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.What Triggers an Alert
Usage Threshold Alerts
Fired by the Revenue Anomaly Agent when a customer hits their contracted usage limit: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
Supported Channels
Escalation Chain (Default)
All delays and roles are fully customisable per workspace.
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
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.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)