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Customer Success

Aura operates within conversations initiated by customers — it doesn't send outbound check-ins autonomously yet. However, you can set up your customer success workflows so that when a customer opens a conversation, Aura already has context about their account, health score, and recent activity via your data sync. Your CS team gets flagged for accounts that need attention, and Aura handles the routine inbound inquiries so they can focus on high-value relationships.

By catching signals early and routing them to the right person fast. You configure Aura to escalate conversations that contain churn-risk language — phrases like "cancel," "switching," "not working for us," or negative sentiment patterns — directly to a senior CS rep. The rep gets the full conversation context and account data already in view. The faster a churn signal reaches a human, the better the outcome.

For straightforward renewal questions — pricing, what's included in their plan, how to upgrade — Aura handles these confidently from your knowledge sources. For renewal negotiations, discount discussions, or customers expressing hesitation, you configure those as immediate escalation triggers to your CS or account management team. Aura gathers the context, the human closes the conversation.

Yes — this is one of its strongest use cases in a CS context. A dedicated onboarding agent can guide new customers through setup steps, answer getting-started questions, direct them to the right resources for their use case, and escalate to a dedicated onboarding specialist when something needs a human touch. Customers who get fast, accurate answers during onboarding activate faster and churn less.

You configure both the tone and the escalation threshold. Aura can be set to respond to frustrated customers with a specific empathetic tone, acknowledge the issue without being dismissive, and either offer a concrete solution or escalate immediately depending on the severity. You can make frustration itself an escalation trigger — any conversation with a sentiment below a certain threshold goes straight to a human, no waiting.

Yes. When Aura answers a question, it draws from your knowledge base and can cite or link to the relevant article within its response. For CS teams, this means customers don't just get an answer — they get the resource they can return to later. You can configure whether Aura includes article links, embeds the content inline, or simply answers directly.

Yes. With user data sync enabled, Aura receives attributes like plan tier, contract value, account age, or any custom field you pass. You can configure it to respond differently — Enterprise customers get a direct escalation path and a different tone, free-tier customers get self-service guidance first. The logic is defined by you, applied automatically by Aura.

Aura absorbs the routine inbound volume — billing questions, feature questions, how-to queries — so your CS team's attention is freed up for the strategic conversations that actually move renewals forward. The team capacity that would have gone to answering "how do I export my data?" goes to the customer who's considering downgrading instead.

Not automatically today. Conversation context remains available in Emplorium and can be transferred through available exports or a manual process. Native CRM summary sync and outbound webhooks are on our roadmap.