> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fincelo.app/llms.txt
> Use this file to discover all available pages before exploring further.

# CSM Hub Overview

> How Fincelo's Smart CSM Communication Hub alerts your customer success team across Google Chat, Slack, MS Teams, and WhatsApp.

## 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:

| Customer Tier | Alert Threshold | Framing                  |
| ------------- | --------------- | ------------------------ |
| Platinum      | 85%             | 🚀 Expansion Opportunity |
| Good          | 80%             | 🚀 Expansion Opportunity |
| Average       | 75%             | ⚠️ Heads Up              |
| Poor          | 70%             | 🚨 Risk Alert            |
| Critical      | 70%             | 🚨 Risk Alert            |

### 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

| Channel           | Send | Receive (CSM can act from channel) |
| ----------------- | ---- | ---------------------------------- |
| Google Chat       | ✅    | ✅ Bidirectional                    |
| Slack             | ✅    | ✅ Bidirectional                    |
| MS Teams          | ✅    | ✅ Bidirectional                    |
| WhatsApp Business | ✅    | ✅ Bidirectional                    |

***

## Escalation Chain (Default)

| Step | Who                 | Delay                     |
| ---- | ------------------- | ------------------------- |
| 1    | CSM notified        | Immediately               |
| 2    | CSM Manager         | 24 hours (if no response) |
| 3    | VP Customer Success | 48 hours                  |
| 4    | CFO                 | 72 hours                  |

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)

***

## Setup

[Google Chat Setup →](/csm-hub/google-chat)
[Slack Setup →](/csm-hub/slack)
[MS Teams Setup →](/csm-hub/ms-teams)
[WhatsApp Setup →](/csm-hub/whatsapp)