What’s the latest on ChurnZero’s platform? Keep reading for a roundup of updates to Engagement AI and our AI agents, as well as some general enhancements.
Engagement AI and AI agents
Know your customers’ full support story.
What to know: Salesforce cases, HubSpot tickets, and Freshdesk tickets will surface in your Timeline and are available as engagement types in Engagement AI, joining Zendesk and Intercom. For teams using AI agents, closed tickets and support conversations are included in the data assessment within Archetype, Beacon, Echo, Harbinger, Herald, Pulse, Spotlight, and Vibes.
Learn more: All things AI Agents
Teach your agents what you already know
What to know: Echo can connect to your Zendesk Guide or Confluence knowledge base. It checks incoming feedback against your existing documentation and won’t create a duplicate record if the feature already exists. Admins control which articles or spaces agents can reference.
Agents that act when it matters, not just when scheduled
What to know: For scheduled AI Agents like Beacon or Pulse, two new toggles give you more control between your scheduled run frequency.
- Toggle 1: Run on Segment Entry processes records as soon as they qualify.
- Toggle 2: Only run on New Records prevents duplicate processing if a record exists and re-enters the segment.
General CZ enhancements
AI signal rejection prompt
What to know: Rejecting an AI signal will prompt you to select a reason why, so we can continue improving the accuracy and relevance of AI signals for your entire team.
AI-built meeting follow-up emails
What to know: Meeting follow-up emails generated by AI reflect your tone and sign-off from your AI Writing Profile, so they feel like you wrote them. It’s free and takes just a few minutes to set up.
Play Builder, now cleaner
What to know: A guided, step-creation wizard, tabbed configuration, and a ghost-step preview show exactly where new steps land before you commit. CC/BCC is available for internal play step emails.
Reporting widget supports direct bulk actions
What to know: Take bulk actions directly within a Reporting widget in Custom Dashboards, Account Insights, and Renewal Hub.
Command Center: filter signals
What to know: Filter signals in your Command Center by Account fields for the first time.
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