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AI Pulse generates a qualitative health assessment for each account, sitting alongside the numeric health score. Where the score gives you a number, AI Pulse gives you a narrative — interpreting engagement patterns, communication trends, and recent interactions to surface insights the numbers alone miss.
The AI Pulse dialog for an account: a score out of 10 and the AI's written assessment of the relationship

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Where to find it

AI Pulse appears on the Overview tab of an account’s sidebar, under CSM Pulse, with its score out of 10, a short assessment and when it was last calculated. Click View / Recalculate (or Calculate, if it has never run), or choose AI Pulse from the account’s ⋮ menu, to open the full assessment. The assessment shows the score on a ring and on a scale of 1 to 10, read in three bands: 1–4 at risk, 5–6 worth watching and 7–10 healthy. Under it, Why this score is the AI’s reasoning. Choose the range it reads from the bar under the title.

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How it works

AI Pulse reviews recent account activity and generates a short, readable summary of what’s happening and what to pay attention to. It looks at the same signals your health score uses — meetings, conversations, requests, engagement patterns — but interprets them qualitatively, giving you context and nuance. What it reads, over the range you choose (three months by default):
  • Conversations: up to 30, email, Help Scout and Slack alike, with the latest six messages of each. Every message says whether your team or the customer wrote it, and one that says neither is left as unknown rather than counted as the customer’s.
  • Meetings: up to 15 that took place in the range. A meeting still to come isn’t counted.
  • Requests: every request still open, whenever it was opened, plus those opened in the range.
  • Where things stand: today’s date, the account’s lifecycle status, and how many days since the customer last wrote and since your team did. Silence and slow replies are measured against these, and heavy support traffic while onboarding reads as normal.
It also reads NPS answers, including the comments, and weighs them heavily. Everything else here is inferred from behavior — how fast you replied, how often you met. An NPS answer is the customer stating their own opinion, so a recent detractor comment moves the pulse in a way that a slow email thread does not.

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AI Pulse vs CSM Pulse

These are complementary, not redundant:

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When to rely on AI Pulse

  • You haven’t checked in on an account recently — get a fast read without digging through the timeline
  • The score looks fine but something feels off — AI Pulse may surface patterns in engagement frequency or email volume that explain the disconnect
  • You’re taking over an account — get a quick narrative without reading every note and meeting recap

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When to set your own CSM Pulse

Set a CSM Pulse when you have context the data can’t capture: a key contact left, an expansion is imminent, or the data looks worse (or better) than the relationship actually is. Your CSM Pulse always takes precedence as the human signal. AI Pulse is there to support and challenge your thinking, not replace it.