Every CSM sounds like your best rep, on every shift.
Cortex CS agents draft first responses, auto-kick onboarding, surface at-risk accounts weekly, prep QBRs from account history, and catch policy contradictions before your customers do.
“The six-month ramp compresses. Turnover stops being catastrophic. The tribal knowledge that used to walk out the door gets written down as it's being created. The humans who used to spend their energy translating context to new hires get that energy back.”Read the founding thesis →
Jobs your agent handles.
Draft a grounded first response in Slack Connect before the CSM has to context-switch.
A customer in a Slack Connect channel asks: 'Can we add a secondary admin to our account without going through billing?'
@cortex draft a response to Maya's question about secondary admins — check our current policy and their plan tier
Maya's account tier, the specific question framing, the CSM who owns this channel.
The secondary admin policy — defined once, available forever. If the policy changes, the curator overrule flow flags any response that contradicts the updated fact before it's sent.
Kick off a new-customer onboarding sequence automatically when a deal closes in HubSpot.
HubSpot deal stage moves to 'Closed Won'. Cortex fires within minutes.
Workflow trigger: @cortex run onboarding-kickoff for [Acme Corp] — create the shared doc, preload account context, schedule week-1 check-in
Acme Corp's deal details, the CSM assigned, and the onboarding template version used.
Acme Corp's use case, segment, and key stakeholder contacts — stored permanently. Every future session with this account inherits this context without the CSM re-briefing.
Catch at-risk accounts before they file a churn notice — not after.
Scheduled Monday morning recipe. Runs across usage data, support volume, and sentiment signals.
Workflow recipe: @cortex run account health sweep — flag accounts with declining usage, high support volume, or negative Gong sentiment in the past 14 days
This week's scan window and any anomalies the agent flagged.
Running health signal log per account — 'Globex Corp went yellow in weeks 3 and 6 of their contract, both times after a pricing conversation.' Surfaces as context before the next renewal call.
Draft the QBR deck from account history — not from the CSM's memory of the last four calls.
CSM books the QBR call and asks the agent to prep the deck.
@cortex prep the QBR for Initech — usage trends, commitments we made last quarter, open items, and 3 expansion opportunities
The specific quarter reviewed and any expansion angles the CSM flagged for this call.
Commitments made to Initech logged as permanent facts — 'promised priority support SLA in Q3 2025 renewal.' Available in every future session so nothing gets forgotten between CSMs.
Catch a rep giving a customer an answer that contradicts current policy — before the customer holds you to it.
Ongoing. The curator monitors CS agent responses for contradiction with canonical policy facts.
Automatic: curator detects that a draft response offers a 30-day refund — policy is 14 days. Surfaces a confirmation card in Slack before the message is sent.
The specific conversation and the override decision made this session.
Policy override log — if a manager approves an exception, it's logged with reason. If the policy itself needs updating, the overrule approval flow updates the institutional fact.
Auto-write the escalation handoff memo so the next rep doesn't start from scratch.
CSM marks a ticket 'Escalate to Senior CSM' in Linear or Notion.
@cortex write the escalation handoff for [Globex Corp ticket #812] — what was tried, what the customer said, what's still unresolved
The specific ticket, the timeline of attempts, and the tone observations from this session.
The escalation pattern captured: 'Globex Corp escalates over billing configuration, not product bugs.' Feeds into the health sweep signal the next time this account is reviewed.
Working in every job above.
What happened in this session — the Slack thread you referenced, the customer you named, the draft you iterated on. Persists through the conversation and short-term window. Volatile by design: fades unless it matters.
Facts that proved their value — accessed repeatedly, confirmed accurate, promoted by the system. “Drift raised their Pro price to $400/seat.” “Acme Corp runs on Salesforce CPQ.” Written once by accident, available forever to every session.
Give your CS team an unfair advantage in every renewal.
Deploy in 10 minutes. No DevOps required.