In September, more of your AI agents started working from your company’s own context, and you can pull more ChurnZero data into the integrations and AI tools your team builds. You also get new controls for email open tracking, Command Center filters and HubSpot syncs.
AI agents that work from your Customer Intelligence Profile
Four Agentic Essentials agents now read your Customer Intelligence Profile, so their output follows how your business defines roles, success and customer communication.
Pulse and Echo
When Pulse classifies contacts, it reads the roles and success measures your team described in the profile. Echo uses the same profile to name features the way your company does, and it filters out noise like contract asks and bugs written up as feature requests.
Archetype
When Archetype assigns a contact’s role, it reads your own titles and seniority conventions from the profile. If those fields are empty, Archetype works as it did before.
Pilot’s AI Email play step
Drafts from Pilot’s AI Email play step now follow your company’s CX Best Practices from the profile, alongside each CSM’s own Writing Profile. Your CSMs have nothing to configure.
More ChurnZero data for your integrations and AI tools
Secure Access users on ChurnZero Connect and the REST API
If your team uses Secure Access, your restricted users can now authenticate to ChurnZero Connect (MCP) and the REST API. Each user’s results are scoped to their own book of business, matching what they see in the app.
Survey schedules and account survey scores
Pull survey send schedules, response timing and account-level NPS, CSAT and CES scores through the REST API and ChurnZero Connect. Every new field filters, sorts and has a description in the API reference.
More control across the platform
Email open tracking by contact
A new contact attribute, Email Open Tracking, lets you turn off open tracking for individual contacts. ChurnZero then removes the tracking pixel from every email that contact receives through Plays, Journeys and manual sends. Opted-out contacts still receive your emails, but their opens aren’t recorded.
Update a contact from the Contact Profile, or update many at once through the Update Contact play step, imports, JavaScript or the API. You can segment on the attribute, and click tracking is unchanged. Learn how to manage email open tracking for a contact.
On-the-fly filtering in Command Center
Build filter criteria on the fly in Command Center, in addition to filtering by a saved segment. It’s the same ad hoc filtering you already use in custom dashboards, and clearing the criteria returns you to the saved segment.
HubSpot merged records and user fields
If your HubSpot portal uses Primary ID Preservation for Merged Records, ChurnZero now merges the matching ChurnZero records in the same sync pass, moving events, contacts, plays, journeys and change history to the surviving record. Portals that haven’t opted in see no change.
You can also use custom fields on HubSpot users in the User Account sync to set Can Login and Is Active. Re-authorize your HubSpot connection to start using them.
More enhancements
- Your account always keeps one active default note type. To change it, designate a different type as the default.
- The dock and expand icons on note, meeting and message windows have a new look. Nothing about how the windows work has changed.
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