CSM Hub Overview

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Overview

The Smart CSM Communication Hub is Fincelo’s internal alerting system for your Customer Success team. When a customer hits a usage threshold or an invoice goes overdue with no response, Fincelo notifies the responsible CSM on whatever tool they use — and escalates automatically if there’s no response.

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What Triggers an Alert

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Usage Threshold Alerts

Fired by the Revenue Anomaly Agent when a customer hits their contracted usage limit:

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Collections Alerts

Fired by the Collections Agent when an invoice is overdue and the customer is not responding to automated dunning:

• Default trigger: invoice overdue for 14 days with no customer response
• Configurable per workspace

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Supported Channels

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Escalation Chain (Default)

All delays and roles are fully customisable per workspace.

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CSM Actions (from any channel)

When a CSM receives an alert, they can respond directly from Google Chat, Slack, Teams, or WhatsApp:

• ✅ Acknowledge — pauses escalation timer
• 📞 Log Call — records call, pauses escalation
• 📅 Schedule Follow-up — creates task
• ↩️ Reassign — transfers to another CSM
• 💤 Snooze 24h — come back tomorrow
• ✅ Mark Resolved — closes alert, stops all escalation

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Thread Continuity

All updates for the same customer and issue stay in one thread — not separate messages. The CSM sees the full history without noise.

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Anti-Spam

Fincelo enforces a cooldown between alerts for the same customer + type + CSM:

• Default: 24 hours
• Configurable per workspace (Settings → CSM Hub → Alert Cooldown)

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Setup

Google Chat Setup → Slack Setup → MS Teams Setup → WhatsApp Setup →