern, not the pile.

Three views, one hub

The hub splits into three tabs. Alerts is what needs attention now, scoped to specific accounts. Voice of Customer is company-wide patterns from your conversations. Account Signals is the raw per-account feed when you want to drill in.

Insights Reconstructed — not a live capture

Alerts 8

Voice of Customer 14

Account Signals 126

SG4821 Churn Churn risk rising Northwind Logistics 4 conversations 86%

SG7714 Champion Champion has gone quiet Acme Corp 30+ days silent 70%

SG3390 Quality Support quality slipping Globex 3 conversations 74%

The Alerts tab, shown here. Each row is an account-scoped risk with a confidence read and a click-through to the conversations behind it.

Alerts — what needs you now

Alerts are the account-level risks worth acting on this week: an account trending toward churn, a champion who's gone quiet, a support relationship slipping. They're generated by rule-based detectors that watch health, sentiment, and engagement — so they fire on real movement, not vibes.

Churn risk

Health is sliding, or a customer is voicing intent to leave.

Champion at risk

Your main advocate at an account has gone silent.

Escalation

Repeated, unresolved escalations cluster on one account.

Gone dark

An active account suddenly stops engaging entirely.

Voice of Customer — patterns with receipts

This is where conversations become a counted pattern instead of an anecdote: how many accounts raised a theme, whether sentiment around it is sliding, and the conversations that prove it. “12 accounts asked for X this quarter” — with receipts. Product managers prioritize with it; ops and enablement use the same cards to spot doc and training needs.

Insights · Voice of Customer Reconstructed — not a live capture

Capability gap Customers want bulk CSV export

14 accounts 31 conversations Sentiment: neutral

Confidence

0.82

Doc need SSO setup steps are missing from the docs

9 accounts 18 conversations Sentiment: frustrated

Confidence

0.70

Sentiment shift Pushback on the new billing changes

6 accounts 12 conversations Sentiment: declining

Confidence

0.65

Each pattern card links to its evidence conversations — attach real excerpts straight to a spec, a doc plan, or a training plan.

Confidence & evidence

Every card shows a confidence score and opens into the exact conversations that produced it, with timestamps. Treat confidence as a sort order, not a verdict — a high-confidence churn alert is where to look first, but the evidence is what you act on.

This is the same principle that runs through the whole product: evidence, not insights. A card you can't trace is a card you shouldn't trust.

How fresh it is

The intelligence pipeline runs nightly, so the hub reflects everything through yesterday. Cards expire as the evidence behind them ages out — a churn alert that's no longer supported by recent conversations clears itself, so the hub stays a list of what's true now, not a graveyard of old warnings.

Customers

Timeline & account health →

Concept

How Resonant IQ thinks →