Timeline & account health
An account is more than a row in your CRM. Open one and you get every interaction across every tool in a single timeline — so you walk into any call already knowing the story.
For a CSM, the timeline is the workspace. Instead of opening Zendesk, then HubSpot, then your inbox to reconstruct what's been happening, you open the account once. Conversations and account activity are merged into one chronological feed, newest first, with the source of every event visible.
Anatomy of an account
The header gives you the read at a glance: who they are, how healthy they are, and how much they matter to you. Every value shows where it came from.
The unified timeline
Conversations and account activity — what the customer said, what your team did, and what the customer did around the account — interleave into one feed. Each event carries its channel, so you always know whether you're looking at an inbound ticket or an outbound email.
Reading account health
Health is a synthesis, not a vanity metric — it moves because the evidence moved. When an account turns “at risk,” the signals behind it are one click away.
Your workspace layer
On top of what your tools provide, you keep your own working state on each account — tags, notes, a watch-list, a priority tier. These live in Resonant IQ and never write back to your source systems. (More on that in How Resonant IQ thinks.)
Contacts & champions
Resonant IQ detects who your champions and detractors are from the conversations themselves — and you can confirm or overrule it. When you disagree, both views stay on record.
What happens next
When the timeline surfaces something worth acting on, that's usually a signal — and signals roll up across every account into the Insights hub. That's the company-wide altitude, covered in Reading the Insights hub.