# Accoil Docs
Source: https://docs.accoil.com/docs
Guides, concepts, and troubleshooting for Accoil — product engagement analytics for B2B SaaS.
Browse the documentation by topic.
Setting up your Accoil account and connecting your product data.
*8 articles*
Integrate Accoil engagement scores with the other tools your team uses.
*10 articles*
Settings and options to manage your Accoil account.
*8 articles*
Account engagement metrics for better insights.
*9 articles*
Lay the foundation for accurately measuring engagement.
*8 articles*
How user actions (events) and grouped behaviours (features) power engagement, activation, and adoption insights.
*5 articles*
Tracking user and account activation in Accoil.
*2 articles*
Quickly see hot, cold, and custom account segments.
*2 articles*
Assemble the metrics your teams need into dashboards.
*5 articles*
Stay on top of product and customer movement with curated activity feeds tailored to your team.
*3 articles*
Trigger and automate actions in other apps with Accoil data.
*5 articles*
Tactical plays to run based on the signals Accoil surfaces.
*48 articles*
How different teams use Accoil.
*19 articles*
Common questions and concerns about the product, service, and organisation.
*9 articles*
Helpful information if you are still deciding.
*1 article*
# Account summaries
Source: https://docs.accoil.com/docs/accounts-and-users/account-summaries
Accoil’s AI-powered summary feature provides concise, actionable overviews of account engagement data.
**AI-Powered Summary Feature in Accoil**
Account summaries distill complex engagement insights into clear, structured narratives tailored to each account. The summaries are accessible directly within the Accoil app and extend seamlessly into integrations with tools like Intercom, Jira Service Management (JSM), and other platforms, adapting to user preferences for maximum utility.
### **Key Features of the AI-Powered Summary Tool** [#key-features-of-the-ai-powered-summary-tool]
**1. Insight-Driven Summaries**
Accoil leverages its proprietary analytics to generate tailored insights based on user behavior, engagement patterns, and account activity. While the AI translates these insights into human-readable summaries, the insights themselves are fully data-driven and pre-validated within Accoil.
**2. Customizable Summary Styles**
The **Preferences** button allows users to select the tone and style of summaries (e.g., formal, casual, concise). These preferences apply not only within the Accoil app but also extend to integrations such as Intercom and JSM, ensuring consistency across platforms.
**Examples of styles by Team**
* **Marketing - Short**: Emphasizes engagement trends and segment-level insights to inform campaign targeting.
* *Example Use Case*: Identifying active users or segments for targeted feature adoption campaigns.
* **Sales - Long**: Provides detailed engagement trends, adoption rates, and key user activities for a full account overview.
* *Example Use Case*: Preparing for quarterly business reviews or creating comprehensive sales strategies.
* **Customer Success - Long**: Offers a holistic account view, including adoption progress, engagement trends, and user-level insights.
* *Example Use Case*: Strategic planning for renewals or upsell discussions during account reviews.
* **Customer Support - Short**: Summarizes recent user activity and engagement highlights to inform quick responses.
* *Example Use Case*: Resolving a user inquiry with context about recent actions or issues.
This flexibility ensures that summaries align with user-specific needs, from high-level overviews for executives to more detailed analyses for account managers.
**3. Transparency with Raw Insights**
Every AI-generated summary links back to the raw data and insights that inform it. Users can explore the foundation of each summary, verifying trends, metrics, and engagement patterns directly within Accoil. This feature ensures that summaries are not only actionable but also transparent and trustworthy.
**4. Two-Pass Generation and Verification Process**
To ensure reliability:
1. **First Pass**: AI generates an initial summary using insights from Accoil’s analytics.
2. **Second Pass**: The summary is verified against the raw insights to confirm accuracy and relevance.
This process ensures summaries are free from errors or misrepresentation, making them a dependable tool for decision-making.
**5. Seamless Integration Across Platforms**
Summaries are available wherever you access Accoil, whether within the app or through integrations like Intercom and JSM. By mirroring preferences set in the app, these summaries adapt to the platform while maintaining a consistent format, ensuring ease of use and clarity.
**6. Data Privacy and Security**
Accoil prioritizes data security by:
* Excluding sensitive identifiers (e.g., account names, usernames) from the AI generation process, replacing them with placeholders.
* Partnering with AI services contractually prohibited from using customer data for training models.
### **How to configure summary preferences** [#how-to-configure-summary-preferences]
1. **Access the Preferences modal**
2. Navigate to an account and click the **Preferences** button in the Account Summary section.
3. Select the desired prompt style (e.g., Formal Prompts, Concise Prompts).
4. **Impact on Integrations**
5. Once set, your summary style preference will apply across integrations like Intercom and JSM.
6. Example: Selecting “Concise Marketing Focussed” ensures quick, actionable summaries in both Accoil and other integrated platforms.
7. **Tailoring for summaries**
8. Select a style that reflects your needs (e.g., formal summaries for sales reports, concise summaries for support tickets).
### **Why Use AI-powered summaries in Accoil?** [#why-use-ai-powered-summaries-in-accoil]
**For Sales Teams**
* Identify key opportunities and risks within accounts.
* Use clear, actionable insights to prepare for account reviews or sales pitches.
**For Customer Success Teams**
* Quickly spot accounts at risk of churn or those with growth potential.
* Address activation gaps by focusing on specific metrics like feature adoption or engagement scores.
**For Product Managers**
* Understand feature adoption trends and segment performance.
* Leverage data to prioritize enhancements based on user behavior.
**For Customer Support Teams**
* Respond efficiently to user inquiries by viewing account summaries directly within support tools like Intercom.
***
### **Frequently Asked Questions (FAQ)** [#frequently-asked-questions-faq]
**Q: How do AI summaries work with integrations?**
A: Summaries generated in Accoil reflect the chosen style and are synchronized across integrations like Intercom and JSM. This ensures a consistent experience regardless of the platform.
**Q: Can I trust the accuracy of AI summaries?**
A: Yes. Summaries undergo a rigorous two-pass generation and verification process. Additionally, users can view the raw insights behind each summary to validate the contents of the summary.
**Q: What happens to sensitive account information during the summarization process?**
A: Identifiable information, such as account names and usernames, is not sent to the AI engine. Placeholders are used, and this data is merged back into the summary only when viewed by an authorized user.
**Q: Can I customize the focus of AI summaries?**
A: Absolutely. Use the Preferences feature to adjust the style of summaries to match your specific needs.
**Q: Are AI summaries the only way to access engagement insights?**
A: No. Summaries provide a high-level overview, but all raw data and insights are fully accessible within Accoil for detailed analysis.
***
### **Summary** [#summary]
Accoil’s AI-powered summaries are designed to empower users by simplifying complex engagement data into clear, actionable narratives. The ability to customize summary styles, coupled with full transparency and robust security measures, ensures that users across functions can confidently rely on Accoil to drive decisions, streamline workflows, and improve user engagement. Whether accessed within the Accoil app or through integrations like Intercom, these summaries bring clarity and consistency to account data, helping teams work smarter and faster.
# Account Tab
Source: https://docs.accoil.com/docs/accounts-and-users/account-tab
Compare accounts on the Accounts tab using engagement score, score change, activation, active users, and adoption rate.
### **Summary** [#summary]
See how to compare account engagement in Accoil using the **Accounts tab** and key metrics.
### **How this helps** [#how-this-helps]
Gives you a simple way to manage accounts by showing engagement levels and which users are most active.
### Overview of the Accounts Tab [#overview-of-the-accounts-tab]
The **Accounts** tab helps you compare engagement levels across different accounts. The top-level metrics provide insights into:
* **Active Accounts** – Accounts with user activity during the engagement period.
* **Average Score** – The average customer health score across accounts.
* **Average % of Users Active** – The proportion of active users across accounts.
You can **filter columns** to customize your view and focus on the metrics that matter most.
***
### Key Metrics in the Account List [#key-metrics-in-the-account-list]
The Accounts tab ranks all your accounts by engagement score, showing:
* **Engagement Score** – The account’s current score.
* **Score Change** – How the score has shifted from the previous scoring period.
* **Activation Score** – A measure of how well the account is adopting key features.
* **Active Users** – Users who have completed a **scored event** during the engagement period.
* **Total Users** – The total number of users who have performed **any event** in the last 90 days.
* **% Active Users** – The number of active users divided by the total users.
* **Adoption Rate** – The percentage of key product interactions completed by users.
* **Raw Score** – The unprocessed engagement score before adjustments.
***
### Actions on the Accounts Page [#actions-on-the-accounts-page]
From the **Accounts** page, you can do more than just view engagement scores. Use the **Actions** menu (top right of the account list) to:
* **Create automation** – set up new automated workflows
* **Manage automations** – review or adjust what’s already running
* **Export all to CSV** – download your results for deeper analysis or reporting
This way you can act on your insights right away — or take the data elsewhere for further number-crunching.
***
### Individual Account Views [#individual-account-views]
Click on an account name to access its **detailed view**, where you can:
* See a breakdown of user activity.
* Analyze feature adoption and engagement trends.
* Identify areas for proactive customer engagement.
***
**[Set up your Accoil Analytics account](/docs/configuration/data-configuration) for account-based engagement.**
To get the best insights, make sure your tracking and scoring reflect your business goals.
### Recommended Reads [#recommended-reads]
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Customise account and user profile layouts
Source: https://docs.accoil.com/docs/accounts-and-users/customise-account-and-user-profile-layouts
Choose the metric cards, summaries, tables, charts, and sections shown on account and user profiles.
Customise a profile layout when you want an account or user profile to focus on the information you use most often. Your custom layout is personal by default, so you can organise it around your own workflow without changing another person's view.
***
### Open the layout editor [#open-the-layout-editor]
1. Open an account or user profile.
2. Open **Options**.
3. Choose **Edit layout**.
***
### Choose what the profile shows [#choose-what-the-profile-shows]
A custom profile layout can include:
* metric cards that are relevant to the account or user
* an account summary or AI-generated summary
* a table of users on an account profile
* activation charts
* headings that divide the profile into useful sections
The cards available depend on whether you are editing an account or user profile and on the data available in the workspace.
***
### Arrange and save the layout [#arrange-and-save-the-layout]
Drag items to change their order. Make an item full width when a chart or table needs more room, then save the layout.
Use **Options** to switch between the default layout and your custom layout.
Custom layouts are personal by default. Contact Accoil Support if your team needs a shared account layout.
# Find accounts and users with Search
Source: https://docs.accoil.com/docs/accounts-and-users/find-accounts-and-users-with-search
Use Search to find an account or user in the current workspace and see matches in other workspaces.
Use **Search** when you want to open an account or user without navigating through a profile list or segment. Search starts in the current workspace and also shows when a matching record exists in another workspace.
***
### Open Search [#open-search]
Select **Search** in the left navigation or use the **Command K** shortcut, then enter an account or user name or identifier.
Search results are grouped by object type. Each result can include useful context from the current workspace, such as active-user information or a score.
***
### Open a result in another workspace [#open-a-result-in-another-workspace]
When the same account or user appears in another workspace, the result shows that workspace under **Other workspaces**. Select the relevant workspace match to open the record there.
This matters because each workspace can use different scoring, activation, and audience configuration. Open the result in the workspace whose context matches the question you are investigating.
***
### If you cannot find a record [#if-you-cannot-find-a-record]
Check the spelling and confirm which workspace you are currently viewing. A record may be excluded from a workspace or may not have received the data needed to appear there.
# Accounts and Users Overview
Source: https://docs.accoil.com/docs/accounts-and-users
Account engagement metrics for better insights.
Accoil’s AI-powered summary feature provides concise, actionable overviews of account engagement data.
Compare accounts on the Accounts tab using engagement score, score change, activation, active users, and adoption rate.
Choose the metric cards, summaries, tables, charts, and sections shown on account and user profiles.
Use Search to find an account or user in the current workspace and see matches in other workspaces.
Exclude entire accounts from workspace metrics in Accoil to clean up your data, remove noise from internal or test organization.
This guide explains how to exclude or delete tracked users—your product’s end users—from a workspace in Accoil.
Learn how traits describe users and accounts in Accoil, and how they power segmentation, targeting, and analytics.
Understand how individuals and organizations are represented in your workspace, and how active users and accounts are determined.
Review an account's product activity, users, activation, traits, and other metrics in one configurable profile.
# Manage Accounts: Excluding from Workspaces
Source: https://docs.accoil.com/docs/accounts-and-users/manage-accounts-excluding-from-workspaces
Exclude entire accounts from workspace metrics in Accoil to clean up your data, remove noise from internal or test organization.
## Summary [#summary]
Excluding an account in Accoil removes all of that account’s data—including its users and events—from engagement and other metrics in the selected workspace. This is useful for eliminating internal orgs, test workspaces, bots, or non-customer accounts from your analytics without deleting the data.
***
## Why Exclude an Account? [#why-exclude-an-account]
* Keeps internal/testing data from skewing engagement scores
* Ensures customer health metrics reflect only active, real accounts
* Helps Sales and Customer Success focus on high-value targets
* Allows you to maintain account history without deleting data
🧠 *Note: Excluding an account is **non-destructive**—you can reverse it at any time.*
***
## What Happens When You Exclude an Account [#what-happens-when-you-exclude-an-account]
* The account and all associated tracked users **no longer affect**:
* Workspace-level engagement scores
* Activation or adoption metrics
* Reporting dashboards
* The account will **not appear** in segments, lists, or filters based on score or engagement
* All data remains in Accoil and can be restored by re-including the account
***
## How to Exclude an Account [#how-to-exclude-an-account]
1. Navigate to the **Account Detail Page**
2. Click the **Options** button in the top right
3. Select **Exclude from Workspace**
That's it—Accoil will immediately stop using this account’s data in engagement scoring and metric calculations for the workspace.
***
## How to Re-Include an Account [#how-to-re-include-an-account]
If you excluded an account and want to reverse the action:
1. Use the **search bar** to find the account by name
2. Open the **Account Detail Page**
3. Click **Options** and select **Include in Workspace**
The account and its user activity will begin contributing to engagement metrics again.
***
## Tip: Use Exclusion Strategically [#tip-use-exclusion-strategically]
Consider excluding:
* Your own internal company account
* QA or development environments
* Accounts created for demo purposes
* Training or onboarding test accounts
***
## FAQs [#faqs]
**Does this delete any data?**
No. All data remains in Accoil—it’s just removed from scoring and analytics.
**Does this affect other workspaces?**
Exclusion is **workspace-specific**. The account may still contribute to metrics in other workspaces unless excluded there as well.
**Can I still see excluded accounts?**
Yes, by searching for them directly by name or ID.
# Managing Tracked Users : Exclude or Delete
Source: https://docs.accoil.com/docs/accounts-and-users/managing-tracked-users-exclude-or-delete
This guide explains how to exclude or delete tracked users—your product’s end users—from a workspace in Accoil.
These actions help you maintain clean and accurate engagement data while supporting data privacy and compliance efforts.
⚠️ These are **not Accoil account users**. They are **your product’s users**, whose behavior is tracked in Accoil to calculate engagement and adoption metrics.
***
## Why This Matters [#why-this-matters]
Managing tracked users ensures your engagement scores and metrics reflect real, relevant product usage.
* **Exclude** users to omit their actions from workspace metrics without deleting them.
* **Delete** users to remove them and their data entirely from the workspace.
***
## How to Remove Tracked Users from a Workspace [#how-to-remove-tracked-users-from-a-workspace]
## Step-by-Step Instructions [#step-by-step-instructions]
1. Go to the **User Detail Page** for the tracked user you want to manage.
2. Click the **Options** button in the top right.
3. Select one of the following:
***
### Option 1: Exclude from Workspace [#option-1-exclude-from-workspace]
Exclude a tracked user to keep their data in Accoil, but **stop including their activity** in workspace-level engagement metrics.
* Their actions will no longer impact:
* Engagement Scores
* Adoption or Activation metrics
* Feature usage calculations
* The user will be **hidden from the workspace's standard user lists**, but still searchable.
**Ideal for:**
* Internal or QA users
* Bots or automated test accounts
* Customer support or demo users
***
### Option 2: Delete User [#option-2-delete-user]
Delete a tracked user to **permanently remove them and all their activity** from the workspace.
* All associated events and usage data are deleted.
* Engagement and adoption scores are fully recalculated.
* Tracking of the user is stopped immediately.
* A full deletion is typically processed within 24 hours.
**Ideal for:**
* GDPR or data deletion requests
* Test or duplicate accounts cleanup
* Irrelevant or churned users
⚠️ **Warning:** Deleting a user only removes the data Accoil has already received.
If this user's details are sent again (e.g., via Segment, SDK, or API), the user will reappear in Accoil as a new tracked user.
***
## How to Re-Include an Excluded User [#how-to-re-include-an-excluded-user]
If you excluded a user from a workspace and want to reverse that:
1. Use the **search bar** to find the tracked user by name or email (they won’t appear in standard lists).
2. Go to their **User Detail Page**.
3. Click **Options** and select **Include in Workspace**.
Their activity will once again contribute to engagement and adoption metrics within the workspace.
***
## Action Comparison [#action-comparison]
| Action | Keeps user in Accoil | Affects workspace metrics | Recalculates scores | Can be Reversed | Common Use Case |
| ---------------------- | -------------------- | ------------------------- | ------------------- | --------------- | -------------------------------- |
| Exclude from Workspace | ✅ | ❌ | ✅ | ✅ | Filter out internal / test users |
| Delete User | ❌ | ❌ | ✅ | ❌ | Remove for compliance or cleanup |
***
## Note on Tracked Users [#note-on-tracked-users]
These are **end users of your product**, not members of your Accoil team. Accoil tracks their behavior to generate insights—so managing them thoughtfully ensures your metrics remain meaningful and your data stays compliant.
# Understanding Traits
Source: https://docs.accoil.com/docs/accounts-and-users/understanding-traits
Learn how traits describe users and accounts in Accoil, and how they power segmentation, targeting, and analytics.
## Summary [#summary]
Traits in Accoil are **custom attributes passed from your own systems**—not metrics generated by Accoil. They describe key details about users and accounts and are critical for segmentation, personalization, and reporting. The more relevant traits you send, the more powerful your insights become.
## How this helps [#how-this-helps]
* Enables powerful segmentation and filtering.
* Supports personalized scoring and activation models.
* Keeps data current and actionable.
***
In Accoil, **traits are data points passed from your product or systems** that describe users and accounts. Think of them as custom attributes—like company size, role, plan type, or signup date—that help you organize, segment, and understand your customers.
Accoil doesn’t generate traits—**you define and send them** from your app, backend, or data pipeline.
***
## User Traits vs. Account Traits [#user-traits-vs-account-traits]
Accoil supports two types of traits, depending on whether you're describing an individual person or an organization:
### User Traits [#user-traits]
Traits that describe **individual users**—who they are, what plan they’re on, or what actions they’ve taken.
Examples:
* `email`
* `role` (e.g., Admin, Member)
* `firstSeen`
* `team_name`
* `plan_type`
### Account Traits [#account-traits]
Traits that describe the **organization or account** a user belongs to.
Examples:
* `name` (Account display name)
* `createdAt` (Account signup date)
* `company_size`
* `industry`
* `billing_status`
* `video_count` (or other product-level totals)
Traits must be passed into Accoil via your backend or data pipeline. If you don’t see the traits you expect, [refer your developer to developer.accoil.com](https://developer.accoil.com/).
💡 **What are Snapshot Metrics?**
Snapshot metrics are **point-in-time values** that describe the current state of a user or account—such as total videos created, current plan, or number of integrations.
In Accoil, **snapshot metrics are passed as traits** from your backend or data warehouse. They’re ideal for segmentation and targeting because they’re **reliable, current, and not dependent on event tracking completeness**.
🔗 [Learn more about Snapshot Metrics vs Event Analytics →](/docs/use-cases/analytics/snapshot-metrics-vs-event-analytics)
***
## What Traits Are Used For [#what-traits-are-used-for]
Traits are used throughout Accoil to help you filter, group, and take action on specific subsets of users or accounts. You’ll use traits to:
| **Where** | **How Traits Are Used** |
| --------------------- | ------------------------------------------------------------------------------------- |
| **Segments** | Create user/account segments using specific traits like `plan_type` or `industry` |
| **Activation Models** | Define milestones using trait-based criteria (e.g. has `team_size` > 5) |
| **Workspaces** | Incorporate traits to adjust scoring logic |
| **Filters** | Limit users or accounts based on role, region, account size, or other characteristics |
# Understanding Users and Accounts
Source: https://docs.accoil.com/docs/accounts-and-users/understanding-users-and-accounts
Understand how individuals and organizations are represented in your workspace, and how active users and accounts are determined.
In Accoil, **Users** and **Accounts** are the foundational objects that allow you to understand how people interact with your product. This structure powers segmentation, scoring, and insights across your workspace.
***
## What Is a User? [#what-is-a-user]
A **User** in Accoil represents an **end user of your product** — someone who signs in, takes actions, and interacts with your app in a meaningful way.
* These are not your teammates or internal staff using Accoil
* Instead, Users are your customers — the people whose behaviors you're analyzing to understand engagement, onboarding, and retention
Accoil recognizes a User based on:
* A unique identifier (e.g. user ID or email)
* Event activity (actions taken inside your product)
***
### Active Users [#active-users]
A user is considered **active in a workspace** when they trigger at least one **scored event** during the relevant period. A scored event is included directly in that workspace's score or belongs to a feature selected for scoring.
Active status is workspace-specific. An event that is received by Accoil but is not included in a workspace's score does not make the user active in that workspace. The same user can therefore be active in one workspace and inactive in another.
***
## What Is an Account? [#what-is-an-account]
An **Account** in Accoil typically represents a **company, team, or organization** that users belong to. In a B2B product, multiple users often share a single account.
Accounts are used to:
* Group user activity together
* Analyze behavior and engagement at the organization level
* Measure things like account health, adoption, and activation
***
### Active Accounts [#active-accounts]
An account is considered **active in a workspace** when at least one associated user triggers a scored event during the relevant period.
This allows you to understand:
* Which accounts are currently engaged with your product
* Where activity is dropping off
* How usage trends vary across companies, not just individuals
***
## Summary [#summary]
| **Concept** | **What It Represents** | **Considered Active When...** |
| ----------- | -------------------------------------- | ------------------------------------------------------------------------------------ |
| **User** | An individual end user of your product | They trigger at least one **scored event** during the workspace period |
| **Account** | A company or team of users | At least one associated user triggers a **scored event** during the workspace period |
Understanding how users and accounts are defined and tracked in Accoil helps you build more accurate workspaces, identify adoption trends, and act on meaningful activity data.
# Use an account profile
Source: https://docs.accoil.com/docs/accounts-and-users/use-an-account-profile
Review an account's product activity, users, activation, traits, and other metrics in one configurable profile.
An account profile brings the information about one customer account into a single view. Use it to review product activity, the people in the account, activation progress, traits, and the metrics that matter to your work.
***
### Open an account profile [#open-an-account-profile]
Select an account from an account list, segment, dashboard metric card, or search result. The profile opens in the current workspace, so the metrics reflect that workspace's configuration and context.
If the same account belongs to another workspace, use **Search** to see the other workspace matches and open the record in the context you need.
***
### Read the information on a profile [#read-the-information-on-a-profile]
The exact layout depends on whether you are using the default layout or a layout you have customised. An account profile can include:
* metric cards for account activity, engagement, adoption, or other measures
* an account summary or AI-generated summary
* a table of users who belong to the account
* activation charts
* headings that organise the profile into sections
Check the time period and workspace context before comparing profile values with a dashboard or another account.
***
### Customise the layout [#customise-the-layout]
Open **Options** and choose **Edit layout**.
In the layout editor, add the cards and sections you need, drag items to change their order, and make an item full width when it needs more space. Save the layout when it is ready.
Layouts are personal by default. Use the **Options** menu to switch between the default and custom layout. Contact Accoil Support if your team needs a shared layout for an account.
The same layout workflow is available for user profiles.
# Hubspot Automations
Source: https://docs.accoil.com/docs/automations/hubspot-automations
Build an automation that creates a HubSpot task when an Accoil trigger fires, and see how tasks are assigned and when they fall due.
### Summary [#summary]
Explains how to create tasks in HubSpot based on Accoil Analytics engagement triggers, automatically assigning tasks to the relevant team members.
### How this helps [#how-this-helps]
Automates task creation based on user or account engagement, ensuring timely follow-up and personalized engagement.
With Accoil Analytics's Hubspot Automations, you can automatically create tasks for your team based on any [engagement triggers](/docs/automations/triggers-for-automations) created in Accoil Analytics.
## Creating a Hubspot Automation - Tasks [#creating-a-hubspot-automation---tasks]
Creating tasks in Hubspot when specific Accoil Analytics triggers are hit is a great way to keep your team focused on the most important users and accounts. To create a Hubspot Workflow, you simply need to:
**1: Add a new Automation via workspace "Settings"**
From the left-hand navigation, click "**Automation"** under **Product Settings**
**2: Name your automation and assign the relevant workspace**
**3:** **[Set a Trigger](/docs/automations/triggers-for-automations) and configure your trigger**
**4. Select Hubspot**
**5. Select "Create task"**
**Step** **6. Enter the Task Title and add any Notes you want to add to the task**
**Step 7. Confirm task looks like you want it to and then click `Set Live`**
## To whom will tasks be assigned? [#to-whom-will-tasks-be-assigned]
Accoil Analytics will automatically assign tasks to the Hubspot user or account owner assigned to the user or account triggered by the Workflow. This will happen automatically.
If a user/account does not have a Hubspot owner, then it will go into Hubspot as an *unassigned* task.
## When will the tasks be due? [#when-will-the-tasks-be-due]
Accoil Analytics sets a dynamic due date for any task created for 1 day after the Automation is triggered. This means, if you, for example, have a set-up to create a follow-up task for any account that reaches 50% activation, that task will have a due date for 1 day after it reaches 50% activation.
# Automations Overview
Source: https://docs.accoil.com/docs/automations
Trigger and automate actions in other apps with Accoil data.
Build an automation that creates a HubSpot task when an Accoil trigger fires, and see how tasks are assigned and when they fall due.
Send trigger data from Accoil to any webhook URL, choose the traits included in the payload, test the request, and set the automation live.
Create an automation that posts alerts to Slack, then choose its trigger, channel, filters, delivery frequency, and preview fields.
Choose between the five automation triggers - score changes, new users, activation changes, segment entry, and custom - and refine them with filters.
Empower teams to automate tasks, receive alerts, and integrate Accoil data seamlessly into other platforms.
# Setting up a Webhook automations
Source: https://docs.accoil.com/docs/automations/setting-up-a-webhook-automations
Send trigger data from Accoil to any webhook URL, choose the traits included in the payload, test the request, and set the automation live.
### **Summary** [#summary]
Learn how to set up a webhook automations in Accoil to send trigger-based data to any webhook URL, ideal for platforms like Zapier.
### **How this helps** [#how-this-helps]
Automates custom actions in external platforms, extending the value of Accoil data beyond the platform.
### **Why use Webhook automations?** [#why-use-webhook-automations]
Webhook automation allow you to send data from an Accoil trigger to any webhook URL. This is perfect for triggering automated actions in platforms like **Zapier** or custom-built workflows.
### **How to create a Webhook automation** [#how-to-create-a-webhook-automation]
**1: Add a new Automation via workspace "Settings"**
From the left-hand navigation, click "**Automation"** under **Product Settings**
**2. Set a [Trigger](/docs/automations/triggers-for-automations)**
* Define the conditions that will trigger the webhook automation
**3. Select Webhook**
* Choose **Webhook** as your action type.
**4. Add a Webhook URL**
* Enter the **URL endpoint** where the data will be sent.
* Once the trigger conditions are met, Accoil will push data to this URL.
**5a. Select Traits you want to send:**
* Click **Edit fields** to choose which data traits to include in the webhook payload.
* The payload is the data package sent when the webhook is triggered.
**5b. Send a test**
* Before setting your webhook live, send a **test request** to verify the setup.
* Click **Send a test** to push sample data to your endpoint.
**6. Set to Live**
Once everything looks good, set your **workflow to live**, and the webhook will start triggering immediately.
Webhooks make it easy to automate workflows and integrate Accoil with external tools seamlessly!
# Setting up Accoil Slack alerts
Source: https://docs.accoil.com/docs/automations/setting-up-accoil-slack-alerts
Create an automation that posts alerts to Slack, then choose its trigger, channel, filters, delivery frequency, and preview fields.
## Summary [#summary]
Learn how to set up Accoil alerts for key user and account activities with customizable options.
## How this helps [#how-this-helps]
Keeps teams informed of important engagement changes, ensuring timely and relevant actions.
## Why use Accoil alerts? [#why-use-accoil-alerts]
Accoil alerts make it easy to keep your team updated on key activities within your product. You can choose from pre-defined alerts or create custom ones tailored to your needs.
## How to create an alert [#how-to-create-an-alert]
1. Create a new Automation via "Workspace Settings". From the left-hand navigation, click "**Automation"** under **Product Settings**
2. **Add Automation**
3. Name your alert and select the workspace.
4. Configure the four main elements:
* **Trigger type** – Defines what activates the alert.
* **Channel** – Where the alert is sent.
* **Automation** – What the alert does.
* **Frequency** – How often the alert is sent.
## Alert Triggers [#alert-triggers]
There are currently 5 types of triggers you can use for your Alerts:
* **Score changes** – Get alerts when a user or account’s score changes. Useful for tracking risks or growth opportunities.
* **New users** – Be notified when a new user joins or an account is created.
* **Activation changes** – Get alerts when a user/account surpasses a certain activation level. Ideal for tracking trial conversions.
* **Entering a segment** – Receive alerts when users/accounts enter specific segments (default or custom).
* **Custom alert** – Define custom conditions for unique alerts.
## Alert Filters [#alert-filters]
Customize notifications by selecting specific users/accounts, score ranges, and time-based changes.
## Alert Channels [#alert-channels]
Select "Slack" and nominate the specific Slack channel to which you want Alerts delivered.
## Alert Frequency [#alert-frequency]
Choose how often alerts are delivered:
* **Real-time** – Alerts trigger immediately when conditions are met.
* **Daily summary** – Alerts are delivered at eg. **9 AM** daily.
## Custom Preview Fields [#custom-preview-fields]
Customize which fields appear in your Slack alerts for better visibility.
## Set up alerts today and keep your team ahead of engagement trends! [#set-up-alerts-today-and-keep-your-team-ahead-of-engagement-trends]
# Triggers for Automations
Source: https://docs.accoil.com/docs/automations/triggers-for-automations
Choose between the five automation triggers - score changes, new users, activation changes, segment entry, and custom - and refine them with filters.
## Summary [#summary]
Learn about the various triggers available in Accoil automations, including score changes, new user alerts, and how to add specific filters to refine workflows.
## How this helps [#how-this-helps]
Provides flexibility in creating targeted workflows based on engagement data, improving operational responsiveness and efficiency.
## How Accoil's Automation triggers work [#how-accoils-automation-triggers-work]
All Accoil Automations (including Slack Alerts) operate using predefined **triggers**. A trigger is the condition that starts a workflow.
## How to create an automation trigger [#how-to-create-an-automation-trigger]
**1: Add a new Automation via workspace "Settings"**
From the left-hand navigation, click "**Automation"** under **Product Settings**
**2: Name your rule and select a workspace**
* Give your rule a clear name.
* Choose the **workspace** that will apply to the automation.
**3: Configure your trigger**
Choose from five available trigger types:
* **Score Changes** – Trigger alerts when a user or account's Accoil score changes by a defined amount. Useful for tracking **risks or upsell opportunities**.
* **New Users** – Get notified when a **new account is created** or when a **new user joins an existing account**.
* **Activation Changes** – Trigger alerts when a user or account's **activation rate increases beyond a set threshold**. Ideal for **helping sales teams engage active trial users**.
* **Entering a Segment** – Get notified when a user or account enters a **default or custom segment** within your Accoil account.
* **Custom Alerts** – Define specific conditions to trigger an alert based on user/account actions or attributes.
**Adding a filter to a Trigger**
You can make any trigger even more specific by adding a filter.
For example, if you only want to trigger a specific Workflow for accounts above a specific MRR; or from accounts that signed up in the last 30 days; or any other criteria, you can do that by adding a condition to the trigger:
# Understanding Automation
Source: https://docs.accoil.com/docs/automations/understanding-automation
Empower teams to automate tasks, receive alerts, and integrate Accoil data seamlessly into other platforms.
**What are Accoil Automations?**
Accoil Automations help you turn **customer health insights** into **actionable workflows** in your favorite tools. Each automation rule consists of:
* A **[specific trigger](/docs/automations/triggers-for-automations)** (specific conditions that activate the automation).
* A **destination** (where the data is sent).
* An **action** (what happens when the trigger is met).
***
### Types of Workflows [#types-of-workflows]
With **Accoil Workflows**, you can:
* **Send real-time or daily alerts to [Slack](/docs/connections/slack-connections)**– Keep your team informed of important customer health changes.
* **Create tasks in [Hubspot](/docs/connections/hubspot-connections)**– Automatically generate follow-up actions based on user behavior.
* **Set up Webhook destinations** – Trigger actions in applications like **Zapier** to integrate with other tools.
* **Add tags to users and accounts in Intercom** – Define health scores and segments, sync them with Intercom, and send personalized messages based on customer behavior.
By automating these processes, you can **proactively engage customers, reduce churn, and improve retention** without manual intervention.
# Activation Overview
Source: https://docs.accoil.com/docs/activation
Tracking user and account activation in Accoil.
Configure the user and account criteria that Accoil uses to measure activation.
Learn how Accoil defines activation, why it matters, and how it shapes product success from the very first interaction.
# Set up activation
Source: https://docs.accoil.com/docs/activation/set-up-activation
Configure the user and account criteria that Accoil uses to measure activation.
## Set up activation [#set-up-activation]
Activation measures progress toward a user or account's first meaningful experience of value in your product. Configure it separately for users and accounts in each workspace.
### Open activation settings [#open-activation-settings]
In the workspace you want to configure, go to **Settings** and choose **Workspace settings**. Select either:
* **Account Activation** for account-level progress
* **User Activation** for individual user progress
### Define the criteria [#define-the-criteria]
Add the conditions that represent meaningful progress in your product. These can include product events, traits, or both.
For example, an activation definition might include connecting data, creating a form, using an important feature, or reaching a frequency of activity. The right criteria depend on the early actions that demonstrate value in your product.
When the criteria are saved, Accoil calculates activation progress as the percentage of conditions met. If four conditions are configured and a user meets three, that user's activation rate is 75%.
### Analyse activation [#analyse-activation]
Use the **Activation** suggested dashboard to explore activation-related metrics. Use the account or user context to match the audience you want to understand.
Activation configuration is separate from dashboard analysis: return to **Account Activation** or **User Activation** in Workspace settings when you want to change the criteria.
# Understanding Activation
Source: https://docs.accoil.com/docs/activation/understanding-activation
Learn how Accoil defines activation, why it matters, and how it shapes product success from the very first interaction.
## What Is Activation? [#what-is-activation]
**Activation** measures how far along a user or account is in their journey toward that *"aha!"* moment — when they first realize the value your product can deliver.
It’s not about full mastery or frequent usage. Instead, activation focuses on **early signals of value** — the steps that indicate someone is set up, engaged, and ready to benefit.
In Accoil, activation is:
* A **static measurement** (it shows progress, not ongoing engagement)
* Calculated as a **percentage of key steps completed**
* Tracked separately for **users** and **accounts**
***
## Key Aspects of Activation [#key-aspects-of-activation]
### Non-Linear Journeys [#non-linear-journeys]
Users and accounts don’t move through onboarding in a straight line. They:
* Take different paths
* Complete actions in varying orders
* Discover value at their own pace
Accoil respects this flexibility by treating activation as **non-sequential** — the order doesn’t matter, just the completion.
### Percentage-Based Tracking [#percentage-based-tracking]
Progress toward activation is shown as a **percentage**:
* If there are 4 activation steps and a user has completed 3, they’re at 75%
* Once all steps are complete, they’re considered **fully activated**
This gives you a clear, comparable way to see where each user or account stands.
### Foundation of Customer Health [#foundation-of-customer-health]
Activation is a critical pillar of customer health. It’s the **first real indicator** that a user or account is on the right track — not just signed up, but genuinely starting to experience value.
Without activation, engagement scores are often meaningless: a user can be active but still unprepared to succeed.
***
## Why Activation Matters [#why-activation-matters]
* **Improves Onboarding**: Spot where users get stuck and refine your flows
* **Drives Retention**: Early value = long-term success
* **Prioritizes Outreach**: Help unactivated users before they churn
* **Aligns Teams**: Gives Product, Success, and Growth a shared success metric
When users hit that *“aha!”* moment, their customer health improves — and they’re far more likely to keep coming back.
***
## Activation for Users and Accounts [#activation-for-users-and-accounts]
You can track activation for both:
* **Users** — based on what an individual has done
* **Accounts** — based on combined activity across users
Each workspace in Accoil can define:
* A **custom set of activation criteria** (events, traits, or both)
* Separate logic for users and accounts
* A running **Activation Rate** for each object
Configure activation in **Settings** > **Workspace settings** > **Account Activation** or **User Activation**. Use the **Activation** suggested dashboard to analyse activation-related metrics.
# Accoil Sandbox Accounts
Source: https://docs.accoil.com/docs/configuration/accoil-sandbox-accounts
Request a free, isolated sandbox account to test tracking setups, data models, and segments without touching your production data.
At Accoil, we know that successful analytics starts with getting things right from the beginning. That’s why we offer a **Sandbox Account**—a free, isolated space where you can test your setup, experiment with new data models, and configure products before going live.
***
### What Is a Sandbox Account? [#what-is-a-sandbox-account]
A **sandbox account** is a safe, internal environment available to all paying Accoil customers. It’s designed for testing and prototyping without impacting your production data or analytics setup.
You can use it to:
* Explore and test new data schemas
* Simulate real user behavior
* Set up and validate product tracking configurations
* Trial new features or product setups before they go live
***
### How to Access your Sandbox [#how-to-access-your-sandbox]
Sandbox accounts are created on request. If there is no sandbox account available simply send us a note via the support chat.
***
### Two Ways to Use the Sandbox [#two-ways-to-use-the-sandbox]
1. **Send Your Own Data**
Connect your development environment and simulate live usage by sending test data to your sandbox account.
2. **Use Sample Data (Optional)**
Prefer to explore without sending data? We can populate your sandbox with realistic sample data so you can experience how Accoil works out of the box.
Let us know how you'd like to set up your sandbox and we’ll help get it ready.
***
### Key Features [#key-features]
* **Free** with most paying Accoil plans
* **Safe and Isolated**: No impact on your production environment
* **Configurable**: Set up products, define features, and build segments as needed
* **Transferable**: Migrate your full sandbox product setup to production when you’re ready
***
### Fair Use & Rules [#fair-use--rules]
To ensure sandbox accounts stay fast and useful for all customers, we apply a few sensible guidelines:
| Rule | Description |
| ---------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **No External Connections** | Sandboxes are for internal testing only. Connections to external systems (e.g., Slack, webhooks, CRMs) are disabled. |
| **Data Volume Limits** | You can send up to **2× the Monthly Active Accounts (MAAs)** of your paid account. If usage exceeds this, we’ll reach out for a quick check-in. |
| **Event Data Purge Every 30 Days** | To keep things lightweight, **event data older than 30 days is automatically purged**. Configurations, product setups, and segments remain intact. |
| **Transferable Products** | If you set up a product in your sandbox and want to start using it with live data, **we can transfer the entire product—including features and segments—into your production account upon request**. |
***
### Best Practices [#best-practices]
* Treat your sandbox like a **lab environment**: perfect for trial and iteration
* Use it to validate integrations and event schema before launching live
* You can't rely on it for long-term data storage—event data is automatically removed after 30 days
* Contact our team if you’d like to migrate a fully configured product to your paid account
***
### Need Help with Your Sandbox? [#need-help-with-your-sandbox]
We’re here to support your setup. Reach out if you’d like:
* Sample data loaded into your sandbox
* Guidance on configuring features or segments
* Help transferring a fully built product into your production environment
***
### Summary [#summary]
The Accoil Sandbox Account is built to help you succeed from the start:
* Create and test your setup in a safe, no-risk environment
* Use your own test data or explore with sample data
* Easily move fully configured products into production when you're ready
* Stay within light, fair-use guidelines to keep your sandbox running smoothly
# Calculated Traits
Source: https://docs.accoil.com/docs/configuration/calculated-traits
Create dynamic user and account attributes by combining existing data with simple formulas.
### What are Calculated Traits? [#what-are-calculated-traits]
Calculated traits let you define **derived metrics** that automatically update as your data changes. Instead of manually recomputing values like rates, averages, or scores, Accoil keeps these traits up to date and attaches them directly to **users or accounts**.
Common examples include:
* Average events per active user
* Ratios like “active users ÷ licensed seats”
Once created, calculated traits behave like any other trait in Accoil: you can use them for segmentation, reporting, and workflows.
***
### How to add or edit a Calculated Trait [#how-to-add-or-edit-a-calculated-trait]
1. Go to **Settings → Traits**
2. Click **+** **Add Trait** to create a new calculated trait, or **Edit** on an existing one
3. Configure the trait using the steps below
4. Click **Create trait** or **Save**
Calculations will then run automatically in the background.
***
### Trait definition [#trait-definition]
Start by defining the basics of your trait:
### Trait name [#trait-name]
* Use **lowercase with underscores**
* This becomes the trait identifier
* Example: `activation_rate`, `avg_events_per_user`
### Description (optional) [#description-optional]
* Explain what the trait measures and how it’s used
* Helpful for teammates and future reference
### Trait type [#trait-type]
* **User** – the value is calculated per user
* **Account** – the value is calculated per account
Choose the level that best matches how the metric should be interpreted.
***
### Calculation type [#calculation-type]
At the moment, **Math Formula** is the only calculation type generally available.
Math formulas allow you to perform arithmetic operations (for example: divide, multiply, add, subtract) between two numeric inputs.
Other calculation types (such as event counts or timestamps) are visible in the UI but require enablement. If you’d like access to these, just let us know.
***
### Math formula configuration [#math-formula-configuration]
When using a Math Formula, you’ll define three things:
* **Input A:** Select a **numeric trait or Accoil metric**.
* **Operation:** Choose how Input A and Input B are combined (for example, **Divide A by B**).
* **Input B:** Select another **numeric trait or Accoil metric**.
### Important rules [#important-rules]
* **Only number traits can be used** in math formulas
* Non-numeric traits (dates, booleans, text) are not supported
* Both inputs must resolve to numbers at the same level (user or account)
***
### Using Accoil Metrics [#using-accoil-metrics]
You can use built-in **Accoil Metrics** (such as `active_users`, `activation_rate`, or adoption metrics) as inputs in your calculation.
When you do this:
* You must select a **workspace**
* The workspace determines which underlying metric values are used
This ensures Accoil knows exactly which dataset the calculation should reference.
***
### After creation: what to expect [#after-creation-what-to-expect]
* Once saved, the calculated trait will begin processing automatically
* It may take **a few minutes** for calculations to complete
* When ready, the trait will appear on the relevant **users or accounts**
* The value will continue to update as the underlying inputs change
***
### When to use Calculated Traits [#when-to-use-calculated-traits]
Calculated traits are especially useful when you want to:
* Standardize calculations across teams
* Power segmentation and prioritization
* Reduce manual analysis and spreadsheet work
By pushing these calculations into Accoil, everyone works from the same, always-up-to-date numbers.
***
### **Summary** [#summary]
Calculated traits let you combine numeric traits and Accoil metrics into dynamic, reusable attributes. They’re easy to set up, update automatically, and make it simpler for teams to understand usage, adoption, and account health at a glance.
# Configure Traits
Source: https://docs.accoil.com/docs/configuration/configure-traits
Traits are properties associated with your users and accounts — such as sign-up date, plan type, region, or number of sessions.
## What Are Trait Data Types? [#what-are-trait-data-types]
On this page, you can view and configure the **data types** of traits that have been ingested into Accoil. Setting the correct data type ensures that the right filtering and segmentation options are available throughout the platform.
[Learn more about the concept of traits **→**](/docs/accounts-and-users/understanding-traits)
***
## Why Data Types Matter [#why-data-types-matter]
Accoil uses data types to determine how traits can be filtered and analyzed. Here's how different types behave:
* **String (default)**
* Supports exact match filtering
* **Number**
* Enables filtering by thresholds (e.g., greater than, less than, equals)
* Useful for traits like "Session Count", "Team Size", etc.
* **Date**
* Enables filters like:
* *Before / After a specific date*
* *Within the last X days / weeks / months*
* *On / Not on a date*
* Ideal for traits such as “Signup Date” or “Last Login”
* **Percentage**
* Treated as a numeric value between 0–100
* Supports filtering with:
* Greater than / Less than
* Within a specified range
* Useful for traits like "Activation Rate", "Workspace Completion", or "Adoption %"
⚠️ The default type for all traits is **String** until changed manually.
***
## Trait Categories [#trait-categories]
Traits are grouped into two categories:
* **User Traits** — Properties associated with individual users
* **Account Traits** — Properties tied to the company or organization (account)
You can manage data types separately for each group using the tabs in the UI.
**System Traits from Integrations**
You may notice traits that originate from external systems like Attio or HubSpot.
These are added by Accoil to support syncing between platforms and cannot always be renamed or deleted. However, their data types can still be adjusted to support filtering where applicable.
***
## Building Calculated Traits [#building-calculated-traits]
Calculated traits let you create new numeric traits by applying simple math formulas to existing traits or Accoil metrics. They’re commonly used for ratios, rates, averages, and derived scores that update automatically as your data changes.
[Learn how to build calculated traits →](/docs/configuration/calculated-traits)
***
## Saving Changes [#saving-changes]
After updating data types:
* Click **Save** at the top-right to apply your changes
* Filters and segmentation rules will immediately reflect the new data type logic
If you leave the page without saving, your changes will be lost.
***
## Deleting Traits [#deleting-traits]
Click **Delete** on any trait that you want to permanently from Accoil. This action cannot be undone.
The trait and all values will be removed from Accoil; however, if the trait is subsequently sent to Accoil again it will reappear in the trait list and on the user / account profile page.
***
## Summary [#summary]
The Trait Data Types page helps you fine-tune how traits behave across filtering, segmentation, and scoring by assigning the right data type:
* **String**, **Number**, **Date**, or **Percentage**
* Enables relevant filters for more powerful analysis
* Changes only apply once you **click Save**
For a deeper dive into how traits work in Accoil, **[check out our traits guide →](/docs/accounts-and-users/understanding-traits)**
# Data Configuration
Source: https://docs.accoil.com/docs/configuration/data-configuration
To enable accurate user-to-account mapping and unlock powerful account-level and user-level insights in Accoil, you’ll need to configure the appropriate traits under Data Configuration.
***
### Why This Matters [#why-this-matters]
Accurate trait configuration ensures that Accoil can:
* Link users to the correct accounts
* Display account and user names meaningfully in the UI
* Determine account and user tenure
* Enable accurate scoring, segmentation, and reporting at both the user and account level
Without this configuration, you may experience:
* Placeholder IDs instead of account or user names
* Inaccurate attribution of user activity
* Incomplete or misleading analytics
***
### How to Configure Traits in Accoil [#how-to-configure-traits-in-accoil]
1. Navigate to **Settings → Data Configuration**.
2. You'll see two sections:
* **Account Configuration**
* **User Configuration**
***
### 🔹 Account Configuration [#-account-configuration]
Define how Accoil identifies and tracks **accounts** (such as companies, organizations, or workspaces).
**Fields to Configure:**
* **Name**
Choose the trait that represents the **account’s display name** (e.g., `name`, `account_name`).
This is shown in dashboards and throughout the UI to help you easily recognize accounts.
* **Created At**
Select the trait that captures **when the account was created** (e.g., `createdat`).
This powers tenure-based filters like "new vs. long-standing accounts" and enables account aging insights.
***
### 🔹 User Configuration [#-user-configuration]
Define how Accoil tracks **users** and associates them with the correct accounts over time.
**Fields to Configure:**
* **Account ID**
Select the trait that identifies which account the user belongs to (e.g., `group_id`, `account_id`, `org_id`).
Typically, this is `group_id`, which comes from **group calls** sent via analytics tools like Segment. This is essential for connecting users to the right accounts.
* **Created At**
Choose the trait that indicates when the user was first created (e.g., `createdat`).
This helps you track user tenure and enables time-based user insights.
***
### ✅ Save Your Configuration [#-save-your-configuration]
After selecting the correct traits in each section, click **Save Configuration** to apply your settings.
***
### Can’t Find the Trait You Need? [#cant-find-the-trait-you-need]
If a trait you expect isn’t showing up in the dropdown:
* Ensure the relevant data has been sent to Accoil via your data source (e.g., Segment, RudderStack).
* Contact your developer or data team to verify that the correct properties are being passed.
* Refer them to [developer.accoil.com](https://developer.accoil.com/) for integration guidance.
***
### Summary [#summary]
Trait configuration is a foundational step that ensures Accoil works properly across your workspace. By correctly mapping account and user traits:
* Product managers get reliable activation and engagement insights.
* Sales and success teams can segment and prioritize accounts more effectively.
* Support teams can understand account history and user context.
* Marketing can target campaigns based on account age and engagement.
Take a few minutes to set it up right—you’ll unlock far more value across your teams.
# How Accoil Handles Identifier Case Sensitivity
Source: https://docs.accoil.com/docs/configuration/how-accoil-handles-identifier-case-sensitivity
Accoil treats user and account identifiers as case-insensitive. Here's what that means for your data and what to do if your IDs are case-sensitive.
Accoil treats the identifiers you send for **users** and **accounts** as **case-insensitive**. This article explains that behavior so you know what to expect — both in how Accoil matches your data and in what Accoil sends back to downstream tools.
***
## The Short Answer [#the-short-answer]
When Accoil receives an identifier, it normalizes it to **lowercase** before storing or matching it. This applies to:
* User identifiers (the `userId` you send)
* Account / group identifiers (the `group_id` you send)
So `ACME-123`, `Acme-123`, and `acme-123` are all treated as the **same** identifier.
***
## Why Accoil Does This [#why-accoil-does-this]
Case-insensitive matching keeps your data clean. Without it, the same real-world user or account could be split into multiple records simply because an identifier arrived with different capitalization from different parts of your stack.
By normalizing to lowercase, Accoil ensures one user maps to one record and one account maps to one account — regardless of how the casing happens to be sent.
***
## What This Means for Your Data [#what-this-means-for-your-data]
* **Matching is case-insensitive.** Events and traits sent with any capitalization of an identifier are attributed to the same user or account.
* **Accoil stores and returns the lowercased value.** When Accoil syncs data back out — for example, through Identify and Group calls to Segment — the identifier is the lowercased version, not the original casing you sent.
**A note on terms:** in some integrations you may see an identifier referred to as `tracking_id`. This is simply Accoil's internal handle for the user identifier you sent as `userId` — it is the same identifier, normalized to lowercase.
***
## If Your Identifiers Are Case-Sensitive [#if-your-identifiers-are-case-sensitive]
Some systems use identifiers where casing is meaningful — that is, where `ABC` and `abc` are two genuinely different users or accounts. If that describes your setup, there are two things to be aware of:
* Two identifiers that differ only by case will be **collapsed into a single record** in Accoil.
* The lowercased identifier Accoil sends downstream **may not match** the original, case-sensitive identifier used elsewhere in your stack.
If your identifiers are case-sensitive and this affects you, please **reach out to our support team** so we can look at your specific setup and the best way forward. Don't change your integration on your own assumptions about case handling first — talk to us so we can confirm the right approach for your data.
***
## Summary [#summary]
| **Question** | **Answer** |
| ----------------------------------------- | ------------------------------------------------- |
| Does Accoil care about identifier casing? | No — identifiers are matched case-insensitively. |
| How does Accoil store identifiers? | Normalized to lowercase. |
| What does Accoil send downstream? | The lowercased identifier. |
| My IDs are case-sensitive — what do I do? | Reach out to support so we can review your setup. |
# Import Data into Accoil
Source: https://docs.accoil.com/docs/configuration/import-data-into-accoil
Accoil’s data import system enables high-throughput bulk ingestion of historical user, group, and event data to power your analytics.
## Overview [#overview]
Whether you’re onboarding a new customer, backfilling records, or importing from a legacy system, this feature provides a reliable and monitored pipeline with automatic retries and detailed status tracking.
## Import Types & Required Fields [#import-types--required-fields]
Accoil supports three distinct import types. Each file must contain **only one type of data** and must include the required fields for that type. Mixing types (e.g. Events and Groups) in a single file — whether CSV or ZST — is not supported.
***
## 1. Events Import [#1-events-import]
Used to import **user interaction** and activity data, such as page views, feature usage, or custom tracking events.
**Required Fields**:
* `type` (string) — Event type (`track`, `page_view`, etc.)
* `name` (string) — Human-readable event name
* `timestamp` (string) — ISO 8601 format (e.g., `2025-07-29T10:30:00Z`)
* `user_id` (string) — Unique user identifier
**Example CSV:**
```
type,name,timestamp,user_id page_view,Reports Viewed,2025-07-29T10:30:00Z,user_123 track,Report Downloaded,2025-07-29T11:45:00Z,user_456 track,Feature Used,2025-07-29T14:20:00Z,user_789
```
## 2. Groups Import [#2-groups-import]
Used to import account or organization-level data and traits.
**Required Fields:**
* `group_id` (string) — Unique group/account identifier
* `user_id` (string) — Associated user identifier
* `timestamp` (string) — ISO 8601 formatted timestamp
* `traits` (JSON string) — Group attributes in valid JSON format
**Example CSV:**
```
group_id,user_id,timestamp,traits company_123,user_123,2025-07-29T00:00:00Z,"{""name"": ""Acme Corp"", ""industry"": ""technology""}" company_456,user_456,2025-07-29T00:00:00Z,"{""name"": ""Beta Inc"", ""industry"": ""finance""}"
```
***
## 3. User Identifies Import [#3-user-identifies-import]
Used to update **user workspace attributes** like plan, role, or contact info.
**Required Fields**:
* `user_id` (string) — Unique user identifier
* `timestamp` (string) — ISO 8601 format
* `traits` (JSON string) — Key-value attributes of the user
**Example CSV**:
```
user_id,timestamp,traitsuser_123,2025-07-29T10:00:00Z,"{""role"": ""admin"", ""plan"": ""premium"", ""email"": ""john@acme.com"", ""name"": ""John Doe""}"user_456,2025-07-29T11:00:00Z,"{""role"": ""user"", ""plan"": ""basic"", ""email"": ""jane@beta.com"", ""name"": ""Jane Smith""}"user_789,2025-07-29T12:00:00Z,"{""role"": ""manager"", ""plan"": ""pro"", ""email"": ""bob@gamma.com"", ""name"": ""Bob Johnson""}"
```
***
## Supported File Formats [#supported-file-formats]
### Accepted File Types [#accepted-file-types]
Accoil supports two file types for data import:
* **CSV (.csv)**
A plain text file with comma-separated values, encoded in UTF-8. Each row represents one record, and each file must correspond to a single import type (e.g., Events, Groups, or Identifies).
* **Zstandard-compressed CSV (.zst)**
A `.zst` file is a **compressed version of a CSV file** using the Zstandard algorithm. This format is ideal for uploading large datasets quickly and efficiently.
⚠️ **Important Notes:**
* A `.zst` file **must contain only one underlying CSV file**, and that file must adhere to the correct schema for a single import type.
* **Do not combine multiple import types** (e.g., Events and Groups) into a single file. Each import type must be uploaded as its **own separate file**, even if compressed.
* The CSV inside the `.zst` must still meet all header, formatting, and field requirements described above.
* Extra columns in the CSV beyond these will be ignored.
✅ **Why use ZST?**
Zstandard is a modern compression algorithm that dramatically reduces file size without compromising speed. It’s ideal for uploading millions of rows efficiently, especially under the 100MB file limit.
**Usage on mac**:
```
brew install zstd # To install the necessary librarieszstd yourfile.csv # To compress a file to zstdzstd -d yourfile.zst # To uncompress a zstd file
```
**Usage on windows**
```
Download from https://github.com/facebook/zstd/releaseszstd yourfile.csv # To compress a file to zstdzstd -d yourfile.zst # To uncompress a zstd file
```
### File Size & Encoding [#file-size--encoding]
* **Maximum File Size**: 100MB (applies to both `.csv` and `.zst`)
* **Required Encoding**: UTF-8
* **Processing**: Files are streamed during processing, so large datasets don’t overwhelm memory.
Certainly! Here's the **Import Types & Required Fields** section, cleanly formatted and ready for your documentation:
***
## Processing Flow [#processing-flow]
1. **Upload**: Your `.csv` or `.zst` file is stored and queued for processing.
2. **Validation**: Headers and data rows are checked for format and completeness.
3. **Queueing**: Each row is pushed to a background queue for delivery to the analytics engine.
4. **Delivery**: Rows are sent to Accoil’s ingestion APIs asynchronously.
5. **Completion or Failure**: Import completes when all rows succeed—or is marked as failed based on retry rules.
## Retry Logic & Failure Conditions [#retry-logic--failure-conditions]
Accoil ensures reliable delivery with smart retries and robust failure detection.
### 1. Immediate Failures (No Retry) [#1-immediate-failures-no-retry]
Some errors fail fast:
* **Invalid Headers**: CSV headers must exactly match the required format (case-sensitive). Any mismatch results in immediate failure.
* **File Parsing Errors**: Corrupt files or unreadable content (e.g., invalid encoding) also fail without retry.
### 2. Row-Level Retries (With Limits) [#2-row-level-retries-with-limits]
Each row is sent individually to Accoil’s analytics engine. If a row fails due to transient issues, Accoil will retry it up to **5 times**.
Common retryable scenarios include:
* API failures (timeouts, 5xx responses)
* Network issues
* Temporary rate limits
**Retry Rules:**
* **MAX\_RETRIES**: 5 retries per failed row
* **MAX\_PROCESSING\_MINUTES**: Rows stuck in “processing” for over 5 minutes are retried
* **Exponential Backoff**: Delays between retries increase over time
### 3. Timeouts & Stuck Imports [#3-timeouts--stuck-imports]
Accoil monitors progress at the import level to catch systemic issues.
* **No Progress for 30 Minutes**: If no rows are updated in 30 minutes, the import is marked **failed**
📌 *Failure reason: “Import stuck and needs investigation”*
### 4. Final Failure Conditions [#4-final-failure-conditions]
An import is marked as **failed** if:
* There are failed rows,
* All failed rows have exhausted their 5 retry attempts,
* No rows remain in `pending` or `processing` states.
📌 *Failure reason: “Has failures but used maximum retries on all rows”*
### 5. Skipped Rows [#5-skipped-rows]
Rows are **skipped** (not retried or failed) if:
* Their timestamp is older than 90 days
* The row is completely empty
Skipped rows are counted and reported in import statistics but don’t impact the import’s success/failure status.
### Success Conditions [#success-conditions]
An import is considered **complete** when:
* All rows are in a `completed` state
* No `pending`, `processing`, or `failed` rows remain
***
## Monitoring & Visibility [#monitoring--visibility]
In the Accoil UI, you’ll see real-time status updates:
* **Import Statuses**:
* `pending`: Awaiting processing
* `processing`: Actively being parsed/sent
* `completed`: All rows succeeded
* `failed`: Import stopped due to retries or timeouts
* **Row Metrics**:
* Total rows processed
* Rows successfully ingested
* Failed rows (after retries)
* Skipped rows (e.g., old timestamps)
💡 Tip: Failure reasons are shown directly in the UI for rapid diagnosis.
***
## Best Practices for Data Imports [#best-practices-for-data-imports]
### Before You Upload [#before-you-upload]
✅ Validate that your headers match exactly (case-sensitive)
✅ Make sure timestamps are in ISO 8601 format (e.g., `2025-07-29T10:30:00Z`)
✅ Confirm UTF-8 encoding
✅ Use `.zst` compression for large files to save time
✅ Validate JSON inside `traits` fields using a linter or test parser
### During & After Upload [#during--after-upload]
* Monitor status in the import dashboard
* Check for skipped rows due to timestamp cutoffs
* Review failure reasons if an import fails
* Retry with corrected data if needed
# Configuration Overview
Source: https://docs.accoil.com/docs/configuration
Settings and options to manage your Accoil account.
Request a free, isolated sandbox account to test tracking setups, data models, and segments without touching your production data.
Create dynamic user and account attributes by combining existing data with simple formulas.
Traits are properties associated with your users and accounts — such as sign-up date, plan type, region, or number of sessions.
To enable accurate user-to-account mapping and unlock powerful account-level and user-level insights in Accoil, you’ll need to configure the appropriate traits under Data Configuration.
Accoil treats user and account identifiers as case-insensitive. Here's what that means for your data and what to do if your IDs are case-sensitive.
Accoil’s data import system enables high-throughput bulk ingestion of historical user, group, and event data to power your analytics.
Use the Billing and Plans page to check your current plan, switch plan or billing frequency, and manage payment details and invoices in Stripe.
Group product events into features in Settings, assign unassigned events to each one, and set the feature order used across Accoil.
# Managing Billing & Plans in Accoil
Source: https://docs.accoil.com/docs/configuration/managing-billing-plans-in-accoil
Use the Billing and Plans page to check your current plan, switch plan or billing frequency, and manage payment details and invoices in Stripe.
## Summary [#summary]
The **Billing & Plans** section gives you full control over:
* Your active Accoil subscription
* Choosing or switching pricing plans
* Managing billing details and invoices
* Adjusting between monthly and annual billing
It’s flexible, secure, and designed to support your team as it grows.
***
## Your current plan [#your-current-plan]
At the top of the page, you’ll see:
* Your **active plan** (e.g., Startups, Better, or Best)
* The **billing frequency** (monthly or annual)
* Key features included in your plan (e.g., actions, tracked users, workspaces)
Plans can be updated at any time. Changes will take effect at your next renewal period.
***
## Changing Plans [#changing-plans]
To upgrade, downgrade, or switch billing frequency:
1. Navigate to the **Plans** section.
2. Select a new plan or switch between **Monthly** and **Annual** tabs.
3. Changes will apply at your next billing cycle — you won’t be charged immediately.
4. You’ll receive confirmation via email once the change is scheduled.
***
## Updating Billing Information [#updating-billing-information]
All billing information is managed via Accoil’s secure integration with **[Stripe](https://dashboard.stripe.com/login)**
* Click **“Update Billing”** to open your **Stripe Billing Portal**
* From there, you can:
* Update payment methods (e.g., credit card)
* Edit billing contact details
* View and download **past invoices**
All billing changes are securely handled in Stripe — Accoil never stores your payment data directly.
***
## Accessing Invoices [#accessing-invoices]
Your complete invoice history is available through the[**Stripe Billing Portal**](https://dashboard.stripe.com/login):
* Download individual invoices
* View payment status and billing details
* Share with your finance or accounting team as needed
***
# Setting up Features
Source: https://docs.accoil.com/docs/configuration/setting-up-features
Group product events into features in Settings, assign unassigned events to each one, and set the feature order used across Accoil.
## Summary [#summary]
Features in Accoil allow you to roll up multiple events into meaningful, human-readable units of product functionality. This is the foundation for tracking feature adoption, driving activation strategies, and building useful segments.
## Why This Matters [#why-this-matters]
Tracking user engagement at the feature level makes it easier to understand real usage patterns, support better onboarding and retention strategies, and align product decisions with user behavior.
***
## Overview [#overview]
In Accoil, **Features** are a powerful way to group individual events into broader product capabilities. This helps you analyze adoption and engagement based on how people actually use your product — as a collection of **features**, not raw events.
* This system makes it easier for Product, Customer Success, and other teams to understand and act on how users interact with key parts of your app.
* Features are defined **globally** for your entire product. They are **not customizable per workspace or workspace**.
***
## How Feature management works [#how-feature-management-works]
**Feature list view**
In **Settings > Features**, you'll see a table of all current features in your product, each with:
* A **Feature name**
* A **Description**
* A list of **assigned events**
* Controls to manage or remove events and features
This is where you can build and manage the key features you want to track.
***
## Creating a new Feature [#creating-a-new-feature]
1. Click the **➕ Add Feature** button at the bottom of the Features list.
2. Enter a **Name** and optional **Description** for your feature.
3. The new feature will appear at the **bottom** of the list.
4. Click **Save changes** in the lower-right corner of the features table to confirm your changes.
Features are not listed alphabetically. You can use the **drag handle** (≡ icon) on the left of each feature to rearrange the order manually.
This order is reflected throughout Accoil wherever features are shown (e.g. in activation settings, segmentation, dashboards, etc.).
***
## Assigning Events to a Feature [#assigning-events-to-a-feature]
Each feature can include one or more **product events** that collectively represent its usage. To add events to a feature:
1. In the feature row, click the **event selector**.
2. A dropdown will appear showing only **unassigned events** (events not currently allocated to any feature). The **number after the event name** is the count of how many times the event has been received by Accoil.
3. Select one or more events. They will be added to the feature.
**Note:** An event can only be assigned to one feature at a time.
***
## Removing or re-assigning Events [#removing-or-re-assigning-events]
You can un-assign an event in two ways:
* In the **Feature section**, click the **X** next to the event name. This will return it to the **Unassigned Events** list.
* In the **Events table** at the bottom of the page, click **Un-assign** for that event.
Once unassigned, the event will appear in drop-downs when adding events to a different feature.
***
## Deleting a Feature [#deleting-a-feature]
To delete a feature:
1. Click the **Delete** button beside the feature.
2. Confirm the action in the pop-up.
Deleting a feature will:
* Un-assign all its events.
* Not remove any activation or segmentation logic using that feature, but those rules will no longer include the deleted feature in calculations.
***
## Understanding the Events table [#understanding-the-events-table]
The **Events** section below the Features table shows all events that Accoil has received from your product.
Details include:
* **Event Name**
* **Assigned Feature** (if any)
* **Event Count** (how often the event has been triggered)
* Option to **Un-assign** the event
**Note**: Only events that have already been received by Accoil will appear here. If an event has been defined but has not yet occurred in your product, it won't be available for assignment yet.
*For newly released features, simply wait until relevant events are sent to Accoil - then return to this page to assign them.*
***
## Best practices [#best-practices]
* Create features for **functional groupings** you care about tracking (e.g. onboarding flow, admin settings, PDF exports).
* Feature names should reflect **how your team thinks about the product**, not technical implementation details.
* Avoid overly specific or technical labels (e.g., avoid "export\:pdf" — prefer something like “Download PDFs”).
* Regularly check the **Unassigned Events** table to keep your setup up-to-date.
***
## Key points recap: [#key-points-recap]
* Features are shared across your product — not customized per workspace.
* Each event can only belong to one feature.
* Events must be received by Accoil before they can be assigned.
* Use drag handles to arrange feature order — this controls how features are displayed elsewhere.
* Deleting a feature unassigns its events and disables its use in future logic but doesn’t delete existing segments or rules.
# Attio Connection
Source: https://docs.accoil.com/docs/connections/attio-connection
Sync real-time product engagement traits from Accoil into Attio for smarter workflows and enriched customer data.
### Overview [#overview]
The Attio integration allows you to sync engagement traits from Accoil directly into your Attio workspace—so your CRM always reflects up-to-date product behavior.
By connecting Accoil to Attio, you can:
* Sync key **user and account traits** from Accoil into any object in Attio
* Configure **custom object mappings** for users and groups
* Define **matching logic** using traits from Accoil and properties in Attio
Accoil’s Attio integration supports **DataSync only**—there is no widget or automation at this time.
***
## What you can do with Attio [#what-you-can-do-with-attio]
***
### Sync Traits from Accoil to Attio [#sync-traits-from-accoil-to-attio]
Accoil sends product usage and engagement traits to Attio for both users and groups.
You can:
* Enable or disable syncing for each **workspace**
* Choose to sync:
* **Segment names only**, or
* **All traits**, including engagement score, activation rate, adoption, and more
These traits can be used in Attio for:
* Custom workflows
* Relationship tracking
* Intelligent filtering and segmentation
***
### Trait Naming Convention [#trait-naming-convention]
Traits in Attio follow the same naming convention as used in Intercom and HubSpot:
```
Accoil_[WorkspaceName]_[TraitName]
```
* All **spaces are removed** from the workspace name
* Trait names are appended directly
**Example:** `Accoil_TrialUsers_ActivationRate`
These traits will appear as properties on the Attio objects you've configured for syncing.
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Connect Accoil to Attio [#how-to-connect-accoil-to-attio]
Connecting to Attio is quick and secure via OAuth:
1. In Accoil, go to **Settings > Connections**
2. Find **Attio** and click **Connect**
3. Approve the connection via the OAuth flow
4. Once connected, you’ll be able to configure object mapping and trait syncing
No additional setup required—once connected, syncing will begin for enabled workspaces.
***
### Object Mapping & Matching Configuration [#object-mapping--matching-configuration]
Accoil’s Attio integration gives you full control over how users and groups are matched and where their traits are sent in your Attio workspace.
### Object Mapping [#object-mapping]
For each entity type—**users** and **groups**—you can choose which Attio object the data should be synced to. This is useful if you’ve customized your Attio workspace with different object types.
* **User Object Mapping**:
Map Accoil users to any compatible object in Attio, such as `People`, `Users`, or any custom user-type object.
* **Group Object Mapping**:
Map Accoil groups (accounts) to Attio objects like `Companies`, `Workspaces`, or other custom account-type objects.
***
### Trait Matching [#trait-matching]
Once you’ve selected the objects, you can define how Accoil should match records in Attio by configuring **trait-to-property mappings**.
For each entity:
* Choose the **Accoil trait** (e.g. `email`, `name`, `tracking_id`)
* Select the corresponding **Attio property** to match against (e.g. `Email addresses`, `Name`, or any searchable property)
This configuration determines how Accoil finds the right record in Attio to sync traits to.
🔍 The selected Attio property must be marked as **unique and searchable** in Attio in order to be used for matching.
***
### Sync Behavior & Cleanup [#sync-behavior--cleanup]
* Matching is performed each time traits are synced (typically every 6–24 hours)
* If you **update the mapping**, Accoil will apply the new configuration on the next sync
* If you **disable syncing for a workspace** or reconfigure it, Accoil will automatically **remove previously synced traits** from the associated Attio objects—keeping your workspace clean and accurate
*
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Attio + Accoil Helps |
| -------------------- | ----------------------------------------------------------------- |
| **Sales** | Prioritize leads and accounts by product engagement levels |
| **Customer Success** | Track adoption or activation milestones within CRM workflows |
| **Marketing & Ops** | Segment contacts in Attio based on usage behavior from Accoil |
| **RevOps / Admins** | Connect product insights to custom objects or internal data flows |
***
### Troubleshooting [#troubleshooting]
* **Not seeing traits in Attio?** Check that the workspace is enabled and syncing is set to "All traits"
* **Matching not working?** Make sure the Attio property is marked as **unique and searchable**
* **Traits mapped to the wrong object?** Review your object mapping configuration in the connection settings
Still need help? Reach out to the Accoil team via chat or email—we’re happy to help troubleshoot.
***
### Summary [#summary]
The Attio integration keeps your CRM data in sync with what’s really happening in your product. With flexible object mapping and configurable matching logic, you can ensure the right insights land in the right place—automatically.
Got feedback or want more from the Attio integration? Let us know—we’re always building based on customer needs.
# Connect Atlassian Marketplace to Accoil
Source: https://docs.accoil.com/docs/connections/connect-atlassian-marketplace-to-accoil
Connect an Atlassian Marketplace partner account to Accoil, find the required vendor and product IDs, and sync app license data to matching accounts.
The Atlassian Marketplace connection imports customer license data for one Marketplace app into Accoil. It combines commercial details from Atlassian with the product usage data already associated with each customer account.
Use this connection to segment and prioritise accounts by information such as license status, license type, app edition, tier, evaluation dates, and maintenance dates.
***
### How the connection works [#how-the-connection-works]
Accoil makes read-only requests to the Atlassian Marketplace API using your Atlassian account email address and API token. It does not write to your Marketplace account.
When you save the connection:
* Accoil uses the vendor ID to look up the corresponding developer ID
* Accoil requests the available licenses for the selected Marketplace product ID
* The first sync requests all available licenses for that product
* Later syncs run every six hours and request licenses updated within the previous five days
* Large result sets are processed in pages of 50 licenses
* Temporary rate-limit and server errors are retried automatically
The developer ID is discovered and stored automatically by Accoil. You do not enter it in the Accoil connection form, but you will use it while finding your product ID during setup.
Your connection credentials are encrypted when stored by Accoil.
***
### How Atlassian licenses match Accoil accounts [#how-atlassian-licenses-match-accoil-accounts]
Accoil uses the `cloudId` in each Atlassian license to identify the customer account. To match Marketplace license details with product activity, the group calls from your analytics implementation must send that exact Cloud ID as the `group_id`.
For example, if a license contains:
```json
{
"cloudId": "111cc111-111c-1cc1-1c1c-1111c1c1c111"
}
```
Your analytics group calls must therefore include:
```json
{
"group_id": "111cc111-111c-1cc1-1c1c-1111c1c1c111"
}
```
The value must match Atlassian's `cloudId` exactly. This shared identifier allows Accoil to attach the Marketplace license traits and your analytics activity to the same account.
For guidance on implementing product analytics in an Atlassian Forge app, see the [10 minute Forge analytics guide](https://developer.accoil.com/docs/forge/ten-minute-guide). When adding group calls to that implementation, use Forge's `context.cloudId` as the `group_id`.
**Important:** Accoil skips license records that do not contain a `cloudId`. Server or Data Center licenses without a Cloud ID cannot be matched through this connection.
***
### License data imported into Accoil [#license-data-imported-into-accoil]
Selected license values are added as account traits with an `am.` prefix. Depending on the data Atlassian returns for a license, these can include:
* App details such as `am.addonName`, `am.addonKey`, `am.productId`, and `am.appEdition`
* License details such as `am.status`, `am.licenseType`, `am.hosting`, and `am.lastUpdated`
* Tier details such as `am.tier` and the numeric `am.tier.number`
* Maintenance and evaluation dates
* Entitlement and license identifiers
* Parent product name, edition, and billing cycle
* Whether the installation is on a sandbox
* Site hostname, company, country, and region
* Attribution and Marketplace data-insight values when provided by Atlassian
Accoil imports a selected set of useful fields rather than the entire Marketplace response. From Atlassian's `contactDetails`, Accoil keeps the company, country, and region rather than individual contact fields.
***
### What you'll need [#what-youll-need]
Before configuring the connection, collect these four values:
* **Atlassian account email address:** the email address used to access your Marketplace partner account
* **API token:** a generated Atlassian API token used as the password for Basic authentication
* **Vendor ID:** the numeric identifier for your Marketplace vendor account
* **Product ID:** the Marketplace product ID for the specific app whose licenses you want to import
You also need permission to manage connections for the relevant Accoil product. The Atlassian account must be able to view the vendor, app listing, and license reporting information you want to sync.
The connection supports one Marketplace product ID for each Accoil product. If you manage multiple Marketplace apps, connect each app to the corresponding product in Accoil.
***
### Create an Atlassian API token [#create-an-atlassian-api-token]
We recommend using a dedicated Atlassian account with only the Marketplace access required for this connection instead of a personal account.
1. Open [Atlassian API token settings](https://id.atlassian.com/manage-profile/security/api-tokens) and sign in with the account Accoil will use.
2. Select **Create API token**.
3. Give the token a clear name, such as `Accoil Marketplace sync`.
4. Choose an expiry date and record it so the token can be rotated before it expires.
5. Create the token and copy it to a secure password manager.
Atlassian only displays the token once. Do not use your Atlassian account password and do not send the API token to Accoil Support or include it in screenshots.
For more information, see [Manage API tokens for your Atlassian account](https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/).
***
### Find your vendor ID [#find-your-vendor-id]
Sign in to the Atlassian Marketplace partner portal and open your vendor management page. The vendor ID is the number at the end of its URL:
```text
https://marketplace.atlassian.com/manage/vendors/
```
For example, if the URL is:
```text
https://marketplace.atlassian.com/manage/vendors/123456
```
Your vendor ID is `123456`.
***
### Get your developer ID [#get-your-developer-id]
Atlassian's newer Marketplace APIs use a developer ID. Run the following request after replacing `{vendorId}`, `{your-email}`, and `{api_token}` with your own values:
```bash
curl --request GET \
--url 'https://api.atlassian.com/marketplace/rest/3/developer-space/vendor/{vendorId}' \
--user '{your-email}:{api_token}' \
--header 'Accept: application/json'
```
The API token is the password portion of the Basic authentication value. Use the email address belonging to the same Atlassian account that created the token.
You should receive a response similar to:
```json
{
"developerId": "e33e3aca-c9fc-11ed-afa1-0242ac"
}
```
Copy the `developerId` value for the next request. You do not enter the developer ID in Accoil.
***
### Find the product ID for your app [#find-the-product-id-for-your-app]
Replace `{developerId}`, `{your-email}`, and `{api_token}` in the following request:
```bash
curl --request GET \
--url 'https://api.atlassian.com/marketplace/rest/3/product-listing/developer-space/{developerId}?limit=50' \
--user '{your-email}:{api_token}' \
--header 'Accept: application/json'
```
You should receive a response similar to this abbreviated example:
```json
{
"links": {
"self": "/rest/3/product-listing/developer-space/87654321-4321-4321-4321-210987654321?limit=50",
"next": "/rest/3/product-listing/developer-space/87654321-4321-4321-4321-210987654321?limit=50&cursor=..."
},
"items": [
{
"productId": "12345678-1234-1234-1234-123456789abc",
"appKey": "com.example.app.addon",
"developerId": "87654321-4321-4321-4321-210987654321",
"appName": "Example App for Platform"
}
]
}
```
Find the item whose `appKey` or `appName` matches the app you want to connect, then copy its `productId`.
Be sure to copy `productId`, not `appKey` or `developerId`. These values identify different things in Atlassian Marketplace.
If your developer account contains more than 50 apps, use the path in `links.next` to request the next page. Add that path after `https://api.atlassian.com/marketplace` and use the same email address and API token for authentication.
***
### Connect Atlassian Marketplace in Accoil [#connect-atlassian-marketplace-in-accoil]
Open the Atlassian Marketplace connection to enter the credentials and IDs collected in the previous steps.
1. In Accoil, open **Settings**.
2. Under **Product Settings**, select **Connections**.
3. Under **Tracking & Ingestion**, open **Atlassian Marketplace**.
4. Enter your Atlassian connection details.
5. Select **Update connection**.
Enter the values as follows:
* **Atlassian User Name:** your Atlassian account email address
* **Atlassian API Token:** the API token created by that account
* **Vendor ID:** the numeric vendor ID from the Marketplace vendor URL
* **Product ID:** the `productId` returned for the app you want to connect
The first license sync starts automatically after the connection is saved. A large license set can take longer to appear because it is processed in pages in the background.
***
### Check that the connection is working [#check-that-the-connection-is-working]
After the first sync has had time to complete:
1. Open an Accoil account that you know has a license for the selected app.
2. Confirm that your analytics group calls send the Atlassian Cloud ID as `group_id`.
3. Check the account traits for values beginning with `am.`.
4. Confirm that traits such as `am.addonName`, `am.status`, and `am.tier` contain the expected Marketplace values.
If the license traits appear on a separate account from the product activity, the `group_id` in your analytics group calls does not match Atlassian's `cloudId` exactly.
***
### Rotate or replace an API token [#rotate-or-replace-an-api-token]
Atlassian API tokens can expire or be revoked. To replace a token:
1. Create a new token in Atlassian.
2. Open **Settings > Connections > Atlassian Marketplace** in Accoil.
3. Select **Show config** if the configuration fields are hidden.
4. Re-enter all four connection values, including the new API token.
5. Select **Update connection**.
If Atlassian previously returned `401 Unauthorized`, Accoil marks the connection as requiring authentication and pauses further syncs. Saving valid connection details reactivates it and starts another sync.
Disconnecting Atlassian Marketplace stops future license syncs. Account traits already imported with the `am.` prefix are not automatically removed.
# HubSpot Connections
Source: https://docs.accoil.com/docs/connections/hubspot-connections
Sync Accoil traits onto HubSpot contacts and companies, add the Accoil widget to records, and create tasks from your automation rules.
### Overview [#overview]
The Accoil–HubSpot integration brings product usage insights directly into your CRM. Whether you’re qualifying leads, managing accounts, or running lifecycle campaigns, this integration lets you take action based on real user behavior.
By connecting Accoil to HubSpot, you can:
* Sync **engagement scores, segments, and other traits** to contacts and companies in HubSpot
* View real-time usage insights via the **Accoil widget** on contact and company records
* Trigger **automated or manual follow-ups** using HubSpot tasks or timeline events
## What you can do in HubSpot [#what-you-can-do-in-hubspot]
***
### Use Accoil Traits in HubSpot [#use-accoil-traits-in-hubspot]
Accoil syncs user and company traits into HubSpot every **6 to 24 hours**. These traits can be used for:
* **List building and segmentation** in HubSpot
* **Targeted marketing workflows**
* **Lead scoring or lifecycle triggers**
* **Account health tracking**
### Where to Find These Traits [#where-to-find-these-traits]
* Traits are added to a custom **Accoil group** of properties in HubSpot
* You’ll find them in **Contact** and **Company** properties
* They follow the format:
`Accoil [WorkspaceName] [TraitName]`
\_(spaces removed from the workspace name)\_
Example: `Accoil_TrialUsers_EngagementScore`
### Displaying Traits in HubSpot [#displaying-traits-in-hubspot]
To view these traits on a contact or company record:
* Open the record
* Click **Edit View**
* Add the relevant **Accoil properties** to your visible fields
Once added, these properties can be used in:
* Filters
* Lists
* Reports
* Workflows
***
### Viewing Accoil Insights in the HubSpot Widget [#viewing-accoil-insights-in-the-hubspot-widget]
Once connected, the **Accoil app** can be added to your HubSpot contact and company views. You can also install it directly from the **HubSpot App Marketplace**.
The widget appears on the right-hand side of a record and includes the same four tabs used across Accoil’s integrations:
| Tab | What it shows |
| ----------- | --------------------------------------------------------------------------------------- |
| **Summary** | A high-level overview of account health, based on your configured summary workspace |
| **Account** | Group-level metrics like engagement score, activation, adoption, and segment membership |
| **User** | User-specific data: engagement score, last active, usage frequency, etc. |
| **Info** | Definitions and context to help interpret what you're seeing |
The widget reflects real-time data from Accoil and supports **workspace switching** using the dropdown at the bottom.
***
### Take Action from Accoil in HubSpot [#take-action-from-accoil-in-hubspot]
You can trigger actions in HubSpot directly from Accoil—both automatically through rules and manually via the UI.
### Automation Actions [#automation-actions]
Within Accoil Automation Rules, you can configure HubSpot as a destination for two types of actions:
* **Create Task**
Assigns a task to the owner of a contact or company in HubSpot
* **Add Timeline Event**
Adds a custom event to the company’s timeline, useful for tracking key milestones or behavioral triggers
### Manual Actions [#manual-actions]
You can also manually create HubSpot tasks from within Accoil:
* From any **individual user or group workspace**
* Or by selecting **multiple users or groups** in a list view
Open the **Actions menu**, then choose **Create HubSpot Task** to assign next steps inside HubSpot.
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Connect Accoil to HubSpot [#how-to-connect-accoil-to-hubspot]
1. In Accoil, go to **Settings > Connections**
2. Select **HubSpot**, then click **Connect**
3. Authorize Accoil to access your HubSpot workspace
4. Once authorized, the widget and data sync will be enabled
You can also find and install the **Accoil app from the HubSpot Marketplace** to add the widget to your record views.
***
### What Traits Are Synced [#what-traits-are-synced]
You have full control over which traits are synced and from which Accoil workspaces.
### Workspace Sync Control [#workspace-sync-control]
* **Enable or disable syncing** for each workspace
* For each enabled workspace, you can choose to sync:
* **Segment names only**, or
* **All traits**, including engagement, activation, adoption, etc.
### Naming Format [#naming-format]
Synced traits follow this naming pattern:
```
Accoil_[WorkspaceName]_[TraitName]
```
* All spaces in the workspace name are removed
* Traits appear in the **Accoil property group** in HubSpot
Example: `Accoil_PayingCustomers_ActivationRate`
### Automatic Cleanup [#automatic-cleanup]
If you:
* Disable a workspace, or
* Change sync settings (e.g. from all traits to segment names only)
Accoil will automatically **archive** the previously synced properties for that workspace in HubSpot.
***
### How Matching Works [#how-matching-works]
### Default Matching [#default-matching]
By default, Accoil matches records using:
* **Users** → matched to **Contacts** via **email address**
* **Groups** → matched to **Companies** via **company name** or **company domain**
### Custom Matching [#custom-matching]
You can override the default matching logic to use **custom traits** in Accoil and **custom properties** in HubSpot.
To do this:
* Choose the Accoil trait you want to use for matching (e.g. `tracking_id`)
* Select the corresponding HubSpot property to match against
For custom properties to be available for matching, they must be set as **unique fields** in HubSpot. If a property is not marked as unique, Accoil cannot use it for matching.
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Accoil + HubSpot Helps |
| -------------------- | --------------------------------------------------------------------- |
| **Sales** | Prioritize leads by product usage; assign follow-ups automatically |
| **Marketing** | Build lifecycle campaigns based on activation or segment entry |
| **Customer Success** | Monitor engagement and health signals from accounts in your pipeline |
| **Support** | Reference usage context when reviewing tickets in HubSpot Service Hub |
***
### Troubleshooting [#troubleshooting]
* **Widget not visible?** Make sure the Accoil app is added to your contact or company view
* **Traits missing?** Ensure the workspace is enabled for sync, and that the trait type is set to “All traits”
* **No match?** Check if the user or group has the matching trait in Accoil and that the HubSpot property is marked as unique (if using a custom match)
Still stuck? Reach out to Accoil support via chat or email.
***
### Summary [#summary]
The HubSpot integration connects product insights to the heart of your customer workflows. From synced traits to embedded widgets to automated follow-ups, Accoil helps your team respond faster, prioritize smarter, and engage more effectively—right from your CRM.
Have suggestions or need something more? Let us know—we’re building with your workflows in mind.
# Connections Overview
Source: https://docs.accoil.com/docs/connections
Integrate Accoil engagement scores with the other tools your team uses.
Sync real-time product engagement traits from Accoil into Attio for smarter workflows and enriched customer data.
Connect an Atlassian Marketplace partner account to Accoil, find the required vendor and product IDs, and sync app license data to matching accounts.
Sync Accoil traits onto HubSpot contacts and companies, add the Accoil widget to records, and create tasks from your automation rules.
Bring real-time product engagement data into Intercom to personalize conversations and automate targeting.
Install the Accoil widget in Jira Service Management so agents see account and user engagement in the request sidebar while handling tickets.
Manage the OpenAI, Claude, and Perplexity connections Accoil uses to write summaries, supply your own API key, or disable a model entirely.
Send Accoil engagement traits to Segment with identify and group calls, trigger events from automation rules, and connect using a write key.
Connect Slack to receive Accoil automation alerts in your channels and use slash commands to look up users, accounts, and engagement data.
Compare the three kinds of Accoil connection: widgets that show live data, DataSync that pushes traits, and actions that trigger follow-ups.
Add the Accoil widget to Zendesk Support tickets and Zendesk Sell leads so agents see engagement, activation, and adoption while they work.
# Intercom Connections
Source: https://docs.accoil.com/docs/connections/intercom-connections
Bring real-time product engagement data into Intercom to personalize conversations and automate targeting.
### 🧩 Overview [#-overview]
Accoil’s Intercom integration gives your teams access to real-time product usage insights—right inside Intercom. Whether you’re chatting with users, segmenting audiences, or sending targeted messages, Accoil helps you act on what users are *actually doing* in your product.
With this integration, you can:
* Sync engagement scores, segments, and activation metrics to **Intercom attributes**
* View live Accoil data in the **Intercom Inbox widget**
* Automate workflows by **adding tags** to users or companies from Accoil
***
## What you can do in Intercom [#what-you-can-do-in-intercom]
***
### Use Accoil Traits in Intercom [#use-accoil-traits-in-intercom]
Accoil syncs user and account traits into Intercom every **6 to 24 hours**. These traits appear as **custom attributes** on Intercom users and companies, and can be used to:
* Filter or segment users and accounts
* Power targeted in-app messages, chat, or email campaigns
* Inform your support or sales workflows with real product context
### Where to Find These Traits [#where-to-find-these-traits]
* Traits appear in the user or company’s property list
* They follow the format:
`Accoil [WorkspaceName] [TraitName]`
\_(spaces removed from the workspace name)\_
* You may need to **manually add these fields to your view** when looking at a user or company in Intercom
***
### Viewing Accoil Insights in the Intercom Inbox [#viewing-accoil-insights-in-the-intercom-inbox]
Accoil’s Intercom widget appears by default on the right-hand side of every user conversation—no setup or customization needed. Simply expand the sidebar to see it.
The widget shows **live insights** across four tabs:
| Tab | What it shows |
| ----------- | ----------------------------------------------------------------------------------------- |
| **Summary** | A top-level view of account health based on your summary workspace |
| **Account** | Account-level metrics like engagement score, activation, adoption, and segment membership |
| **User** | User-specific metrics such as engagement score, last active date, and usage frequency |
| **Info** | Definitions and context for each metric, to help you interpret what you're seeing |
### Switching Workspaces [#switching-workspaces]
If no data appears or you want to view different segments:
* Use the **Workspace dropdown** at the bottom of the widget
* Select any workspace you have access to in Accoil
* This only applies to the **Inbox widget** and allows you to tailor the view
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Connect Accoil to Intercom [#how-to-connect-accoil-to-intercom]
1. In Accoil, go to **Settings > Connections**
2. Select **Intercom** and click **Connect**
3. Authorize Accoil to access your Intercom workspace
That’s it—trait syncing and the Intercom widget will be available immediately.
You can also install Accoil from the **Intercom App Store**.
***
### What Traits Are Synced to Intercom [#what-traits-are-synced-to-intercom]
You control what gets synced, and from which Accoil workspaces.
**Workspace Sync Control**
* You can **enable or disable syncing per workspace** (within each product)
* For each workspace, you can choose to sync:
* **Segment names only**, or
* **All traits** (engagement, activation, adoption, etc.)
### Naming Format [#naming-format]
Synced traits use this naming convention:
```
Accoil_[WorkspaceName]_[TraitName]
```
* Spaces are removed from the workspace name
* These appear as user or company attributes in Intercom
Example: `Accoil_TrialUsers_ActivationRate`
### Automatic Cleanup [#automatic-cleanup]
If you change a workspace’s sync settings or disable it:
* Accoil will **automatically archive** the previously synced traits on the corresponding Intercom objects.
***
### How Matching Works [#how-matching-works]
Every six hours Accoil attempts to match users in Accoil to users in Intercom. Once a user is matched syncing traits is possible.
### Users [#users]
* Users are matched by **email address**
### Companies (Accounts) [#companies-accounts]
* Accoil **groups** (accounts) are matched to Intercom **companies** via the user
* When a user is matched, Accoil pushes the group traits (for the group that user belongs to) onto the **company associated with that user** in Intercom
This allows you to see group-level insights at the company level in Intercom—even without direct matching on company name.
***
### Tagging Users and Companies (Automation) [#tagging-users-and-companies-automation]
You can use **Accoil Automation Rules** to add tags to users or companies in Intercom:
* Triggered when a user enters a segment, hits an activation milestone, or any custom rule
* Select **Add Tag in Intercom** as the action when building your rule
* Choose whether the tag is applied to the user or the associated company
Example: Automatically tag users as `at-risk` in Intercom when they drop below an engagement threshold
***
### Manual Tagging from Accoil [#manual-tagging-from-accoil]
You can also manually tag users or groups in Intercom from within Accoil:
1. Go to a user or group list view
2. Select one or more records
3. Open the **Actions** dropdown
4. Choose **Add Intercom Tag**
The tag will be added directly to the corresponding record in Intercom—ideal for quick follow-ups or internal workflows.
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Accoil + Intercom Helps |
| -------------------- | -------------------------------------------------------------------- |
| **Support** | See user health, last activity, and adoption before replying |
| **Customer Success** | Identify users/accounts needing outreach based on segments or scores |
| **Sales** | Personalize follow-up based on activation or feature usage |
| **Marketing** | Send behavior-based in-app messages or emails to qualified users |
***
### Troubleshooting [#troubleshooting]
* **Widget isn’t showing?** Make sure the sidebar is expanded during an Intercom conversation
* **No data showing in the widget?** Try switching to a different workspace using the dropdown
* **Traits missing in Intercom?** Check if the workspace is enabled and set to sync all traits
* **Company data missing?** Ensure the Intercom user is associated with a company, and that user exists in Accoil
Still stuck? Reach out to the Accoil team via chat or email.
***
### Summary [#summary]
The Intercom integration brings Accoil insights into every part of your workflow—from conversations to campaigns. Use the Inbox widget to respond with full context, segment users with precision, and automate tagging based on real behavior.
Want to do more with Intercom and Accoil? Let us know—we're building based on what you need.
# Jira Service Management Connections
Source: https://docs.accoil.com/docs/connections/jira-service-management-connections
Install the Accoil widget in Jira Service Management so agents see account and user engagement in the request sidebar while handling tickets.
### Overview [#overview]
The Accoil integration for Jira Service Management gives your support team instant access to real-time product engagement data—right alongside every issue or request. No switching tabs, no digging through tools.
By adding Accoil to Jira Service Management, your team can:
* See user and account activity at a glance while handling requests
* Quickly assess engagement health, activation, and adoption
* Respond with greater context and prioritize high-value or at-risk customers
***
### What You Can Do in Jira [#what-you-can-do-in-jira]
***
### Where You'll See the Accoil Widget [#where-youll-see-the-accoil-widget]
Once installed, the Accoil widget appears automatically within **Jira Service Management** tickets.
* **Request Sidebar** – See live user and account insights directly in the ticket view
This gives your support agents immediate context—without needing to leave Jira.
***
### What You’ll See in the Widget [#what-youll-see-in-the-widget]
The widget includes four tabs to give you a complete picture of the user and their associated account:
| Tab | Description |
| ----------- | --------------------------------------------------------------------------------------------- |
| **Summary** | A high-level overview of account health, based on your configured summary workspace in Accoil |
| **Account** | Group-level metrics like engagement score, activation rate, adoption, and segment membership |
| **User** | User-specific insights: engagement score, last active date, usage frequency, and segments |
| **Info** | Definitions and context for each metric to help you interpret the data quickly |
All data is live from Accoil and reflects the most up-to-date product behavior.
***
### Switching Workspaces [#switching-workspaces]
The data shown in the widget is tied to your Accoil **workspaces**—such as “Trial Users,” “Paying Customers,” or “Power Users.”
If the widget appears blank or not as expected:
* Use the **Workspace dropdown** at the bottom of the widget
* Select a different workspace that you have access to in Accoil
* Switching workspaces refreshes the data shown in real time
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Install [#how-to-install]
The Accoil app is available now via the **Atlassian Marketplace** and is free to install.
To install:
1. In Accoil, go to **Settings > Connections**
2. Find the **Jira Service Management** connection
3. Click **Install via Atlassian Marketplace**
4. Follow the prompts to authorize and install the app
5. The Accoil widget will now appear automatically in your Jira Service Management tickets
No additional configuration is required once the app is installed.
***
### User Authentication [#user-authentication]
Each Jira user will need to **log in to their Accoil account directly from the widget** the first time they access it.
* Once logged in, the widget will show engagement data for matched users and accounts
* Users only need to authenticate once
No extra setup or installation is required for individual users—just login via the widget.
***
### How Matching Works [#how-matching-works]
Accoil matches users in Jira to users in your Accoil workspace using the **email address**.
If the email associated with the reporter or customer in Jira matches a user in Accoil, the widget will automatically display their data.
*Ensure the email in Jira exactly matches the user’s email in Accoil.*
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Accoil in Jira Helps |
| ----------------- | ---------------------------------------------------------------------- |
| **Support** | Quickly assess user health and usage before responding to requests |
| **Success** | Identify at-risk users or newly onboarded customers needing attention |
| **Product & Ops** | Understand feature adoption directly within issue resolution workflows |
***
### Troubleshooting [#troubleshooting]
If the widget isn’t working as expected:
* **Widget not visible?** Confirm the app is installed and your user has permission to view apps in Jira
* **No data showing?** Make sure the Jira user’s email matches a user in Accoil (for the selected workspace)
* **Blank widget?** Try switching to a different workspace using the dropdown in the widget
Still stuck? Reach out to the Accoil team via chat or email—we’re here to help.
***
### Summary [#summary]
The Jira Service Management integration helps your team resolve issues faster and with more context. By seeing real-time user and account engagement data alongside every request, your support and success teams can take action confidently—right from where they already work.
Have ideas for what else we should support? Let us know—we build Accoil with your workflows in mind.
# LLM Connections (OpenAI, Claude & Perplexity)
Source: https://docs.accoil.com/docs/connections/llm-connections-openai-claude-perplexity
Manage the OpenAI, Claude, and Perplexity connections Accoil uses to write summaries, supply your own API key, or disable a model entirely.
## Overview [#overview]
Accoil uses large language models (LLMs) like **OpenAI**, **Claude** (by Anthropic), and **Perplexity** to help turn complex behavioral data into clear, natural-language insights.
LLMs are used to **generate summaries**—not to analyze raw data. All metrics and engagement signals are still generated internally by Accoil. The role of the LLM is to take an anonymized set of insights and translate them into easy-to-read summaries that help teams understand the full context behind user behavior.
This guide explains how to manage these LLM connections, including:
* Disabling them
* Using your own API key
* Understanding how and where they're used
***
## What these LLM connections do [#what-these-llm-connections-do]
When Accoil generates a summary (e.g. for a company health workspace), we:
1. Calculate all user and group metrics internally
2. Generate structured insights based on behavior
3. Send an **anonymized** version of these insights to the selected LLM (e.g. OpenAI)
4. Receive a clear, written summary in return—ready for use across Accoil and other tools like Intercom or HubSpot
## Why it matters [#why-it-matters]
LLM-generated summaries help you:
* **Sales**: Turn engagement data into compelling narratives for outreach
* **Customer Success**: Understand account activity at a glance
* **Support**: Get readable context behind user actions—without digging through metrics
You’ll see LLM-powered summaries in dashboards, workspaces, and widgets where summaries are enabled.
***
## Managing LLM usage [#managing-llm-usage]
By default, all available LLMs are **enabled** for use in Accoil.
You can manage each LLM connection individually by choosing one of three options:
### 1. Use the default Accoil API key [#1-use-the-default-accoil-api-key]
This is the default behavior. Accoil will use our secure API connection to the selected LLM (e.g. OpenAI or Claude).
### 2. Use your own custom API key [#2-use-your-own-custom-api-key]
If your company prefers to manage LLM usage through your own billing or access controls, you can provide your own API key.
* This gives you full control over LLM usage
* Your key will be used for any summaries or LLM-powered features in Accoil
### 3. Disable this LLM [#3-disable-this-llm]
This option completely disables the selected LLM for your workspace.
* That LLM will not be available for summary generation
* Any summaries or features relying on it will fall back to raw insights only
* The LLM will no longer appear in workspace settings or insight preferences
*This is useful if you need to restrict usage for compliance or policy reasons.*
***
## Privacy & data handling [#privacy--data-handling]
All data sent to LLM providers is:
* **Anonymized** (no user names, company names, or identifying fields)
* Limited to **structured, pre-processed insights**, not raw events
* Sent only for the purpose of generating the summary you requested
You retain full control over which models are used and when.
***
## How to configure [#how-to-configure]
1. Go to **Settings > Connections**
2. Click on the model you’d like to manage (OpenAI, Claude, or Perplexity)
3. Choose your preferred **API mode**:
* Use the default Accoil API key
* Use your own custom API key
* Disable (do not use this connection)
4. Save your changes—Accoil will apply your preferences immediately
***
## Available LLM Integrations [#available-llm-integrations]
| Model | Status | Notes |
| ---------------------- | ----------- | ------------------------------------------- |
| **OpenAI** | ✅ Available | Uses GPT models via secure API |
| **Claude** (Anthropic) | ✅ Available | Ideal for longer-form summaries |
| **Perplexity** | 🧪 In Beta | Currently being tested—limited availability |
***
## Use cases by team [#use-cases-by-team]
| Team | How LLMs Help |
| ----------------------- | ---------------------------------------------------------- |
| **Sales** | Instantly understand key signals before a call |
| **Customer Success** | Scan detailed but readable summaries of engagement |
| **Support** | Get natural-language breakdowns of recent user behavior |
| **Marketing / Product** | Review patterns in activation, adoption, or churn triggers |
***
## Summary [#summary]
LLMs make Accoil insights more accessible to your whole team—transforming raw data into actionable stories. You can control exactly how these models are used by enabling, disabling, or bringing your own keys. Everything is private, secure, and designed to help you move faster with more clarity.
Questions about LLMs or advanced usage? Reach out—we’re happy to help you tailor Accoil to your needs.
# Segment Connections
Source: https://docs.accoil.com/docs/connections/segment-connections
Send Accoil engagement traits to Segment with identify and group calls, trigger events from automation rules, and connect using a write key.
### Overview [#overview]
The Segment integration makes it easy to send product engagement data from Accoil into your data pipeline. Whether you're syncing traits for enrichment or triggering events in real time, Accoil connects directly to your Segment source with no setup overhead.
By connecting Accoil to Segment, you can:
* Send **Identify** and **Group** calls with engagement traits on a per-workspace basis
* Trigger **custom events or trait updates** via Accoil Automation Rules
* **Manually sync traits** for users or groups at any time
***
## What you can do with Segment [#what-you-can-do-with-segment]
***
### Sync Traits from Accoil to Segment [#sync-traits-from-accoil-to-segment]
Accoil syncs traits from your configured workspaces to Segment on a regular basis. You can:
* Enable or disable syncing per workspace
* Choose to sync either:
* **Segment names only**, or
* **All traits** (including engagement score, activation, adoption, last active, etc.)
These traits are sent using standard **Identify** (for users) and **Group** (for accounts) calls in Segment.
### How It Works [#how-it-works]
* **Users** are identified by their `tracking_id`
* **Groups** are identified by their `group_id`
* For **Group** calls, Segment requires a `userId`, so Accoil uses the `userId` of the **oldest active user** in the group
Traits follow the same naming convention used across integrations:
`Accoil_[WorkspaceName][TraitName]` *(with spaces removed from the workspace name)*
***
### Use Segment in Automation Rules [#use-segment-in-automation-rules]
Accoil also allows you to trigger real-time actions in Segment via automation:
* **Send Trait** – Update a user or group trait dynamically
* **Send Event** – Send a custom event (e.g., `HighEngagementAlert`, `ChurnRiskEntered`) to Segment
These events can then be picked up by other tools in your Segment ecosystem for personalized messaging, analytics, or orchestration.
***
### Manually Trigger a Trait Sync [#manually-trigger-a-trait-sync]
In addition to regular syncs, you can manually trigger a sync for any user or group:
* From any user or group workspace in Accoil
* Or from a list view by selecting one or more entities
* Use the **Actions dropdown** and choose **Sync to Segment**
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Connect Accoil to Segment [#how-to-connect-accoil-to-segment]
There’s **no authentication or OAuth flow** required.
To connect:
1. In Accoil, go to **Settings > Connections**
2. Find **Segment** and click **Connect**
3. Paste in your **Segment write key**
(We recommend using a **Segment HTTP API Source** for this connection)
That’s it—once saved, Accoil will we able to start sending data to Segment for all enabled workspaces.
***
### Controlling Trait Sync per Workspace [#controlling-trait-sync-per-workspace]
You can configure sync settings for each workspace individually:
* **Enable or disable syncing** for the workspace
* Choose to sync:
* **Segment names only**, or
* **All traits**, including engagement score, activation, adoption, last active, and more
These settings determine what data is included in the **Identify** and **Group** calls to Segment.
### Trait Naming Convention [#trait-naming-convention]
The traits Accoil sends to Segment follow the **same naming format used in Intercom and HubSpot**, so your teams can work with consistent field names across tools:
```
Accoil_[WorkspaceName]_[TraitName]
```
* The workspace name has **all spaces removed**
* The trait name is appended directly after
**Example:** For a workspace named `Trial Users`, the engagement score trait would appear as:
`Accoil_TrialUsers_EngagementScore`
These traits will appear in Segment as part of the `traits` object in Identify and Group calls, making them easy to route into downstream tools like Customer.io, Amplitude, or your data warehouse.
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Segment + Accoil Helps |
| ------------------------- | --------------------------------------------------------------------------------------- |
| **Data & Analytics** | Enrich Segment workspaces with product traits for analysis or modeling |
| **Growth / Marketing** | Use Accoil traits in downstream tools for targeted messaging |
| **Customer Success** | Monitor product behavior and trigger alerts in CRMs or dashboards |
| **Engineering / DataOps** | Integrate product usage data into your broader data stack without extra instrumentation |
***
### Troubleshooting [#troubleshooting]
* **Not seeing traits in Segment?** Check that the write key is correct and the source is active
* **No traits for a specific workspace?** Make sure syncing is enabled and set to “All traits”
* **Manual sync not working?** Confirm the user or group has a valid `tracking_id` or `group_id`
Still need help? Reach out to the Accoil team—we’re happy to assist.
***
### Summary [#summary]
The Segment integration is the fastest way to get Accoil’s engagement data into your analytics and orchestration tools. With Identify and Group calls, automation triggers, and simple setup via write key, it’s a low-effort, high-impact connection for data-rich teams.
Have more advanced use cases? Let us know—we’d love to hear how you’re using Segment with Accoil.
# Slack Connections
Source: https://docs.accoil.com/docs/connections/slack-connections
Connect Slack to receive Accoil automation alerts in your channels and use slash commands to look up users, accounts, and engagement data.
### 🧩 Overview [#-overview]
Slack has become the go-to hub for team communication—and with Accoil’s Slack integration, your product engagement insights can live there too.
By connecting Accoil to Slack, you’ll:
* Get real-time or daily **automation alerts** about user and account behavior
* Use simple **slash commands** to look up users, accounts, and engagement data
* Stay on top of what matters—without switching tools
Whether you’re in Sales, Support, Success, or Product, this integration brings Accoil insights straight to where your team works.
## What you can do in Slack [#what-you-can-do-in-slack]
***
### Alerts & Notifications [#alerts--notifications]
One of the most powerful features of the Slack integration is receiving **automation alerts** directly in your Slack channels. These alerts are based on the automation rules you've set up in Accoil.
You’ll receive updates when:
* A user or account enters a key segment
* A new user signs up
* An activation milestone is reached
* An engagement score changes significantly
* Any custom rule is triggered
### Types of Alerts: [#types-of-alerts]
* **Real-time alerts**: Sent as soon as the event happens
* **Daily summaries**: A digest of rule-based events, sent once per day
These alerts help your team stay informed and act quickly—without needing to log in to Accoil.
***
### Slash Commands [#slash-commands]
Accoil also supports slash commands so you can look up live engagement data anytime, right from Slack.
All responses are **private to you**—they won’t be posted to the channel.
| Slash Command | What it does |
| ------------------------------ | ----------------------------------- |
| `/accoil` | View the list of commands available |
| `/accoil top users` | See your most engaged users |
| `/accoil top accounts` | View your top-performing accounts |
| `/accoil user [name/email/id]` | Search for an individual user |
| `/accoil account [name or ID]` | Search for a specific account |
***
### Switching Workspaces [#switching-workspaces]
All engagement data in Slack is tied to a **workspace**—such as *All Users*, *Trial Accounts*, or *Enterprise Customers*.
If you're not seeing data or want to view results from a different workspace:
* Use the **Change Workspace** button at the bottom of any result
* Select from any workspace (across products) that you have access to in Accoil
This is especially helpful if you're working across different customer types or product environments.
## Admin Setup & Configuration [#admin-setup--configuration]
***
### Connecting Accoil to Slack [#connecting-accoil-to-slack]
To connect Accoil to your Slack workspace:
1. In Accoil, go to **Settings > Connections**
2. Find **Slack** and click **Connect**
3. Follow the Slack authorization flow to install the Accoil app
4. Done! Accoil can now send alerts and you access slash commands via `/accoil`
***
### Setting Up Automation Alerts [#setting-up-automation-alerts]
To send engagement updates to Slack:
1. Go to **Automations** in Accoil
2. Create or edit a rule
3. Add an **Action** → choose **Send to Slack**
4. Choose the Slack channel and whether the alert should be real-time or daily
5. Save and activate the rule
You can create alerts for things like:
* Users entering/leaving a segment
* Activation score changes
* Key product events
* Custom rules based on your data
You can send different alerts to different channels, keeping each team informed with what matters most to them.
***
### Who Can Use the Slack Integration? [#who-can-use-the-slack-integration]
Once the Slack integration is connected:
* **Any Slack user** can **see alerts**, as long as they have access to the Slack channel where the alert is posted—*even if they don’t have access to Accoil.*
* **Only users with access to Accoil** can:
* Use **slash commands** to retrieve user or account data
* Switch **workspaces** from within Slack
No individual setup is required—once connected, everything works automatically based on Slack and Accoil access.
***
### Use Cases by Team [#use-cases-by-team]
| **Team** | **How Slack + Accoil helps** |
| -------------------- | ------------------------------------------------------------ |
| **Customer Success** | Get notified when accounts go inactive or show churn signals |
| **Sales** | See when leads spike in activity or become qualified |
| **Support** | Quickly look up last active status and account health |
| **Product** | Monitor adoption and activation events across key segments |
| **Marketing** | Track engagement of campaign-driven signups |
***
### Troubleshooting [#troubleshooting]
* **Not seeing any data in results?** Try switching your workspace
* **Alerts not appearing in Slack?** Double-check the automation rule and channel settings. Make sure the rule is enabled
* **Slash commands not working?** Make sure the Accoil app is installed in your Slack workspace
***
### Summary [#summary]
The Slack integration makes Accoil's insights actionable where your team already communicates. Use it to stay ahead of user behavior, streamline collaboration, and make decisions faster—with no extra effort.
Questions? Feedback? Let us know—we’re always improving how Accoil fits into your day.
# Understanding Connections
Source: https://docs.accoil.com/docs/connections/understanding-connections
Compare the three kinds of Accoil connection: widgets that show live data, DataSync that pushes traits, and actions that trigger follow-ups.
## Overview [#overview]
Accoil connects to the tools your teams already use—CRMs, support systems, messaging platforms, and more—so you can take action on product behavior and engagement data in real time.
Our integrations help teams **view**, **sync**, and **act** on product data without needing to switch tools or copy-paste insights manually.
***
## Integration Types [#integration-types]
Accoil offers three types of connections:
### 1. Widget (Live View in Other Tools) [#1-widget-live-view-in-other-tools]
Embed live engagement data directly into tools like **HubSpot**, **Intercom**, or **Jira Service Management**. You’ll see live engagement scores, activation status, adoption metrics, and health summaries—all within user or account records in your CRM or support tool.
**Example**: A sales rep views a contact in HubSpot and sees their Accoil engagement score and recent activity in a side panel.
***
### 2. DataSync (Push Traits to External Tools) [#2-datasync-push-traits-to-external-tools]
Automatically sync key Accoil traits—such as **engagement score, activation rate, adoption, and segment membership**—into your connected tools as custom fields or properties.
These traits are updated regularly (every 6–24 hours) for matched users and groups, and can be used for workflows, segmentation, personalization, or reporting.
**Example**: A marketer uses engagement scores synced into HubSpot to build a reactivation email campaign.
***
### 3. Actions (Trigger Follow-ups from Accoil) [#3-actions-trigger-follow-ups-from-accoil]
Trigger actions in other platforms directly from Accoil. This includes:
* Creating tasks in HubSpot
* Tagging users in Intercom
* Sending traits or events to Segment
Actions can be triggered manually or through Accoil’s automation rules, letting your teams respond to changes in engagement in real time.
**Example**: A Customer Success Manager gets a task in HubSpot when an account drops below the activation threshold.
***
## What Traits Does Accoil Sync? [#what-traits-does-accoil-sync]
Accoil pushes key traits to external platforms. These traits can be tied to individual users or accounts (groups), depending on the integration.
| Trait | Description | Format in External Tool |
| ------------------------------------------- | ------------------------------------------- | ---------------------------------------- |
| **Engagement Score** | Real-time score based on user behavior | `Accoil_[WorkspaceName]_Score` |
| **Segment Membership** | Segments a user or account belongs to | `Accoil_[WorkspaceName]_Segments` |
| **Activation Rate** | Percent of activation steps completed | `Accoil_[WorkspaceName]_Activation` |
| **Adoption (Recent)** | Feature adoption over the engagement period | `Accoil_[WorkspaceName]_Adoption_Recent` |
| **Adoption (Ever)** | Lifetime feature adoption | `Accoil_[WorkspaceName]_Adoption_Ever` |
| **Last Active** | Last seen date | `Accoil_[WorkspaceName]_LastActive` |
| **Frequency** | Days active in the last X days | `Accoil_[WorkspaceName]_Frequency` |
| **Active Users** *(for accounts)* | Number of active users in an account | `Accoil_[WorkspaceName]_ActiveUsers` |
| **Total Users** *(for accounts)* | Total number of users in an account | `Accoil_[WorkspaceName]_TotalUsers` |
**Workspace Name** refers to the name of the workspace in Accoil (e.g. `TrialUsers`, `PayingCustomers`). Spaces are removed when forming the property name.
***
## Integration Providers [#integration-providers]
Here’s what each provider supports:
| Tool | Widget | DataSync | Actions |
| ------------ | ----------- | -------- | ------- |
| **HubSpot** | ✅ | ✅ | ✅ |
| **Intercom** | ✅ | ✅ | ✅ |
| **Segment** | ❌ | ✅ | ✅ |
| **Attio** | ❌ | ✅ | ❌ |
| **Jira** | ✅ | ❌ | ❌ |
| **Zendesk** | ✅ | ❌ | ❌ |
| **Slack** | 🔁 *Custom* | ❌ | ✅ |
Note: Slack allows for querying and actions.
Each provider has its own connection method and configuration steps. See individual integration guides for detailed setup.
***
## LLM Integrations [#llm-integrations]
Accoil supports several large language models (LLMs) to power insights and summaries.
You can:
* Disable LLMs entirely
* Provide your own API key for more control
### Supported Models: [#supported-models]
* **Perplexity** *(Beta)*
* **OpenAI**
* **Claude (Anthropic)**
LLMs are used for features like summaries and natural you remain in full control of what’s used. No identifying data such as account names or user names is ever passed to the LLM.
***
## Example Use Cases by Team [#example-use-cases-by-team]
### Sales [#sales]
* Prioritize leads based on product engagement (via HubSpot)
* View real-time usage inside CRM records
### Customer Success [#customer-success]
* Get alerts when accounts show signs of risk
* Create follow-up tasks for accounts with low activation
### Marketing [#marketing]
* Trigger campaigns based on product behavior (via HubSpot or Segment)
* Target reactivation messaging to low-engagement segments
### Support [#support]
* View user activity and health in Intercom or Zendesk
* Prioritize support based on last active or adoption metrics
***
## Questions? [#questions]
If you’re unsure which integration type is best for your workflow—or you’d like to request a new integration—reach out to the Accoil team via chat or email.
# Zendesk Connections
Source: https://docs.accoil.com/docs/connections/zendesk-connections
Add the Accoil widget to Zendesk Support tickets and Zendesk Sell leads so agents see engagement, activation, and adoption while they work.
### Overview [#overview]
With the Accoil integration for Zendesk, your Support and Sales teams get instant access to real-time product engagement data—right where conversations happen. No switching tabs, no digging for data.
By adding Accoil to Zendesk, you can:
* See **user and account activity** at a glance while handling tickets or leads
* Quickly assess **engagement health, activation**, and **adoption**
* Tailor responses and outreach based on real usage, not just guesswork
***
## What you can do in Zendesk [#what-you-can-do-in-zendesk]
***
***
### Where You'll See the Accoil Widget [#where-youll-see-the-accoil-widget]
Once installed, the Accoil widget appears automatically in both **Zendesk Support** and **Zendesk Sell**:
### Zendesk Support [#zendesk-support]
* **Ticket Sidebar** – See product engagement while resolving a support ticket
* **Person Details Page** – View user and account health in one place
### Zendesk Sell [#zendesk-sell]
* **Lead Details Page** – See if a lead is active, activated, or needs nudging
* **Person Details Page** – Get key behavioral signals to guide your next step
***
### What You’ll See in the Widget [#what-youll-see-in-the-widget]
The Accoil widget includes four tabs to give you a full view of the user and their associated account:
| Tab | Description |
| ----------- | --------------------------------------------------------------------------------------------- |
| **Summary** | A high-level overview of account health, based on your configured summary workspace in Accoil |
| **Account** | Account-level metrics like engagement score, activation rate, and adoption trends |
| **User** | Individual user insights: last active, engagement score, segment membership, etc. |
| **Info** | Helpful definitions for interpreting what each metric means |
Data is live from Accoil and reflects the most up-to-date user and account activity.
***
### Switching Workspaces [#switching-workspaces]
Engagement data in the widget is tied to your **Accoil workspaces**—like “Trial Users,” “Customers,” or “Power Users.”
If the widget looks empty or isn’t showing what you expect:
* Use the **Workspaces dropdown** at the bottom of the widget
* Select a different workspace that you have access to in Accoil
* Workspaces are shared across products, and switching views will refresh the data shown
***
## Admin Setup & Configuration [#admin-setup--configuration]
***
### How to Install [#how-to-install]
To install:
1. In Accoil, go to **Settings > Connections**
2. Find the **Zendesk** connection
3. Click **Install via Zendesk Marketplace**
4. Approve the app when redirected to Zendesk
5. The Accoil app will now appear automatically in Zendesk
No additional configuration is required to enable the integration.
***
### User Authentication [#user-authentication]
Each Zendesk user will need to **log in to their Accoil account directly from the widget** the first time they use it.
Once logged in, the widget will display engagement data for matched users and accounts.
No individual app setup or installation is needed—just log in once via the widget.
***
### How Matching Works [#how-matching-works]
Accoil matches Zendesk users to your Accoil workspace using the **email address**.
If the email on a Zendesk ticket, lead, or person matches a user in Accoil, the widget will automatically display data for that record.
*Make sure the user’s email in Zendesk exactly matches the email in Accoil.*
***
### Use Cases by Team [#use-cases-by-team]
| Team | How Accoil in Zendesk Helps |
| ---------------------- | -------------------------------------------------------------------- |
| **Support** | Quickly assess user health and recent activity before responding |
| **Sales** | Tailor messaging to match product usage and identify qualified leads |
| **Account Management** | Spot upsell opportunities or early signs of risk from within Zendesk |
***
### Troubleshooting [#troubleshooting]
If the widget isn’t working as expected:
* **Widget not visible?** Make sure your Zendesk user has permission to view apps.
* **No data showing?** Check that the Zendesk contact email matches a user in Accoil in the workspace you are viewing
* **Blank widget?** Try switching to a different workspace using the dropdown.
Still stuck? Reach out to the Accoil team via chat or email—we’re here to help.
***
### Summary [#summary]
The Zendesk integration helps your team act with full context. Whether you’re solving support tickets or working a lead, you’ll have the product engagement insights you need—right there in your workflow.
If there’s something you’d like to do that isn’t supported yet, let us know! We’re always improving Accoil based on real-world feedback.
# Create and customise a dashboard
Source: https://docs.accoil.com/docs/dashboards-and-metrics/create-and-customise-a-dashboard
Create a dashboard for your team and arrange the metric cards, layout, visibility, and feeds it needs.
Custom dashboards let you combine the metric cards your team needs in one place. You can create a dashboard from scratch or duplicate a dashboard and tailor the copy.
***
Suggested dashboards are managed by Accoil. They cannot be deleted and do not count toward your workspace's dashboard limit. Custom dashboards do count toward that limit and can be edited or deleted.
***
### Create a starting point [#create-a-starting-point]
Open a dashboard's **Options** menu to duplicate it, or use **View all dashboards** to see the dashboards available in the workspace. You can also create a dashboard from scratch in Workspace settings.
***
### Set the dashboard name and visibility [#set-the-dashboard-name-and-visibility]
When editing a dashboard, give it a clear name. Choose whether it is listed:
* A listed dashboard appears in the left navigation for people in the workspace.
* A dashboard that is not listed can suit work in progress or a more specialised view.
You can also choose whether to show feeds on the dashboard. Depending on the layout, feeds appear above the dashboard content or in a right-hand column.
***
### Arrange metric cards [#arrange-metric-cards]
Choose **Configure dashboard** from the Options menu to arrange the metric cards on a custom dashboard.
* Drag cards to change their order.
* Use a two-column layout or make an individual card full width.
* Open a card's settings where available to change its display options.
* Remove a card when it no longer belongs in the dashboard.
***
### Add a metric card [#add-a-metric-card]
There are two ways to add a metric card to a custom dashboard:
1. In **Configure dashboard**, choose **Add metric card** and select a metric from the Metric Library. The card is added to the bottom of the dashboard.
2. In the Metric Library, choose **Add to dashboard** on a metric, then choose the custom dashboard that should receive it.
# Dashboards and Metrics Overview
Source: https://docs.accoil.com/docs/dashboards-and-metrics
Assemble the metrics your teams need into dashboards.
Create a dashboard for your team and arrange the metric cards, layout, visibility, and feeds it needs.
Learn how time periods, object context, and incomplete periods affect the metrics shown on a dashboard.
Learn how suggested dashboards, custom dashboards, metric cards, and the Metric Library work together in Accoil.
Start with Accoil's suggested dashboards, then use the right view for the question you are investigating.
Browse the metrics available in Accoil, inspect their context, and add them to a custom dashboard.
# Understand dashboard controls
Source: https://docs.accoil.com/docs/dashboards-and-metrics/understand-dashboard-controls
Learn how time periods, object context, and incomplete periods affect the metrics shown on a dashboard.
Dashboard controls set the context for the metric cards you are viewing. Use them to look at a different period, switch between users and accounts, or select a feature or event where that dashboard supports it.
***
### Change the time period [#change-the-time-period]
Use the time-period control in the top-right of a dashboard to change the reporting window. The available options include 7 days, 14 days, 4 weeks, and 12 weeks.
Time periods affect both the headline values and the charts below them. Compare metrics using the same period when you want to understand whether a number has changed.
***
### Switch between users and accounts [#switch-between-users-and-accounts]
The object control lets you view metrics for users or accounts. A user-level metric describes individual people; an account-level metric groups activity around the account they belong to.
***
### Select a feature or event when available [#select-a-feature-or-event-when-available]
Feature- and event-related dashboards can include a control for choosing the feature or event being analysed. Some metric cards also have their own selection controls for a more specific element.
The controls available depend on the metric card and dashboard you are viewing.
***
### Read an incomplete period [#read-an-incomplete-period]
The latest point in a timeline chart can be grey. Grey indicates that the current day or period is incomplete, so Accoil is still collecting data for it.
Treat an incomplete period as a work in progress rather than a finalized comparison point.
# Understand dashboards and metrics
Source: https://docs.accoil.com/docs/dashboards-and-metrics/understand-dashboards-and-metrics
Learn how suggested dashboards, custom dashboards, metric cards, and the Metric Library work together in Accoil.
Dashboards bring Accoil's product metrics together in one place. Each dashboard is a collection of metric cards that help you investigate a product question, such as how active your customers are, which features they use, or how activation is changing.
***
### Suggested dashboards and custom dashboards [#suggested-dashboards-and-custom-dashboards]
Accoil includes suggested dashboards to give teams a useful starting point. The current suggested dashboards are:
* Activation
* Active
* Engagement
* Events
* Features
* Home
* Retention
* Segments
* Signups
Suggested dashboards are provided by Accoil. They cannot be deleted and do not count toward a workspace's dashboard limit.
***
Custom dashboards are the views your team creates for its own work. You can create one from scratch, duplicate an existing dashboard, choose whether it appears in the dashboard list, and add the metric cards that matter to your team.
### What is a metric card? [#what-is-a-metric-card]
A metric card is an individual piece of a dashboard. It can show a summary, chart, table, or another view of a metric.
Metric cards make a dashboard flexible: a team can start with a suggested dashboard, then create a custom dashboard containing the metrics it uses most often. Some cards have their own settings, such as the level of detail in a summary or where links in a table open.
***
### What is the Metric Library? [#what-is-the-metric-library]
The Metric Library is where you browse the metrics Accoil can show. It provides a description of each metric, related metrics, and controls for the context being viewed. From the library, you can add a metric to a custom dashboard.
The library and the dashboard editor are two routes to the same outcome: assembling a view that answers the question your team has.
***
### How dashboards relate to events, features, and activation [#how-dashboards-relate-to-events-features-and-activation]
Events, features, and activation are still important parts of Accoil's data model and configuration. Dashboards are the main place to analyse them.
* Use events to represent individual product actions.
* Use features to group related events into meaningful product capabilities.
* Configure activation criteria in Workspace settings.
* Use the Events, Features, and Activation dashboards to analyse the resulting metrics.
# Use suggested dashboards
Source: https://docs.accoil.com/docs/dashboards-and-metrics/use-suggested-dashboards
Start with Accoil's suggested dashboards, then use the right view for the question you are investigating.
Suggested dashboards are ready-made collections of metric cards for common product questions. They are a useful place to start when you want a shared view of activity, engagement, adoption, or retention without assembling a dashboard first.
***
### Choose a dashboard by the question you have [#choose-a-dashboard-by-the-question-you-have]
| Dashboard | Use it to explore |
| ---------- | ------------------------------------------------------------------------- |
| Home | A broad view of the metrics your workspace uses most often. |
| Activation | Progress toward the activation criteria configured for users or accounts. |
| Active | How many users or accounts are active over the selected period. |
| Engagement | Engagement and score-related trends. |
| Events | Event activity and event-related metrics. |
| Features | Feature adoption and feature usage. |
| Retention | Returning usage and retention trends. |
| Segments | Segment-related metrics. |
| Signups | Signup-related metrics. |
The metric cards shown on a suggested dashboard are curated by Accoil. Use the card title and description to understand the question each one answers, then open the relevant metric reference for the full definition.
***
### Change the context before comparing a result [#change-the-context-before-comparing-a-result]
Use the controls in the dashboard header to change the period or object you are looking at. Where relevant, dashboards can also let you choose a feature or event.
Changing the period, object, feature, event, or a card-specific control changes the answer shown by the dashboard. Check those controls before comparing a result with another dashboard or a previous report.
***
### Start here, then tailor the view [#start-here-then-tailor-the-view]
Suggested dashboards are not a limit on what your team can report on. When the metrics you need do not belong together in a suggested dashboard, create a custom dashboard and add metric cards from the Metric Library.
# Use the Metric Library
Source: https://docs.accoil.com/docs/dashboards-and-metrics/use-the-metric-library
Browse the metrics available in Accoil, inspect their context, and add them to a custom dashboard.
The Metric Library is where you browse the metrics available in Accoil. Use it to understand what Accoil can measure, find related metrics, and add a metric card to a custom dashboard.
***
### Browse metrics by category [#browse-metrics-by-category]
Metrics are organised into categories. The top category contains Accoil's most recommended and commonly used metrics. There are currently nine categories, with more planned over time.
The Metric Library shows a short description for each metric and related metrics alongside it. The metric reference is the place for the full definition and calculation once that reference is available.
***
### Change the metric context [#change-the-metric-context]
The Metric Library uses the same kinds of controls as dashboards:
* time period
* object context: users or accounts
* feature or event selection where relevant
Use those controls to inspect the metric in the context you need before adding it to a dashboard.
***
### Add a metric to a custom dashboard [#add-a-metric-to-a-custom-dashboard]
Choose **Add to dashboard** on the metric card, then select the custom dashboard that should receive it.
You can also add a metric card while configuring a dashboard. In the dashboard editor, choose **Add metric card** to open the Metric Library; the selected card is added to the bottom of that dashboard.
# Convince your boss
Source: https://docs.accoil.com/docs/evaluating-accoil/convince-your-boss
Editable formal and casual email copy for asking a manager to approve Accoil, covering the value, setup effort, pricing, and security posture.
### How to use this page [#how-to-use-this-page]
If you’re excited about Accoil but need a manager’s sign-off, here are some suggested request copy you can edit, and send. Pick whichever fits your boss’s style — then make small edits so it sounds natural coming from you.
### Formal request \[edit + send] [#formal-request-edit--send]
**Subject:** *Approval request for Accoil – customized product engagement insights*
Hello \[Boss-name],
I’d like your approval to implement Accoil, a platform that lets us build our own customized product engagement scores—a more accurate way to see which customers are truly active, engaged, and more likely to keep paying.
What we get:
* Unique engagement scoring: Goes beyond generic “customer health” by focusing on real usage data, helping us reduce churn and boost retention.
* Real-world results: Other Accoil customers spot at-risk accounts earlier and identify upgrade-ready accounts by tracking feature adoption, activation, and engagement scores.
* Fast setup & low overhead: We can get started within a week, saving us months of heavy implementation and the costs that go with it.
* Strong security and compliance controls with SOC2 and GDPR compliance; there’s a trust center available.
* Reasonable pricing: Competitively priced for the immediate insights and customization it offers.
Could we schedule a quick 15-minute discussion to confirm the ROI and next steps?
Thank you for your time and consideration.
Best regards,
\[Your-name]
***
### Casual request \[edit + send] [#casual-request-edit--send]
**Subject:** *Green light for Accoil’s product engagement scores?*
Hey \[Boss-name],
I’m looking for a thumbs-up to bring in Accoil, a tool that tracks real product usage—helping us see who’s truly engaged with our product (or not, which would be churn risks).
Here’s what we get:
* Catch churn early: Other teams rely on Accoil to spot at-risk accounts before problems escalate.
* Find upgrade opportunities: It highlights which accounts are using premium features the most, so we know who might be ready to expand.
* Fast & easy: We’ll be up and running in about a week, with hardly any admin work.
* Access to their trust center and information on their SOC2 and GDPR compliance
* Worth the cost: It’s priced fairly, especially considering how quickly we can start seeing value.
If this sounds good, just let me know and I’ll get it rolling. Thanks!
### No need to convince anyone? [#no-need-to-convince-anyone]
Every plan comes with a **90-day money-back guarantee**. If you don’t see the results you need, we’ll refund you and delete your data.
And unlike bigger customer success platforms that take months to set up, Accoil gets you **customized engagement scores in weeks (or faster if your data’s ready)**.
If you're already convinced and want to get started, you can [click here to start your free trial today](http://app.accoil.com/signup).
If you're a startup and would like to give Accoil a try, [click here](http://app.accoil.com/signup).
# Evaluating Accoil Overview
Source: https://docs.accoil.com/docs/evaluating-accoil
Helpful information if you are still deciding.
Editable formal and casual email copy for asking a manager to approve Accoil, covering the value, setup effort, pricing, and security posture.
# FAQ and Troubleshooting Overview
Source: https://docs.accoil.com/docs/faq-and-troubleshooting
Common questions and concerns about the product, service, and organisation.
Using Accoil with Atlassian Forge and the Marketplace.
*1 article*
Short answers to the questions we get most often.
*4 articles*
Moving to Accoil from June.
*1 article*
Fix data, scoring, and integration problems.
*3 articles*
# Creating and Managing Feeds
Source: https://docs.accoil.com/docs/feeds/creating-and-managing-feeds
Feeds in Accoil are customizable streams of product and customer activity that keep your team aligned and up to date.
**Feeds** in Accoil are fully configurable, role-tailored streams of important product and customer activity. You can create multiple feeds, customize them with cards that surface meaningful signals, and optionally deliver them to Slack.
This page explains how to create, configure, and manage feeds to keep your team aligned and up to date.
***
## How to Create a Feed [#how-to-create-a-feed]
There are two paths to creating a new feed depending on whether any already exist:
If **no feeds** exist in the workspace:
* You'll see a **“Create Feed”** button directly on the page
* Click it to start creating your first feed
If feeds **already exist**:
1. Click the **“Select Feed”** button (top right of the feed interface)
2. Scroll to the bottom of the dropdown
3. Click **“Create New Feed”**
Both paths open the **Feed Configuration panel**, where you can name your feed, add cards, and configure delivery.
***
## Configuring an Existing Feed [#configuring-an-existing-feed]
To edit a feed you’ve already created:
* Click the **“Configure Feed”** button at the top right of the feed interface
* This opens the full configuration panel for the currently selected feed
* From here, you can change:
* Feed name
* Slack delivery settings
* Cards in the feed
🛠️ You can only configure one feed at a time. Make sure the correct feed is selected before clicking “Configure Feed.”
***
## Feed Basics [#feed-basics]
1. **Feed Name**
* Choose something descriptive (e.g. *“Success Risk Watch”*, *“Product Weekly Summary”*)
2. **Share Setting**
* **Personal Feed**: Only visible to you
* **Shared Feed**: Can be seen and configured by others in the same workspace
* Note **Shared** is required to be enabled if you want to deliver the feed to a public Slack channel
***
## Adding Cards to the Feed [#adding-cards-to-the-feed]
Cards define what signals show up in your feed.
### To Add Cards: [#to-add-cards]
1. Click **“+ Add Card”**
2. Browse the **Card Catalogue** — organized by team (CS, Sales, Product, Marketing)
3. Choose cards that match the signals you care about
4. Configure any required settings (e.g. thresholds, segments)
5. Click **Save Configuration**
Once added:
* Cards appear in the **right-side Feed Cards list**
* Use **“Show details”** to review a card’s logic
* Click ⚙️ to reconfigure or ❌ to remove a card
Cards are designed with smart defaults but are fully customizable. You can add as many as needed.
***
## Slack Delivery [#slack-delivery]
You can optionally send your feed to a Slack channel on a set schedule.
### To Enable: [#to-enable]
1. Toggle **Slack Delivery** on
2. Select a **public channel**
3. Choose a **schedule**:
* **Daily at 8:00 AM** → Sends cards from **yesterday**
* **Weekly on Monday at 8:00 AM** → Sends cards from **last week**
Feeds are posted as a **headline message**, with individual cards threaded underneath — keeping your channels clean and scannable.
🔒 **Delivery to a public Slack channel requires the feed to be shared.**
This ensures that other team members can view and manage the feed if needed — for example, if it becomes noisy, irrelevant, or the original creator leaves the company.
***
## Test Delivery [#test-delivery]
Use **Test Delivery** to preview how the feed will appear in Slack:
* Pick the channel
* Choose **Daily** or **Weekly**
* A sample post is sent immediately to help you validate formatting and content
This is useful before enabling delivery or sharing the feed with a broader team.
***
## Saving Changes [#saving-changes]
After editing the feed, click **Update Feed** to save all changes:
* Cards will be applied immediately
* Slack delivery will begin on the next scheduled send
* Historical backfill will run to populate cards with recent data
⚠️ Changes are **not saved** unless you click **Update Feed**. Closing the panel will discard any edits.
***
## 🗑️ Deleting a Feed [#️-deleting-a-feed]
To delete a feed:
* Open the configuration panel
* Click **Delete Feed**
* Confirm when prompted
🚫 Deleted feeds cannot be recovered.
***
## ✅ Recap [#-recap]
* **Create a feed** from the **Select Feed** menu or workspace landing page
* Use **Configure Feed** to update name, cards, and delivery
* **Add cards** to surface signals you care about
* **Deliver to Slack** on a regular schedule or test it before rollout
* Click **Update Feed** to apply changes and start capturing insights
By setting up and managing feeds in Accoil, you create a personalized briefing layer for your team — ensuring that important shifts in product usage and customer behavior never go unnoticed.
# How Feeds work: Cards, Timeframes & Grouping
Source: https://docs.accoil.com/docs/feeds/how-feeds-work-cards-timeframes-grouping
Learn how Accoil generates feed cards, group insights by timeframe, and surface changes based on real product behavior.
**Feeds** are designed to tell the story of what's changed — not just what *is*. They surface grouped insights based on **real product usage**, organized into **cards** and structured by **timeframes** to keep teams in sync without needing dashboards or manual checks.
This page explains what triggers cards, how time ranges work, and how cards stay accurate and relevant.
***
## What Triggers a Feed Card? [#what-triggers-a-feed-card]
Cards are generated based on meaningful behavioral signals from your users and accounts. Each card groups related changes into a single, easy-to-scan summary.
Cards are powered by:
* **Score changes** (e.g. engagement up/down)
* **Segment transitions** (e.g. entered “Onboarded” or exited “Power Users”)
* **Trait changes** (e.g. plan updated, region switched)
* **Behavioral events** (e.g. used a feature for the first time)
Each card includes:
* A plain-language summary (e.g. “3 users exited the Active segment”)
* Contextual metadata (who, what changed, when)
* Time-aware grouping so you’re not flooded with noise
Cards are created only when relevant changes occur — there’s no “empty filler.”
***
## Understanding Timeframes [#understanding-timeframes]
Feeds are grouped into **clear time-based buckets**, helping you track changes as they unfold across days and weeks. These timeframes are dynamically generated based on **the timezone configured for your product** in Accoil — so all cards align with your team’s operating hours, not UTC.
| Timeframe | What It Includes |
| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- |
| **Yesterday** | All changes between 12:00AM and 11:59PM *yesterday*, in your product’s timezone |
| **This Week** *(Default)* | From 12:00AM on **Monday** to the **current time today** (includes changes from earlier *today, up to the start of the current hour*) |
| **Last Week** | From 12:00AM Monday to 11:59PM Sunday of the previous week |
| **Two, Three, Four Weeks Ago** | Weekly snapshots from earlier periods, grouped the same way as “Last Week” |
* **All timeframes respect your product's timezone setting**, which can be configured under your workspace or workspace settings in Accoil.
* **“This Week” updates hourly**, so it always includes today’s activity.
* **“Today” is not available** as a separate option, to avoid showing incomplete data due to daily processing cycles.
This time-aware design helps teams stay aligned with key changes, organized naturally around their local workweek.
***
## When Are Cards Generated? [#when-are-cards-generated]
* Cards are generated when the conditions for a signal are met (e.g. a user exits a segment or a score drops).
* Each card includes a **timestamp** showing when it was created.
* The card reflects **what was true at the time of creation** — even if your score model or segment logic changes later.
For example: if your “Activation Score” logic changes tomorrow, cards from last week will still reflect the previous logic.
***
## Backfill Behavior [#backfill-behavior]
When you add new cards to a feed, Accoil will attempt to backfill them with historical data — up to **4–5 weeks** depending on the signal and your data availability.
* Score changes: Up to 5 weeks
* Segment entries/exits: Recent known changes
* Trait updates: From when the trait started being tracked
If you’ve just started sending data to Accoil, card history will begin from that point forward.
***
## Recap [#recap]
* **Feeds surface changes**, not static states
* **Cards group high-signal updates**, keeping your feed noise-free
* **Timeframes provide clarity** without manual digging
* **Cards reflect the data state at creation** — even if scoring or segmentation changes afterward
* **Backfilling helps populate new feeds with recent historical activity**
Feeds are your team’s async awareness layer — always focused on what just changed, and why it matters.
# Feeds Overview
Source: https://docs.accoil.com/docs/feeds
Stay on top of product and customer movement with curated activity feeds tailored to your team.
Feeds in Accoil are customizable streams of product and customer activity that keep your team aligned and up to date.
Learn how Accoil generates feed cards, group insights by timeframe, and surface changes based on real product behavior.
Accoil Feeds turn product and customer activity into a curated stream of meaningful updates for your team.
# Understanding Feeds
Source: https://docs.accoil.com/docs/feeds/understanding-feeds
Accoil Feeds turn product and customer activity into a curated stream of meaningful updates for your team.
## Summary [#summary]
The Feed is more than a product report — it’s the pulse of your customer base.
Whether you’re onboarding new users, closing a deal, or tracking adoption - the **Feed** ensures you’re never out of the loop.
## How this helps [#how-this-helps]
* Maintain **awareness** across teams
* Spot **risk and opportunity** earlier
* **Act quickly** with the right context
* Stay **aligned without meetings or dashboards**
***
## Overview [#overview]
The **Accoil Feed** is your personalized signal center - a digestible, curated stream of the most important customer and product activity happening across your SaaS product.
Instead of digging through dashboards or getting lost in real-time alerts, Feeds deliver a **narrative-driven summary** of recent changes. Each update appears as a **card** — a grouped, high-signal snapshot that helps you stay aware of meaningful movements in your users, accounts, and product.
**Where are Feeds?**
* Located in **Workspaces → Views → Feed**
* Also visible in the **Dashboard (right-hand side panel)** for quick access to recent changes.
## Key Benefits [#key-benefits]
| **Traditional Tools** | **Feed** |
| ------------------------------ | ------------------------------------------------------------ |
| **Static dashboards** | Narrative-driven signal stream |
| **Manual digging for changes** | Time-aware cards auto-grouped by impact |
| **Real-time alert fatigue** | Curated, relevant updates only |
| **Functional silos** | Role-based, shareable feeds for Sales, CS, Product, and more |
***
## Delivery Channels [#delivery-channels]
The Feed is **asynchronous-first**, designed to meet teams where they already work:
* **In-App** (always available)
* **Slack** (optional delivery to a public channel at 8AM daily/weekly)
* **Email** (coming soon!)
Slack messages are grouped by day or week into a **headline post**, with **individual cards threaded underneath** to avoid clutter and keep teams aligned.
***
## Feed cards [#feed-cards]
Each item in your feed is a **card** — a grouped summary of related changes.
Examples include:
* *“5 accounts hit full activation yesterday”*
* *“3 users entered the Dormant segment this week”*
* *“BetaCorp’s score dropped by 42 points”*
Cards are dynamic, time-scoped, and clickable. They help teams **prioritize what matters most**, not sift through logs.
***
## Who it’s for [#who-its-for]
| **Role** | **Common Signals** |
| ---------------------- | --------------------------------------------------------- |
| **Customer Success** | At-risk accounts, onboarding stalls, power users |
| **Sales & AMs** | Expansion readiness, reactivation, plan changes |
| **Product Teams** | Feature usage spikes, activation blockers |
| **Marketing & Growth** | Segment transitions, premium adoption, lifecycle triggers |
# Features and Events Overview
Source: https://docs.accoil.com/docs/features-and-events
How user actions (events) and grouped behaviours (features) power engagement, activation, and adoption insights.
Learn what events are in Accoil, how they’re tracked, and how they power engagement, scoring, and activation insights.
Features allow you to group related product events into meaningful, user-facing capabilities—like 'Used Reports' or 'Invited a Teammate.\\
Legacy reference for event engagement analysis. Use the Events dashboard and Metric Library instead.
Legacy reference for the retired Events view. Use the Events dashboard for event analysis.
Legacy reference for the retired Features view. Use the Features dashboard for feature analysis.
# Legacy: Identifying your most engaging events
Source: https://docs.accoil.com/docs/features-and-events/legacy-identifying-your-most-engaging-events
Legacy reference for event engagement analysis. Use the Events dashboard and Metric Library instead.
## Identifying engaging events [#identifying-engaging-events]
This guide described the legacy Events view. Use the **Events** suggested dashboard and the **Metric Library** to explore the events your customers trigger and the metrics that describe their activity.
Choose the user or account context and time period that match the question you are investigating. Where the dashboard supports it, select the event you want to examine. The metric card and its metric reference explain the measure being shown.
Events are still useful building blocks for features, segments, activation criteria, and workspace scoring. This article remains as a legacy reference while the old view is removed from the product and Help Centre navigation.
# Legacy: The Events view
Source: https://docs.accoil.com/docs/features-and-events/legacy-the-events-view
Legacy reference for the retired Events view. Use the Events dashboard for event analysis.
## The Events view is legacy [#the-events-view-is-legacy]
The dedicated Events view is being retired. Use the **Events** suggested dashboard and the **Metric Library** to explore event activity, trends, and related metrics.
Events remain the individual product actions that Accoil receives from your product or a connected source. They can be used in features, segments, activation criteria, and workspace scoring.
This article remains as a legacy reference while the view is removed from the product and Help Centre navigation.
# Legacy: The Features view
Source: https://docs.accoil.com/docs/features-and-events/legacy-the-features-view
Legacy reference for the retired Features view. Use the Features dashboard for feature analysis.
## The Features view is legacy [#the-features-view-is-legacy]
The dedicated Features view is being retired. Use the **Features** suggested dashboard and the **Metric Library** to explore feature adoption, usage, and related metrics.
Features still matter in Accoil: they group related events into a meaningful product capability. Configure features in **Settings**, then use dashboards to analyse the resulting data.
This article remains as a legacy reference while the view is removed from the product and Help Centre navigation.
# Understanding Events
Source: https://docs.accoil.com/docs/features-and-events/understanding-events
Learn what events are in Accoil, how they’re tracked, and how they power engagement, scoring, and activation insights.
### Summary [#summary]
Events are the core signals that tell Accoil what your users are doing. Tracked at the user level and connected to accounts, they power everything from segmentation and scoring to activation modelling and feature usage insights
### How this helps [#how-this-helps]
* Events provide visibility into user behavior
* They power key product analytics features
* Events tie user actions to account-level insights
***
### What are Events? [#what-are-events]
In Accoil, **events are the individual actions that users take inside your product**. They’re how Accoil understands what your users are doing—and are the foundation for analyzing engagement, activation, and adoption.
These actions could be as simple as viewing a page or as meaningful as running a report, creating a resource, or completing a workflow.
***
### What counts as an Event? [#what-counts-as-an-event]
An **event** is any user-performed action that you choose to track from your product or system. These are often the key moments that show someone is interacting meaningfully with your product.
Some typical examples include:
* A user **signs up**
* A **project is created** or **updated**
* A **report is downloaded**
* A user **invites a teammate**
* A workflow or integration is **completed**
These events are tracked through `track()` calls and flow into Accoil as behavioral data points. See [developer docs to learn more](https://developer.accoil.com/docs/track-call#/)
***
### Users perform Events — But Accounts are the anchor [#users-perform-events--but-accounts-are-the-anchor]
All events are performed by users. However, because users in Accoil are always associated with an account, **every event is also connected to that user’s account**.
This account-level connection is critical: it allows you to analyze both **individual behavior** and **account-wide engagement patterns** using the same underlying event data.
***
### Why Events matter [#why-events-matter]
Events are central to understanding how people use your product. Once tracked in Accoil, they allow you to:
* Identify which users and accounts are actively engaging
* Power behavioral segments for targeting and outreach
* Define what activation looks like based on key actions
* Feed into engagement scoring models for accounts and users
Without events, Accoil has no visibility into what your users are doing in-product.
***
### How Events work in Accoil [#how-events-work-in-accoil]
* Events are captured using `track()` calls from your product or through a connected CDP like Segment.
* Only users who trigger a **scored event** during the relevant workspace period are considered **active** in that workspace. A scored event is selected directly for the workspace or belongs to a feature selected for scoring.
* An account is active in a workspace when at least one associated user triggers a scored event during that period.
* Because scored events are configured per workspace, the same user or account can be active in one workspace and inactive in another.
* Since events are user-based but tied to accounts, **account-level insights** are built from the sum of individual user activity.
***
### Where you’ll see Events in Accoil [#where-youll-see-events-in-accoil]
Once events are being tracked, they show up across several key features in Accoil:
| **Area** | **How Events Are Used** |
| -------------------------- | ----------------------------------------------------------------------------------------------- |
| **Dashboards and metrics** | Use the Events dashboard and Metric Library to explore event activity and event-related metrics |
| **Features** | Group related events into a feature that represents a meaningful product capability |
| **Segments** | Filter users or accounts by specific events (e.g. “Has run a report in last 30 days”) |
| **Activation Models** | Define what actions indicate progress toward activation (e.g. “Invited a user”) |
| **Workspaces** | Include key events to determine engagement scores and active status for users or accounts |
***
.
# Understanding Features
Source: https://docs.accoil.com/docs/features-and-events/understanding-features
Features allow you to group related product events into meaningful, user-facing capabilities—like \"Used Reports\" or \"Invited a Teammate.\
## Summary [#summary]
Features provide a more human-readable view of product engagement, making it easier to measure adoption, model activation, and identify which areas of your product are driving value.
## How this helps [#how-this-helps]
* Makes raw event data more understandable and actionable
* Helps teams track **real usage** of key product areas
* Powers activation models, workspaces, and segmentation
* Gives Product, Success, and Growth teams a shared language for adoption
***
## What Are Features? [#what-are-features]
In Accoil, a **Feature** is a set of product events that collectively represent how a user interacts with a specific part of your product.
Think of a feature as the answer to: **"Did the user actually use this part of the product?"**
For example, a feature like **“Used Reports”** might combine multiple events such as:
* `report_created`
* `report_saved`
* `report_edited`
* `report_shared`
By grouping these together, you get a single, unified view of whether a user engaged meaningfully with reporting.
***
## What counts as a Feature? [#what-counts-as-a-feature]
A feature in Accoil is:
* **Named** and **defined globally** for your product (not per-workspace)
* Made up of **one or more user events** that represent a meaningful capability
* Tracked and analyzed consistently across **users, accounts, and time**
Each event can only belong to **one feature at a time**, ensuring a clean and structured view of your product.
***
## Why features matter [#why-features-matter]
Features help you:
* **Measure product adoption** in a way that reflects how users actually think and work
* Create **activation models** based on real usage, not isolated clicks
* Build **segments** of users who have or haven’t used key product areas
* See **engagement trends** across different time periods or user types
Without Features, product analytics becomes fragmented — relying on raw events that are hard to interpret and act on.
***
## Where you will see Features in Accoil [#where-you-will-see-features-in-accoil]
| **Area** | **How Features Are Used** |
| -------------------------- | --------------------------------------------------------------------------- |
| **Dashboards and metrics** | Use the Features dashboard and Metric Library to explore adoption and usage |
| **Workspaces** | Include specific features to define engagement and active status |
| **Activation Models** | Define milestones like "Used Key Feature" as part of activation criteria |
| **Segments** | Filter for users or accounts that did/didn’t use a given feature |
| **Feeds** | See adoption changes and top users in your feeds. |
# Connect Your Product Data to Accoil
Source: https://docs.accoil.com/docs/getting-started/connect-your-product-data-to-accoil
Connect your product data to Accoil by choosing the integration that fits your stack and start turning product usage into actionable insights.
Accoil analyzes **product usage data** from your application to help your team understand how users and accounts engage with your product.
Before setting up any integration, you’ll need your **Accoil Ingestion Key**. Then you can choose the connection method that best fits your existing tools and architecture.
***
## Step 1: Find Your Accoil Ingestion Key [#step-1-find-your-accoil-ingestion-key]
Your ingestion key authorizes tools and applications to send product events to Accoil.
To find it:
1. Go to **Settings > Product Settings**
2. Select **Overview**
3. Copy the **Ingestion Key** shown on the right side of the page
You’ll use this key when configuring integrations or sending events.
***
## Step 2: Choose How to Send Data [#step-2-choose-how-to-send-data]
There are several ways to send product engagement data to Accoil. Most teams choose the option that best matches their current analytics or data pipeline.
| Option | Best For | Description | Setup Guide |
| ---------------------------------- | ------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Send Events Directly to Accoil** | Teams implementing custom tracking | Developers can send events directly using the Accoil API or JavaScript library. This provides full control over event tracking and instrumentation. | [View Developer Docs](https://developer.accoil.com) |
| **Segment** | Teams using a customer data platform | Send events to Segment and add Accoil as a destination. Segment forwards user events, properties, and account data to Accoil automatically. | [Segment Setup Guide](/docs/getting-started/data-sources/segment-quick-start-guide-for-accoil) |
| **RudderStack** | Teams using open-source CDP infrastructure | Similar to Segment, RudderStack can forward product events to Accoil as a destination. | [RudderStack Setup Guide](/docs/getting-started/data-sources/rudderstack-quick-start-guide-for-accoil) |
| **Amplitude** | Teams already using product analytics | Stream events from Amplitude directly into Accoil without re-instrumenting your product. | [Amplitude Integration Guide](/docs/getting-started/data-sources/amplitude-event-stream) |
| **PostHog** | Teams using open-source product analytics | Send events from PostHog into Accoil using native integrations or event streaming. | [PostHog Integration Guide](/docs/getting-started/data-sources/posthog-data-pipeline-to-accoil) |
Once connected, Accoil will begin ingesting events such as:
* User actions and feature usage
* User properties (role, plan, lifecycle stage)
* Account-level data and attributes
Most integrations begin sending events **within a few minutes of setup**.
***
## Don’t Have Product Tracking Yet? [#dont-have-product-tracking-yet]
If you’re not currently tracking product usage events—or if your instrumentation needs improvement—Accoil can help.
Our **[Product Tracking Skills](https://www.accoil.com/product-tracking)** are AI-powered tools that help you design and implement product tracking quickly.
In about **30 minutes**, the skill can:
* Analyze your product flows
* Recommend a tracking plan
* Implement product event tracking
* Send those events into Accoil (directly or via Segment, PostHog, or Amplitude)
This is a great option if:
* You don’t yet track product usage
* Your event tracking is incomplete
* You want help defining meaningful product events
***
## What Happens Next? [#what-happens-next]
Once product events begin flowing into Accoil, you’ll be able to:
* Monitor **feature adoption**
* Track **account engagement**
* Identify **activation signals**
* Detect **retention and churn patterns**
* Build **recipes, segments, and insights**
Your first events typically appear in Accoil **within minutes** of connecting your data source.
# Getting Started Overview
Source: https://docs.accoil.com/docs/getting-started
Setting up your Accoil account and connecting your product data.
Send product data to Accoil directly or through your existing pipeline.
*6 articles*
Connect your product data to Accoil by choosing the integration that fits your stack and start turning product usage into actionable insights.
Connect product data, configure the way Accoil interprets it, create a workspace, and start exploring dashboards and profiles.
# Set up Accoil
Source: https://docs.accoil.com/docs/getting-started/set-up-accoil
Connect product data, configure the way Accoil interprets it, create a workspace, and start exploring dashboards and profiles.
Set up Accoil in three stages: send product data, configure the concepts that make the data useful, and create a workspace for the audience you want to understand. After data is available, use dashboards, segments, profiles, and Search to investigate it.
***
### 1. Send product data to Accoil [#1-send-product-data-to-accoil]
Choose the connection that fits your existing product analytics setup:
* use [Segment](/docs/getting-started/data-sources/segment-quick-start-guide-for-accoil), [RudderStack](/docs/getting-started/data-sources/rudderstack-quick-start-guide-for-accoil), [PostHog](/docs/getting-started/data-sources/posthog-data-pipeline-to-accoil), or the [Amplitude event stream](/docs/getting-started/data-sources/amplitude-event-stream) when product activity already flows through one of those tools
* [send data directly to Accoil](/docs/getting-started/data-sources/sending-data-directly-to-accoil) when your team is implementing tracking itself
* review [all product-data connection options](/docs/getting-started/connect-your-product-data-to-accoil) when you are still choosing an approach
Send stable user and account identifiers, the events that represent product actions, and the traits you need for filtering and context. Accoil starts processing the data after it arrives.
***
### 2. Configure how Accoil interprets the data [#2-configure-how-accoil-interprets-the-data]
Configuration turns incoming identifiers, events, and traits into concepts your team can use.
**Map important traits**
Choose the traits Accoil should use for information such as an account's display name and creation date. Set the correct data type for date, number, and text traits so filters and calculations offer the right options.
Use [Data Configuration](/docs/configuration/data-configuration) for account mapping and [Configure Traits](/docs/configuration/configure-traits) for trait settings.
**Group events into features**
A feature combines related events into a meaningful product capability, such as creating a report or inviting a teammate. Features make product usage easier to analyse in dashboards, segments, activation, and workspaces.
Use [Set up features](/docs/configuration/setting-up-features) when you are ready to group events.
**Define activation when needed**
Activation describes the early actions that show a user or account has begun to receive value. Configure user and account criteria separately when activation is part of your product model.
Use [Set up activation](/docs/activation/set-up-activation) to define the criteria.
***
### 3. Create a workspace [#3-create-a-workspace]
A workspace is a scoring model for a particular audience, journey, or part of your product. Choose the product actions that represent meaningful engagement, set the period Accoil should consider, and add audience filters when the workspace is intended for a specific group.
Start with a simple model that reflects the clearest signals of value. You can refine the workspace as you learn which product actions distinguish healthy, growing, or at-risk customers.
Use [Configure a workspace](/docs/workspaces/configuring-a-workspace) for the detailed setup flow.
***
### Explore your data [#explore-your-data]
The Home suggested dashboard gives you a starting point after a workspace has data.
From there:
* use **Suggested Dashboards** for common questions about activation, activity, engagement, events, features, retention, segments, and signups
* browse the **Metric Library** when you need a different measure or want to add a metric card to a custom dashboard
* create a **segment** to review or act on a specific audience
* open an account or user **profile** for an individual view
* use **Search** or **Command K** to find an account or user, including matches in another workspace
Check the selected object and time period before comparing results. A user metric describes individual people; an account metric groups activity around accounts.
***
### Keep the setup current [#keep-the-setup-current]
Review the workspace and configuration when your product, data model, or definition of meaningful engagement changes. Add new events and traits deliberately, update features when product capabilities change, and keep activation criteria focused on early value rather than ongoing engagement.
# Plays Overview
Source: https://docs.accoil.com/docs/plays
Tactical plays to run based on the signals Accoil surfaces.
Spot risk early and keep accounts engaged.
*12 articles*
Get new users and accounts to first value faster.
*9 articles*
Turn product signals into pipeline and closed deals.
*14 articles*
Find and act on expansion opportunities inside your base.
*13 articles*
# 7 must-have product engagement metrics for B2B SaaS
Source: https://docs.accoil.com/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas
The seven customer health questions to answer in B2B SaaS, from engagement and frequency to feature adoption, activation, tenure, and last active.
## **Summary** [#summary]
This article covers the essential customer health metrics for B2B SaaS, focusing on usage, frequency, feature adoption, activation, tenure, last active date, and active user percentage.
## **How this helps** [#how-this-helps]
Tracking these metrics helps you spot early signs of churn, increase user engagement, and ensure customers are getting value—so they stick around longer.
### **The 7 Must-Have Customer Health metrics for B2B SaaS** [#the-7-must-have-customer-health-metrics-for-b2b-saas]
Are your customers actually getting value from your product? Here are **seven key questions** to help you measure customer health and take action before it’s too late.
1. **How much are people using our product?**
2. **How often are they using our product?**
3. **How deeply are they using our features?**
4. **How far are they from getting real value?**
5. **How long has an account been with us?**
6. **When were they last active?**
7. **How many users within an account are actively engaged?**
Each question gives you a different piece of the customer success puzzle. The answers help you understand **who’s thriving, who’s struggling, and who might be about to churn**.
***
### **What story does your Customer Health data tell?** [#what-story-does-your-customer-health-data-tell]
To get the full picture, we look at these metrics at three levels:
1. **Overall trends:** What’s the big picture? Is customer health improving or declining?
2. **Account-level health:** Are the companies using your product actually seeing value? A paying account won’t stay long if its users aren’t engaged.
3. **User-level engagement:** Businesses pay the bills, but users drive the value. If individual users aren’t engaged, retention will suffer.
Let’s break these seven key questions down further and see how to use them effectively.
***
### **1. Engagement: How much are people using your product?** [#1-engagement-how-much-are-people-using-your-product]
This is your **Customer Health Score**—a quick way to gauge whether users and accounts are actively engaging.
**Think of it like a credit score**—a number that gives you instant insight into whether an account is thriving or at risk. Accoil calculates this score by looking at user activity, weighting different actions based on their importance, and normalizing the results into a 0-100 scale.
* **Example:** ZestyCo has a weekly health score of **85**—their users are highly engaged. PeachyCo, however, has a score of **20**, signaling potential churn risk.
**Why it matters:** A high score means users are regularly engaging. A low score? Time to step in before they leave.
***
### **2. Frequency: How often do people use your product?** [#2-frequency-how-often-do-people-use-your-product]
Even if a customer engages, the frequency of their usage matters.
Frequency tells you whether users **consistently rely on your product** or just pop in occasionally.
* **Example:** ZestyCo is active **5 out of the last 7 days**, while PeachyCo has only logged in **twice**. ZestyCo is forming a habit, while PeachyCo might be losing interest.
Some SaaS companies use the **A3x7 metric**—checking how many users are active **at least three times in a week**. For B2B tools, weekend activity is less important, but strong weekday engagement is a positive sign.
**Why it matters:** Frequent usage means users see value. A drop in frequency is often the first sign of disengagement.
***
### **3. Adoption: How deeply are they using your features?** [#3-adoption-how-deeply-are-they-using-your-features]
Feature adoption shows **how much of your product customers are actually using**.
* **Example:** ZestyCo uses **75%** of available features—they’re fully engaged. PeachyCo, on the other hand, only uses **25%**—they might need more training or awareness of what’s available.
Tracking **recent vs. all-time adoption** helps too. A drop in recent adoption could mean they’re **losing interest** or **finding other solutions**.
**Why it matters:** More feature adoption = more value. Less adoption = a higher churn risk.
***
### **4. Activation: How far are they from getting real value?** [#4-activation-how-far-are-they-from-getting-real-value]
[Activation rate](/docs/activation/set-up-activation) tells you if a new user or account is **on track to succeed**.
It measures **how many of the key steps** in your onboarding process have been completed.
* **Example:** If an account needs to complete **seven key steps** to be fully activated and they’ve done **five**, their activation rate is **71%**.
**Why it matters:** A low activation rate means users **never hit their Aha! moment**, increasing the risk of churn.
***
### **5. Tenure: How long has an account been using your product?** [#5-tenure-how-long-has-an-account-been-using-your-product]
Tenure shows whether an account is **brand new, a long-time customer, or somewhere in between**.
* A **new account (less than 30 days)** with a **low activation rate** likely needs **more onboarding support**.
* A **long-time customer (over 3 months)** with **dropping adoption** might need **re-engagement efforts**.
**Why it matters:** Understanding tenure helps you **personalize engagement**—onboarding for new users, re-engagement for existing ones.
***
### **6. Last Active: When were they last in your product?** [#6-last-active-when-were-they-last-in-your-product]
Last Active tells you whether a user or account is **still engaged or fading away**.
* **Example:** A customer inactive for **15 days** might need a friendly check-in. A user inactive for **30+ days** may be a **high-risk churn candidate**.
Combining **Last Active with Tenure** can highlight **long-time customers whose engagement is slipping**—those are the ones you want to save.
**Why it matters:** Catching disengaged users early can prevent churn before it happens.
***
### **7. Active User Percentage: How many users within an account are engaged?** [#7-active-user-percentage-how-many-users-within-an-account-are-engaged]
For B2B SaaS, it's not just about **whether an account is active**—you also want to know **how many users within that account are actually using your product**.
If engagement is **concentrated in just one or two people** within a large account, that’s a red flag.
* **Example:** A large enterprise account with **100 seats** but only **5 active users** is at risk. If those 5 leave, the whole account could churn.
**Why it matters:** Broad engagement across an account = long-term retention and upsell opportunities.
***
### **Bringing it all together** [#bringing-it-all-together]
These seven customer health metrics help you **see the warning signs before customers churn** and **spot opportunities to drive deeper engagement**.
📢 **Make it actionable:**
* Low adoption? **Offer training or product walkthroughs.**
* Declining frequency? **Send a re-engagement email or offer personalized support.**
* High activation but low engagement? **Introduce advanced features to keep them growing.**
Want to track and act on these metrics effortlessly? **Accoil helps you monitor customer health, spot risks, and take action—all in one place.**
**Book a [demo here](https://calendly.com/d/cmn9-7xj-vh4/accoil-group-demo?month=2025-02)** to see how it works!
***
# Use Cases and Best Practice Overview
Source: https://docs.accoil.com/docs/use-cases
How different teams use Accoil.
Best practice for measuring product engagement well.
*4 articles*
What it takes to build product engagement analytics yourself.
*3 articles*
Where to start, by team.
*7 articles*
End-to-end workflows built on Accoil data.
*3 articles*
The seven customer health questions to answer in B2B SaaS, from engagement and frequency to feature adoption, activation, tenure, and last active.
Worked examples of what to do with your Accoil metrics across product engagement, new user activation, account retention, and churn reduction.
# Ways to use your product analytics metrics
Source: https://docs.accoil.com/docs/use-cases/ways-to-use-your-product-analytics-metrics
Worked examples of what to do with your Accoil metrics across product engagement, new user activation, account retention, and churn reduction.
### **Summary** [#summary]
Explains and gives examples of how Accoil Analytics can be used to monitor Account and User engagement.
### **How this helps** [#how-this-helps]
Understanding and optimizing Account and User engagement, focusing on new user activation, account retention, and reducing churn to boost customer numbers and revenue.
Understanding and optimizing account and user engagement in your product is a key driver of SaaS growth. Things like new user activation, account retention, and churn reduction are ways to increase your customer count and revenue.
With Accoil Analytics, you can monitor user activity and identify important moments in your users' journey. This lets you make data-driven decisions to optimize your customers' experience and increase product usage.
By leveraging these insights, you can drive product adoption, increase user engagement, and minimize churn.
Consider the following examples as thought starters.
### 1. Product Engagement [#1-product-engagement]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| ------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Identify my Most and Least Engaged Users** *(I can monitor metrics showing which users have the highest and lowest engagement rates)* | - **Segment Engagement:** Identify frequent feature users versus those who rarely log in. - **Highlight Features:** Email highly engaged users about new, unexplored features. - **Re-engage Inactive Users:** Offer special discounts and recommendations to least engaged users. - **Dedicated Support:** Provide priority email support or a dedicated account manager for highly engaged users. - **Assist Less Engaged Users:** Use surveys, live chat, or a detailed FAQ to understand and support less engaged users. | - In your relevant workspace: Use segments. “Suggested” segments like 🌶️ Red Hot and 🥶 ice cold are pre-built and ready to use. Learn more on[specific segments details](https://accoil.atlassian.net/wiki/spaces/AA/pages/edit-v2/284819458#6.-Engagement-Scoring-Metrics) |
| **Monitor the Engagement Trends** *(I can see changes in user engagement over time)* | - **User Engagement:** Tracking a user whose engagement score has increased by 20% over the past month might highlight a positive trend, whereas a user whose engagement score has dropped significantly needs attention. - **Focus development** on features with the highest user engagement for better prioritization. - **Spot early engagement declines** to proactively prevent churn and retain customers. | - Create your Profiles and filter your Engagement score for changes over time. - Other metrics to watch (calculated by Accoil)- Filter by Frequency - Filter by Adoption Rate |
| **Activity Analysis** *(I can view specific actions or lack thereof by users)* | - **User activity patterns:** Users who consistently use core features but ignore new ones might need targeted education about the new functionalities. For example, some users use the comment feature a lot but don’t use the file upload feature. - **Early task completion:** Users who complete their first task within 48 hours show higher retention. - **Integrations drives activity:** Users who connect integrations within the first week are more active. | - Create a new Workspace to include the segments and features you’d like to track. You can also update an existing Workspac to include these features. |
| **Account Activation and Stalling** *(I can see the status of account activation processes)* | - **Activation patterns:** Discover accounts that quickly complete all key steps of the onboarding process versus those that stall after the initial setup phase. - **Activation time frame:** Learn if accounts completing onboarding within a week show higher potential compared with accounts stalling at setup and who might need additional support. | - Configure Activation: Configure activation metrics at account- and user-level. Use:- Average activation rate - Activation rate |
| **Key Activation Points** *(Identifying when crucial engagement steps happen)* | **Recognizing high value feature activation:** Noting that users who utilize a particular feature are more likely to stay engaged can help focus efforts on promoting such feature to others. | - Configure Activation: Configure activation metrics at account- and user-level. Use:- Average activation rate - Activation rate |
| **Feature and Event Impact** *(Which features or events drive user engagement)* | **Impact patterns:** Analyzing if a newly released feature has increased overall platform activity or if certain events lead to spikes in usage. For example, a new messaging feature increased daily active users (DAU) by 15 | - Focus on Events:- Average adoption rate (by selected time frames) - Average adoption change - Average engagement score by event - Individual account or user event usage (filter by adoption over time, % change, average score, event count etc) |
### 2. Product Adoption [#2-product-adoption]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| -------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Adoption Rate Over Time** *(I can track adoption rates over different periods.)* | - **Dropping recent adoption:** An account with high all-time adoption but low recent adoption might need re-engagement strategies or feature updates. - **Impact of feature adoption:** Weekly adoption rate increased by 10% after feature update. - **Flattening long term trend:** Yearly adoption rate remained flat despite new features. | - Use customized workspaces and segment - Filter by Adoption all time vs recent adoption. - Add time dimension to see longer term trend. |
| **Deep Feature Engagement** *(I can monitior the depth of feature usage by accounts.)* | - **Feature adoption:** Accounts using a wide range of features regularly indicate high adoption and potential for case studies or upsell opportunities. eg: Accounts using 8+ features monthly are highly engaged. - **User adoption:** Accounts with 80% of users accessing all features regularly. | - Use customized Workspaces and segment - Filter by Adoption - recent adoption and activation rate > 50% |
| **Specific Problem Solving** \*(I can identify if users are leveraging the platform for specific needs. )\* | - **Low all-time and recent adoptio** n might indicate a user solving a particular problem, suggesting the need for better product marketing to highlight other features.eg: Users only using the invoicing feature might need education on reporting. | - Use customized Workspaces and segment - Filter by Adoption all time vs recent adoption. - filter for \< x score |
| **High Engagement Accounts Accounts with consistently high and increasing engagement.** | - **High usage:** Accounts showing a trend of high usage over both recent and all-time periods are prime candidates for upsell opportunities and customer success stories. - **Frequent log ins:** Accounts with consistent weekly logins are good upsell targets. - **Rising usage:** Accounts increasing feature usage monthly are ideal for case studies. | - Create your workspace and filter your Engagement score for change over time. - Other metrics to watch (calculated by Accoil)- Filter by Tenure - Filter by Adoption Rate - Filter by Average active users |
### 3. New User Product Activation [#3-new-user-product-activation]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| --------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Account Activation Rate** \*(Percentage of new accounts reaching activation).\* | - **Monitoring** the percentage of new users who complete the onboarding process and engage with core features within their first month. - **Reach target within time frame:**- eg accounts reaching activation within a week have higher retention. - 70% of new accounts activate within the first 10 days. | - Configure Activation: Configure activation metrics at account and user level. Use:- average activation rate - activation rate. |
| ***Time-to-Activation*** \*(Average time taken for accounts to become active. )\* | - **Change to time to activation:** ⬇️ If the average time to activation is decreasing, it indicates that the onboarding process is becoming more effective ⬆️ If it is increasing, look for friction points to resolve. - **Speed matters:** Faster activation correlates with higher user satisfaction. | - Configure Activation: Configure activation metrics at account and user level. Use:- frequency based filter - average activation rate - activation rate. |
| ***Activation by Account Type*** \*(Activation rates segmented by account types. )\* | - **Onboarding strategy variation:** Using customized workspaces, compare activation rates of free trial users versus paid users to understand the effectiveness of different onboarding strategies.- 85% of paid accounts activate within a week. - Free trial accounts show 60% activation within 10 days. | - Consider multiple workspaces for each account type - Configure Activation: Configure activation metrics at account and user level. Use:- average activation rate - activation rate. |
### 4. Identifying Account Opportunities and Risks [#4-identifying-account-opportunities-and-risks]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** ***note add links for relevant feature documentation*** |
| --------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| ***Accounts Prime for Expansion*** *(High engagement accounts with increasing activity).* | - **Upsell targets:** Analyzing accounts with upward engagement trends to identify those ready for upsell opportunities.- eg: Accounts with a 20% increase in feature usage monthly. | - Use customized workspaces and segment. “Suggested” segments are pre-built or built your own defined filter. - Review shortlisted upward engaged accounts for- % change - Activation % - Active users % - Tenure - Adoption - Frequency ratio |
| ***At-Risk Accounts*** *(Low or falling engagement accounts).* | - **Churn risk:** Regularly reviewing accounts with declining activity to implement re-engagement strategies. eg:- Accounts with a 30% drop in logins over three months. - Accounts showing reduced interaction with core features. | - Same as above but in reverse - looking for low or falling engagement |
| **Feature Adoption at Account Level** *(Comprehensive use of features by accounts).* | - **High feature usage:** Ensuring that most features are used by at least some users in each account to maximize product value. - **High account user usage:** Accounts where 90% of users utilize an important feature. eg: messaging. | - Use customized workspaces and segment. - Filter by:- Average score - Average % of active users - Average no of active users - Average activation |
| ***Segment-Specific Engagement*** *(Engagement based on account segments like tenure or engagement).* | - **Prioritization focus:** Prioritizing customer success efforts for high-value accounts with declining engagement. - **Change in long tenure accounts scores:** Long-term accounts showing engagement drops require tailored support. | - Use customized workspaces and segment. - Filter by:- Average score - Average % of active users - Average no of active users - Average 30 adoption - Average all time adoption |
### 5. Tailoring Strategy by Opportunity Size [#5-tailoring-strategy-by-opportunity-size]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| --------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Deal Size Metrics** | - **Customize engagement:** Adjusting the timing and intensity of engagement efforts based on the potential value of the account. | - Configure activation and set your own engagement strategies with your team. |
| **Small Opportunities: 80%-100% Activated** *(I can focus on accounts that are near full activation.* | - **Watch & wait:** Waiting for smaller leads to reach high activation levels before engaging, ensuring they are close to conversion to maximize efficiency.- eg: Send promotional offers to accounts nearing activation. | - Configure Activation: Configure activation metrics at account and user level. Use:- average activation rate - activation rate. - Filter by score or by score trend |
| **Mid-Size Opportunities: 60%-80% Activated** *(I can engage earlier when activation is moderate).* | - **Set engagement outreach rule**: For mid-sized accounts, initiate contact when they are 60%-80% activated, especially if the account involves multiple users or decision-makers. eg:- Contact mid-sized accounts at 70% activation to offer support. - Mid-size accounts at 65% activation receive targeted webinars. | - Configure Activation: Configure activation metrics at account and user level. Use:- average activation rate - activation rate. |
| **Large Opportunities: 25%-50% Activated** *(I can intervene at earlier stages of activation).* | - **Decide upfront on outreach scope:** For large accounts, start engagement efforts when they are only 25%-50% activated. However, care must be taken to avoid premature sales efforts that could overwhelm the user.- Begin personalized outreach for large accounts at 30% activation. - Large accounts at 40% activation receive dedicated account managers. | - Configure Activation: Configure activation metrics at account and user level. Use:- average activation rate - activation rate. |
### 6. Engagement Scoring Metrics [#6-engagement-scoring-metrics]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| ---------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------- |
| **New Users** *(Users who signed up within the score period).* | - **Define monitoring practice:** Tracking the number of new sign-ups.- New users' feature usage in the first 30 days is critical eg\:in the past month and monitoring their initial engagement levels. - Monitor engagement levels of new users within the first week. | - Pre-configured segment available after defining your workspace |
| **Most Engaged** *(Scores above 75)* | - **Showcase opportunities:** Users who interact with multiple features daily and provide high-value feedback, showing a strong affinity for the platform. eg:- Users with scores above 75 are prime candidates for case studies. - Highly engaged users can be advocates for new features. | - Pre-configured segment available after defining your workspace |
| **Slightly Engaged** *(Scores between 50 and 74)* | - **Modify outreach tactics:** Users who log in regularly but may only use a limited number of features, indicating room for growth in engagement.- Slightly engaged users should receive targeted feature tips. - Regular users not exploring new features need more education. | - Pre-configured segment available after defining your workspace |
| **Passive** *(Scores between 25 and 49)* | - **Trial & test:** Users who log in occasionally and have minimal interaction with the platform, requiring re-engagement efforts (encourage experimentation).- Passive users get automated re-engagement emails. - Send personalized messages to re-engage passive users. | - Pre-configured segment available after defining your workspace |
| **Least Engaged** *(Scores below 25)* | - **Outreach focus:** Users who have minimal to no activity, indicating a high risk of churn and needing immediate attention.- Immediate support outreach for least engaged users. - Least engaged users receive special incentives to boost activity. | - Pre-configured segment available after defining your workspace |
| **Recently Inactive Users/Accounts** *(Last active between 30 to 60 days ago)* | - **To salvage or not**: Users who haven't engaged with the platform for a month but might still be salvaged with targeted re-engagement strategies.- Trial Recently inactive users get targeted re-engagement campaigns. - Personalized follow-ups for users inactive for over 30 days. | - Pre-configured segment available after defining your workspace |
| **Red Hot** *(Trend increased by 10 or more since the last scoring period)* | - **Change to engagement:** Users whose engagement has significantly increased, indicating a growing interest and potential for upsell. eg: Users who recently started using advanced features extensively. | - Pre-configured segment available after defining your workspace |
| **Ice Cold** *(Trend decreased by 10 or more since the last scoring period)* | - **Disengagement change:** Users whose engagement has dropped sharply, signaling potential dissatisfaction or shifting priorities. eg:- Users who stopped logging in after a consistent daily activity. - Users who unsubscribed from notifications and haven't logged in recently. | - Pre-configured segment available after defining your workspace |
| **Mature Users/Accounts** *(Signed up more than 180 days ago)* | - **Look for stability of usage:** Long-term users who provide consistent feedback and have a stable usage pattern, forming the core user base. eg:- Users who participate in beta testing and provide feedback regularly. - Accounts with detailed usage histories and consistent feature use. | - Pre-configured segment available after defining your workspace |
| **Active Today** *(Last active today)* | - **Current status:** Users who logged in and interacted with the platform today, showing ongoing engagement. eg:- Users who have logged in and completed a task today. - Users who have interacted with customer support today. | - Pre-configured segment available after defining your workspace |
| **Activated Users** *(Activation rate = 100)* | - **Pinnacle of success:** Users who have completed all onboarding steps and actively use the platform's core features, representing successful activation. eg:- Users who completed all profile setup tasks and started using core features. - Accounts where all users have engaged with the primary toolset. | - Pre-configured segment available after defining your workspace |
### 7. Churn Indicators [#7-churn-indicators]
| **Metric** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| ---------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Low Activation** *(Accounts with minimal initial interaction or completion of onboarding processes)* | **New user with incomplete profile:** If a new user signs up but doesn't complete the tutorial or set up their profile within the first week, they might not understand the platform's value, risking early cancellation. | - Configure Activation: Configure activation metrics at account and user level. Use:- frequency based filter - average activation rate - activation rate. |
| **Low Engagement** *(Users or accounts with consistently minimal activity over a set period)* | **Infrequent log in:** An account that logs in infrequently and interacts with only a few features shows a low engagement level, which could indicate a higher risk of churn. | - Configure Activation: Configure activation metrics at account and user level. Use:- frequency based filter - average activation rate - activation rate. |
| **Drop in Engagement** *(A significant decline in user activity over time)* | **Sudden drop in activity:** If a previously active user suddenly reduces their activity by 50% over the past month, it might suggest dissatisfaction or a shift in priorities. | - Use customized workspaces and segment. - Filter at Account level by:- Average score - Average % of active users - Average no of active users - Average 30 adoption |
| **Inactivity** *(Extended periods without any user interaction)* | **No signs of life.** Users who haven't logged in or engaged with the platform for over 30 days are at a high risk of churn. | - Use customized workspaces and segment. - Filter at Account level by:- Average 30 adoption - Last active - Frequency (last 30 days) |
| **Farewell Events** *(Actions that suggest a user is preparing to leave the platform)* | **Watch for exit signals:** If a user exports their data or removes integrations, these are strong indicators that they might be planning to leave. | - Use Segments: Set segment so that “key exit events” are set at 10 and the rest \<5 to trigger. (Useful where a matrix of “exit” features are in play. It also provides a visible focus as a specific segment. - Can also use view at an individual event level and filter by:- top accounts by event - top accounts by score |
### 8. Common Use Cases [#8-common-use-cases]
| **Use Case** | **Examples to spark ideas** | **How to do this in Accoil Analytics** |
| --------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Determine Which Accounts Are Prime for Expansion** (I can analyze engagement scores reveals opportunities for expansion) | Several mid-sized accounts are in the "Most Engaged" category (scores above 75) with a "Red Hot" trend (engagement increased by 10 or more). These accounts represent great opportunities for expansion. Initiating contact with these accounts at 60%-80% activation can drive further engagement and potential upsells. | - Set up a workspace and segment with pre-built suggested segment 🌶️ red hot - Use of filter type by activation rate is between 60%-70% - Pre-configured segment available after building your Engagement Profile |
| **Identify At-Risk Accounts** (I can review engagement scores to identify at-risk accounts) | Several "Recently Inactive" accounts (last active 30-60 days ago) with "Ice Cold" trends (engagement decreased by 10 or more) are at risk and need immediate attention. Targeted re-engagement efforts should focus on understanding their needs and addressing any issues to prevent churn. | - Set up a workspace and segment with pre-built suggested segment “recently inactive” - Use of filter type by trend less 10 vs last x days (nominate time frame) |
| **Improve Feature Adoption at the Account Level** (I can examine feature usage to enhance adoption) | A "Mature Account" (signed up more than 180 days ago) with a "Passive" engagement score (25-49) is only using a limited set of features. Tailoring training sessions to highlight underutilized features can help increase overall engagement and product value for this account. | - Segment with pre-built suggested segment “mature account” - Use of filter type by score is between 25-49 |
| **Ensure Important Account Segments Receive the Right Attention** I can segment accounts by tenure and MRR to prioritize efforts) | High-value, long-term accounts ("Mature Users/Accounts" with high MRR) have varying levels of engagement. Prioritizing customer success efforts for accounts with "Passive" or "Slightly Engaged" scores (25-74) ensures these key segments receive the necessary support to boost their engagement and satisfaction. | - Segment with pre-built suggested segment “slightly engaged” - View your important segment. |
# Create and manage segments
Source: https://docs.accoil.com/docs/segments/create-and-manage-segments
Create, duplicate, edit, save, and delete custom user and account segments.
Create a custom segment when you need an audience that is specific to your team, workflow, or product question. You can start from scratch or duplicate a suggested or custom segment and tailor the copy.
***
### Create a segment [#create-a-segment]
1. In the workspace navigation, select the **plus** icon next to **Segments**.
2. Enter a name for the segment.
3. Choose **User segment** or **Account segment**.
4. Add filters that define who belongs in the segment.
5. Choose **ALL** or **ANY** for the filters, then use filter groups and **Add to group** when you need to organise more detailed logic.
6. Select **Add segment**.
The matching user or account list updates as filters change, so you can inspect the audience as you build it.
***
### Duplicate a segment [#duplicate-a-segment]
Open the segment you want to reuse, then open **Options** and choose **Duplicate**. Accoil creates a copy that you can rename, change, and save as a new custom segment.
Duplicating is useful when an existing audience is close to what you need but should not be changed directly.
***
### Edit a custom segment [#edit-a-custom-segment]
Change the filters or name on a custom segment to update its definition. The matching list changes as you work.
When you have changes that are not yet applied, choose the action that fits the change you want to make:
* **Save changes** or **Update segment** updates the existing custom segment.
* **Save as new segment** creates a new custom segment from the edited version.
* **Cancel** or **Discard changes** returns to the original definition.
***
### Work with suggested segments [#work-with-suggested-segments]
Suggested segments cannot be overwritten or deleted. You can change the filters while exploring one, but save the result as a new custom segment when you want to keep a changed version.
***
### Delete a custom segment [#delete-a-custom-segment]
Use the segment's **Options** menu to delete a custom segment. Deleting a segment removes its saved definition, so use duplicate or save as new when you want to preserve a version before changing it.
***
### Choose the columns in the segment table [#choose-the-columns-in-the-segment-table]
Select **Columns visible** to choose which traits appear in the table. You can show up to eight traits, alongside the Accoil metrics available for that segment.
***
### Take action on selected rows [#take-action-on-selected-rows]
Select users or accounts with the checkboxes in the table, then open **Actions**. Available actions depend on the integrations connected to your workspace and can include exporting to CSV, sending traits to HubSpot, or sending events to Intercom.
***
### Check custom-segment usage [#check-custom-segment-usage]
Custom segments count toward your plan's segment limit. If you reach the limit, go to **Settings** > **Account settings** > **General** to see where custom segments exist across products and workspaces.
# Segments Overview
Source: https://docs.accoil.com/docs/segments
Quickly see hot, cold, and custom account segments.
Create, duplicate, edit, save, and delete custom user and account segments.
Learn how user and account segments work in Accoil, how they update, and where you can use them.
# Understand segments
Source: https://docs.accoil.com/docs/segments/understand-segments
Learn how user and account segments work in Accoil, how they update, and where you can use them.
Segments are audiences of users or accounts that match the filters you choose. Use them to focus on a particular group, understand who is in it, and take action with the tools connected to Accoil.
***
### User and account segments [#user-and-account-segments]
Create a **user segment** when the audience is defined by individual people and their activity. Create an **account segment** when the audience is defined at the account level.
Both types are available in a workspace and can be used to create a focused audience from the filters that matter to your team.
***
### Segments update as you work [#segments-update-as-you-work]
The table updates as you add or change filters, so you can see the audience that currently matches your definition while you are editing it.
For a custom segment, apply or save the changes when you want to change its saved definition. If there are changes that have not been applied, Accoil lets you apply them, cancel them, or discard them and return to the original definition.
***
### Suggested and custom segments [#suggested-and-custom-segments]
Accoil provides suggested segments in every workspace for both accounts and users. They are always available and cannot be deleted or overwritten.
Custom segments are the audiences your team creates. You can create one from scratch, duplicate an existing segment, change its filters, and save it for future use.
***
### Where segments are useful [#where-segments-are-useful]
Segments help teams work with a defined group across Accoil. Depending on the connected integrations and the actions available to your workspace, you can use a segment to:
* review the users or accounts that belong to an audience
* send selected data to connected tools such as HubSpot or Intercom
* power automations
* export a filtered list
* focus reporting on a specific audience
# Best Practices for creating workspaces
Source: https://docs.accoil.com/docs/workspaces/best-practices-for-creating-workspaces
How many events to score in a workspace, how to spread weights across high, medium, and low value actions, and answers to common setup questions.
## Summary [#summary]
Tips for building a workspace that works — from choosing the right events to setting smart weights.
## How this helps [#how-this-helps]
Gives you a solid, structured setup that accurately tracks customer health and engagement.
## **You're on the right track**— measure customer health with clarity [#youre-on-the-right-track-measure-customer-health-with-clarity]
Below: best practices to guide you, plus answers to common questions.
### How many events should be in my workspace? [#how-many-events-should-be-in-my-workspace]
You may be tracking **dozens of events**, but typically only **10-20 key events** truly matter when assessing engagement. Successful models have included as few as **5-7 events**, while others use **20+**, but **10-20 is a solid rule of thumb**.
* **Too few events?** This can limit the accuracy of your scoring model.
* **Too many events?** It can make your workspace overly complex and harder to interpret.
A well-balanced Workspace captures **diverse user behaviors** without overwhelming the scoring model.
### How should I weight each event? [#how-should-i-weight-each-event]
A useful workspace blends high, medium, and low weights. Here’s what each range typically represents — and examples to guide your setup:
| **Weight Range** | **Descriptor** | **What It Tells You** | **Example Events** |
| ---------------- | ------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- |
| **7 - 10** | **Very important** High value High impact High engagement Primary signals | These events are make-or-break. They either reflect deep engagement or are essential to product success — like publishing a form or creating a report. Without these, users aren’t really “using” your product. | - Created a form - Published a template - Completed onboarding - Connected a data source |
| **4 - 6** | **Moderately important** Moderate value Moderate impact Steady engagement Secondary signals | These are your dependable indicators. Regular use of these features shows the product is being used as intended — they support the key flows, even if they’re not the flashiest moments. | - Viewed form submissions - Added a teammate - Scheduled a report - Used a saved filter |
| **1 - 3** | **Slightly important** Lower value Lower-impact Lower engagement Tertiary signals | These are basic, routine actions (like logging in or viewing a dashboard). Good to know, but not very telling when it comes to actual engagement or product value. | - Logged in - Visited homepage - Viewed help doc - Clicked on a notification |
| **0** | **No impact** Not scored Omitted signals | These events don’t contribute to a meaningful health score. If they don’t help you tell the story of user success, it’s better to leave them out. | - Resized a window - Changed theme - Opened a settings menu (without making changes) |
### What if I miss an important event? [#what-if-i-miss-an-important-event]
No worries — Accoil’s **Events tab** helps you spot valuable events that haven’t been scored yet.
A few days after setting up your first score, check for:
* **High-engagement events** that aren’t yet scored. These might be worth adding to your workspace for more accurate insights.
In the Events tab, you’ll see both **scored** and **unscored** events, their activity levels, and how much engagement they’re driving.
Learn how to identify **[High impact events](/docs/features-and-events/legacy-identifying-your-most-engaging-events)**
### Can I update my workspace later? [#can-i-update-my-workspace-later]
Absolutely. Workspaces in Accoil are flexible — and built for iteration.
* In the first few days, expect to tweak your score a few times. That’s normal.
* When you update your workspace, Accoil **automatically refreshes** your reports — no need to worry about losing past data.
***
### Can I Score different User Groups separately? [#can-i-score-different-user-groups-separately]
Yes! Accoil lets you create **[multiple workspaces](/docs/workspaces/creating-multiple-workspaces)** for different user segments.
Here’s how we recommend approaching it:
1. **Start broad** — Set up a general score for all users.
2. **Then go specific** — Create additional workspaces tailored to key user groups (e.g. different plans, regions, roles).
***
### Trust your expertise [#trust-your-expertise]
You know your product best. If a scoring model feels right based on how users engage — it probably is.
Need a second opinion or help refining your setup? Contact us - we are here to help.
# Configuring a Workspace
Source: https://docs.accoil.com/docs/workspaces/configuring-a-workspace
Create a workspace, choose its 1, 7, or 30-day time window, add the features that define engagement, and tune the weights behind the score.
### Summary [#summary]
Learn how to set up and configure a workspace in Accoil, including how to assign event weights, define time windows, and apply filters to tailor engagement scoring.
### How this helps [#how-this-helps]
Workspaces give you a focused way to measure engagement — so you can track the signals that matter and ignore the noise. Whether you’re scoring trial users or monitoring power-user behavior, it all starts here.
## Create a Workspace [#create-a-workspace]
1. **Head to "Workspace settings in "Settings" on the left navigation button.**
2\. **Select "Add workspace" to create a new workspace**
3\. **Give your workspace a name, then choose a time window**
Give your workspace a name, then choose a **time window**:
* **1-day:** For tracking daily active usage
* **7-day:** Great for week-over-week trends
* **30-day:** Ideal for monthly engagement cycles
Choose the time window that aligns with how your users typically engage. No wrong answers here — just pick what makes the most sense for your product.
4\. **Add your Features to define engagement**
Select your relevant features to add to your score configuration and you’ll find them in a simple drop-down menu. All events within a feature will be added with a default weight of 1.
Features are usually configured on set up and live in your Settings. Learn more about [setting up Features](/docs/configuration/setting-up-features)
5. **Adjust Feature weights**
Once added, you can fine-tune your scoring model:
**Set Feature Importance (1–10):**
Each feature can be rated on how much it should contribute to your engagement score.
**Control Events Individually:**
Want to get more specific? You can adjust the weight of each event inside a feature
To remove a feature from the score, just click the **trash icon** next to it.
***
### How scored events affect active status [#how-scored-events-affect-active-status]
The events added directly, and the events inside selected features, become the workspace's **scored events**. They affect both the engagement score and active status:
* A user is active in this workspace when they trigger at least one scored event during the workspace period.
* An account is active when at least one user on the account triggers a scored event during the workspace period.
Events that are received by Accoil but are not included in this workspace's score do not make a user or account active here. Choose the scored events deliberately so active-user and active-account metrics reflect the behaviour this workspace is intended to analyse.
***
## Score Filtering [#score-filtering]
You can filter your workspace to only apply to a subset of your user base. This is very helpful if you want to create a different scoring model for different types of users (`trial vs paid users` , `admin users vs team members`, `buyers vs sellers`, etc).
**Note:** **First time setting up a score?** Start without filters to understand your data before refining further.
## Multiple Workspaces [#multiple-workspaces]
Accoil lets you build **multiple workspaces** to suit different goals or teams.
For example, one workspace for onboarding, another for power users, and one for upsell triggers. Learn more more about working with [multiple scoring models (and why you would use them)](/docs/workspaces/creating-multiple-workspaces).
**Recommended Reading:**
* [Best Practices for Creating Workspaces](/docs/workspaces/best-practices-for-creating-workspaces)
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Creating multiple Workspaces
Source: https://docs.accoil.com/docs/workspaces/creating-multiple-workspaces
Build a separate workspace for each type of user, apply filters so only matching users are scored, and switch between workspaces as you work.
### Summary [#summary]
Create and manage multiple workspaces in Accoil to score and analyze different types of users — all with their own engagement behaviors
### How this helps [#how-this-helps]
Allows for a more nuanced engagement analysis, ensuring different user segments receive tailored scoring models.
Why Use Multiple Workspaces?
Not all users behave the same way.
With **multiple workspaces**, you can tailor scoring to fit different segments — like:
* Trial vs. paid users
* Onboarding vs. power users
* Admins vs. team members
* Different products, plans, or departments
Each workspace acts as a **custom scoring model**, with its own feature & event weights, time windows, and filters.
***
### What Is a Workspace Again? [#what-is-a-workspace-again]
A workspace is simply a scoring model in Accoil. It tells us:
* **Which features and events matter**
* **How much they matter**
* **Which users it applies to**
***
### How to Create Multiple Workspaces [#how-to-create-multiple-workspaces]
1. **Create your first workspace**
Build the scoring model: select features, assign weights, and pick your time window.
[Learn how to configure a workspace](/docs/workspaces/configuring-a-workspace)
2. **Apply filters (optional)**
Use filters to focus your scoring on a specific group — e.g., only trial users or admins.
You can filter by:
* Plan type
* Role
* User status
* Behavior patterns
When a filter is applied, only matching users are scored — and all dashboards reflect that segment.
3\. **Rinse and repeat**
Just follow the same steps to create a second, third, or as many workspaces as you need.
***
### Switching Between Workspaces [#switching-between-workspaces]
Once you’ve created more than one workspace, you can switch views anytime.
To toggle:
1. Open the **Workspaces menu** (top left of your screen).
2. Select the workspace you want — e.g. *Paid Accounts*, *At-Risk Accounts*, or *Trial Accounts*.
Your entire Accoil view will update instantly to reflect the selected workspace.
**Tip for new users:** Start with one workspace to get the hang of scoring before adding more
# How is the Workspace score calculated?
Source: https://docs.accoil.com/docs/workspaces/how-is-the-workspace-score-calculated
How Accoil turns scored events and their weights into a workspace score, and why those same scored events decide who counts as active.
### Summary [#summary]
Breaks down the calculation of the Accoil Analytics score based on event occurrence and weights, for understanding engagement scoring.
### How this helps [#how-this-helps]
Provides insights into the engagement scoring process, allowing for refined event weighting and more accurate scoring.
## What goes into the Score [#what-goes-into-the-score]
Your Accoil Analytics score is based on two things:
1. Events - the actions users take in your product.
2. Event weights - The importance assigned to each event.
That’s the foundation. Everything else builds from here.
### Scored events also determine active status [#scored-events-also-determine-active-status]
The events selected directly for a workspace, and the events inside selected features, are the workspace's **scored events**. They determine both the engagement score and who is considered active during the workspace period.
* A user is active when they trigger at least one scored event.
* An account is active when at least one associated user triggers a scored event.
An unscored event does not contribute to the workspace score and does not make the user or account active in that workspace. This lets each workspace use a focused definition of activity for more meaningful analysis.
## How the Score is Calculated [#how-the-score-is-calculated]
Imagine you're tracking engagement in a CRM app. You might define your event weights like this:
| **Event** | **Weight** |
| ------------------- | ---------- |
| Create New Lead | 9 |
| Schedule Meeting | 7 |
| Log Call | 5 |
| Send Email | 3 |
| Update Contact Info | 1 |
Now let's say a user performed these events over a specified period:
| **Event** | **Count** | **Weight** | **Score** \*\*(Count x Weight)\*\* |
| ------------------- | --------- | ---------- | ----------------------------------- |
| Create New Lead | 3 | 9 | 27 |
| Schedule Meeting | 5 | 7 | 35 |
| Log Call | 10 | 5 | 50 |
| Send Email | 20 | 3 | 60 |
| Update Contact Info | 15 | 1 | 15 |
| **Total Raw Score** | | | **187** |
This gives us a **Raw Score** of 187. But raw scores alone don’t tell the full story — they need to be scaled to mean something across the board.
In order to give you a more “usable” and easily digested, we normalize everyone’s scores to a number between 1-100.
## Normalization of Scores [#normalization-of-scores]
To make engagement scores more meaningful, we scale them to a range of **1 to 100** using an exponential formula. This takes the full range of activity into account — especially at the higher end.
**Here's how it works:**
1. Calculate all raw scores based on the score configuration
2. Find the **90th percentile** (this becomes the benchmark)
3. Apply an exponential transformation that normalizes scores relative to that point
This ensures:
* The highest engagement scores represent true power users.
* Scores remain dynamic as user activity trends shift.
* A fair benchmark for comparing engagement across different accounts.
### Example: Normalization in action [#example-normalization-in-action]
Let’s say these are raw scores across a group of users:
\[475, 89, 101, 7, 3, 21, 2, 149, 223, 1, 13, 9, 37]
The **90th percentile** here is **208**. Based on that, here’s what the normalized scores look like:
| **Raw Score** | **Normalized Score** |
| ------------- | -------------------- |
| 475 | 90 |
| 223 | 66 |
| 149 | 51 |
| 101 | 38 |
| 89 | 35 |
| 37 | 16 |
| 21 | 10 |
| 13 | 6 |
| 9 | 4 |
| 7 | 3 |
| 3 | 1 |
| 2 | 1 |
| 1 | 0 |
Key features of this normalization:
* Unlike linear scaling, it provides better differentiation between lower scores
* Higher raw scores show continued improvement but with diminishing returns
* The transformation naturally handles outliers without artificial caps
* Scores remain proportional to actual engagement levels
### Account Scoring [#account-scoring]
We use the same process to score accounts — just at a broader scale.
1. Add up activity across all users in an account
2. Normalize that score using the same 90th percentile method
The outcome?
* **Accounts with more engaged users** will generally have higher scores.
* **Accounts with fewer active users** will score lower.
* Scores evolve as activity levels shift over time
This approach ensures that Accoil Analytics provides a comprehensive and fair assessment of user and account engagement, enabling you to make informed decisions based on accurate data.
***
### Understanding Relative Scores [#understanding-relative-scores]
It's important to note that scores are relative to the overall engagement across all accounts. This means that maintaining the same level of raw activity doesn't guarantee the same score over time. Here's an example:
Day 1:
* Account A Raw Score: 100
* 90th percentile threshold across all accounts: 200
* Account A Normalized Score: 39.3
Day 30:
* Account A Raw Score: 100 (unchanged)
* 90th percentile threshold across all accounts: 400 (increased due to higher overall engagement)
* Account A Normalized Score: 22.1
This decrease in score doesn't mean Account A is doing worse – they're maintaining the same level of activity. Instead, it indicates that other accounts have increased their engagement levels, raising the overall benchmark.
This relative scoring approach:
* Reflects real-world engagement patterns where "good" engagement levels evolve over time
* Encourages continuous improvement rather than maintaining static activity levels
* Provides context for how an account's engagement compares to the current user base
* Helps identify accounts that may need attention even if their raw activity hasn't decreased
When you combine raw activity with score movement over time, you get a much clearer picture of how your users or accounts are really doing.
# Workspaces Overview
Source: https://docs.accoil.com/docs/workspaces
Lay the foundation for accurately measuring engagement.
How many events to score in a workspace, how to spread weights across high, medium, and low value actions, and answers to common setup questions.
Create a workspace, choose its 1, 7, or 30-day time window, add the features that define engagement, and tune the weights behind the score.
Build a separate workspace for each type of user, apply filters so only matching users are scored, and switch between workspaces as you work.
How Accoil turns scored events and their weights into a workspace score, and why those same scored events decide who counts as active.
Set the workspace Accoil opens in when you log in, using the Options menu in workspace settings so you land on the right scores each time.
Use dashboards, metric cards, and profiles to understand how engagement changes over time.
Learn how a workspace defines scoring, active users and accounts, activation, and the audience being analysed.
Group your events into features, then score and weight those features so your workspace reflects what good engagement actually looks like.
# Picking your default workspace
Source: https://docs.accoil.com/docs/workspaces/picking-your-default-workspace
Set the workspace Accoil opens in when you log in, using the Options menu in workspace settings so you land on the right scores each time.
## Summary [#summary]
Learn how to set a **default workspace** in Accoil so you land on the right score the moment you log in.
## How this helps [#how-this-helps]
Save time and cut out extra clicks — go straight to the customer health view that’s most relevant to you.
### How to set your default workspace [#how-to-set-your-default-workspace]
1. Click **Settings** in the bottom left menu, then select **Workspaces** under Project Settings.
2. Find the workspace you want to make default (e.g. *Paid Accounts*).
3. Click **Options** on the right-hand side of that workspace.
4. Select **Set as default**.
Next time you log in, Accoil will open directly in your chosen workspace.
# Track engagement score changes over time
Source: https://docs.accoil.com/docs/workspaces/track-engagement-score-changes-over-time
Use dashboards, metric cards, and profiles to understand how engagement changes over time.
Accoil lets you review engagement at workspace, account, and user level. Use a dashboard for the overall trend, then open an account or user profile when you need to understand an individual result.
***
### Review the overall trend [#review-the-overall-trend]
Open the **Home** or **Engagement** suggested dashboard and choose the user or account context that matches your question. Set the time period before comparing the current result with an earlier period.
The **Total Score** metric still exists in the new dashboard experience. It is displayed as a metric card rather than the retired standalone score report. Use the chart or summary on the card to review the direction of the metric over the selected period.
The latest period can be incomplete. When Accoil shows an incomplete period in grey, treat it as a work in progress rather than a final comparison point.
***
### Investigate an account or user [#investigate-an-account-or-user]
Open an account or user profile from a dashboard, segment, profile list, or search result. The cards on the profile help explain the activity and product usage behind that record's result.
Profile layouts can be customised, so the cards available to you may differ from another person's layout. Check the workspace, object, and time-period context before comparing results.
***
### Build a focused view [#build-a-focused-view]
Use the **Metric Library** when you need a different engagement, activity, feature, event, segment, or retention metric. Add the relevant metric card to a custom dashboard when your team needs to return to the same set of measures regularly.
Avoid comparing values from different objects or time periods as if they measure the same thing. A user result describes one person; an account result combines activity around an account.
# Understand workspaces
Source: https://docs.accoil.com/docs/workspaces/understand-workspaces
Learn how a workspace defines scoring, active users and accounts, activation, and the audience being analysed.
A workspace defines what meaningful product engagement looks like for a particular audience. It brings together the events and features that contribute to the engagement score, the period used to evaluate activity, optional audience filters, and separate activation criteria.
***
### What a workspace controls [#what-a-workspace-controls]
Each workspace can define:
* the events and features included in engagement scoring
* the relative weight of the scored events
* the period used to evaluate activity
* optional filters that limit the workspace to a particular audience
* user and account activation criteria
Everyone included in the workspace is evaluated using the same configuration. This makes scores, active status, activation, segments, profiles, and dashboard metrics meaningful within that workspace's context.
***
### Scored events also define who is active [#scored-events-also-define-who-is-active]
The events and features selected for a workspace do more than calculate engagement scores. They also determine what Accoil considers active in that workspace.
A **scored event** is an event included in the workspace's score, either because it was selected directly or because it belongs to a selected feature.
* A user is active in the workspace when they trigger at least one scored event during the relevant period.
* An account is active in the workspace when at least one user on the account triggers a scored event during the relevant period.
An event that is sent to Accoil but is not included in the workspace's score does not make the user or account active in that workspace. This means the same user or account can be active in one workspace and inactive in another.
This distinction supports more focused analysis. For example, a workspace designed around a reporting workflow can count people as active only when they use one of the reporting events or features selected for that workspace, rather than when they perform any action in the product.
***
### Engagement and activation answer different questions [#engagement-and-activation-answer-different-questions]
Engagement scoring measures ongoing activity across the events selected for the workspace. Activation measures progress through the early actions that indicate a user or account has begun to receive value.
Activation criteria are configured separately for users and accounts. Completing an activation condition does not automatically make someone active unless the underlying action is also a scored event in the workspace.
***
### Why use multiple workspaces [#why-use-multiple-workspaces]
Different audiences can receive value from different parts of a product. Separate workspaces let you use a relevant definition of activity and engagement for:
* different user roles, such as administrators and end users
* different plans, such as self-serve and enterprise
* different lifecycle stages, such as trials and established customers
* different products or product areas
Because active status and scores depend on each workspace's selected events and features, compare results within the same workspace unless you deliberately want to compare two different definitions of engagement.
***
### Example [#example]
Suppose a workspace for report creators scores these events:
* created a report
* edited a report
* shared a report
A user who signs in but does not perform one of those scored events is not active in that workspace. A user who shares a report is active, and that event also contributes to their engagement score according to its configured weight.
Continue with [Configure a workspace](/docs/workspaces/configuring-a-workspace) when you are ready to select events, features, weights, filters, and a period.
# Unsure what to score and weight in your workspace?
Source: https://docs.accoil.com/docs/workspaces/unsure-what-to-score-and-weight-in-your-workspace
Group your events into features, then score and weight those features so your workspace reflects what good engagement actually looks like.
## Summary [#summary]
Set up your workspaces by grouping related events into Features—this is the clearer way to measure what good engagement looks like in Accoil.
## How this helps [#how-this-helps]
Features help you focus on what truly matters by turning scattered user actions into easy-to-score patterns, giving you a smarter, simpler way to track customer health.
***
## Why this matters [#why-this-matters]
Your Workspace in Accoil is where you define how customer engagement is measured—and it’s what fuels your Customer Health Scores. A strong Workspace highlights what good engagement *really* looks like so you can spot patterns, celebrate power users, and step in before things go sideways.
## Here’s the big update: [#heres-the-big-update]
**[Features](/docs/configuration/setting-up-features)** are now the primary way to score your Workspaces—not just individual events.
## What Are Features (and Why are they better)? [#what-are-features-and-why-are-they-better]
Think of **Features** as meaningful groups of related events. Instead of scoring each click or view, you now group those actions into Features like “Collaboration,” “Onboarding,” or “Usage of Core Tools.”
Each Feature tells a richer, more complete story about user behavior—and makes your Workspace setup way easier and more insightful.
***
## Step-by-Step: Set up your Scoring with Features [#step-by-step-set-up-your-scoring-with-features]
## 1. Start with your events [#1-start-with-your-events]
List out all the key things users can do in your product—logins, invites, uploads, etc.
Then ask: *What do these actions add up to?*
That’s your Feature.
For example:
* “Uploaded a file” + “Shared a file” = **Collaboration**
* “Completed onboarding” + “Watched tutorial” = **Getting Started**
## 2. Group events into features [#2-group-events-into-features]
Head to the **[Features](/docs/configuration/setting-up-features)** section in Accoil and start grouping your events. It depends on your product, but as a rule of thumb, start with **5–6 Features**, each made up of **5-10 related events**.
It doesn’t have to be perfect—think of this as your first draft. You’ll tweak it as you go.
## 3. Score the features [#3-score-the-features]
Each Feature can be scored based on how critical it is to customer success.
Here’s a simple guide:
| **Feature Type** | **Weight** | **When to Use It** |
| ----------------------- | ---------- | -------------------------------------------------- |
| **Core Features** | 7–10 | Must-have behaviours (e.g. “Data Synced”) |
| **Important Features** | 4–6 | Good-to-see habits (e.g. “Shared Report”) |
| **Supporting Features** | 1–3 | Helpful but not make-or-break (e.g. “Visited FAQ”) |
**Tip:** If a Feature doesn’t tell you much about health, give it a weight of **0**—or don’t include it at all.
***
## Bring in qualitative insights [#bring-in-qualitative-insights]
Not all signals come from clicks.
* **Ask your customers:** Use surveys and feedback calls to find out what they value most.
* **Talk to your team:** Support and CS folks often know which interactions really matter.
* **Cross-reference your Features:** Make sure they align with what your users (and your team) think is important.
***
## Keep things fresh [#keep-things-fresh]
Your product evolves. So should your Workspace.
* Use the **Activity tab** to spot important events that aren’t part of a Feature yet.
* Expect to tweak things in your first few weeks.
* Updating Workspaces won’t mess with your historical data—so go ahead and adjust.
***
## Start broad, then get granular [#start-broad-then-get-granular]
You don’t need 10 Workspaces on day one.
Start with one **Customer Health Score** for everyone. As you learn, break it down into relevant focuses eg: New vs Year 2+ customers, Free vs Paid.:
***
## Need a hand? [#need-a-hand]
Scoring doesn’t need to be overwhelming. If you want a gut check or second opinion, reach out to the Accoil team—we’re always happy to help.
# Atlassian Forge Analytics
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/atlassian-marketplace/atlassian-forge-analytics
Find the developer guides for adding Accoil analytics to an Atlassian Forge app, including a full walkthrough and a 10-minute quick setup.
### Summary [#summary]
Direct links to resources for adding analytics to your Atlassian Forge apps.
### How this helps [#how-this-helps]
Find clear Forge Analytics implementation guides without searching around.
### Intro [#intro]
If you need help adding analytics to your Forge apps, the resources below can guide you through the process. They include patterns and strategies we’ve found effective in developing our own Forge apps, though you may need to adapt them for your own app.
All guidance is for informational purposes—use what’s relevant for your context.
### Resources [#resources]
* [Complete Forge Analytics Implementation Guide](https://developer.accoil.com/docs/complete-analytics-setup-in-atlassian-forge)
* [10-Minute Quick Analytics Setup](https://developer.accoil.com/docs/10-minute-atlassian-forge-analytics-guide)
# Atlassian Marketplace
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/atlassian-marketplace
Using Accoil with Atlassian Forge and the Marketplace.
Find the developer guides for adding Accoil analytics to an Atlassian Forge app, including a full walkthrough and a 10-minute quick setup.
# Deleting your Accoil account
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/faq/deleting-your-accoil-account
Analytics data is deleted 90 days after your subscription or trial ends, and you can request earlier deletion of the account and its data.
At Accoil, we take your data privacy and control seriously. If you’d like to delete your account and all associated analytics data, this guide outlines how and when your data is removed—and how to request deletion sooner if needed.
***
### Automatic Deletion After Trial or Subscription Ends [#automatic-deletion-after-trial-or-subscription-ends]
By default, all analytics data associated with your Accoil account is automatically deleted **90 days after your subscription or free trial ends**. You don’t need to take any further action unless you’d like your data removed sooner.
This 90-day retention period allows teams to resume access if needed, without losing historical data immediately.
***
### Requesting Immediate or On-Demand Deletion [#requesting-immediate-or-on-demand-deletion]
If you’d prefer to delete your account and all related data **before the automatic 90-day window**, you can make a request at any time.
### What Gets Deleted: [#what-gets-deleted]
When your request is processed, the following is permanently removed:
* Your Accoil account
* All analytics data collected under that account
* Associated user behavior, event, and usage records
### How to Request Deletion: [#how-to-request-deletion]
To request deletion of your account and all analytics data:
1. **Submit a Support Request**
* Send an email to [support@accoil.com](mailto\:support@accoil.com)
*or*
* Use the in-app support widget to contact our support team
2. **Include the Following in Your Request:**
* Your account email or organization name
* A clear request stating that you’d like your account and data to be permanently deleted
3. **Confirmation & Processing:**
* Our team will confirm your request and initiate the deletion process.
* You’ll receive a confirmation once deletion is complete.
⚠️ *Please note: This process is irreversible. Once deleted, your data cannot be recovered.*
***
### Need Help or Have Questions? [#need-help-or-have-questions]
If you’re unsure whether deletion is the right step for you, or if you just want to pause your account instead, feel free to reach out. Our team is happy to walk you through your options.
# FAQ
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/faq
Short answers to the questions we get most often.
Analytics data is deleted 90 days after your subscription or trial ends, and you can request earlier deletion of the account and its data.
Answers to common questions about Accoil security, SOC 2 and GDPR compliance, available certifications, and how to raise a data subject request.
Frequency counts the days a user or account triggered a scored event in the workspace period, and you can track how it shifts over time.
Tenure measures how long a user or account has been with you, calculated from the createdAt trait and usable as a segment filter.
# Trust and Compliance
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/faq/trust-and-compliance
Answers to common questions about Accoil security, SOC 2 and GDPR compliance, available certifications, and how to raise a data subject request.
##
### Summary [#summary]
Welcome to our Trust Center FAQ page. Here, we answer the most common questions about our security, compliance, and privacy policies.
**Q. Where can I find information in regards to privacy, data collection and jurisdictions covered?**
* All information can be found via our log-in page and on the Accoil Website.
***
**Q. Is Accoil Analytics compliant with data privacy regulations ?**
* Yes Accoil is SOC2 and GDPR compliant.
***
**Q. Are audits or certifications available to demonstrate compliance?**
* Certification and attestations can be found on our website. [https://www.accoil.com/](https://www.accoil.com/)
* Full reports are available on request, and subject to approval
***
**Q. What security measures do you have in place to protect my data?**
* Accoil employs a variety of measures and controls to protect data including encryption, access controls, firewalls, and security monitoring
* Further details can be found in the Trust Centre on the Accoil Website
***
**Q. How do I request my Data removal?**
For Data Subject Access Requests (DSARs) under GDPR
(EU/UK):
DataRep, The Cube, Monahan Road, Cork, T12 H1XY, Republic of Ireland
* To raise a question to Accoil Pty Ltd, or otherwise exercise your rights in respect of your personal data, you may do so by:
* sending an email to DataRep at [datarequest@datarep.com](mailto\:datarequest@datarep.com) quoting in the subject line; Data Subject Access Requests
* contacting us on our online webform at [www.datarep.com/data-request](http://www.datarep.com/data-request), or
* mailing your inquiry to DataRep at the above address.
*for all other jurisdictions or queries:*
* [security@accoil.com](mailto\:security@accoil.com)
***
**Q. How can I contact your security or compliance team for more information?**
* [security@accoil.com](mailto\:security@accoil.com)
***
**Q. How often do you conduct security audits and penetration testing?**
* We will conduct regular audits to assess our compliance with this policy and applicable privacy regulations. Audits may be conducted internally and by an external auditor.
***
**Q. What happens in case of a data breach?**
* In the event of a data breach, we activate our incident response plan to quickly contain, investigate, and mitigate the issue. Customers are notified in a timely and transparent manner, and we log and report all incidents according to our audited security and compliance protocols.
***
**Q. How do you handle third-party vendors and sub-processors?**
*Explain how you vet, monitor, and contractually require compliance from third-party providers.*
* By providing us with personal information, you consent to the disclosure of your personal information to third parties who reside outside Australia and, if you are a European Union (**EU**) citizen, to third parties that reside outside the EU. Where the disclosure of your personal information is solely subject to Australian privacy laws (and not subject to the GDPR), you acknowledge that we are not required to ensure that those third parties comply with Australian privacy laws.
***
**Q. How do you ensure employee security awareness and compliance?**
* All employees are required to annually complete security awareness and privacy practices training.
* Training includes, but is not limited to:
* Identifying personal information.
* Understanding the legal requirements for handling personal information.
* Securely collecting, storing, and disposing of personal information
# What is Frequency and how is it calculated?
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/faq/what-is-frequency-and-how-is-it-calculated
Frequency counts the days a user or account triggered a scored event in the workspace period, and you can track how it shifts over time.
## Summary [#summary]
Learn how **frequency** is calculated in Accoil and why it matters for understanding user and account activity levels.
## How this helps [#how-this-helps]
Frequency provides insights into **how often users engage** with your product, helping identify **behavior patterns** and **engagement opportunities**.
## What is Frequency? [#what-is-frequency]
**Frequency** measures **how often** a **user or account** interacts with your product within the defined **scoring period**.
**For users**: Frequency is the **number of days** a user was active within the scoring period.
**For accounts**: Frequency is the **number of days** any user within the account was active.
## How Frequency is calculated [#how-frequency-is-calculated]
**Users:** The number of days a user triggered a **scored event** in the last **X days** (based on your workspace).
* Example: A **frequency of 3** means the user was active on **3 out of the last X days**.
**Accounts:** The number of days **any user** on an account triggered a **scored event** in the last **X days**.
* Example: A **frequency of 5** for an account means at least one user was active **5 out of the last X days**.
## Tracking Frequency over time [#tracking-frequency-over-time]
On each **user and account detail page**, you'll find an **over-time Frequency chart** that:
* **Tracks changes in frequency** over time.
* **Highlights engagement trends**, showing whether usage is **increasing or decreasing**.
Each data point represents **frequency for the previous X days**, based on your **workspace setting**.
*Use these insights to **spot engagement shifts**, **prioritize outreach**, and **optimize user retention strategies**.*
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# What is Tenure and how is it calculated?
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/faq/what-is-tenure-and-how-is-it-calculated
Tenure measures how long a user or account has been with you, calculated from the createdAt trait and usable as a segment filter.
### Summary [#summary]
Details the calculation and importance of Tenure in Accoil for assessing user/account engagement.
### How this helps [#how-this-helps]
Offers insights into user or account longevity, enabling targeted engagement strategies based on lifecycle stages.
The Tenure of a user or an account is an essential data point when assessing product engagement.
Tenure is the answer to the question:***How long has this user and/or account been with us?***
In Accoil Analytics, Tenure is a trait we hold dear. On any user or account detail page, you can view Tenure, but more importantly, Tenure is a trait you can use to segment your users and/or accounts.
## How does Accoil calculate Tenure? [#how-does-accoil-calculate-tenure]
We use the standard `createdAt` trait to calculate Tenure. This is a trait you can pass at the user as well as at the account level (using [Segment's Group call](https://segment.com/docs/spec/group/)). The calculation is pretty simple:
For **user tenure,** we simply subtract the `createdAt` date from TODAY.
For **account tenure**, we look first for a `createdAt` trait on the Group-level. If one does not exist, we look for the `createdAt` trait for the users on that account and subtract the earliest data from TODAY. This calculation takes a bit longer, so using `createdAt` at the Group level is definitely recommended.
**Note: If you are not using the** `createdAt`**trait for users or accounts, we will not be able to calculate Tenure in Accoil Analytics.**
# How to migrate from June
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/june-migration/how-to-migrate-from-june
A guide for teams migrating from June to Accoil — with familiar integrations, deeper insights, and a product built for long-term growth.
### **Looking for a home after June?** [#looking-for-a-home-after-june]
Accoil is a powerful, easy-to-use analytics platform built for product and growth teams. If you loved June’s simplicity and clarity, you’ll feel right at home here.
### Welcome June users: Meet Accoil [#welcome-june-users-meet-accoil]
First off: we have a lot of respect for what the team at **June.so** built. Their clean design, no-nonsense approach, and focus on making analytics actually usable set a new standard in the product world. Like many, we’ve watched their journey with admiration — and more than a little inspiration.
With June shutting down and joining Amplitude, we know it’s a tough moment for a lot of teams. If you’re looking for a future-proof, thoughtful alternative, Accoil is here to help you make a smooth transition.
***
### Why Accoil? [#why-accoil]
* **Familiar integrations**: Segment, Rudderstack, Attio, HubSpot, Slack, and more
* **Proven platform**: 6+ years of product development behind the scenes
* **Deep expertise**: Founders with two decades in B2B SaaS — for Product, CS, and Revenue teams
* **Serious about reliability**: We’re here for the long haul
* **Ready to grow with you**: From product launch to revenue scale
Accoil offers an intuitive analytics experience for modern teams — with smart engagement tracking, actionable insights, and real collaboration between Product, Customer Success, and Revenue. We’re in a similar space as June, but with a few ideas of our own.
**Want a better understanding how the key concepts from June translate to Accoil**
This [simple overview](https://developer.accoil.com/docs/from-june-to-accoil-concept-map#/) covers just the essentials—no tech jargon, just what you need to know.
***
### Step 1: Understand what’s different [#step-1-understand-whats-different]
Accoil isn’t a clone of June — and we don’t try to be. June came from product analytics. Accoil is built for **Customer Success, Growth, and Revenue teams** who need to understand **account health, usage trends, and retention signals** — not just chart clicks.
Start by reviewing our [feature comparison guide](https://developer.accoil.com/docs/june-vs-accoil#/) — it’s a transparent, honest look at what June offered and what we support today. You’ll quickly get a feel for what maps, what doesn’t, and what might not matter depending on your goals.
***
### Step 2: Choose how you will switch your product data [#step-2-choose-how-you-will-switch-your-product-data]
Accoil works with most modern data pipelines. If you're already using a Customer Data Platform like **Segment, RudderStack, or PostHog**, switching is usually as simple as flipping a toggle or updating your destination config. We also support **direct API integration**, if you're sending events server-side or from your frontend.
For help choosing the right method, check out our [integration guide](https://developer.accoil.com/docs/sending-june-event-data-to-accoil#/).
***
### Step 3: Export your historical data (Optional) [#step-3-export-your-historical-data-optional]
Want to bring your old data with you? June allows you to export your event history — and we make it simple to import that data into Accoil.
You’ll find a walkthrough of how to do that in our [import guide](https://developer.accoil.com/docs/importing-data-from-june#/). You don’t *have* to import historical data to get value from Accoil — but the option’s there if you want continuity.
***
### Optional: See how concepts map from June → Accoil [#optional-see-how-concepts-map-from-june--accoil]
You’ll find that many core concepts — people, accounts, events, audiences — have equivalents in Accoil. But the framing may feel different.
We’ve created a [conceptual comparison](https://developer.accoil.com/docs/from-june-to-accoil-concept-map#/) that shows how key ideas translate. For most teams, the shift feels intuitive — but this guide might help if you’re reorienting a team or recreating internal workflows.
***
### Ready to get started? [#ready-to-get-started]
You can [sign up for an Accoil account](http://app.accoil.com/signup) anytime — we offer a 60-day free trial to make your transition easier.
***
### Need something you don’t see? [#need-something-you-dont-see]
If there’s a feature you relied on in June that isn’t in Accoil yet, let us know. We’re listening, learning, and shipping improvements every week.
# June migration
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/june-migration
Moving to Accoil from June.
A guide for teams migrating from June to Accoil — with familiar integrations, deeper insights, and a product built for long-term growth.
# Troubleshooting
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/troubleshooting
Fix data, scoring, and integration problems.
Accounts are usually missing because Accoil is not receiving group calls, so check your Segment source schema, mappings, and delivery status.
Accoil only reports users and accounts that have triggered a scored event, so add a broad event such as login if you want wider visibility.
Tenure is missing when Accoil is not receiving the createdAt trait, so check that your integration sends it at user and account level.
# Missing Account Level data
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/troubleshooting/missing-account-level-data
Accounts are usually missing because Accoil is not receiving group calls, so check your Segment source schema, mappings, and delivery status.
If you’re not seeing any Accounts associated with your users in Accoil, it’s likely because we’re not receiving `Group`**calls** from Segment. Group calls are what send account-level data and traits into Accoil — without them, we can’t associate users with their respective accounts.
To resolve this, here are a few checks your team can perform in Segment:
1. **Confirm**`Group`**events are being sent from your Segment Source**
* Head to your **Source** in Segment (e.g., your web or backend source).
* Click into the **Schema** tab.
* Then click the **Group** section (as shown in the screenshot below).
* You should see whether any `group` events are being registered.
**2. Verify**`Group`**mappings are enabled for the Accoil Destination**
* Go to the **Accoil Analytics** Destination in Segment.
* Select the **Mappings** tab.
* Make sure that `Group Calls` are listed and the toggle is set to **Enabled**.
* Also confirm that `Track`, `Page`, `Identify`, and `Screen` events are mapped if you're using those too.
**3. Check Delivery Status for Group Calls**
* Still within the Accoil Destination, go to the **Delivery Overview** tab.
* Change the filter to **Group Calls** from the dropdown menu.
* Look at the **Successful delivery** box — this will tell you how many group calls have actually been delivered to Accoil.
If Segment is showing that group calls have been sent or delivered elsewhere, then it’s possible something is being blocked or misconfigured within the Segment Destination settings for Accoil.
**Summary**
To get Account data into Accoil, ensure:
* `Group` events are firing in your Source.
* Mappings for `Group Calls` are enabled in your Accoil Destination.
* Events are successfully making it through in the Delivery Overview.
# Why am I not seeing certain users or accounts?
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/troubleshooting/why-am-i-not-seeing-certain-users-or-accounts
Accoil only reports users and accounts that have triggered a scored event, so add a broad event such as login if you want wider visibility.
## Summary [#summary]
Learn why new users or accounts may not immediately appear in Accoil and how active engagement influences visibility.
## How this helps [#how-this-helps]
Ensures users understand how **engagement data builds over time** and encourages adding key events for broader tracking.
## Why users or accounts may not appear [#why-users-or-accounts-may-not-appear]
In your first few days or weeks of using Accoil, you may **not see all users or accounts** immediately. This is because **Accoil only reports on Active Users**.
**What is an Active User?**
An **Active User** is anyone who has triggered at least **one scored event** during the selected engagement period (**daily, weekly, or monthly**).
As users log in and perform **scored events**, they will begin appearing in Accoil automatically.
***
## How to ensure better visibility [#how-to-ensure-better-visibility]
**Tip: Add a Login or Viewed Home Screen event to your workspace when that action should count toward engagement and active status.**
* Including these **broad engagement events** ensures that all users visiting your platform are accounted for.
**Still missing users or accounts?**
* If certain users/accounts **haven't appeared after a week**, consider having your **Customer Success Team** reach out for re-engagement.
***Proactively tracking user engagement ensures a more accurate dataset and better insights into user behavior!*** 🚀
# Why am I not seeing Tenure for my users or accounts in Accoil?
Source: https://docs.accoil.com/docs/faq-and-troubleshooting/troubleshooting/why-am-i-not-seeing-tenure-for-my-users-or-accounts-in-accoil
Tenure is missing when Accoil is not receiving the createdAt trait, so check that your integration sends it at user and account level.
### **Summary** [#summary]
Learn why **Tenure** may not be appearing in Accoil and how to ensure proper setup by sending the `createdAt` trait.
### **How this helps** [#how-this-helps]
Understanding **user and account tenure** is crucial for **tracking long-term engagement** and **retention strategies**. This guide helps ensure the correct setup for accurate reporting.
### **Why is Tenure missing?** [#why-is-tenure-missing]
Tenure is a key data point in Accoil, but if it's not appearing, it's likely because Accoil **is not receiving a**`createdAt`**trait** from **Segment** at either the **User or Account level**.
**Solution:** Ensure that your integration is correctly sending the `createdAt` trait to Accoil.
### **How to fix it** [#how-to-fix-it]
1. **Verify your Segment settings** to ensure `createdAt` is included in the user and account data sent to Accoil.
2. **Check Accoil's data sync** to confirm that the `createdAt` field is correctly mapped.
Once the `createdAt` trait is sent, **Accoil will automatically calculate and display Tenure for users and accounts**. 🚀
*You can learn more about how we calculate Tenure **[here](/docs/faq-and-troubleshooting/faq/what-is-tenure-and-how-is-it-calculated)***
# Amplitude event stream
Source: https://docs.accoil.com/docs/getting-started/data-sources/amplitude-event-stream
You can stream product analytics data from Amplitude directly into Accoil—enabling real-time visibility into product usage, account health, and feature engagement across your SaaS customer base.
This one-way integration treats Accoil as a **destination** in Amplitude. Once connected, Accoil ingests events, user properties, and account-level metadata—so your teams in Product, Customer Success, Marketing, Sales, and Support can act on timely insights without managing new instrumentation or pipelines.
With this integration, you can:
* Monitor feature usage and engagement at both the **user** and **account** level
* Detect changes in **activation**, **retention**, and **churn risk**
* Drive action using real-time product data inside **recipes, dashboards, and cohorts**
* Unify behavioral signals with business context—like plans, roles, and lifecycle stage
⚙️ Looking for the technical details? See the [Amplitude destination guide in our Developer Docs](https://developer.accoil.com/docs/amplitude-data-destination#/) for full setup and mapping instructions.
***
### Key Benefits [#key-benefits]
* **No re-instrumentation required**
Accoil consumes the same events already sent to Amplitude, eliminating the need for duplicate tracking.
* **Account-level clarity**
Group data in Amplitude is automatically mapped to Accoil’s account model—enabling account-level scoring, segmentation, and targeting.
* **Cross-functional usability**
Once the stream is active, teams across your company can use the data in Accoil for activation playbooks, upsell campaigns, churn interventions, and product strategy.
***
### How to Set Up [#how-to-set-up]
Setting up the integration is quick and handled entirely in your Amplitude workspace.
### 1. Get your Accoil API Key [#1-get-your-accoil-api-key]
To authorize the sync, you’ll need your Accoil API Key:
* Log in to your Accoil workspace
* Navigate to: **Workspace > Settings > Account Settings > General**
* Copy the **API Key** for the workspace you want to connect
### 2. Connect in Amplitude [#2-connect-in-amplitude]
1. In **Amplitude**, go to **Data > Catalog > Destinations**
2. Under **Customer Engagement**, select **Accoil**
3. Click **Create Sync**, give your sync a name, and paste in your **Accoil API Key**
4. Configure event filters, user ID mapping, and any additional properties you want to send
5. Click **Test Connection** and **Enable** the sync
That’s it—events will begin streaming into Accoil in real time. Most data appears within 1–2 minutes after setup.
***
### What Gets Synced [#what-gets-synced]
Once connected, Amplitude sends the following to Accoil:
* **Events**: All (or selected) user events
* **User properties**: Including custom fields (like role, plan, etc.)
* **Group (account) data**: Mapped from Amplitude’s `groups` and `group_properties` to Accoil’s account model
***
### Need More Help? [#need-more-help]
For advanced configuration—including filtering events, mapping identifiers, or handling group-level metadata—visit our [Developer Docs](https://developer.accoil.com/docs/amplitude-data-destination#/).
You’ll find:
* Field-level mapping examples
* Payload structure details
* Troubleshooting connection issues
# Atlassian Marketplace
Source: https://docs.accoil.com/docs/getting-started/data-sources/atlassian-marketplace
Sync Atlassian Marketplace license data into Accoil to combine subscription details with product usage for deeper customer insights.
The Atlassian Marketplace connection brings customer license information for one Marketplace app into Accoil. It combines commercial context from Atlassian with the product activity already associated with your customer accounts.
This connection is intended for Atlassian Marketplace partners that want to understand product engagement alongside license status, edition, tier, evaluation periods, and renewal information.
***
### What the connection adds [#what-the-connection-adds]
Marketplace license values are added to matching Accoil accounts as traits with an `am.` prefix. Depending on the information Atlassian provides, these traits can include:
* App name, app key, product ID, and app edition
* License status, type, hosting, and tier
* Evaluation, maintenance, and renewal dates
* Entitlement and license identifiers
* Billing cycle and parent product details
* Site, company, country, and region information
* Sandbox and Marketplace attribution details
Accoil imports selected license fields that are useful for account analysis. It does not import individual Marketplace contact details.
***
### How licenses match product activity [#how-licenses-match-product-activity]
Accoil uses the Atlassian Cloud ID to match each Marketplace license to an account. Your analytics group calls must send that same Cloud ID as the `group_id` so Accoil can associate the license details and product activity with one customer account.
If the identifiers do not match exactly, the license traits and usage data may appear on separate accounts. Licenses without a Cloud ID cannot be matched through this connection.
For guidance on sending analytics from an Atlassian Forge app, see the [10 minute Forge analytics guide](https://developer.accoil.com/docs/forge/ten-minute-guide).
***
### What you can do with the data [#what-you-can-do-with-the-data]
Bringing license data into Accoil helps you:
* Segment accounts by license status, edition, tier, or product usage
* Identify evaluation accounts and understand their engagement
* Monitor upcoming maintenance and renewal dates
* Prioritise accounts for conversion, expansion, retention, or support
* Compare commercial status with actual product adoption
***
### Connect Atlassian Marketplace [#connect-atlassian-marketplace]
Setup requires an Atlassian account email address, API token, vendor ID, and the product ID for the app you want to connect. Accoil uses these credentials to make read-only requests to the Atlassian Marketplace API.
For complete setup instructions—including how to create the API token, find the vendor and product IDs, configure the connection, and confirm account matching—see [Connect Atlassian Marketplace to Accoil](/docs/connections/connect-atlassian-marketplace-to-accoil).
# Data sources
Source: https://docs.accoil.com/docs/getting-started/data-sources
Send product data to Accoil directly or through your existing pipeline.
You can stream product analytics data from Amplitude directly into Accoil—enabling real-time visibility into product usage, account health, and feature engagement across your SaaS customer base.
Sync Atlassian Marketplace license data into Accoil to combine subscription details with product usage for deeper customer insights.
Connect PostHog to Accoil using the native data pipeline destination to power engagement scoring and account health from your existing analytics.
Add Accoil as a RudderStack destination using your Ingestion API key, and see which identify, group, and track events Accoil stores.
Add Accoil as a Segment destination using your Ingestion API key, and see which identify, group, and track events feed engagement scoring.
How to send product engagement data to Accoil, including where to find developer documentation for custom JavaScript and API integrations.
# PostHog data pipeline to Accoil
Source: https://docs.accoil.com/docs/getting-started/data-sources/posthog-data-pipeline-to-accoil
Connect PostHog to Accoil using the native data pipeline destination to power engagement scoring and account health from your existing analytics.
Set up a reliable PostHog-to-Accoil event pipeline using PostHog's native data pipeline destination — giving you real-time visibility into product usage, account health, and feature engagement.
If you're already tracking product analytics in PostHog, connecting to Accoil means your existing events, user data, and account data flow directly into Accoil without any re-instrumentation.
With this integration you can:
* **Monitor feature adoption** at the user and account level
* **Score account health** using the events you're already capturing
* **Detect activation and churn signals** across your customer base
* **Power CS and revenue workflows** with real-time product data
***
### **How to Set Up** [#how-to-set-up]
### **Step 1: Get Your API Key** [#step-1-get-your-api-key]
Log in to your Accoil workspace and navigate to **Settings > Product > Overview**. Copy your Ingestion API key from the right sidebar.
### **Step 2: Connect in PostHog** [#step-2-connect-in-posthog]
1. In PostHog, go to **Data Pipelines > Destinations > New Destination**.
2. Search for and select **Accoil**, then click **Create**.
3. Paste your **Accoil API key**.
4. Click **Create & enable**.
Your PostHog events are now flowing into Accoil.
**Important:** PostHog lists two Accoil-related destinations. Use the one labeled **"Accoil"**, not "Accoil Analytics". The Accoil destination was developed by our team and works correctly with the Accoil API.
***
### **What Gets Synced** [#what-gets-synced]
* **User identification** — `$identify` and `$set` events create and update user profiles
* **Account data** — `$groupidentify` events map to Accoil's account model
* **Page and screen views** — `$pageview` and `$screen` events are captured as track events
* **Custom events** — Any event that doesn't start with `$` is tracked as product activity
***
### **Good to Know** [#good-to-know]
* **Default user traits** include `userId`, `email`, `name`, and `createdAt`. You can configure additional traits in the PostHog destination settings.
* **Default group traits** include `groupId`, `group_name`, `group_plan`, `group_mrr`, and `group_status`. Additional traits can be added the same way.
* **Filter out test data** by using PostHog's pipeline filters to exclude internal users, or set up domain-based filtering in Accoil under **Workspace Settings > Engagement Score > Filter Users**.
***
### **Need More Help?** [#need-more-help]
Visit our [Developer Docs](https://developer.accoil.com/docs/integrations/posthog) for event mapping details, trait configuration, and filtering options
# Rudderstack Quick Start Guide for Accoil
Source: https://docs.accoil.com/docs/getting-started/data-sources/rudderstack-quick-start-guide-for-accoil
Add Accoil as a RudderStack destination using your Ingestion API key, and see which identify, group, and track events Accoil stores.
### **How to Set Up** [#how-to-set-up]
### **Step 1: Get Your API Key** [#step-1-get-your-api-key]
Log in to your Accoil workspace and navigate to **Settings > Product > Overview**. Copy your Ingestion API key from the right sidebar.
### **Step 2: Connect in RudderStack** [#step-2-connect-in-rudderstack]
1. In the RudderStack dashboard, go to **Destinations > Add Destination**.
2. Search for **Accoil Analytics**.
3. Assign a name and paste your **Accoil API key**.
4. Save and enable the destination.
Events will begin flowing into Accoil shortly after setup.
***
### **What Gets Synced** [#what-gets-synced]
* **Identify events** — Create and update user profiles with traits like email, name, role, and account status
* **Group events** — Create and update account profiles with traits like plan, MRR, status, and industry
* **Track events** — Record product activity (event name and timestamp are used for scoring)
* **Page and screen events** — Sent to Accoil as track events
***
### **Good to Know** [#good-to-know]
* **Use consistent identifiers.** Keep `userId` and `groupId` values stable across all event types.
* **Group calls are essential for B2B.** Without them, Accoil can't build account-level engagement scores.
* **Only the event name is stored for track calls.** Custom properties aren't persisted — use identify and group calls for user and account attributes.
* **MRR should be passed in cents** (e.g., `99900` for $999.00).
***
### **Need More Help?** [#need-more-help]
Visit our [Developer Docs](https://developer.accoil.com/docs/integrations/rudderstack) for event mapping details, code examples, recommended traits, and troubleshooting.
# Segment quick start guide for Accoil
Source: https://docs.accoil.com/docs/getting-started/data-sources/segment-quick-start-guide-for-accoil
Add Accoil as a Segment destination using your Ingestion API key, and see which identify, group, and track events feed engagement scoring.
### **How to Set Up** [#how-to-set-up]
### **Step 1: Get Your API Key** [#step-1-get-your-api-key]
Log in to your Accoil workspace and navigate to **Settings > Product > Overview**. Copy your Ingestion API key from the right sidebar.
### **Step 2: Connect in Segment** [#step-2-connect-in-segment]
1. In Segment, go to **Connections > Catalog** and search for **Accoil Analytics**.
2. Click **Add Destination** and choose the source you want to connect.
3. Paste your **Accoil API key** into the configuration.
4. Enable the destination.
Allow 8–24 hours for engagement metrics to begin appearing — Accoil needs at least one full day of event data to calculate scores.
### **What Gets Synced** [#what-gets-synced]
* **Identify events** — Create and update user profiles with traits like email, name, and role
* **Group events** — Create and update account profiles with traits like plan, MRR, and status
* **Track events** — Record product activity (event name and timestamp are used for engagement scoring)
* **Page and screen events** — Sent to Accoil as track events
***
### **Good to Know** [#good-to-know]
* **Use consistent identifiers.** Keep `userId` and `groupId` values stable across all your event types.
* **Group calls are essential for B2B.** Without them, Accoil can't calculate account-level engagement scores.
* **Only the event name matters for track calls.** Event properties aren't stored — use identify and group calls for user and account attributes.
***
### **Need More Help?** [#need-more-help]
Visit our [Developer Docs](https://developer.accoil.com/docs/integrations/segment) for event examples, supported actions, and detailed configuration options.
# Sending data directly to Accoil
Source: https://docs.accoil.com/docs/getting-started/data-sources/sending-data-directly-to-accoil
How to send product engagement data to Accoil, including where to find developer documentation for custom JavaScript and API integrations.
Accoil captures product engagement data from your app to help you understand how users interact with your product. There are a variety of ways to get that data into Accoil, depending on your setup and technical preferences.
If you're using a third-party integration, customer data platform, or automation tool, you're likely already sending data to Accoil through one of those connections. No additional setup may be required.
However, if your team prefers to send events directly—using JavaScript or server-side API calls—we support that too.
### For Developers: Use the Accoil API or JavaScript Library [#for-developers-use-the-accoil-api-or-javascript-library]
If your developers want to implement custom tracking using code, Accoil provides a robust JavaScript library and REST API. These support the three core tracking methods:
* **Identify** users and assign them traits
* **Group** users into accounts and add account-level attributes
* **Track** key user actions and product events
👉 **[View Developer Docs](https://developer.accoil.com)**
Refer to our developer documentation for full implementation details, code examples, and integration guidance.
# Engaging At-Risk Customers Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/customer-retention/engaging-at-risk-customers-play-strategies-and-insights
Discover effective strategies to engage at-risk customers and reduce churn through targeted outreach and personalized retention offers.
## Summary [#summary]
* This play identifies at-risk customers and re-engages them through timely, personalized support and tailored offers. By acting early, teams can prevent churn, reinforce value, and improve customer satisfaction.
## Why this works [#why-this-works]
* Surfaces accounts with real-time churn indicators
* Combines behavioral signals (health + usage + feedback)
* Enables targeted outreach through Accoil-driven insights and integrations
## Goal [#goal]
**(1) For the reader**
Retain dissatisfied or disengaged customers through proactive support and value-driven offers.
**(2) For the company**
Reduce churn risk and protect recurring revenue from high-value accounts.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Engagement is declining or inconsistent
* Low activity (logins, feature usage, or milestone gaps)
**(2) Additional insights**
* High-value or strategic tier
* Lifecycle stage = onboarding or nearing renewal
* Core features unused or partially explored
***
## Action steps [#action-steps]
**1. Segment At-Risk Customers**
* **[Segments](/docs/segments/understand-segments)** in Accoil to flag customers with declining engagement
* Combine with engagement filters with those who have low activity
**2. Customize Retention Offers**
* Tailor incentives using data from insights (usage, missed features)
* Deliver offers through connected tools via [connections](/docs/connections/understanding-connections)
**3. Conduct Personalized Outreach**
* Use insights from the Engagement Score and Account Summary to:
* Send personalized emails.
* Offer tailored sessions or check-ins.
* Discuss how your product can better align with their goals.
**4. Provide Quick Wins**
* Recommend high-impact features they haven’t yet adopted.
* Share short workflows or training content aligned with their usage gaps.
**5. Monitor Outcomes**
* Track post-intervention improvements directly inside Accoil:
* Engagement Score recovery
* Activation rate improvements
* Increased feature usage
* Escalate any non-responsive or deteriorating accounts for rescue play
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| --------------------------- | ------------------------------------------------- |
| **Churn Rate Reduction** | Drop in churn among flagged segment |
| **Engagement Recovery** | Rebound in logins, usage, or health post-outreach |
| **Retention at Renewal** | % of targeted accounts retained or renewed |
| **Escalation Success Rate** | % of escalated accounts stabilized |
***
# Customer retention
Source: https://docs.accoil.com/docs/plays/customer-retention
Spot risk early and keep accounts engaged.
Discover effective strategies to engage at-risk customers and reduce churn through targeted outreach and personalized retention offers.
Explore essential strategies for preparing annual contract renewals in B2B SaaS, focusing on engagement scoring and account segmentation.
Discover effective strategies to identify and re-engage at-risk accounts, enhancing retention and reducing churn in your SaaS business.
Discover effective strategies to reactivate unresponsive accounts and enhance customer relationships in your SaaS business.
Discover effective customer reactivation strategies and win-back campaigns to boost engagement and retention in your B2B SaaS business.
Discover strategies for effective post-onboarding check-ins and engagement tracking to prevent early disengagement and boost satisfaction
Discover strategies for driving feature adoption through user engagement nudges and effective customer success tactics.
Explore strategies for detecting feature drop-off and reactivating users to enhance engagement and prevent churn in your SaaS product.
Discover effective lifecycle check-in strategies to enhance customer retention and renewals, focusing on personalized engagement and metrics
Discover targeted strategies to engage low-adoption customers and enhance product usage through tailored enablement and outreach.
Discover strategies to recognize and engage power users, enhancing adoption and advocacy in your B2B SaaS business.
Discover strategies to enhance feature adoption and improve workflow completion rates through targeted user outreach and engagement tracking
# The Annual Contract Renewal Play: Strategies for Success
Source: https://docs.accoil.com/docs/plays/customer-retention/the-annual-contract-renewal-play-strategies-for-success
Explore essential strategies for preparing annual contract renewals in B2B SaaS, focusing on engagement scoring and account segmentation.
## Summary [#summary]
Set the stage for renewal by reinforcing value, preempting objections, and identifying upsell paths. This play ensures you’re talking to the right accounts, at the right time, with the right narrative.
## Why this works [#why-this-works]
* Focuses attention before decisions get made.
* Uses data to reinforce ROI and growth alignment.
* Creates room for expansion, not just retention.
## Goal [#goal]
**For the reader:** Enter renewal convos fully prepared, confident, and value-led.
**For the company:** Maximize retention and unlock expansion in a high-leverage window.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Active paying customer
* Renewal date approaching
* Engagement score is medium to high
**(2) Additional insights**(if applicable)
* Usage of premium or advanced features
* High-value or strategic tier
* Decision-maker mapped
***
## Action steps [#action-steps]
**1. [Segment Renewal-Stage Accounts](/docs/segments/create-and-manage-segments)**
* Use Accoil Segments to isolate accounts nearing contract end
* Filter by account type, tier, and engagement level
**2. [Analyze Change in Health Score](/docs/workspaces/track-engagement-score-changes-over-time) + Value Review**
* Review product usage, feature depth, and open support loops
* Identify friction points or adoption gaps
**3. Prepare honest assessment**
* Assess value received vs business objective realised
* Highlight key milestones and ROI signals
* Personalize with team-level context
**4. Engage Decision-Makers**
* Schedule meetings through mapped contacts
* Use[Accoil Connections](/docs/connections/understanding-connections)or sync CRM to reach the right people
* Frame discussions around goals, not just renewal
**5. Propose Renewal Options**
* Offer tailored renewal packages with optional incentives (go for value first)
* Position upsell based on actual product fit
**6. Follow Up with Signals**
* Monitor for follow-up engagement using account activity views
* Escalate flat or risky responses to account managers
* Tag successful closes for expansion or case study follow-up
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | --------------------------------------- |
| Renewal Rate | % of eligible accounts that renew |
| Contract Expansion Rate | % that increase value at renewal |
| Post-Renewal Health | Usage and retention trends post-renewal |
***
# The At-Risk Accounts Playbook Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/customer-retention/the-at-risk-accounts-playbook-play-strategies-and-insights
Discover effective strategies to identify and re-engage at-risk accounts, enhancing retention and reducing churn in your SaaS business.
## Summary [#summary]
This play identifies active customers showing signs of declining engagement or adoption. With timely outreach and targeted support, you can re-engage these accounts before they churn.
## Why this works [#why-this-works]
* Surfaces accounts that are slipping before it’s too late
* Personalizes retention strategy based on real product signals
* Reinforces value and prevents passive drop-off
## Goal [#goal]
**(1) For the reader**
Proactively re-engage customers showing signs of disengagement to stabilize adoption and improve retention.
**(2) For the company**
Reduce churn by catching at-risk accounts early and guiding them back toward successful usage.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Active paying customer
* Engagement is declining over time
* Usage of core product features is infrequent
* Activity levels are noticeably lower than before
**(2) Additional insights**
* Customer is in the early lifecycle stage
* Key workflows or setup steps are incomplete
* Account is marked as high potential or strategic
***
## Action steps [#action-steps]
1. **[Identify At-Risk Accounts](/docs/segments/create-and-manage-segments)**
* Use Accoil filters to surface accounts with:
* Declining engagement signals
* Minimal recent feature activity
* Lifecycle stage tagged as early
2. **Send a Health Check Message**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Reach out with a friendly check-in
* Acknowledge the drop in activity
* Offer quick ways to get back on track (e.g., top 2 actions or walkthroughs)
3. **[Offer Helpful Support](/docs/use-cases/teams/start-here-customer-support)**
* Share product tips or short video guides
* Recommend 1–2 underused features based on their role or industry
* Personalize suggestions using recent activity
4. **Optional: Add Incentive**
* Offer a live support session or strategy review
* Unlock temporary access to premium workflows
* Acknowledge milestone progress with a boost to continue
5. **Track Movement**
* Use Accoil to monitor post-touch engagement changes
* Flag non-responsive accounts for CS or success team routing
* Add feedback to refine the churn playbook
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------------- | ----------------------------------------------------- |
| Re-engagement Rate | % of accounts showing activity recovery post-outreach |
| Retention of At-Risk Accounts | % of flagged accounts that remain active over time |
| Feature Adoption Shift | Increase in usage of core features post-touch |
| Escalation Coverage | % of flagged accounts handed off to CS when needed |
***
# The Customer Engagement Play: Reviving Unresponsive Accounts
Source: https://docs.accoil.com/docs/plays/customer-retention/the-customer-engagement-play-reviving-unresponsive-accounts
Discover effective strategies to reactivate unresponsive accounts and enhance customer relationships in your SaaS business.
## Summary [#summary]
* This play detects accounts that have gone quiet and prompts smart re-engagement. Use personalized outreach and targeted value to revive relationships before they slip away.
## Why this works [#why-this-works]
* Flags accounts at risk without assuming intent.
* Prioritizes accounts that matter most.
* Reinforces your value through relevance and timing.
## Goal [#goal]
**For the reader:** Spot and re-engage accounts drifting into silence.
**For the company:** Reduce passive churn and protect long-term value.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* No meaningful product activity over an extended period
* Filter for active, paying customers
**(2) Additional insights (recommended filters):**
* Lifecycle stage = early
* Account Characteristics = high-value accounts
***
## Action steps [#action-steps]
1. **[Segment Inactive Accounts](/docs/segments/create-and-manage-segments)**
* Use Accoil to filter for low or no activity.
* Filter for paying accounts, early-stage, and high-value filters.
2. **Launch Personalized Outreach**
* Reference usage history or known gaps.
* Invite feedback or offer a conversation.
3. **Deliver Contextual Value**
* Share helpful updates, use cases, or perks that match the account.
4. **[Track Health Score](/docs/workspaces/unsure-what-to-score-and-weight-in-your-workspace)and Escalate (as needed)**
* Monitor health score in Accoil.
* Escalate unresponsive accounts to CSMs for hands-on follow-up.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------ | ---------------------------------------------- |
| Re-engagement Rate | Activity from previously unresponsive accounts |
| Retention Movement | Change in renewal or upsell likelihood |
| Feedback Signal | Quality and quantity of outreach responses |
***
# The Customer Reactivation Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/customer-retention/the-customer-reactivation-play-strategies-and-insights
Discover effective customer reactivation strategies and win-back campaigns to boost engagement and retention in your B2B SaaS business.
## Summary [#summary]
* Reignite engagement from long-term customers who’ve gone quiet. This play uses inactivity as a signal to launch targeted win-back campaigns that remind users why they signed up—and what they’re missing.
## Why this works [#why-this-works]
* Captures customers before they fully churn.
* Tailors outreach based on account history, not guesswork.
* Boosts retention through personalized reactivation efforts.
## Goal [#goal]
**For the reader:** Re-engage inactive customers with timely, relevant outreach.
**For the company:** Retain high-value users and reduce silent churn.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Engagement Frequency** — No meaningful product activity (sessions, key actions, etc.)
* **Account Type** — Paying customers only (exclude trials)
* **Lifecycle Stage** — Within first year or overdue for milestone
**(2) Additional insights (recommended filters):**
* **Account Characteristics** — High ARR or long-term tenure
* F **eature Dormancy** — No usage of core features recently
***
## Action steps [#action-steps]
**1.** **[Segment](/docs/segments/create-and-manage-segments)inactive customers**
* Use Accoil filters to isolate accounts with inactivity
* Paying customers only
* Within first year or overdue for milestone
**2. Send personalized Win-Back Campaigns**
* Remind them of previous value.
* Highlight relevant feature updates.
**3. Offer incentives**
* Provide personalized discounts or perks.
* Tie offers to customer history or goals.
**4**. **Use In-App nudges through [Connections](/docs/connections/understanding-connections)**
* Trigger messages on next login.
* Surface shortcuts or features based on inactivity.
**5**. **Monitor and Follow Up**
* Watch for reactivation.
* Escalate top accounts to Success Managers if no response.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------ | --------------------------------------------------- |
| Reactivation Rates | Accounts resuming activity post-campaign |
| Engagement Trends | Engagement over time after reactivation |
| Retention Metrics | Renewal or expansion for formerly inactive accounts |
***
# The Engagement Play: Strategies for Post-Onboarding Check-ins
Source: https://docs.accoil.com/docs/plays/customer-retention/the-engagement-play-strategies-for-post-onboarding-check-ins
Discover strategies for effective post-onboarding check-ins and engagement tracking to prevent early disengagement and boost satisfaction
### Summary [#summary]
* Momentum matters. This play targets new customers, right after onboarding ends but before habits set, by checking in early, surfacing concerns, and keeping engagement on track.
### Why is works [#why-is-works]
* Nips early disengagement before it becomes churn.
* Builds trust through proactive, personalized attention.
* Reinforces value when confidence is still forming
***
##
### **Goal** [#goal]
**For the reader:** Support new customers through their early ramp period.
**For the company:** Increase retention by catching post-onboarding drop-offs early.
***
### **Accoil Signal** [#accoil-signal]
**(1) Primary signal**
* **Lifecycle Stage** is recently onboarded
* **Engagement Score** is moderate or declining
**(2) Additional insights (recommended filters):**
* **Feature Usage** = low use of core functionality
* **Account Characteristics** = high-value or strategic accounts
***
### **Action steps** [#action-steps]
1. **[Identify Checkpoint Accounts](/docs/segments/create-and-manage-segments)**
* Use Accoil filters to spot accounts that have low-mid engagement post-onboarding
2. **Schedule Check-Ins**
* Ask about early experiences and blockers.
* Recommend key next steps or features.
3. **[Maximize Automations](/docs/automations/understanding-automation) to Provide Proactive Support**
* Offer sessions or tutorials based on usage gaps.
* Share relevant guides or templates.
4. **Reinforce Value**
* Highlight outcomes, use cases, and proof points.
* Share examples from similar customers.
5. **Monitor Engagement**
* Track recovery and escalate as needed.
* Follow up with persistent drop-offs.
***
### **Supporting metrics** [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ------------------------------------------------- |
| Engagement Recovery Rates | % of accounts with improved usage post-check-in |
| Retention Metrics | Renewal/expansion of those in checkpoint accounts |
| Customer Satisfaction | Healthy scores + early experience feedback |
# The Feature Adoption Play: Engaging users with targeted campaigns
Source: https://docs.accoil.com/docs/plays/customer-retention/the-feature-adoption-play-engaging-users-with-targeted-campaigns
Discover strategies for driving feature adoption through user engagement nudges and effective customer success tactics.
## Summary [#summary]
This play targets users who are active but haven’t adopted a key feature. These users are the perfect audience for nudges that build product awareness and unlock deeper engagement.
## Why this works [#why-this-works]
* Converts regular usage into broader adoption
* Focuses on users ready to discover more
* Turns passive value into sticky retention
## Goal [#goal]
**For the reader:** Drive discovery of key features among engaged but under-adopted users.
**For the company:** Improve product retention by activating more surface area of the product.
***
## Accoil Signal [#accoil-signal]
1. **Primary signal**
* User has been active long enough to know the product
* Adoption Score is developing, but not yet strong
* Moderate Engagement Score — active but not expert
* Regular login or usage pattern
* No recent interactions with the key feature
**(2) Additional insights**
* Belongs to a plan where the feature adds known value
* Usage patterns suggest the feature is relevant but undiscovered
***
## Action steps [#action-steps]
**1. Build the Awareness List**
* [Segment users](/docs/segments/create-and-manage-segments) with moderate usage and no feature interaction
* Layer in tenure and plan type filters
* Save the list for campaign delivery
**2. Trigger Awareness Campaigns**
* In-app nudges, banners, or walkthroughs
* Emails with benefits, use cases, or short videos
* Point to help center or quick-start resources
**3. Measure + Monitor**
* Track new feature interactions through [events page](/docs/features-and-events/legacy-the-events-view) post-campaign
* Watch for uplift in Adoption Score and product breadth
* Use testing to optimize message framing or delivery method
**4. Refine Based on Behavior**
* Remove users who engage
* Escalate stagnant accounts to CS or enablement
* Tag responders as candidates for deeper onboarding or success plays
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | ----------------------------------------------- |
| Feature Discovery Rate | Share of users engaging with the target feature |
| Adoption Lift | Change in Adoption Score after campaign |
| Retention Signal | Ongoing engagement trend among converted users |
***
# The Feature Engagement Play: Strategies for User Reactivation
Source: https://docs.accoil.com/docs/plays/customer-retention/the-feature-engagement-play-strategies-for-user-reactivation
Explore strategies for detecting feature drop-off and reactivating users to enhance engagement and prevent churn in your SaaS product.
## Summary [#summary]
This play detects when users disengage from previously adopted features. By tracking event-level drop-offs, you can intervene early and reinforce product value **.**
## Why this works [#why-this-works]
* Surfaces disengagement tied to specific workflows.
* Turns drop-off into an outreach trigger.
* Prevents silent churn by restoring product relevance.
## Goal [#goal]
**For the reader:** Spot and respond to event-level drop-offs before they escalate.
**For the company:** Retain at-risk users by reviving usage of sticky features.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Features (and associated events) with negative **Adoption Change %**
* Feature was previously used
* Account = Active or recently active
**(2) Additional insights**
* Power user or admin role
* Previously adopted multiple features
***
## Action steps [#action-steps]
**1. [Identify Feature Drop-Off Trends](/docs/features-and-events/understanding-features)+ Impacted Accounts**
* Go to Workspace → Events
* Sort by Adoption Change %
* Filter & segment accounts with sharp declines on core events
**2. Trigger Reactivation Content**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Send targeted messaging with help docs, walkthroughs, or examples
* Use CRM or Connections to personalize delivery by role or feature
**3. Offer Enablement Touchpoints**
* Invite to short refresh sessions or async demos
**4. Monitor Recovery**
* Use account activity views to track whether usage resumes
* Tag successes for follow-up
* Escalate flat accounts to CS for deeper retention support
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | --------------------------------------- |
| Renewal Rate | % of eligible accounts that renew |
| Contract Expansion Rate | % that increase value at renewal |
| Post-Renewal Health | Usage and retention trends post-renewal |
***
# The Lifecycle Check-In Play: Strategies for Customer Retention
Source: https://docs.accoil.com/docs/plays/customer-retention/the-lifecycle-check-in-play-strategies-for-customer-retention
Discover effective lifecycle check-in strategies to enhance customer retention and renewals, focusing on personalized engagement and metrics
### Summary [#summary]
* Strategic timing, strategic impact. This play targets customers nearing key lifecycle moments like renewals or anniversaries with personalized check-ins, value reminders, and ROI proof.
### **Why this works** [#why-this-works]
* Re-engages customers when decisions are on the table.
* Surfaces wins to reinforce why they bought in the first place.
* Turns renewals from a maybe into a yes.
***
##
### **Goal** [#goal]
**For the reader:** Strengthen relationships and renewals at key milestones.
**For the company:** Boost retention and growth at high-impact lifecycle moments.
***
### **Accoil Signal** [#accoil-signal]
**(1) Primary signal**
* **Lifecycle Stage** — Accounts nearing renewal or anniversary
* **Engagement Score** — Moderate or declining
**(2) Additional insights (recommended filters):**
* **Account Characteristics** — High-value or strategic accounts
* **User Role** — Decision-makers or stakeholders
***
### **Action steps** [#action-steps]
1. **[Segment](/docs/segments/create-and-manage-segments)Accounts Near Milestones**
Use lifecycle filters to flag upcoming renewals or anniversaries.
2\. **Conduct Health Reviews**
* Schedule check-ins.
* Review satisfaction, blockers, and successes.
3. **Reinforce ROI**
* Share impact metrics or usage highlights.
* Tailor targeted outreach to their goals and role which you can[automate](/docs/automations/understanding-automation) with Accoil
4. **Address Concerns**
* Proactively resolve churn risks.
* Offer support or adjustments as needed.
5. **Prepare for Renewal**
* Loop in sales or CS for expansion/renewal strategy.
* Share insights from the review.
***
### **Supporting metrics** [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| --------------------- | ------------------------------------------ |
| Renewal Rates | % of accounts renewing post-check-in |
| Customer Satisfaction | Feedback scores from lifecycle discussions |
| Revenue Growth | |
***
# The Low Adoption Engagement Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/customer-retention/the-low-adoption-engagement-play-strategies-and-insights
Discover targeted strategies to engage low-adoption customers and enhance product usage through tailored enablement and outreach.
## Summary [#summary]
* This play identifies active customers using only a fraction of the product’s core features. By surfacing these accounts and delivering tailored enablement, you can drive deeper adoption, boost satisfaction, and improve long-term retention.
## Why this works [#why-this-works]
* Focuses on driving product value realization.
* Reduces churn by fixing early-stage under-adoption.
* Leverages Accoil insights to personalize outreach by role, tier, and usage gaps.
## Goal [#goal]
**(1) For the reader**
Re-engage low-adoption accounts with targeted support to increase satisfaction and retention.
**(2) For the company**
Improve feature adoption across strategic accounts to reduce churn and unlock expansion potential.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Active paying customer
* Core feature adoption is limited
* Product usage is narrow or underutilized
**(2) Additional insights**
* Admins or power users identified
* Early or mid-lifecycle
* High-value or strategic tier
***
## Action steps [#action-steps]
**1. Segment Low-Adoption Accounts**
* Use [Segments](/docs/segments/understand-segments) to isolate customers using few core features
* Filter by account tier, role, and lifecycle stage
**2. Initiate Targeted Outreach**
Use Accoil’s **[Connections](/docs/connections/understanding-connections)** or CRM integrations to:
* Trigger personalized messaging via connected systems
* Hand off key accounts to CS or Marketing for tailored follow-up
* Export a list for outreach if running externally
**3. Share Enablement Content**
Reference data from insights to guide messaging:
* Recommend 1–2 high-value features not yet explored
* Link to quick-start guides, videos, or use-case pages
* Tailor based on the user’s role or industry
**4. Offer Live Support**
Suggest team training or short 1:1 onboarding calls for qualified accounts
* Position it as a value add, not a fix
* Reinforce how others in similar roles see value after adoption
**5. Monitor Adoption Progress**
Use Signals and account-level activity views to track feature usage post-outreach
* Look for new modules activated
* If engagement stays flat, route to CS for deeper intervention
* Tag successes for potential testimonial or upsell
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------ | --------------------------------------------------------------- |
| Feature Adoption Lift | % increase in core module usage |
| Post-Campaign Engagement | Spike in logins or sessions after enablement push |
| Retention Stability | % of engaged accounts still active after early life cycle stage |
| Expansion Potential | # of accounts progressing toward full product usage |
***
# The Power User Engagement Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/customer-retention/the-power-user-engagement-play-strategies-and-insights
Discover strategies to recognize and engage power users, enhancing adoption and advocacy in your B2B SaaS business.
## Summary [#summary]
Spotlight what’s working. This play identifies and rewards your most engaged users - turning them into champions, voices, and magnets for broader adoption.
## Why this works [#why-this-works]
Accoil deepens loyalty by recognizing real contributions and turning users into advocates who boost team-wide engagement. It also surfaces valuable product insights from your most engaged users.
## Goal [#goal]
**For the reader:** Celebrate and retain top users through targeted recognition.
**For the company:** Fuel adoption and advocacy with high-impact champions.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Engagement Trends = consistently high user activity over time
* Feature Usage = strong adoption of advanced or premium features
**(2) Additional insights (recommended filters):**
* User Role = admin or primary user
* Account Characteristics = high-value accounts or strategic industries
***
## Action steps [#action-steps]
1 **. Identify Power Users**
* Use [Accoil segments](/docs/segments/understand-segments)to pinpoint users with sustained engagement.
* Filter for deep usage of premium or advanced features.
2.**Acknowledge Their Contribution**
* Send personalized recognition via outreach.
* Utilize [connections](/docs/connections/understanding-connections) to easily set up outreach campaigns.
3. **Offer Rewards**
* Provide perks like early access, loyalty incentives, or public recognition.
4. **Involve Them in Advocacy**
* Invite them to share feedback, speak in webinars, or participate in use case content.
* Position them as internal or external champions.
5. **Monitor Their Influence**
* Track whether their activity drives wider team adoption.
* [Customize Health Score](/docs/workspaces/unsure-what-to-score-and-weight-in-your-workspace) to inform product updates or customer strategy according to your business goals.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | ----------------------------------------------- |
| User Retention Rates | Retention of power users over time |
| Team Adoption Growth | Uplift in usage across the user’s team or org |
| Advocacy Participation | Engagement in case studies or champion programs |
***
# The Workflow Optimization Play: Strategies for Enhancing Feature Adoption
Source: https://docs.accoil.com/docs/plays/customer-retention/the-workflow-optimization-play-strategies-for-enhancing-feature-adoption
Discover strategies to enhance feature adoption and improve workflow completion rates through targeted user outreach and engagement tracking
### Summary [#summary]
* Fix the blockers, unlock the value. This play targets users who engage with features but don’t finish workflows, offering hands-on help and custom paths to success.
### Why this works [#why-this-works]
* Unblocks high-intent users from completing core actions.
* Personalizes support to the actual friction points.
* Turns frustration into progress and progress into retention.
### **Goal** [#goal]
**For the reader:** Help customers successfully complete workflows that matter.
**For the company:** Boost satisfaction, drive feature adoption, and reduce churn.
***
### **Accoil Signal** [#accoil-signal]
**(1) Primary signal**
* **Feature Usage** — High interaction + incomplete workflows
**(2) Additional insights (recommended filters):**
* **Account Type** — Active paying customers
* **User Role** — Admins or team leads
* **Account Characteristics** — High-value accounts
***
### **Action steps** [#action-steps]
1. **Identify Troubled Workflows**
* Use Accoil to spot features with high interaction but poor completion.
* [Segment](/docs/segments/create-and-manage-segments) these users accordingly
2. **Provide Targeted Guides**
* Share tutorials or how-to content.
* Include step-by-step instructions.
3. **Proactive Targeted Outreach with [Connections](/docs/connections/understanding-connections)**
* Reach out with context-aware help.
* Offer calls, demos, or async support.
4. **Offer Custom Solutions**
* Suggest alt workflows, settings, or shortcuts.
* Tailor based on user role or goal.
5. **Monitor Resolution Rates**
* Track workflow completion post-outreach.
* Follow up with unresolved accounts.
***
### **Supporting metrics** [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ------------------------------------------ |
| Workflow Completion Rates | % of workflows completed post-intervention |
| Customer Satisfaction | Feedback scores from guided users |
| Feature Adoption Trends | Change in feature usage after support |
***
# New user onboarding
Source: https://docs.accoil.com/docs/plays/new-user-onboarding
Get new users and accounts to first value faster.
Discover strategies to guide active users through activation workflows, enhancing engagement and driving customer success.
Discover effective strategies to boost early engagement and reduce churn for low-activity SaaS accounts through targeted outreach.
Explore key strategies for enhancing feature activation during user onboarding to drive engagement and retention.
Explore proven strategies for multi-role adoption to enhance customer success, reduce churn, and drive account expansion.
Discover strategies to enhance customer onboarding by supporting key milestones, improving activation rates, and reducing churn.
Unlock stalled accounts with effective onboarding reactivation strategies, personalized nudges, and improved activation rates.
Discover effective strategies to assist low-activation users during onboarding and boost engagement and retention.
Discover strategies to implement Quick Wins Campaigns that enhance user activation milestones and drive sustained engagement in B2B SaaS.
Discover strategies to identify and re-engage onboarding customers showing declining engagement to enhance retention and success.
# The Activation Support Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-activation-support-play-strategies-and-insights
Discover strategies to guide active users through activation workflows, enhancing engagement and driving customer success.
## Summary [#summary]
* When usage spikes but workflows stall, users don’t need celebration—they need support. This play intercepts active but struggling users and guides them across the finish line.
## Why this works [#why-this-works]
* Catches user frustration in real time
* Converts peak interest into completed value
* Builds loyalty through timely, relevant help
## Goal [#goal]
**(1) For the reader**
Support accounts that are active but stuck—before they get discouraged.
**(2) For the company**
Preserve momentum, reduce support tickets, and drive successful activation.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Spike in engagement frequency
* Activation workflows started but incomplete
* Recent burst of activity from admins or core users
**(2) Additional insights**
* Advanced features explored
* Sudden increase in cross-team usage (look at a user level)
***
## Action steps [#action-steps]
1. **Detect and [Segment](/docs/segments)**
* Use Engagement Score spikes or sharp increases in login/session frequency
* Combine with incomplete [activation workflows](/docs/activation/set-up-activation) to surface accounts showing signs of momentum + friction
* Prioritize high-value accounts or those led by frequent users/admins
2. **Review Usage Summary in Accoil**
* Look at the last used features and uncompleted tasks
* Identify drop-off points: where activity surged but progress stalled
* Use Accoil’s account overview to pinpoint what’s being used vs. what’s being missed
3. **Launch Targeted Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Send emails or in-app messages based on specific actions taken
* Share links to help content or short success tips tied to what they were doing
* Keep tone supportive: “Looks like you’re diving in—can we help you complete this?”
4. **Follow Up and Measure**
* Track whether workflows were completed after outreach
* If not, follow up again with stronger support
* If resolved, consider tagging for upsell or advocacy
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | -------------------------------------------------------- |
| Workflow Completion Rate | % of flagged accounts completing stalled flows |
| Engagement Retention | Activity consistency post-intervention |
| Support Satisfaction | User feedback from 1 on 1 calls, feedback form, etc. |
| Feature Adoption Movement | Use of features tied to the spike after help was offered |
***
# The Early Engagement Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-early-engagement-play-strategies-and-insights
Discover effective strategies to boost early engagement and reduce churn for low-activity SaaS accounts through targeted outreach.
## Summary [#summary]
* Some users start slow—and stay slow. This play catches accounts with weak early engagement and proactively nudges them toward activation before the window closes.
## Why this works [#why-this-works]
* Detects churn risk before it becomes permanent
* Aligns outreach with low-engagement patterns
* Offers fast, relevant actions that reconnect users to value
### Goal [#goal]
**(1) For the reader**
Spot and support early customers with low engagement signals.
**(2) For the company**
Reduces early churn risk, boosts activation, and saves high-potential accounts from fading out.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Engagement Score is low or trending down
* Minimal product activity in first 7–14 days
**(2) Additional insights**
* Activation incomplete
* Few or no key feature interactions
* High-value or strategic account status
***
### Action steps [#action-steps]
1. **[Segment Early Low Starters](/docs/segments)**
* Filter for Engagement Score \< threshold
* 7–14 days since signup
* [Low Activation](/docs/activation/set-up-activation)
* [Use connections](/docs/connections) to send insights to the tools your team uses
2. **Launch Intervention Campaigns**
* Low activation? → Offer onboarding support
* Feature gaps? → Recommend use cases or templates
* No recent activity? → Trigger reminder or incentive
3. **Personalized Outreach**
* Tailor messaging based on what they haven’t done
* Offer short 1:1 calls, walk-throughs, or use-case coaching
4. **Provide Quick Wins**
* Share high-impact, unused features
* Link to fast-start content, workflows, or ROI examples
5. **Monitor Response**
* Engagement Score movement
* New feature usage
* Activation step progress
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------ | ------------------------------------------- |
| Engagement Recovery Rate | % with improved scores post-outreach |
| Activation Completion | % who complete setup steps after engagement |
| Churn Prevention Effect | Retention delta vs. non-contact control |
| Quick Win Uptake | Feature usage triggered by campaign |
***
# The Feature Activation Play: Strategies for user onboarding success
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-feature-activation-play-strategies-for-user-onboarding-success
Explore key strategies for enhancing feature activation during user onboarding to drive engagement and retention.
## Summary [#summary]
* They’ve signed up, but haven’t tapped the core features yet. This play nudges new users to activate what matters most, accelerating their path to value and long-term success.
## Why this works [#why-this-works]
* Ensures early exposure to high-value product functionality
* Reduces time-to-value and increases stickiness
* Helps power users and admins build workflows quickly
### Goal [#goal]
**(1) For the reader**
Get customers to activate key features early in onboarding.
**(2) For the company**
Boosts engagement, retention, and product reliance from week one.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account in onboarding stage
* Key features unactivated
* Week 1–2 of lifecycle
**(2) Additional insights**
* Account value tier
* User role = Admin / power user
* No interaction with core workflows yet
***
### Action steps [#action-steps]
1. **Identify Feature Gaps**
* [Use segments, filters](/docs/segments) and [activation criteria](/docs/activation/set-up-activation) to detect non-usage of priority features
* Tag accounts based on plan type, industry, or role (if traits are configured)
* [Use connections](/docs/connections) to send insights to the tools your team uses
2. **Create Activation Aids**
* Develop brief, focused tutorials
* Push via email or in-app based on role + usage
3. **Outreach Based on Gaps**
* Reference specific features not used
* Explain ROI tied to their workflows
* Share quick-start success examples
4. **Offer Hands-On Help**
* Schedule live walkthroughs or group onboarding calls
* Share time-saving use cases for their segment
5. **Follow Up With Metrics**
* Track activation trends post-touch
* Identify accounts still blocked and re-engage
* Log activated feature use for future upsell paths
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------------- | -------------------------------------------------- |
| Feature Activation Rate | % of targeted users who activate a tracked feature |
| Time-to-Feature | Days from signup to first feature use |
| Usage Frequency Post-Activation | Avg. sessions or actions after feature is unlocked |
| Retention of Activated | % retained after core feature usage |
***
# The Multi-User Activation Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-multi-user-activation-play-strategies-and-insights
Explore proven strategies for multi-role adoption to enhance customer success, reduce churn, and drive account expansion.
## Summary [#summary]
* This play identifies active customer accounts where only one or two users are engaged, signaling a need for broader team activation. It’s a key retention lever during onboarding.
## Why this works [#why-this-works]
* Prevents “single-user dependency” early in the customer lifecycle
* Drives product value realization across the team
* Reduces churn risk and unlocks expansion through multi-role adoption
## Goal [#goal]
**(1) For the reader**
Ensure all relevant users within a newly converted account are onboarded—not just the initial buyer.
**(2) For the company**
Improve retention and unlock future expansion by ensuring team-wide adoption early.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = new paying customer
* Account status = in onboarding phase
* Engagement limited to 1–2 users
* Activation Score = low to moderate
* Key setup steps incomplete
**(2) Additional insights**
* Account tier = Team or Enterprise
* Only admin role is logging in
* Trial prior to purchase was more active than current usage
***
## Action steps [#action-steps]
1. **[Surface Single-User Accounts in Accoil](/docs/segments/create-and-manage-segments)**
* Use filters for:
* Active paying customer
* Mid user activation
* Only admins using the product
* Setup incomplete or minimal feature depth
2. **[Outreach to Account Owner or Admin](/docs/automations/understanding-automation)**
* Highlight benefits of inviting the team
* Recommend key workflows by user role (e.g., finance, ops, IT)
* Offer 1-click invite templates or a shared team checklist
3. **Share Role-Based Resources**
* Send targeted guides or case studies
* Recommend integrations or automations relevant to teams
* Schedule a team onboarding session
4. **[Track Activation Spread](/docs/activation/set-up-activation)**
* Monitor login spread beyond original user
* Set alerts for milestone completion by new users
* Flag non-activation by Day 14 for CS follow-up
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------------ | ---------------------------------------------------- |
| **Team Activation Rate** | Percentage of users in the account who become active |
| **Multi-role** **Adoption** | Diversity of roles engaging with the product |
| **Activation Speed** | Time taken to achieve full-team activation |
| **Expansion Readiness Signal** | Indicators of potential for account growth |
***
# The Onboarding Milestone Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-onboarding-milestone-play-strategies-and-insights
Discover strategies to enhance customer onboarding by supporting key milestones, improving activation rates, and reducing churn.
## Summary [#summary]
* When customers stall within onboarding timeline, timing is everything. This play nudges them forward with support, check-ins, and resources tied to key milestones—keeping them on track before frustration sets in.
## Why this works [#why-this-works]
* Catches users when they’re close to value but not quite there
* Uses specific milestone timing for relevance
* Prevents passive churn during setup
## Goal [#goal]
**(1) For the reader**
Support new customers at critical onboarding checkpoints to push them toward activation.
**(2) For the company**
Lifts activation rates and reduces early-stage churn risk for strategic accounts.
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Customer in onboarding
* Day x reached in onboarding timeline
* Mid activation rate
* Moderate engagement score
**(2) Additional insights**
* Key workflows uncompleted
* Strategic account priority
* Repeated logins without setup progress
***
## Action steps [#action-steps]
1. **[Segment](/docs/segments) by Milestone Stage**
* Segment by timeline
* Activation and workflow data
* Prioritize high-value accounts
2. **Launch Proactive Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Personalized emails or in-app nudges
* Emphasize benefits of next milestone
* Include links to walkthroughs or community wins
3. **Offer Direct Support**
* Book a live onboarding call
* Share progress-specific checklists or templates
* Troubleshoot blockers early
4. **Provide Targeted Resources**
* Step-by-step guides
* Workflow-specific help center articles
* Quick videos showing the “why” behind each step
5. **Track, Follow Up, and Refine**
* Monitor completions and time-to-milestone
* Adjust content and outreach based on roadblocks
* Retarget stalled accounts after one-touch follow-ups
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ------------------------------------------------- |
| Milestone Completion Rate | % of nudged users who finish next activation step |
| Time-to-Milestone | Time from nudge to milestone completion |
| Post-Milestone Retention | Retention of users who reach Day x milestones |
| Workflow Unlock Rate | Uptick in feature use tied to milestone guidance |
***
# The Onboarding Reactivation Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-onboarding-reactivation-play-strategies-and-insights
Unlock stalled accounts with effective onboarding reactivation strategies, personalized nudges, and improved activation rates.
## Summary [#summary]
* These customers started onboarding, but stalled. This play catches them in the pause, offering a nudge, support, and incentive to resume before it’s too late.
## Why this works [#why-this-works]
* Targets drop-offs early in the lifecycle
* Uses smart timing (7–14 days post-signup) to stay relevant
* Offers easy, personalized paths back to progress
### Goal [#goal]
**(1) For the reader**
Reignite onboarding momentum for customers who’ve paused.
**(2) For the company**
Improves activation rates and retention by preventing mid-onboarding churn.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Lifecycle: 7–14 days since signup
* Low activation
* No usage in past 7 days
* Still in new customer onboarding stage
**(2) Additional insights**
* No interaction with key features
* Segments by value or industry (optional)n- (if have attributes configured)
***
### Action steps [#action-steps]
1. **[Create the Segment](/docs/segments)**
* Filter accounts:
* 7–14 days old
* Low activation
* No recent product activity
2. **Launch Messaging**
* Personalized emails + reminders
* Point to next key onboarding step
* Offer quick-start content
3. **Use In-App Nudges**
* Timed reminders when they log back in
* Highlight activation blockers or gaps
* Offer resume button or checklist
4. **Offer Light Incentives**
* Free onboarding call
* Extended access
* Bonus templates or resources
5. **Track and Adapt**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Watch for resumed activity
* Follow up with support if they stall again
* Flag those who fully re-engage for follow-up later
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| --------------------- | ---------------------------------------------------- |
| Reactivation Rate | % resuming activity post-messaging |
| Onboarding Completion | % reaching milestone post re-engagement |
| Long-Term Retention | 30/60/90-day usage retention from recovered accounts |
| Feature Usage Growth | # of key features used after nudging |
***
# The Onboarding Success Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-onboarding-success-play-strategies-and-insights
Discover effective strategies to assist low-activation users during onboarding and boost engagement and retention.
## Summary [#summary]
These customers are new—but stuck. This play detects low-activation users early and offers targeted help to get them across the onboarding finish line.
## Why this works [#why-this-works]
* Early outreach increases activation success
* Helps customers see value faster
* Reduces churn by preventing early frustration
***
### Goal [#goal]
**(1) For the reader**
Spot new accounts who need help and guide them through onboarding.
**(2) For the company**
Improves activation rates and retention by rescuing at-risk users early.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* New customer
* Lifecycle stage: first 14 days
* Slow activation progress
**(2) Additional insights**
* No interaction with key features
* High-value or strategic tier
* Repeat sign-ins without setup progress
***
### Action steps [#action-steps]
1. **[Segment the Right Accounts](/docs/segments)**
* Use filters for:
* Onboarding stage
* [Low activation](/docs/activation/set-up-activation)- have reached their 'ah hah” moment
* Optional: feature gaps or account size
2. **Initiate Support Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Send check-in email offering onboarding help
* Suggest next key activation step
* Include time to schedule 1:1 support
3. **Deliver Value Tools**
* Share walk-through videos or guides
* Link to step-by-step help center articles
* Optionally offer fast-start templates
4. **Provide Human Help**
* Schedule onboarding call
* Assign a support contact for strategic accounts
* Encourage async support where needed
5. **Track Activation Movement**
* Watch for milestone completions
* Follow up again if stuck
* Flag improved accounts as healthy
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | -------------------------------------------- |
| **Activation Lift** | % of targeted accounts crossing mid-progress |
| **Time-to-Valu** e | Days from outreach to activation success |
| **Retention Rate** | 30/60/90-day retention of assisted users |
| **Feature Engagement** | Uptick in key feature usage post-guidance |
***
# The Quick Wins Play: Elevate User Engagement and Activation
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-quick-wins-play-elevate-user-engagement-and-activation
Discover strategies to implement Quick Wins Campaigns that enhance user activation milestones and drive sustained engagement in B2B SaaS.
## Summary [#summary]
* Early wins deserve recognition. This play identifies users who’ve hit activation milestones, celebrates their progress, and nudges them toward deeper feature use when they’re most excited to grow.
## Why this works [#why-this-works]
* Leverages motivation from early success
* Encourages users to keep exploring
* Reinforces adoption behaviors with well-timed nudges
### Goal [#goal]
**(1) For the reader**
Celebrate progress to build momentum and steer users toward advanced usage.
**(2) For the company**
Drives activation depth and long-term engagement through positive reinforcement.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account in onboarding
* Activation milestone(s) achieved
* Within first 30 days
**(2) Additional insights**
* Role = Admin or high-frequency user
* Strategic account or upsell segment
* Clear next-step opportunity available
***
### Action steps [#action-steps]
1. **Identify Win Accounts**
* Use [activation](/docs/activation/set-up-activation) and engagement scoring milestone tracking
* Layer in account value, role type, or timeline if needed (dependent on configured traits)
2. **Send Positive Reinforcement**
* Use celebratory language: “You’re making progress”
* Include specifics: “You’ve completed setup—what’s next?”
3. **Recommend What’s Next**
* Suggest a key feature, integration, or advanced workflow
* Share guides or short tutorials to get them there faster
* Offer checklists or examples of other successful users
4. **Add Light Incentives**
* Unlock premium content or trial extensions
* Give milestone badges or achievement icons
* (Optional) include account-specific reward path
5. **Monitor Response + Loop**
* Track follow-up actions: who takes the next step
* Re-target non-movers with a second nudge
* Share results internally to inform onboarding improvements
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------------- | ----------------------------------------------------- |
| Milestone Progression Rate | % of accounts moving to deeper usage post-message |
| Engagement Uptick | Increase in usage post-celebration |
| Reward Redemption | # of users engaging with bonus features or incentives |
| Retention of Celebrated Users | % retained from this quick wins campaign |
***
# The Re-engagement Play for Onboarding Success
Source: https://docs.accoil.com/docs/plays/new-user-onboarding/the-re-engagement-play-for-onboarding-success
Discover strategies to identify and re-engage onboarding customers showing declining engagement to enhance retention and success.
## Summary [#summary]
* These are newly activated accounts showing early promise—but momentum is slipping. This play identifies onboarding customers with medium activation but declining engagement, so you can intervene early and get them back on track before disengagement sets in.
## Why this works [#why-this-works]
* Flags customers who showed interest but are starting to stall
* Targets post-sale moments where conversion is no longer the goal—retention is
* Uses engagement trends to prioritize timely nudges **.**
## Goal [#goal]
**(1) For the reader**
Spot new customers losing steam during onboarding and re-engage them before value realization drops.
**(2) For the company**
Reduce churn risk and improve onboarding completion rates by acting on early disengagement signals.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Active customer
* Lifecycle Stage = Onboarding
* Activation Score = Medium
* Engagement Score trending down
**(2) Additional insights**
* Key setup or adoption steps incomplete
* Limited user participation
***
## Action steps [#action-steps]
1. **[Segment](/docs/segments) Slowing Accounts**
* Use Accoil filters for:
* [Mid Activation Score](/docs/activation/set-up-activation)
* Drop in Engagement Score
* Limited user activity or skipped setup steps
2. **Send a Re-Engagement Message**
* Nudge with context: “We noticed you haven’t finished setup”
* Offer quick wins or help to complete the next steps
* Remind them what’s left to unlock full value
3. **Offer Personal Touchpoints**
* Invite to a 15-min onboarding Q\&A
* Recommend role-based actions or automations
* Highlight examples of similar customers who got past this point
4. **Monitor & Follow Up**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Check if they return or activate more steps
* If no movement, escalate to success team
* If revived, log what worked for playbook refinement
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| -------------------------- | --------------------------------------------------- |
| Onboarding Completion Rate | % of at-risk customers completing setup after nudge |
| Re-Engagement Trigger Rate | # of customers flagged based on engagement drop-off |
| Help Resource Engagement | Responses to support touchpoints |
| Time-to-Recovery | Days between nudge and resumed setup or usag |
***
# Opportunity to close
Source: https://docs.accoil.com/docs/plays/opportunity-to-close
Turn product signals into pipeline and closed deals.
Discover strategies to identify and empower champions, driving user engagement and boosting customer expansion rates.
Unlock strategies to reactivate dormant SaaS trials and enhance customer success through targeted outreach and support.
Discover actionable strategies for detecting engagement spikes and enhancing follow-up efforts to boost customer success in B2B SaaS.
Unlock the potential of high-engagement freemium accounts with proven strategies for conversion and customer success.
Discover actionable strategies to convert highly engaged trial accounts in B2B SaaS, focusing on user behavior and targeted outreach.
Unlock upselling potential with strategies for engaging power users exploring premium features and driving revenue growth.
Unlock stalled pipeline deals with personalized outreach and targeted engagement strategies to boost sales conversion rates.
Discover effective strategies to convert trial users into paying customers through urgency and personalized engagement in your B2B SaaS.
Discover strategies to build a trial account engagement profile that boosts conversions and optimizes customer onboarding.
Discover strategies to enhance trial account engagement and boost conversions without direct outreach.
Discover proven strategies to reactivate dormant trial accounts and enhance customer engagement for improved conversion rates.
Discover effective upsell strategies for SaaS by leveraging engagement signals to boost premium feature adoption and reduce churn.
Discover actionable strategies for identifying and engaging warm leads to boost conversions in your B2B SaaS business.
Unlock strategies to convert warm trial accounts into loyal customers through engagement metrics and personalized outreach.
# The champion creation play for enhanced customer success
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-champion-creation-play-for-enhanced-customer-success
Discover strategies to identify and empower champions, driving user engagement and boosting customer expansion rates.
## Summary [#summary]
Not all power users are created equal. This play identifies and empowers those who *drive the adoption curve*—turning users into internal evangelists who accelerate decisions and expand reach.
## Why this works [#why-this-works]
* Champions unlock multi-user momentum
* Trusted voices carry more influence than outreach alone
* Builds stickiness and trust with minimal cost
### Goal [#goal]
**(1) For the reader**
Find your most impactful users and turn them into product ambassadors.
**(2) For the company**
Drives faster decisions, higher expansion rates, and stronger NPS.
***
### Accoil Signal [#accoil-signal]
* Consistent weekly usage (4+ times or multi-workflow completion)
* High Engagement Score
* Strong adoption rate (majority of key features used)
**(2) Additional insights ###**
If traits are configured, then:
* Role = Admin / Team Lead
* Account size = Mid-to-large team
* Industry = Peer-influenced buying cycles
***
### Action steps [#action-steps]
1. **Identify Champions**
* Use Accoil to spot users driving consistent, meaningful activity
* Cross-reference with adoption and engagement metrics
* [Tag as segments](/docs/segments): admins, leads, strategic influencers
2. **Build Direct Contact**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Reach out 1:1 with an acknowledgment of their impact
* Offer to support their goals with priority success touches
3. **Empower Them**
* Share advanced tools, insider access, exclusive training
* Invite to advisory boards, feedback panels, or product previews
4. **Leverage Their Voice**
* Ask for internal testimonials or public quotes
* Offer light incentives for referrals or case studies
5. **Track Influence**
* Monitor usage growth in the rest of their account
* Tag new signups from referral pathways
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------------- | ------------------------------------------------------- |
| Champion Identification Rate | % of accounts with 1+ champion identified |
| Expansion Rate | % increase in seats or modules post-champion touchpoint |
| Engagement Growth | Change in account engagement after champion contact |
| Referral Impact | Leads or trials attributed to champion-sourced activity |
***
# The dormant trial recovery play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-dormant-trial-recovery-play-strategies-and-insights
Unlock strategies to reactivate dormant SaaS trials and enhance customer success through targeted outreach and support.
## Summary [#summary]
These trials have gone cold—but they’re not gone. With targeted support, urgency, and the right nudge, they can still convert. This play is all about recovery before expiry.
## Why this works [#why-this-works]
* Surfaces dormant accounts before they expire unnoticed
* Offers timely support and value reminders
* Revives deals that would otherwise quietly churn
### Goal [#goal]
**(1) For the reader**
Restart stalled trials and open a second window for conversion.
**(2) For the company**
Improves trial win rate by reclaiming lost intent.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Trial status
* Low Activation Progress
* There’s engagement drop-off
* Low Engagement Score
**(2) Additional insights**
* Abandoned feature use (started but didn’t complete)
* High-value trial tier
* Lifecycle window: nearing end of trial
***
### Action steps [#action-steps]
1. **[Build the Segment](/docs/segments)**
* Filter trials with low scores, low activity, and stalled setup
* Tag high-value accounts for priority outreach
2. **Design Reactivation Messaging**
* Highlight unused value or progress still possible
* Reference what they’ve done (or not)
* Emphasize trial days remaining
3. **Offer Assistance**
* Surface relevant tutorials or templates
* Propose a Customer Success Manager call or onboarding session
* Unblock feature gaps
4. **Add Incentives**
* Trial extension
* Setup support
* Fast-track onboarding or consult
5. **Monitor Progress**
* Watch for login, setup, or feature activity
* Follow up with next step based on what reactivates
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------------- | ------------------------------------------- |
| Reactivation Rate | % of inactive trials who return to activity |
| Trial-to-Paid (Recovered) | % of reactivated trials that convert |
| Post-Reactivation Engagement | Activity and setup progress after outreach |
| Recovery ROI | Revenue from converted dormant accounts |
***
# The Engagement Spike Play: Strategies for Effective Customer Follow-Up
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-engagement-spike-play-strategies-for-effective-customer-follow-up
Discover actionable strategies for detecting engagement spikes and enhancing follow-up efforts to boost customer success in B2B SaaS.
## Summary [#summary]
Some accounts go quiet, others suddenly light up. This play spots sharp engagement jumps and triggers fast follow-up while the signal is fresh.
## Why this works [#why-this-works]
* Catches intent signals that might otherwise go unnoticed
* Helps prioritize timely outreach
* Aligns attention with where energy is actually happening
### Goal [#goal]
1. **For the reader**
Jump on engagement spikes to turn interest into meaningful next steps.
2\. **For the company**
Activates timely conversations, shortens response lag, and lifts close rates.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account engagement increase > X% in 7 days
* Or significant interaction with multiple features in a short window
**(2) Additional insights ###**
* Red Hot or Spike-tagged segment
* Active trial or customer in expansion window
* Specific product module spiked
***
### Action steps [#action-steps]
1. **Identify Spikes**
* [Create Spike segment](/docs/segments)
* Use score delta (e.g., +15 points in 7 days)
* Highlight recent behaviors: login flurries, feature bursts
2. **Investigate the Why**
* Check account activity timeline
* See who’s active and what they’re exploring
3. **Alert the Team**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Notify Customer Success Rep or Account Executive immediately
* Prioritize accounts with upside potential
4. **Follow Up With Context**
* Message based on what they did—not generic outreach
* Offer strategic next step: demo, support, expansion CTA
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | -------------------------------------------------------------- |
| Spike Detection Rate | # of spike-tagged accounts per period |
| Follow-Up Speed | Avg. time from spike → outreach |
| Conversion from Spikes | % of spike accounts leading to action (trial, upsell, meeting) |
| Segment Retention | Retention of spike-based contacts after 30/60/90 days |
***
# The Freemium Conversion Playbook: Strategies for High-Engagement Accounts
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-freemium-conversion-playbook-strategies-for-high-engagement-accounts
Unlock the potential of high-engagement freemium accounts with proven strategies for conversion and customer success.
## Summary [#summary]
These aren’t just free users, they’re free users getting value. This play surfaces accounts showing strong activation and engagement, signalling they’re ready to pay. You just need to ask.
## Why this works [#why-this-works]
* Zeroes in on accounts already using the product regularly
* Activation + engagement combo = proven interest
* Tailors outreach to readiness, not guesswork
### Goal [#goal]
**(1) For the reader**
Spot high-intent free users and guide them into paid plans.
**(2) For the company**
Boosts conversion from Freemium with minimal spend or waste.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account status = Freemium
* High Engagement Score
* High Activation Score
**(2) Additional insights**
* Key workflow or milestone completed
* Multiple active users
* Usage nearing Freemium limits
***
### Action steps [#action-steps]
1. **Build the List**
* [Use Accoil segments and filters](/docs/segments) to segment Freemium users with:
* High Engagement Score
* High [Activation](/docs/activation/set-up-activation)
* (Optional) Multiple users, core feature activity
* Save as a dynamic list for auto-update
2. **Conversion Campaign**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Email or in-app messaging that:
* Recaps value already unlocked
* Promotes benefits of paid tiers
* Highlights usage limits they’re approaching
3. **Optional Sales Follow-Up**
* Prioritize high-potential accounts for direct rep outreach
* Pitch aligned to their behavior (e.g., “You’ve already done X—Premium unlocks Y”)
4. **Use Light Incentives**
* Limited-time offers
* Feature previews
* Referral bonuses
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------ | --------------------------------------------------- |
| Freemium-to-Paid Rate | % of flagged accounts that convert |
| Activation Completion | % of Freemium users with high activation |
| Capacity Limit Triggers | # of Freemium users nearing plan caps |
| Feature Exploration Gaps | Premium features unused by high-engagement accounts |
# The hot trials play: Strategies for accelerating conversion in B2B SaaS
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-hot-trials-play-strategies-for-accelerating-conversion-in-b2b-saas
Discover actionable strategies to convert highly engaged trial accounts in B2B SaaS, focusing on user behavior and targeted outreach.
## Summary [#summary]
These are the accounts leaning in hard—deep usage, high frequency, and already exploring advanced features. This play accelerates conversion before the momentum fades.
## Why this works [#why-this-works]
* Captures users in their most active, evaluative phase
* Aligns support and offers with current usage behavior
* Builds urgency without needing a hard sell
### Goal [#goal]
**(1) For the reader**
Identify and convert highly active trials while intent is at its peak.
**(2) For the company**
Drives fast, high-quality conversions from the most promising accounts.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Trial status
* High Engagement Score
* Frequent Usage
* Feature adoption is high
**(2) Additional insights**
* Premium features explored
* Admins or power users active
* Team size + vertical match to high-priority segments
***
### Action steps [#action-steps]
1. **[Segment Hot Trials](/docs/segments)in Accoil**
* Use filters for:
* Trial accounts
* High engagement score
* Feature usage beyond onboarding
* Save segment + [set alert](/docs/connections) when new accounts match
2. **Analyze Behavior in Context**
* Review feature usage (API, integrations, reports)
* Identify team usage patterns or depth of adoption
3. **Send Strategic Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Highlight alignment with their use case
* Include personalized guides, use cases, or benchmarks
* Tailor messaging by feature used and industry
4. **Offer High-Impact Support**
* Invite to a personalized demo or product consult
* Address objections with a “What’s next?” tone
* Share upgrade options tied to workflows they’ve already touched
5. **Drive the Close**
* Use limited-time offers, onboarding packages, or feature unlocks
* Provide a frictionless path to paid conversion
* Flag for immediate sales team follow-up
6. **Monitor Conversion & Post-Signal**
* Watch for any dip in score or usage
* Trigger recovery outreach if engagement fades
* Surface newly active team members as additional leads
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------ | ------------------------------------------ |
| **Conversion Velocity** | Time from engagement to conversion |
| **Feature Usage Trends** | Which features drive mid-trial activity |
| **Engagement Patterns** | Change in usage before/after sales contact |
| **Revenue Impact** | Value and scale of converted accounts |
| **Retention Metrics** | Post-upgrade retention of this segment |
# The Premium Feature Adoption Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-premium-feature-adoption-play-strategies-and-insights
Unlock upselling potential with strategies for engaging power users exploring premium features and driving revenue growth.
## Summary [#summary]
These aren’t just users—they’re power users in the making. This play targets paying customers exploring premium or advanced features, creating a timely opportunity to expand product value and drive upgrades.
## Why this works [#why-this-works]
* Focuses on customers signaling deeper usage potential
* Highlights expansion moments inside natural product behavior
* Uses actual Accoil feature adoption and engagement scores to surface the right accounts
## Goal [#goal]
**(1) For the reader**
Upsell or expand existing customers already adopting advanced functionality.
**(2) For the company**
Drives revenue growth by converting power usage into plan upgrades or additional seats/features.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account status = Active customer
* Feature usage includes premium or advanced modules
* e.g., integrations, automations, analytics dashboards
* High Engagement Score
**(2) Additional insights**
* Admins or power users involved
* Usage is growing or consistent
* Opportunity for plan upgrade or additional seat/license
***
## Action steps [#action-steps]
1. **[Segment the List](/docs/segments)**
* Use filters to find trials deeply engaging with premium functionality
* Dynamically update list as user behavior shifts
2. **Analyze Usage Patterns**
* Identify premium features with consistent usage
* Surface workflows showing strong alignment with paid tiers
3. **Tailor Outreach to Their Usage**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Acknowledge features they’re already exploring
* Recommend complementary features or higher-tier plans
* Use relevant use cases or customer stories
4. **Offer Smart Upsell Paths**
* Highlight ROI of upgrading based on current usage
* Offer extended access to advanced modules
* Bundle in additional support or onboarding sessions
5. **Track Movement & Follow-Up**
* Watch for increased feature depth post-touch
* Flag high-value accounts for 1:1 sales engagement
* Route non-responders to light-touch re-engagement
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------------ | ------------------------------------------ |
| Feature Depth Growth | Increase in premium feature usage |
| Plan Upgrade Rate | % of Feature Explorers upgrading plans |
| Expansion Revenue | Added ARR from upsells in this cohort |
| Retention of Expanded Accounts | Post-upgrade engagement and renewal trends |
***
# The Stalled Opportunities Play: Strategies for Reviving Sales Engagement
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-stalled-opportunities-play-strategies-for-reviving-sales-engagement
Unlock stalled pipeline deals with personalized outreach and targeted engagement strategies to boost sales conversion rates.
## Summary [#summary]
These accounts were moving—until they weren’t. This play identifies opportunities with moderate product usage and a drop in engagement, giving sales a second chance to re-ignite interest and move the deal forward.
## Why this works [#why-this-works]
* Uses Accoil data to spot drop-offs in product engagement
* Targets deals showing partial value realization
* Focuses sales efforts where progress is *possible*, not speculativ
### Goal [#goal]
**(1) For the reader**
Revive qualified but stalled pipeline deals by targeting accounts showing mid-level engagement.
**(2) For the company**
Shortens pipeline lag and increases conversion rates by salvaging in-progress opportunities.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Opportunity account status
* No recent activity (ex. around 14 days)
* Engagement Score hovering in the mid-range
* Activation is mid-progress
**(2) Additional insights**
* Workflow started but not completed
* Account fit (industry alignment, revenue potential)
* Admins or high-value users previously engaged
***
### Action steps [#action-steps]
1. **[Segment Stalled Accounts](/docs/segments) in Accoil**
* Use:
* No activity in 14+ days
* Mid-range Engagement Score
* Partial product activation
* Optional: filter by opportunity stage, industry, or ARR potential (if traits configured)
2. **Investigate Usage Signals**
* Use the timeline view in Accoil to track when engagement dropped
* Check feature history for abandoned actions
* Identify if a key user or role went silent
3. **Trigger Personalized Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Email or call with a message tailored to usage history
* Ask about specific workflows they started
* Share feature benefits or integrations they may have missed
4. **Offer Value and Support**
* Share use-case content aligned to their industry
* Offer strategy guidance, setup help, or access to a recorded demo
* Optional: offer a limited trial extension or time-boxed upgrade path
5. **Track Movement in Accoil**
* Set alerts for re-engagement signals (logins, score spikes)
* Update deal stage when engagement resumes
* Loop sales and CS back in with context when movement resumes
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------------ | ---------------------------------------------------- |
| **Pipeline Progression Rates** | % of stalled deals that advance stages post-outreach |
| **Conversion Rates** | % of reactivated deals that close |
| **Engagement Trends** | Change in usage or interaction after follow-up |
***
# The Trial Conversion Play: Strategies for Engaging High-Intent Users
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-trial-conversion-play-strategies-for-engaging-high-intent-users
Discover effective strategies to convert trial users into paying customers through urgency and personalized engagement in your B2B SaaS.
## Summary [#summary]
This recipe leverages the urgency of trial expirations to drive conversions, aiming to transition high-intent users into paid plans.
## Why this works [#why-this-works]
* Creates a clear deadline to prompt action
* Aligns incentives with the user’s decision-making timeline
* Focuses on accounts with high engagement and intent
### Goal [#goal]
1. **For the reader:** Nudge high-intent trial users toward paid conversion by capitalizing on time-sensitive momentum.
2. **For the company:** Maximize trial ROI by closing deals before expiration.
***
### Accoil Signal [#accoil-signal]
**Primary signal**
* **Account Type:** Trial users
* **Activation Rate:** Accounts that have completed most of their onboarding
* **Engagement Frequency:** Actively using the product
* **Engagement Score:** Showing strong signals of interest
**Additional insights**
* **Trial Expiry:** Trial window closing soon
* **User Role:** Decision-makers or stakeholders
* **Account Characteristics:** High-value or strategic industry trials
***
### Action steps [#action-steps]
1. **Build the List**
* [Segment](/docs/segments) trials with strong usage nearing expiration
* Layer in engagement score and activation progress
2. **Personalize Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Emphasize trial timeline
* Showcase key unlocked benefits of conversion
3. **Create Urgency**
* Provide time-bound incentives
* Use countdown visuals or messaging
4. **Provide Support**
* Offer final walkthroughs or demos
* Share onboarding content for post-upgrade success
5. **Follow Up Promptly**
* Track response rate
* Escalate high-value accounts to direct sales
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | ---------------------------------------------------- |
| **Conversion Rates** | % of expiring trials that upgrade |
| **Engagement Patterns** | Final-week usage behavior |
| **Revenue Impact** | Contribution of this play to monthly sales |
| **Retention Metrics** | Post-conversion retention of urgency-closed accounts |
***
# The Trial Engagement play for enhanced conversions
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-trial-engagement-play-for-enhanced-conversions
Discover strategies to build a trial account engagement profile that boosts conversions and optimizes customer onboarding.
## Summary [#summary]
Not all trial users are equal. This play builds a profile that captures how far and how deep each trial account has gone. It weights key events (not just activity) to tell a real story of intent and value connection.
## Why this works [#why-this-works]
* Separates casual testers from serious evaluators
* Aligns product behaviors to conversion signals
* Supports personalized outreach or automated nudges based on **real activation**
## Goal [#goal]
**(1) For the reader**
Score trial users not just on what they’ve done—but what *matters*.
**(2) For the company**
Drives smarter conversion targeting and better onboarding outcomes.
## Diagram [#diagram]
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Trial status
* Engagement + Activation Score
**(2) Engagement tiers**
* **High-weight events (Setup examples)**
* Team invites
* First form/listing
* Initial configuration
* **High-weight events (Value prop)**
* Core product feature used
* ROI-driving action triggered
* **Medium-weight events (Ongoing use)**
* Logins
* Workflow repetitions
* Team activity
* **Low-weight events (Exploration)**
* Help center
* Integrations tested
* Premium feature previews
***
## Action steps [#action-steps]
1. **[Create a workspace that focuses on your profile](/docs/workspaces/configuring-a-workspace)**
* Score product events using Accoil’s engagement scoring tool
* Set weights:
* Setup and value = high
* Exploratory = low
* Track separately: 5–10 core activation steps
2. **Use It Smartly**
* Identify high-scoring, fully activated accounts for conversion
* Target medium or low scorers with onboarding or re-engagement flows
3. **Optimize Over Time**
* Reassess event weights quarterly
* Trim low-impact signals, promote high-converting ones
* Use score trends to inform product and messaging updates
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | --------------------------------------------------- |
| Activation Progress Rate | % of steps completed per account |
| Weighted Engagement Score | Composite score based on weighted events |
| Conversion Lift | Conversion rate of high vs. low scorers |
| Feature Usage Depth | % of top-value features used per trial account |
| Messaging Effectiveness | Lift in outreach success tied to activation scoring |
***
# The Trial Engagement Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-trial-engagement-play-strategies-and-insights
Discover strategies to enhance trial account engagement and boost conversions without direct outreach.
## Summary [#summary]
Sometimes the best move is no move. This play surfaces trial accounts that are already dancing—fully activated, highly engaged, and likely to convert. No outreach needed. Just step aside, watch them win, and take notes for later.
## Why this works [#why-this-works]
* Avoids disrupting accounts on a natural conversion path
* Frees up resources to focus on accounts that *need* support
* Identifies future power users for advocacy or influence
### Goal [#goal]
**(1) For the reader**
Let high-performing trial users convert without interference.
**(2) For the company**
Boosts conversion efficiency while seeding future testimonials or referrals.
***
### Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Trial age > 7 days
* Engagement Score = High
* Activation Rate = Very high
* 2+ users actively involved
**(2) Additional insights**
* Product-specific usage milestones (e.g., forms published, items listed)
* High-output individual contributors or consultants
* Accounts converting without prompts
***
### Action steps [#action-steps]
1. **[Segment](/docs/segments) Quiet Converters**
* Filter for trials with:
* Full [activation](/docs/activation/set-up-activation)
* High engagement
* 2+ users
* Over 7 days active
* Key workflows complete
2. **Skip the Outreach**
* Don’t message these accounts
* Let them self-convert based on current momentum
3. **Flag Advocates Quietly**
* Look for influential users: consultants, reviewers, prior customers
* Tag for testimonial, referral, or future upsell loop
4. **Track Conversion Window**
* Observe time to conversion
* Use this data to tune future onboarding or nudge timing
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ------------------------------------------------------- |
| Natural Conversion Rate | % of fully activated trials converting without outreach |
| Power User Identification | # of flagged top users per month |
| User-Level Depth | Actions completed per user in self-converting accounts |
| Conversion Timeline | Avg. time from full activation to paid |
***
# The trial reactivation play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-trial-reactivation-play-strategies-and-insights
Discover proven strategies to reactivate dormant trial accounts and enhance customer engagement for improved conversion rates.
## Summary [#summary]
These users started, but didn’t stick. This play identifies trial accounts with partial activation but low engagement, giving you a framework to reignite interest and steer them toward conversion.
## Why is works [#why-is-works]
* Targets accounts not totally cold, but drifting
* Uses real-time data from Accoil to prioritize and personalize
* Balances high-touch and automated paths based on account value
### Goal [#goal]
**(1) For the reader**
Re-engage low-engagement trial users who’ve shown early product interest.
**(2) For the company**
Boosts trial conversion while keeping outreach efficient and focused.
***
### Accoil signal [#accoil-signal]
### (1) Primary signal [#1-primary-signal]
* Trial account
* Low Engagement score
* Activation Rate is low.
**(2) Additional insights**
* Company size or value tier
* Identified user actions vs. skipped steps
* No activity in the last few days
***
### Action steps [#action-steps]
1. **[Create the Segment](/docs/segments)**
* Filter for:
* Trial Accounts
* Low Engagement Score
* Slow Activation Progress
* Enrich with company size or account type if needed
2. **Split by Value**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* High-value: assign to sales or success team
* Mid/low: feed into reactivation campaign
3. **Personalize Based on Progress**
* Reference what they *have* done
* Highlight the *next best step*
* Offer examples of quick wins or fast paths
4. **Avoid Overload**
* Suppress messaging for accounts likely to convert without help
* Monitor drop-offs from too much touch
5. **Measure and Adapt**
* Track next action taken
* Use step-level activation data to tune next round
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ----------------------------------------------------- |
| Reactivation Rate | % of this segment taking an action post-outreach |
| Trial Conversion Rate | % converting to paid from reactivation segment |
| Engagement Score Recovery | Score improvement within 3–5 days post-touch |
| Step Progression | % completing next activation milestone after outreach |
***
# The Upsell Strategy Play: Maximizing Premium Feature Adoption
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-upsell-strategy-play-maximizing-premium-feature-adoption
Discover effective upsell strategies for SaaS by leveraging engagement signals to boost premium feature adoption and reduce churn.
## Summary [#summary]
They’re past the basics and testing the good stuff. This play surfaces trial users engaging with premium features so your team can upsell with perfect timing.
## Why this works [#why-this-works]
* Targets accounts showing early interest in advanced functionality
* Aligns outreach with clear usage signals
* Converts interest into revenue before trials end
### Goal [#goal]
**(1) For the reader**
Turn premium-curious trial users into high-tier customers.
**(2) For the company**
Upsell earlier, close faster, and maximize trial ROI.
***
### Accoil Signal [#accoil-signal]
1. **Primary signal**
* Trial age > 14 days
* High Engagement Score
* Premium feature interaction (e.g., integrations, analytics, workflows)
**(2) Additional insights**
* High Activation Rate
* 2+ active users on the account
* Rising usage trend in premium modules
***
### Action steps [#action-steps]
1. **Identify Premium Users**
* [Segment](/docs/segments)/ Filter trial accounts for:
* 14+ days old
* High Engagement Score
* Any premium feature use
* Optionally layer on [activation](/docs/activation/set-up-activation) or user count
2. **Prioritize for Outreach**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Route to sales for outreach
* Segment by feature type (analytics vs. integrations, etc.)
3. **Tailor the Message**
* Emphasize value of what they’ve already touched
* Highlight premium capabilities they haven’t unlocked yet
* Share use cases or results from similar accounts
4. **Watch the Data**
* Track usage lift in untouched premium areas
* Flag silent or stalled accounts for re-nurture
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| -------------------------- | --------------------------------------------------------- |
| Premium Feature Usage Rate | % of trials using premium-only features |
| Conversion to High Tier | % of these trials that convert to non-base plans |
| Expansion Signal Index | # of users using premium + new feature interaction rate |
| Outreach Success Rate | Response or conversion rates tied to premium segmentation |
| Premium Feature Usage Rate | % of trials using premium-only features |
***
# The Warm Lead Engagement Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-warm-lead-engagement-play-strategies-and-insights
Discover actionable strategies for identifying and engaging warm leads to boost conversions in your B2B SaaS business.
## Summary [#summary]
These are leads showing genuine product interest through repeated logins and early feature interaction. This play helps identify and activate those prospects before their intent fades.
## Why this works [#why-this-works]
* Focuses on product-based signals, not superficial metrics
* Surfaces leads engaging with actual workflows
* Aligns sales efforts with early usage behavior
## Goal [#goal]
**(1) For the reader**
Engage leads showing early signs of interest and usage before momentum is lost.
**(2) For the company**
Convert more qualified leads into trials or direct sales conversations using real engagement signals.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Engagement Score = moderate and rising
* 3+ return visits or sessions in past 7 days
* Interaction with 1–2 core features (e.g., dashboard config, template selection)
**(2) Additional insights**
* Team member invites sent
* Setup steps initiated but not completed
* Matched to a target vertical or ICP (ideal customer profile)
***
## Action steps [#action-steps]
1. **Identify Warm Leads**
* [Use Accoil segments and filters](/docs/segments) for:
* Repeated product visits
* Multiple interactions
* Layer optional filters like company size or industry tags (if attributes are configured).
* Save dynamic segment for daily review
2. **Tailor First Touches**
* Highlight the features already explored
* Reference use cases or challenges they’re likely exploring
* Keep tone helpful, not hard-sell
3. **Offer Value-First Content**
* Case studies from their vertical
* ROI benchmarks or comparison sheets
* Personalized invite to demo or trial
4. **Track and Respond**
* [Use connections](/docs/connections) to send insights to the tools your team uses
* Use activity insights to spot interest spikes
* Accelerate follow-up when signals rise
* Pause or redirect if engagement cools
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | -------------------------------------------------------- |
| Engagement Progression | % of warm leads advancing to trial or call |
| Conversion Rate | Warm leads converting to paying customers |
| Time-to-Engagement | Average time between identification and first reply |
| Follow-Up Trigger Rate | % of warm leads flagged for higher engagement post-touch |
***
# The Warm Trial Conversion Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/opportunity-to-close/the-warm-trial-conversion-play-strategies-and-insights
Unlock strategies to convert warm trial accounts into loyal customers through engagement metrics and personalized outreach.
## Summary [#summary]
These users aren’t at the finish line yet, but they’re close. This play captures accounts showing meaningful engagement and setup progress, giving you a clear path to drive conversion.
## Why this works [#why-this-works]
* Targets users already demonstrating intent and momentum
* Leverages Accoil filters to identify qualified trials early
* Guides tailored outreach based on activation and usage signals
### Goal [#goal]
**(1) For the reader**
Push conversion from accounts that are already doing the work.
**(2) For the company**
Lift trial conversion rates by catching buyers at the tipping point.
***
### (1) Primary signal [#1-primary-signal]
* Trial Accounts
* Activation progress trending high
* Consistent engagement (e.g., 4+ days of use per week)
* Engagement Score in growth range
### (2) Additional insights [#2-additional-insights]
* Frequent use of core features (reporting, integration, etc.)
* Admins or team leads involved
* Large or strategic team profile
***
### Action steps [#action-steps]
1. **[Create the Segment](/docs/segments)in Accoil**
* Filter by:
* Trial status
* Activation progress
* Moderate–high Engagement Score
2. **[Review Activation Path](/docs/activation/set-up-activation) in Account View**
* Check usage of milestone features (e.g., integrations, reports)
* Flag skipped steps or areas where they may be stuck
* Use historical activity timeline in Accoil to spot drop-off points
3. **[Personalize Outreach](/docs/connections) Based on Activity**
* Use connections to bring insights into the tools you already use
* Reference recent actions taken
* Reinforce benefits of completing activation
* Offer relevant feature extensions or tailored guidance
4. **Engage the Buying Role**
* Identify and message decision-makers directly
* Use trial behavior to suggest next steps
* Share ROI examples and benefits of upgrading now
5. **Track Progress + Follow Up**
* Monitor changes in Engagement Score post-touch
* Tag those who respond for conversion push
* Re-target those who stay flat with second-tier support
***
### Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| -------------------------- | ----------------------------------------------- |
| Trial-to-Win Rate | % of warm trials that convert to paid |
| Time-to-Decision | Days from segment inclusion to conversion |
| Engagement Score Movement | Score shift post-outreach |
| Workflow Completion Rate | % completing activation after nudge |
| Upsell Opportunity Signals | Feature or seat usage growth from warm accounts |
***
# Empowering User Champions Play: Strategic Product Insights
Source: https://docs.accoil.com/docs/plays/revenue-expansion/empowering-user-champions-play-strategic-product-insights
Discover how to identify and engage user champions to enhance product feedback and drive customer advocacy in your B2B SaaS strategy.
## Summary [#summary]
This play identifies your most active and valuable users within paid accounts. It creates a go-to segment for validating feature adoption, gathering product insights, and cultivating internal champions.Summary
## Why this works [#why-this-works]
* Feedback comes from experienced, high-value users
* Anchors product decisions in real workflows, not assumptions
* Opens doors for advocacy, beta programs, and user-led roadmap shaping
## Goal [#goal]
**For the reader:**
Build a trusted pool of expert users to drive product feedback and validation
**For the company:**
Improve feature usability and roadmap direction by surfacing insights from top customers
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Paid
* Strong feature adoption across core areas
* High frequency of product use
* High overall Engagement Score
**(2) Additional insights (optional)**
* Usage concentration in a key feature (e.g., repeat event/activity)
* Role = Admin, power user, or operational lead
* Account characteristics = aligned with key customer segments (e.g., plan tier, size, industry)
***
## Action steps [#action-steps]
**1. Build the Champion List**
* Use [Accoil Segments](/docs/segments/understand-segments)or your CRM to filter by adoption, frequency, and engagement
* Layer in filters for role and account type
* Save the list as a living group — track how users evolve in or out
**2. Activate for Product Feedback**
* Schedule 1:1 or group feedback sessions
* Run targeted outreach for roadmap validation
* Offer early access or surveys tied to key features
**3. [Use Connections](/docs/connections) to promote Advocacy**
* Invite to upcoming betas or experimental rollouts
* Identify users to spotlight in internal case studies or testimonials
* Reward through enablement or visibility, not just perks
**4. Tailor Communication**
* Personalize messages to reinforce their role as a product partner
* Emphasize their impact on future product direction
* Keep the loop tight with updates, follow-ups, and thank-you moments
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------- | --------------------------------------------------------- |
| Feedback Engagement | % of top users participating in research or roadmap input |
| Feature Validation | Adoption trends linked to validated or revised features |
| Upsell or Expansion | Revenue movement in accounts tied to top user champions |
***
# Revenue expansion
Source: https://docs.accoil.com/docs/plays/revenue-expansion
Find and act on expansion opportunities inside your base.
Discover how to identify and engage user champions to enhance product feedback and drive customer advocacy in your B2B SaaS strategy.
Unlock customer success with strategies for driving feature adoption and engagement in your B2B SaaS product.
Unlock cross-sell potential in your B2B SaaS with proven strategies for tracking engagement and leveraging feature usage gaps.
Explore strategies to engage loyal customers as advocates, utilizing recognition programs and advocacy metrics for sustainable growth.
Discover strategies to gather and leverage early adopter feedback for improved feature adoption and user engagement in B2B SaaS.
Discover strategies to gather early user feedback and improve onboarding, driving engagement and success in your B2B SaaS solution.
Discover effective strategies to identify high-growth accounts and drive enterprise expansion through tailored engagement and solutions.
Discover strategies to gather everyday user feedback and enhance usability in your B2B SaaS product for improved customer success.
Discover strategies to engage capacity-triggered accounts and drive expansion revenue through proactive outreach and tailored offers.
Discover strategies to reactivate high-value features in your SaaS product and enhance customer engagement through targeted campaigns.
Discover effective strategies to identify and support high-growth accounts, driving customer engagement and revenue expansion.
Discover effective upsell strategies to enhance engagement and drive revenue growth through targeted segmentation and personalized outreach.
Discover proven strategies to engage users and collect feedback that drives product direction and enhances customer retention.
# The Advanced Feature Adoption Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-advanced-feature-adoption-play-strategies-and-insights
Unlock customer success with strategies for driving feature adoption and engagement in your B2B SaaS product.
## Summary [#summary]
This play deepens product adoption by encouraging customers to explore advanced features—driving engagement, satisfaction, and long-term retention.
## Why this works [#why-this-works]
* **Aligns feature education** with actual usage gaps.
* **Builds user confidence** through targeted enablement.
* **Increases product stickiness** by showcasing high-value functionality.
* **Preps expansion** by reinforcing premium value in daily workflows.
## Goal [#goal]
**For the reader**
Spot accounts missing out on powerful features and help them unlock more value.
**For the company**
Drive stickiness and set the stage for upsells by increasing feature adoption.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Feature Usage**: Limited or no use of advanced features.
**(2) Additional insights (recommended filters):**
* **Lifecycle Stage**: Active customers already onboarded on core features.
* **Account Characteristics (Optional)**: High-value accounts likely to benefit from deeper use. (Dependant on trait configuration)
* **User Roles (Optional)**: Admins or power users who influence tool adoption.
***
## Action steps [#action-steps]
1. **[Identify Advanced Feature Candidates](/docs/segments/create-and-manage-segments)**
* Use Accoil filters to find low-use of high-impact features.
2. **Create Targeted Campaigns**
* Build sequences (email, in-app) showing feature value, use cases, and real results.
3. **Offer Training & Support**
* Host webinars, provide guides, or offer personal demos.
* Match training content to role or industry.
4. **[Automate Actions & May Provide Incentives](/docs/automations/understanding-automation)**
* Offer time-limited trials, usage-based bonuses, or advanced access.
* Emphasize time savings or ROI for their role/team.
5. **Track Adoption Trends**
* Monitor post-campaign behavior inside Accoil.
* Follow up with non-adopters to remove barriers or re-engage.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ----------------------------------------------------- |
| Advanced Feature Adoption | % increase in use of targeted advanced functionality |
| Engagement Growth | Session/activity growth post-feature enablement |
| Customer Retention | Retention and renewal rates of advanced-feature users |
***
# The Cross-Sell Strategy Play: Strategies and Insights
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-cross-sell-strategy-play-strategies-and-insights
Unlock cross-sell potential in your B2B SaaS with proven strategies for tracking engagement and leveraging feature usage gaps.
## Summary [#summary]
This play drives cross-sell opportunities by introducing complementary modules, increasing product value and customer engagement
## Why this works [#why-this-works]
* Leverages existing customer relationships to expand usage.
* Aligns offerings with the customer’s needs and workflows.
* Encourages deeper adoption of the product ecosystem.
## Goal [#goal]
**For the reader**
Help customers discover new value by expanding into underused parts of the product.
**For the company**
Drive cross-sell revenue from accounts already seeing success with one module.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Feature Usage Gaps**
Accounts engaged with one product area but not others — a clear expansion signal.
* **Feature Adoption**
High engagement in a core capability suggests they’re ready for more.
**(2) Additional insights (recommended filters):**
* **Broad Industry Use Case**
Focus on accounts more likely to benefit from full-feature access.
* **Mature Lifecycle Stage**
Target customers who’ve had time to embed into the core experience.
***
## Action steps [#action-steps]
**1.. Segment Accounts by Feature Engagement**
* Use [Accoil segments](/docs/segments/understand-segments)to highlight accounts showing strong use in one area with limited exposure elsewhere.
**2. Showcase Adjacent Value**
* Share how other features complement what they already use. Include relevant examples.
**3. Offer Trial Access in Targeted Outreach**
* Easily sync with Sales/Accounts team through [connections](/docs/connections/understanding-connections). Let them try additional features with guided onboarding or walkthroughs.
**4. Engage Key Stakeholders**
* Use insights to frame how expansion supports business or workflow goals.
**5. Track Engagement + Follow Up**
* Monitor adoption and follow up to convert interest into expansion revenue.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | ------------------------------------------------------ |
| Cross-Sell Conversion | % of accounts adopting additional features |
| Revenue Impact | Increase in ARR from cross-sell efforts |
| Feature Adoption Growth | Usage uplift across previously underused product areas |
***
# The Customer Advocacy Play: Strategies for Engaging Brand Advocates
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-customer-advocacy-play-strategies-for-engaging-brand-advocates
Explore strategies to engage loyal customers as advocates, utilizing recognition programs and advocacy metrics for sustainable growth.
## Summary [#summary]
This play turns loyal, high-engagement customers into brand advocates—fuelling referrals, social proof, and organic growth.
## Why this works [#why-this-works]
* **Builds brand trust** by elevating authentic customer voices.
* **Strengthens relationships** through recognition and rewards.
* **Drives scalable growth** by converting happy users into active promoters.
* **Supports expansion** by amplifying reach into new accounts and networks.
## Goal [#goal]
**For the reader**
Spot satisfied users and activate them into referral or testimonial engines.
**For the company**
Drive brand visibility, new pipeline, and long-term growth through customer advocacy.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Engagement Trends**: Accounts with consistently high engagement.
**(2) Additional insights (recommended filters):**
* **Account Type**: Active, paying customers with a solid track record.
* **Account Characteristics (Optional)**: Influential industries or customer types.
* **Lifecycle Stage (Optional)**: Long-term users
***
## Action steps [#action-steps]
1. **Identify Advocates with [Accoil’s Segmentation](/docs/segments/understand-segments) Feature**
* Use Accoil to filter for high engagement
* Prioritize accounts with credibility and reach.
2. **Invite to Advocacy Programs**
* Utilize Accoil’s [Connections](/docs/connections/understanding-connections) to automate and send personal outreach inviting them to participate.
* Highlight benefits: recognition, perks, influence.
3. **Encourage Reviews and Testimonials**
* Ask for quotes, stories, or ratings for public channels.
4. **Recognize and Reward Advocacy**
* Offer incentives: early access, swag, or discounts.
* Celebrate their impact in newsletters or socials.
5. **Monitor Advocacy Engagement**
* Track referrals, testimonial submissions, and program join rates.
* Continue nurturing through check-ins or surprise perks.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | -------------------------------------------------------- |
| Advocacy Participation | % of invited customers joining advocacy activities |
| Referral Metrics | Number of referrals + referral-to-signup conversion rate |
| Customer Retention | Retention lift among advocates |
***
# The Early Adopter Feedback Play: Strategies for Effective Feature Adoption
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-early-adopter-feedback-play-strategies-for-effective-feature-adoption
Discover strategies to gather and leverage early adopter feedback for improved feature adoption and user engagement in B2B SaaS.
## Summary [#summary]
This play surfaces users who are both highly engaged and actively using a new feature. These are your go-to testers, ideal for gathering early feedback, identifying improvement areas, and validating whether the feature fits real-world workflows.
## Why is works [#why-is-works]
* Ensures feedback comes from knowledgeable, context-aware users
* Helps shape feature adoption strategy with real usage insight
* Builds momentum by nurturing early advocates
## Goal [#goal]
**For the reader:**
Collect targeted feedback from early feature adopters
**For the company:**
Refine product decisions based on actual usage, not assumptions
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account = Paid
* Adoption Score = strong
* Engagement Score = high
* Frequent product use
* Recent activity on new feature (multiple interactions)
**(2) Additional insights (optional)**
* Role relevance: admin, manager, team lead
* Usage matches feature intent (e.g., completed workflows)
* Account fit = tier, size, or vertical aligns with feature goals
***
## Action steps [#action-steps]
**1. [Build the Early Adopter List](/docs/segments/create-and-manage-segments)**
* Filter for users with meaningful usage of the new feature
* Include frequency, recency, and engagement layer
* Save as a live segment for tracking and re-use
**2. [Use Connections](/docs/connections) & Leverage for Feedback**
* Send interview, survey, or usability test invitations
* Tailor prompts based on their usage or role
* Include open-ended prompts for workflow context
**3. Enable + Nurture**
* Share short tips, videos, or case studies to deepen usage
* Highlight where others are finding value
* Provide light-touch support to prevent drop-off
**4. Close the Loop**
* Summarize insights internally
* Adjust roadmap or onboarding where friction shows up
* Thank contributors or invite into beta or advocacy tiers
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | -------------------------------------------------- |
| Feature Engagement | Ongoing usage of the new feature by early adopters |
| Feedback Participation | # of users engaging in feedback loops |
| Adoption Uplift | Change in Adoption Score post-campaign |
| Workflow Alignment | % of users using the feature as intended |
***
# The Early User Feedback Play: Enhancing Onboarding for Better Engagement
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-early-user-feedback-play-enhancing-onboarding-for-better-engagement
Discover strategies to gather early user feedback and improve onboarding, driving engagement and success in your B2B SaaS solution.
## Summary [#summary]
This play focuses on new users who are active but haven’t fully settled into the product. These are people exploring, clicking around, but not quite “getting it” yet. It’s a great moment to listen in, while their experience is fresh, and learn where things might be unclear or frustrating.
## Why this works [#why-this-works]
* Catches feedback early before habits (or misunderstandings) get locked in
* Spots confusion in the moment, not weeks later when they’re gone
* Leads to quick fixes—small improvements in onboarding, layout, or wording that make a big difference
## Goal [#goal]
**For the reader:**
Learn from new users who are trying the product but haven’t found their rhythm yet.
**For the company:**
Make the first experience smoother by removing confusion and guiding early value.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Tenure =** just started (within early days or weeks)
* **Adoption Score =** not yet steady
* **Engagement Score =** moderate (some activity, not deep)
* **Frequency =** regular logins, not one-time visits
* **No advanced or backend usage** (they’re not admins or tech leads)
**(2) Additional insights (optional)**
* **Plan =** base or standard plan (based on traits)
* **Role =** general user, not admin or manager (based on traits)
* **Feature type =** mostly using basic, straightforward features
***
## Action steps [#action-steps]
**1. [Build the Segment](/docs/segments/create-and-manage-segments)**
* Use filters to find early users with moderate activity
* Avoid including admins or users doing setup/config work
**2. Run Feedback Outreach & [Use Connections](/docs/connections)**
* Reach out with a short, friendly message
* Use surveys, in-app questions, or invite a few to chat
* Ask about:
* What made sense or didn’t
* What was easy to find vs. hard
* What they expected to see but didn’t
**3. Apply Learnings**
* Tweak the onboarding flow
* Improve tooltips or wording in key spots
* Highlight helpful but underused features
**4. Tailor Messaging**
* Let users know their feedback shapes future versions
* Keep tone simple and supportive
* Offer small thank-yous if possible (e.g. early access, swag, etc.)
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------ | ------------------------------------------------------------- |
| **Time to Value** | Time from sign-up to first real feature use or success moment |
| **Drop-Off Zones** | Patterns where new users stop engaging |
| **Discovery Gaps** | Key features skipped in the first few sessions |
***
# The Enterprise Expansion Play: Strategies for High-Growth Accounts
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-enterprise-expansion-play-strategies-for-high-growth-accounts
Discover effective strategies to identify high-growth accounts and drive enterprise expansion through tailored engagement and solutions.
## Summary [#summary]
This play identifies large, growing accounts with expanding user engagement and offers them tailored enterprise-tier solutions. It’s designed to align with their scale, needs, and momentum.
## Why this works [#why-this-works]
* Targets growth when it’s happening.
* Builds deeper trust through tailored, scalable plans
* Strengthens long-term value by locking in usage expansion
## Goal [#goal]
**For the reader:**
Convert usage growth into enterprise expansion opportunities
**For the company:**
Unlock revenue from high-growth accounts through timely, relevant offers
**Diagram**
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Account Type = High seat count (based on targeted account traits)
* Significant user growth trend over recent period
* High feature adoption across both core and advanced tools
**(2) Additional insights (recommended filters):**
* Long-term engagement (mature lifecycle stage)
***
## Action steps [#action-steps]
**1. [Identify Expansion Candidates](/docs/segments/create-and-manage-segments)**
* Use Segments to filter enterprise accounts with rising user counts
* Layer in feature usage depth to validate maturity
**2. Propose Tailored Solutions & [Maximize Accoil’s Automations](/docs/automations/understanding-automation)**
* Highlight enterprise-only capabilities
* Align offers to their actual usage growth and projected needs
**3. Engage Key Stakeholders**
* Schedule meetings with decision-makers
* Present flexible plan options and scalable bundles
**3. Offer Growth-Friendly Terms**
* Suggest volume discounts, priority support, or extended functionality
* Emphasize room to grow, not rigid pricing
**4. Monitor + Route for Escalation**
* Track response to proposal using engagement score and usage lift
* Escalate high-potential accounts to sales for custom deal structure
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| -------------------------- | ------------------------------------------------------ |
| Enterprise Conversion Rate | % of flagged accounts that upgrade to enterprise plans |
| Revenue Lift | Contract value increase from expansion plays |
| Engagement Trend Shift | Usage increase post-expansion offer |
***
# The Everyday User Feedback Play: Enhancing Usability and Accessibility
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-everyday-user-feedback-play-enhancing-usability-and-accessibility
Discover strategies to gather everyday user feedback and enhance usability in your B2B SaaS product for improved customer success.
## Summary [#summary]
This play identifies consistent, non-advanced users who haven’t fully adopted the product. By targeting this overlooked group, product teams can uncover day-to-day usability issues and accessibility blockers that hinder deeper engagement.
## Why this works [#why-this-works]
* Surfaces friction from actual users, not just disengaged ones
* Highlights patterns from people who rely on the product, but not deeply
* Feeds into design and onboarding improvements with grounded insight
## Goal [#goal]
**For the reader:**
Uncover adoption blockers from consistent but lower-engaged users.
**For the company:**
Improve accessibility and usability for the broader user base.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* Adoption Score = below adoption threshold (e.g. under 60%, customizable by team or segment)
* Engagement Score = below peak engagement range
* Frequency = consistent but moderate
**(2) Additional insights (optional)**
* Plan tier = standard or basic
* Low interaction with power features
***
## Action steps [#action-steps]
1. **[Build the Everyday User List](/docs/segments/create-and-manage-segments)**
* Segment by low adoption and moderate engagement
* Apply filters to remove admins or config-based activity (subject to trait configuration)
* Save as a live feedback group for ongoing research
2. **Leverage for Feedback**
* Invite to usability interviews or quick surveys
* Introduce simplified features or interface tweaks
* Use reactions to guide onboarding or help content improvements
3.**[Maximize Connections](/docs/connections) & Tailor Your Approach**
* Use friendly, lightweight outreach
* Highlight how their perspective is critical to improving everyday UX
* Offer incentives like early access or small perks for participating
4. **Track + Iterate**
* Monitor whether usability changes shift adoption or retention
* Compare which friction points are repeatable across plans or roles
* Feed insights into product roadmap for feature rework or redesign
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | ------------------------------------------------- |
| Retention Movement | Retention rate change after usability touchpoints |
| Adoption Progression | Movement in score over time for targeted users |
| Feature Gaps Identified | Features least used among this segment |
***
# The Expansion Revenue Play: Engaging Capacity-Triggered Accounts
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-expansion-revenue-play-engaging-capacity-triggered-accounts
Discover strategies to engage capacity-triggered accounts and drive expansion revenue through proactive outreach and tailored offers.
## Summary [#summary]
This play identifies accounts approaching usage ceilings and offers timely, scalable solutions—ensuring continuity while driving expansion revenue.
## Why this works [#why-this-works]
* **Anticipates scale stress** by flagging accounts near capacity thresholds.
* **Encourages seamless upgrades** with proactive, value-led outreach.
* **Protects product experience** by preventing service interruptions.
* **Drives high-intent expansions** aligned with usage behavior.
## Goal [#goal]
**For the reader**
Spot accounts close to plan limits and guide them toward the next tier before friction begins.
**For the company**
Unlock expansion revenue and boost retention by addressing growth milestones with relevant offers.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Account Capacity**: Accounts approaching license or usage limits.
\**(2) Additional insights (recommended filters):\**
* **Feature Usage**: Frequent interaction with features that scale by capacity.
* **Account Type**: Active, paying customers.
* **Account Characteristics (Optional)**: Enterprise or high-value segments.
* **Lifecycle Stage (Optional)**: Long-term accounts
***
## Action steps [#action-steps]
1. **[Identify Capacity-Triggered Accounts](/docs/segments/create-and-manage-segments)**
* Use Accoil to filter for accounts nearing user/license thresholds.
2. **Engage with Admins**
* Notify them of current usage and limits.
* Position upgrades as a proactive move to avoid friction.
3. **[Automate Actions](/docs/automations/understanding-automation)& Propose Expansion Options**
* Recommend additional licenses or tiered plans based on usage.
* Align offerings with current behavior and growth signals.
4. **Provide Incentives**
* Offer discounts, bonus features, or support upgrades for early expansion.
* Tailor by segment: e.g., team vs enterprise.
5. **Monitor and Follow Up**
* Track admin engagement, usage patterns, and sales pipeline movement.
* Escalate high-revenue accounts for personalized outreach.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | --------------------------------------------------------- |
| Expansion Conversion Rate | % of capacity-nearing accounts that expand |
| Revenue Growth | ARR/MRR gained from triggered expansions |
| Customer Satisfaction | Post-upgrade feedback via support interactions or surveys |
***
# The Feature Reactivation Play: Boosting Customer Engagement
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-feature-reactivation-play-boosting-customer-engagement
Discover strategies to reactivate high-value features in your SaaS product and enhance customer engagement through targeted campaigns.
## Summary [#summary]
This play revives unused high-value features to re-engage customers, restore product value, and strengthen satisfaction.
## Why this works [#why-this-works]
* **Uncovers hidden friction** behind unused features.
* **Reintroduces value** customers may have forgotten or overlooked.
* **Builds confidence** through timely training and support.
* **Boosts retention** by reconnecting customers with product benefits.
## Goal [#goal]
**For the reader**
Re-engage accounts missing out on high-impact features and help them rediscover value.
**For the company**
Recover product stickiness and engagement, reducing churn risk.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Feature Usage**: High-value features unused
**(2) Additional insights (recommended filters):**
* **Account Type**: Active paying customers
* **Lifecycle Stage (Optional)**: Accounts active for 6+ months who may need reminders.
* **User Roles (Optional)**: Admins or power users who influence reactivation.
***
## Action steps [#action-steps]
1. **[Identify Inactive Features](/docs/segments/create-and-manage-segments)**
* Use Accoil to spot accounts with long-inactive high-value features.
2. **Send Targeted Campaigns & [Maximize Automations](/docs/automations/understanding-automation)**
* Trigger outreach (email or in-app) with clear benefit reminders.
* Include social proof or success from similar users.
3. **Provide Support**
* Share step-by-step tutorials or offer live help sessions.
* Focus on fast, frictionless activation.
4. **Offer Incentives**
* Add bonuses tied to feature use (e.g., trial tools, support credits).
* Emphasize the potential business impact.
5. **Monitor and Follow Up**
* Track post-campaign feature usage.
* Escalate stagnant accounts to success teams.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ------------------------- | ------------------------------------------------ |
| Feature Reactivation Rate | % of targeted users re-engaging with the feature |
| Engagement Growth | Account activity increase post-reactivation |
| Customer Satisfaction | Feedback from users post re-engagement |
***
# The High-Growth Account Play: Strategies for Customer Expansion
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-high-growth-account-play-strategies-for-customer-expansion
Discover effective strategies to identify and support high-growth accounts, driving customer engagement and revenue expansion.
## Summary [#summary]
This play identifies rapidly growing accounts and recommends scalable solutions to support their momentum and unlock expansion opportunities.
## Why this works [#why-this-works]
* **Targets growth readiness** by focusing on accounts with sharp engagement spikes.
* **Matches scale with value** by identifying users with high feature adoption and team complexity.
* **Boosts loyalty** through proactive outreach that supports their momentum.
* **Drives smart revenue** by concentrating sales energy on high-conversion accounts
## Goal [#goal]
**For the reader**
Pinpoint fast-growing accounts and recommend the right features or plans to support their next phase.
**For the company**
Accelerate revenue through timely expansion outreach aligned with account growth.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Engagement Growth**: Accounts with increasing recent activity
**(2) Additional insights (recommended filters):**
* **Feature Usage**: Look for heavy use of key features.
* **Account Type**: Focus on active, paying customers.
* **Account Size (Optional)**: Medium to large teams suggest scale potential.
* **User Roles (Optional)**: Engage admins or decision-makers directly.
***
## Action steps [#action-steps]
1. **[Segment](/docs/segments/create-and-manage-segments)High-Growth Accounts**
* Use Accoil to find accounts with increasing activity over time.
* Apply filters for high feature usage and active status.
2. **Propose Scalable Solutions**
* Recommend next-level plans or advanced features.
* Share peer stories that reflect successful expansion.
3. **[Maximize Connections](/docs/connections/understanding-connections) and Automate CRM to Offer Consultations**
* Schedule sessions with decision-makers.
* Provide tailored suggestions based on real usage data.
4. **Incentivize Early Upgrades**
* Use limited-time offers or added-value incentives.
* Show the risk of hitting plan ceilings as they grow.
5. **Follow Up Proactively**
* Set up alerts for continued growth trends.
* Collaborate with sales to move expansion forward.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------- | --------------------------------------- |
| Expansion Rates | % of growth-stage accounts upgrading |
| Revenue Growth | Increase in ARR from account expansions |
| Retention Metrics | Retention and NRR of scaled accounts |
***
# The Upsell Strategy Play: Driving Revenue Growth in B2B SaaS
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-upsell-strategy-play-driving-revenue-growth-in-b2b-saas
Discover effective upsell strategies to enhance engagement and drive revenue growth through targeted segmentation and personalized outreach.
### Summary [#summary]
Spot accounts that are thriving and nudge them toward even more value. This play helps convert growth momentum into expansion, with offers that feel like the natural next step.
### Why this works [#why-this-works]
* Builds on momentum from customers already seeing success.
* Converts organic usage growth into meaningful revenue expansion.
* Aligns upgrade offers with real signals and not guesswork.
### **Goal** [#goal]
**For the reader**
Expand value for accounts already finding traction without pushing.
**For the company**
Drive efficient expansion revenue and improve product stickiness.
***
### **Accoil Signal** [#accoil-signal]
**(1) Primary signal**
* **High Feature Adoption**
Customers actively using key functionality — clear sign of value realization.
* **Health Score Trending Up**
Rising engagement and usage trends signal timing is right.
**(2) Additional insights (recommended filters):**
* **Strategic Accounts**
Prioritize accounts with high potential — based on ARR, industry, or ICP fit.
* **Decision-Making Roles**
Identify admins or stakeholders empowered to approve upgrades.
***
### **Action steps** [#action-steps]
**1.. Segment Accounts**
* Use [Accoil segments](/docs/segments/understand-segments)to identify accounts showing rising health and strong feature use.
**2. Personalize Outreach**
* Craft messages that match their current usage with relevant premium features.
**3. Offer Demos + Contextual Upsells**
* Highlight next-level capabilities based on what they already use.
**4. Include Smart Incentives**
* Use urgency, bundles, or added value to convert interest.
**5. Track & Escalate**
* Monitor interaction post-outreach and route promising signals to sales.
***
### **Supporting metrics** [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ---------------------- | --------------------------------------------------- |
| Upsell Conversion | % of targeted accounts that expand to premium plans |
| Expansion Revenue | ARR added from upsell cohort |
| Post-Upsell Engagement | Increase in usage depth after upgrade |
***
# The User Engagement Play: Strategies for Effective Feedback Collection
Source: https://docs.accoil.com/docs/plays/revenue-expansion/the-user-engagement-play-strategies-for-effective-feedback-collection
Discover proven strategies to engage users and collect feedback that drives product direction and enhances customer retention.
## Summary [#summary]
This play engages active users to collect feedback that informs product direction resulting to boosting alignment, satisfaction, and advocacy.
## Why this works [#why-this-works]
* **Aligns product direction** with real-world usage and needs.
* **Builds loyalty** by involving customers in decisions.
* **Drives continuous improvement** with direct customer insight.
* **Reinforces engagement** through collaboration and recognition.
## Goal [#goal]
**For the reader**
Engage active users to contribute meaningful feedback and feel heard.
**For the company**
Refine product decisions, improve adoption, and deepen customer commitment.
***
## Accoil Signal [#accoil-signal]
**(1) Primary signal**
* **Engagement Trends**: Consistent product usage indicating interest and investment.
* **Feedback History**: Users who’ve submitted valuable feedback before.
**(2) Additional insights (recommended filters):**
* **Account Type**: Active, paying customers only.
* **User Roles (Optional)**: Admins or power users with deep product knowledge. (if have configured traits)
* **Account Characteristics (Optional)**: Strategic accounts or industries with outsized influence. (if have configured traits)
***
## Action steps [#action-steps]
1. **Identify Feedback Contributors**
* Use Accoil to [segment by engagement](/docs/segments/create-and-manage-segments)+ feedback activity.
* Prioritize strategic accounts or influential roles.
2. **Invite Participation**
* Send personal invites explaining how their input will shape the roadmap.
* Emphasize exclusivity and potential impact.
3. **Provide Feedback Channels**
* Set up surveys, advisory sessions, or in-app prompts.
* Keep submission frictionless.
4. **Incentivize Contributions**
* Offer rewards like feature previews, credits, or public shout-outs.
* Show the ROI of their input.
5. **Follow Up and Share Outcomes**
* Close the loop with roadmap updates or changelogs.
* Thank them personally to maintain long-term engagement.
***
## Supporting metrics [#supporting-metrics]
| **Metrics** | **How to measure in Accoil** |
| ----------------------- | --------------------------------------------------- |
| Feedback Participation | % of engaged users contributing structured feedback |
| Feature Adoption Trends | Uptake of features influenced by user input |
| Customer Retention | Retention rate of active feedback contributors |
***
# Best practice for analytics
Source: https://docs.accoil.com/docs/use-cases/analytics
Best practice for measuring product engagement well.
Learn how Accoil processes customer data, your responsibilities as a data controller, and best practices for privacy-compliant and ethical use of account engagement analytics.
Track product analytics at the account level to minimize GDPR risk without sacrificing engagement or adoption insights.
Snapshot metrics capture the current state of your product, while event tracking records what users do.
Track all public end users under a shared account ID to reduce costs and avoid polluting your analytics.
# Privacy, Data Protection, and Responsible Use of Accoil
Source: https://docs.accoil.com/docs/use-cases/analytics/privacy-data-protection-and-responsible-use-of-accoil
Learn how Accoil processes customer data, your responsibilities as a data controller, and best practices for privacy-compliant and ethical use of account engagement analytics.
### **Privacy and Responsible Data Use Guidelines** [#privacy-and-responsible-data-use-guidelines]
At Accoil, we are committed to protecting the privacy and security of data entrusted to us by our customers. This page provides important guidance for our customers to ensure compliance with data protection regulations and ethical use of analytics. It also includes a template clause that you can incorporate into your own privacy policies to help explain how Accoil supports your business.
### **Accoil’s Role in Data Processing** [#accoils-role-in-data-processing]
Accoil acts as a **data processor**, helping you analyze user interactions and generate aggregated insights about account engagement, feature adoption, and user behavior within your application. As the data controller, you determine the data submitted to Accoil and how it is processed. Our platform processes data solely on your behalf, in accordance with the contractual agreement and applicable privacy regulations (e.g., GDPR).
We do not sell your data to third parties, misuse it, or process it for any purposes beyond those explicitly agreed upon.
### **Template Clause for Your Privacy Policy** [#template-clause-for-your-privacy-policy]
To help you provide transparency to your users about your engagement with Accoil, we recommend including the following template clause in your privacy policy:
*“We utilize Accoil, a third-party analytics provider, to process data related to user interactions within our application. Accoil processes this data on our behalf to generate aggregated insights about account engagement and feature adoption. These insights enable us to improve the experience of all users and enhance the functionality of our application. Accoil processes data in compliance with strict privacy and security standards and does not sell or misuse your data.”*
### **Best Practices for Data Submission** [#best-practices-for-data-submission]
We strongly encourage customers to follow these best practices when submitting data to Accoil:
**1. Use Pseudonymization**:
* Replace identifiable information (e.g., names or emails) with pseudonymous identifiers (e.g., user IDs) wherever possible.
**2. Minimize Data Submission**:
* Submit only the data necessary to achieve your analytics goals. Avoid sending excessive or irrelevant information.
**3. Avoid Sensitive Data**:
* Do not submit special category data (e.g., health, biometric, or criminal offence data), as this is strictly prohibited under our terms of service.
**4. Ensure Accuracy**:
* Verify the accuracy of the data you submit to avoid errors or unintended processing.
### **Ethical Use of Analytics** [#ethical-use-of-analytics]
We encourage customers to use the insights generated by Accoil responsibly and ethically. Consider the following:
* **Avoid Discrimination**:
Do not use analytics to profile or exclude users based on protected attributes (e.g., age, gender, or ethnicity).
* **Vulnerable Group Inclusion**:
Be cautious when processing data from vulnerable groups (e.g., children or elderly users) and ensure compliance with applicable regulations.
* **Respect User Privacy**:
Ensure that your users understand how their data is processed and how it benefits their experience.
### **Compliance and Transparency** [#compliance-and-transparency]
As the data controller, you are responsible for ensuring compliance with data protection regulations (e.g., GDPR, CCPA). This includes:
* Providing clear and transparent privacy policies to your users.
* Informing users about Accoil’s role in processing their data.
* Addressing user requests regarding their data, such as access, correction, or deletion.
### **How Accoil Supports Privacy** [#how-accoil-supports-privacy]
At Accoil, we take privacy seriously and align with global data protection frameworks, including:
* **GDPR Compliance**: Ensuring our processes meet the high standards of European data protection law.
* **SOC 2 Certification**: Demonstrating robust security, availability, and confidentiality controls.
* **Data Security**: Employing state-of-the-art encryption, role-based access controls, and secure deletion practices.
### **Need Help?** [#need-help]
If you have questions about privacy, data submission, or ethical analytics, our team is here to help. Contact us at [support@accoil.com](mailto\:support@accoil.com).
# Privacy-First Product Analytics: Tracking without User IDs
Source: https://docs.accoil.com/docs/use-cases/analytics/privacy-first-product-analytics-tracking-without-user-ids
Track product analytics at the account level to minimize GDPR risk without sacrificing engagement or adoption insights.
### Overview [#overview]
If your product operates in a **privacy-sensitive environment** or needs to minimize GDPR or compliance risks, there’s a simple, effective strategy: **avoid tracking individual users altogether**.
By sending analytics data only at the **account level**—rather than the user level—you can still get meaningful insights without handling personally identifiable information (PII).
***
### Best Practice: Use Account ID as User ID [#best-practice-use-account-id-as-user-id]
To implement privacy-friendly product analytics:
* **Do not send a user ID** in your `track()` calls.
* Instead, send the **group (account) ID** as the **user ID**.
* In essence, all users within the same account share the same identifier.
* Avoid sending any user-specific traits or metadata (e.g. name, email).
* Track only **account-level events** (e.g., "form created", "integration enabled").
### Why This Works [#why-this-works]
* You avoid storing or transmitting any data that can identify a person.
* This model aligns well with **GDPR**, **CCPA**, and other privacy laws.
* You dramatically reduce the complexity and risk associated with data compliance.
* For tools like Accoil, you still retain powerful segmentation and engagement tracking at the account level.
✅ **Bonus:** This method requires no user consent banner in many jurisdictions, since no personal data is collected.
***
### What You Can Still Do in Accoil [#what-you-can-still-do-in-accoil]
Even without user-level data, Accoil can still provide:
* **Activation tracking**
* **Adoption trends** across accounts
* **Overall engagement scoring**
* **Health-based segmentation**
* **Account-level funnel reporting**
This means you can still:
* Understand product performance
* Target accounts for outreach
* Identify adoption gaps
* Monitor lifecycle phases (e.g. onboarding → expansion)
### What You’ll Miss [#what-youll-miss]
* **User-level insights** (e.g., "who are my top users?")
* Ability to see **per-user engagement metrics**
* Feature usage distribution within the account
If those are critical, you’ll need to send user IDs—but otherwise, most product analytics needs are well served at the account level.
***
### Important Note on Single-User Accounts [#important-note-on-single-user-accounts]
While the strategy avoids personal data, be mindful that **accounts with only one user** could still be indirectly identifiable if cross-referenced with internal data. This is a **gray area** under GDPR.
### To Stay Compliant: [#to-stay-compliant]
* List your analytics tool (e.g. Accoil, Segment, Amplitude) in your **privacy policy**
* Avoid sending **traits** with any PII (e.g. name, email, job title)
* Clearly state that analytics are for product improvement and are account-based
***
### Summary [#summary]
Using the **group ID as the user ID** is a clean, low-risk way to implement product analytics while respecting privacy and avoiding GDPR pitfalls. Accoil makes this easy by enabling account-level engagement tracking, segmentation, and activation scoring—even without any user-level data.
# Snapshot Metrics vs Event Analytics
Source: https://docs.accoil.com/docs/use-cases/analytics/snapshot-metrics-vs-event-analytics
Snapshot metrics capture the current state of your product, while event tracking records what users do.
### Overview [#overview]
When building analytics into your product using **Accoil**, it’s essential to understand the difference between **event tracking** and **snapshot metrics**. These two types of data serve different purposes—and complement each other when used correctly.
In this guide, we’ll use **[Loom](https://www.loom.com)**—a well-known video messaging tool— as an example to demonstrate how to think about **user behavior events** versus **point-in-time system metrics**, and how both play critical roles in product analytics, customer segmentation, and growth strategies.
***
### What Are Snapshot Metrics? [#what-are-snapshot-metrics]
**Snapshot metrics** represent the **current state** of key objects or entities in your product. They’re typically:
* Calculated **nightly** or on a regular cadence
* Sent to Accoil via **`group()` calls** as **traits** (usually at the **account level**)
* Designed to give you reliable, up-to-date counts that aren’t impacted by gaps or inconsistencies in event tracking
### Examples from Loom [#examples-from-loom]
If you were building analytics for Loom, your snapshot metrics might include:
* **Total number of videos** an account has created
* **Number of shared videos** across all users in an account
* **Total video views** accumulated by an account
* **Number of users in the workspace**, broken down by role (e.g. admins, members, viewers)
* **Number of integrations** (e.g. connected to Google Workspace, Slack, Salesforce)
* **Current plan type** (Free, Business, Enterprise)
These metrics help answer important questions like:
* Who are our power users?
* Which accounts are ready to upgrade?
* Are large teams using key integrations?
* Are users actively sharing content externally?
*🛠️ **Best practice**: Compute these snapshot metrics nightly and send them as **traits in your `group()` calls**. This ensures that segmentation in Accoil is based on reliable and current data.*
***
### What Is Event Tracking? [#what-is-event-tracking]
**Event tracking** captures what users **do** inside your product. These are emitted in **real-time** and typically sent using **`track()` calls**.
### Examples from Loom [#examples-from-loom-1]
For Loom, common event tracking might include:
* `video_created` — when a user records a new video
* `video_shared` — when a video is shared externally
* `video_viewed` — when someone watches a video
* `video_deleted` — when a video is removed
* `user_invited` — when an admin invites someone to the team
* `integration_added` — when Loom is connected to another platform
These events help you understand:
* How users are engaging with your product
* Which features are being adopted
* What behaviors lead to upgrades or retention
*🧠 **Tip**: Event data is great for mapping journeys and identifying usage patterns, but **it should not be used** to calculate long-term or aggregate metrics like “total number of videos.” If an event is dropped or missed, your counts become inaccurate.*
***
### When to Use Snapshot Metrics vs Event Tracking [#when-to-use-snapshot-metrics-vs-event-tracking]
Again using Loom as an example.
| Use Case | Snapshot Metric | Event Tracking |
| -------------------------------------- | --------------- | ----------------------- |
| Current number of videos in an account | ✅ Yes | 🚫 No (event loss risk) |
| How many admins are in the workspace | ✅ Yes | 🚫 No |
| Who recorded a video today | 🚫 No | ✅ Yes |
| How often users share videos | 🚫 No | ✅ Yes |
| Total views on all videos per account | ✅ Yes | 🚫 No |
| Which features are most commonly used | 🚫 No | ✅ Yes |
***
### Segmenting Effectively in Accoil [#segmenting-effectively-in-accoil]
To power segmentation and targeting in Accoil:
* Use **snapshot metrics** to define account health, tier usage, or upgrade eligibility.
* *E.g., Accounts with 500+ videos on the Free plan → target for Sales outreach*
* Use **event tracking** to build behavioral cohorts and funnel reports.
* *E.g., Users who recorded and shared a video in their first 3 days*
You can combine both in Accoil Recipes for rich segmentation logic. For instance:
**Example Recipe:**
* Filter: `Total videos > 300` (snapshot trait)
* Filter: `Used screen share in last 7 days` (event)
* Segment: “Power users actively using advanced features”
***
### Key Recommendations [#key-recommendations]
* **Don’t try to infer counts from events.** Snapshot metrics should be the source of truth for totals.
* **Send snapshot data via `group()` traits** nightly or periodically.
* **Track user actions via `track()` calls** to understand feature engagement and user behavior.
* **Use Accoil Plays** to combine both data types for effective segmentation and targeting.
***
### Summary [#summary]
In analytics, knowing what users *did* is not the same as knowing what *exists*. Event tracking helps you understand **how** users engage, but **snapshot metrics** show you **what they’ve built and how much they’ve used**.
By combining the two in Accoil, you get a complete view of product engagement, enabling smarter decisions across Sales, Customer Success, Product, and Marketing.
# Tracking public end users without exploding your analytics bill
Source: https://docs.accoil.com/docs/use-cases/analytics/tracking-public-end-users-without-exploding-your-analytics-bill
Track all public end users under a shared account ID to reduce costs and avoid polluting your analytics.
### Overview [#overview]
If your B2B SaaS product—like **Loom**—has public-facing elements (e.g. shared video viewers, commenters, or anonymous users), you may face a hidden challenge: analytics cost blowouts due to **massive volumes of public user events**.
Most analytics platforms, such as Segment, bill based on **monthly tracked users (MTUs)**. If you send a unique user ID for every anonymous viewer, your MTUs—and your bill—can skyrocket.
Here’s how to **track public end user activity** while keeping costs and complexity under control.
***
### Real-World Example: Loom [#real-world-example-loom]
In Loom:
* **Paying customers** are organizations (accounts), who invite internal users (admins, members).
* **Public users**—anyone with a video link—can:
* Watch videos
* Comment
* React or reply
These public users aren’t tied to a CRM record, aren’t targeted for onboarding or upsell, and **don’t need to be tracked individually**. But their actions may still emit analytics events.
***
### The Problem: Public Usage Can Overwhelm MTU-Based Billing [#the-problem-public-usage-can-overwhelm-mtu-based-billing]
If you emit a unique user ID for each public visitor, it will:
* Inflate your **monthly tracked user** count
* **Pollute your analytics tools** with thousands of anonymous IDs
* Skyrocket costs across Segment, Amplitude, Mixpanel, etc.
* Create friction when trying to segment or search through real users
***
### Recommended Solution: Reuse the Account ID as the User ID [#recommended-solution-reuse-the-account-id-as-the-user-id]
To avoid this:
**Track all public end users under a single user ID**, ideally the **account (group) ID** associated with the content they’re interacting with.
### How It Works [#how-it-works]
* For logged-out or public-facing users:
* Set the **user ID** in your `track()` call to the **account ID** (or shared group ID).
* Do **not** emit `identify()` calls or send user traits.
* Optionally add a flag (e.g. `"is_public_user": true`) for clarity.
### Benefits [#benefits]
* **Only one MTU** counted per public-facing account
* **No clutter** in user tracking systems or CRM tools
* Maintains visibility into public usage patterns (views, reactions)
* Keeps costs predictable—even at high scale
***
### Caveat: Event Volume Billing Thresholds [#caveat-event-volume-billing-thresholds]
Analytics platforms may have **event-based backstops** to prevent abuse. For example:
* **Segment historically used a 1,000-event threshold**—if a single user ID sends 10,000 events, it may count as 10 MTUs.
* This protects platforms from underbilling when one ID carries massive load.
### What To Watch [#what-to-watch]
* Track event volume per ID (especially viral content)
* Use batching or sampling where applicable
* Budget for **a small bump in MTU counts** in extreme cases
***
### When This Pattern Is Appropriate [#when-this-pattern-is-appropriate]
✅ **Use this approach when:**
* You don’t engage with public users directly (e.g. via email, CRM, sales)
* They aren’t part of your core B2B product experience
* You only need aggregated insights (e.g. total views, reactions)
🚫 **Avoid this approach if:**
* You want to track or follow up with individual public users
* You’re building growth loops or login funnels tied to these interactions
***
### Summary [#summary]
For B2B SaaS products with public-facing usage:
**Track all anonymous or public users under a shared account-level ID** to reduce costs, simplify analytics, and stay focused on your actual customers.
This keeps your MTU counts low, your tracking system clean, and your data model aligned with how you engage your users.
# DIY Product Analytics Project Checklist
Source: https://docs.accoil.com/docs/use-cases/in-house-analytics/diy-product-analytics-project-checklist
A practical checklist for building and maintaining in-house product engagement analytics infrastructure.
### A practical, no-BS list of what you’re signing up for if you build product engagement analytics yourself [#a-practical-no-bs-list-of-what-youre-signing-up-for-if-you-build-product-engagement-analytics-yourself]
This isn’t a scare tactic — it’s a sanity check. If you plan to build your own product analytics infrastructure, here’s what you need to think through.
You can use this as article as a project planning aid, a resourcing reference, or a budget justification tool.
Each section below outlines a part of the solution. Inside each section, you’ll find a series of tasks that cover:
* What to build
* What to document; and
* What to maintain
The Tasks column outlines the things you’ll need to consider and build. The Notes column includes some must-have items and some questions to kickstart your thinking. If you get stuck or would like some advice, you’re welcome to [connect with the Accoil team through support](mailto\:support@accoil.com).
### 1. Data capture & ingestion [#1-data-capture--ingestion]
| **Task** | **Notes** |
| ----------------------------------------------------------------------- | ---------------------------------------------------------------------- |
| Define events to track (page views, button clicks, feature usage, etc.) | Is it standardised across platforms (web, mobile, API)? |
| Choose tracking method | Segment, RudderStack, custom SDK, server events? |
| Instrument event collection in product codebase | Who owns the schema? Who reviews it? |
| Build or configure ingestion pipeline | If not using Segment: set up HTTP collectors, queues, storage buffers. |
| Handle high event volume | Will require buffering (Kafka/Kinesis) and scaling plan. |
| Validate no event loss | How do we know events aren’t dropping? |
| Version control of event schema | What happens when a new feature changes how an event fires? |
### 2. Data transformation & warehousing [#2-data-transformation--warehousing]
| **Task** | **Notes** |
| --------------------------- | ----------------------------------------------------------------- |
| Define transformation logic | Flattening, denormalizing, joining, aggregating. |
| Build ETL / ELT pipeline | Airbyte, dbt, custom scripts — where does logic live? |
| Set up data warehouse | Snowflake, BigQuery, Clickhouse, Postgres — with access controls. |
| Handle schema evolution | What happens when event shapes change? |
| Monitor data latency | Are we ingesting hourly, daily, near real-time? |
| Document transformations | So that others can interpret the results correctly. |
### 3. Metric design & maintenance [#3-metric-design--maintenance]
| **Task** | **Notes** |
| ---------------------------------------- | ----------------------------------------------------------- |
| Define core product metrics | DAU, WAU, MAU, retention, activation, frequency. |
| Define engagement score logic | What counts as “engaged”? Multiple tiers? Weighted actions? |
| Support trial vs. paid user cohorts | Different engagement patterns, different thresholds. |
| Configure user traits | How are traits defined, stored, and kept up-to-date? |
| Track changes in traits over time | Are historical traits versioned? |
| Segment customers effectively | By plan, lifecycle stage, team size, product area, etc. |
| Create clear metric definitions | Accessible glossary for all stakeholders. |
| Handle feature rollouts & metric updates | Who updates metrics when features ship or change? |
| Enable metric versioning | To track evolution of definitions and usage. |
### 4. Financial + product data alignment [#4-financial--product-data-alignment]
| **Task** | **Notes** |
| ----------------------------------- | --------------------------------------------------------- |
| Determine financial data source(s) | Stripe, Chargebee, NetSuite, custom billing DB. |
| Sync financial data into warehouse | Securely, and on an acceptable refresh schedule. |
| Define MRR / ARR logic | What’s included? Discounts? Refunds? Multi-year deals? |
| Tie financial data to product usage | By account, workspace, or user? What’s the join key? |
| Manage data sensitivity and access | Who can query revenue data? What audit logs are in place? |
### 5. Integrations with operational tools [#5-integrations-with-operational-tools]
| **Task** | **Notes** |
| --------------------------------------- | ---------------------------------------------------------------------- |
| Identify systems to push data into | Slack, Intercom, Salesforce, HubSpot, Jira, Zendesk, Notion, etc. |
| Define data sync logic | What data, how often, and under what conditions? |
| Build integration connectors or scripts | Or evaluate and embed an integration platform. |
| Manage API keys & OAuth tokens | Where are they stored? How are they rotated? Who has access? |
| Monitor rate limits & retries | Handle failures gracefully and alert someone. |
| Align data models | Does each tool understand the product concepts (user, plan, activity)? |
| Test integration logic end-to-end | Simulate edge cases and alerting logic. |
### 6. Security, privacy, compliance [#6-security-privacy-compliance]
| **Task** | **Notes** |
| ----------------------------------------------------- | ------------------------------------------------------------- |
| Classify data sensitivity | What’s PII? What’s internal-only? |
| Implement data encryption | At rest and in transit. |
| Set up access control | Role-based, logged, auditable access to data and dashboards. |
| Monitor access logs | Who accessed what, and when? |
| Ensure SOC 2 / GDPR / HIPAA alignment (as applicable) | Especially for financial, healthcare, or regulated use cases. |
| Store secrets securely | Prefer vaults to plaintext config. |
| Periodically audit data handling processes | And rotate credentials on schedule. |
### 7. Dashboards, UX, and data activation [#7-dashboards-ux-and-data-activation]
| **Task** | **Notes** |
| ---------------------------------------- | --------------------------------------------------- |
| Build dashboards | For PMs, CS, marketing, leadership, etc. |
| Make dashboards contextual & explainable | Can people trust and interpret what they’re seeing? |
| Document each chart/metric | Purpose, source, filters, caveats. |
| Enable segmentation and filtering | Per cohort, timeframe, feature, lifecycle. |
| Support live alerts to Slack/email | What thresholds matter? Who should be notified? |
| Determine dashboard ownership | Who updates them when things change? |
### 8. Ongoing maintenance & operations [#8-ongoing-maintenance--operations]
| **Task** | **Notes** |
| ----------------------------------- | ----------------------------------------------------------- |
| Set ownership model | Who owns the system — eng, data, product ops? |
| Set up alerting/monitoring | For ingestion failures, schema mismatches, query issues. |
| Establish SLAs | How fresh should the data be? Who handles incidents? |
| Plan for outages and recoveries | What happens if the pipeline goes down mid-week? |
| Set maintenance calendar | For schema reviews, refactors, tool upgrades. |
| Track and prioritise technical debt | Event naming debt, duplicate metrics, undocumented queries. |
### 9. Budgeting, tooling, and governance [#9-budgeting-tooling-and-governance]
| **Task** | **Notes** |
| --------------------------------------- | ----------------------------------------------------------- |
| Estimate infra cost (storage + compute) | Cloud spend will grow with usage unless managed. |
| Track 3rd-party tool costs | Segment, Looker, Metabase, dbt Cloud, etc. |
| Assess build-vs-buy ROI | Cost of engineering time + ownership vs. platform fees. |
| Get stakeholder alignment | Does everyone agree on the plan, and what’s being measured? |
| Secure ongoing budget & resourcing | This isn’t a one-and-done project. |
### Final thought: You’re building more than a dashboard (it’s a platform) [#final-thought-youre-building-more-than-a-dashboard-its-a-platform]
Most analytics projects start small — a dashboard here, a metric there. But over time, the need for accuracy, flexibility, integration, and reliability grows. And unless you’ve planned for it from the start, the stack begins to crack.
This checklist isn’t to scare you — it’s to help you plan. If you’re building your own product analytics infrastructure, you deserve to go in with eyes wide open.
# How to Respond When an Engineer Says: “We Can Build That Ourselves”
Source: https://docs.accoil.com/docs/use-cases/in-house-analytics/how-to-respond-when-an-engineer-says-we-can-build-that-ourselves
A practical guide to unpacking the real scope of product data requests that start as ‘just a query’
### Why this guide exists [#why-this-guide-exists]
You’ve asked for product analytics — to track usage, highlight drop-offs, improve feature adoption, or just make better product decisions.
And someone (smart) says:
“We don’t need a new tool for that — we can just build it.”
This guide is here to help you respond. Not with confrontation, but with clarity.
Because while a single query might be easy, **a reliable analytics platform is anything but**.
### Step 1: Acknowledge the Instinct [#step-1-acknowledge-the-instinct]
Always begin by validating the intent.
* “Totally — if it’s just a one-off, that might be faster for us to build.”
* “Yeah, I know we’ve got the talent to do this in-house.”
This shows you’re not against internal builds. You’re just here to surface the full picture.
### Step 2: Clarify What’s *Actually* Being Asked [#step-2-clarify-whats-actually-being-asked]
Now shift the conversation. It’s not about whether we *can* build a query — it’s about what happens *after* we do.
Use this framing:
* “Right now it’s one query. But is that all we need?”
* “What happens when someone else wants a slightly different version?”
* “Are we going to version and maintain multiple queries per team or feature?”
* “What happens when the product changes — do we update the metrics?”
* “Are we building infrastructure for just this question, or for all future ones too?”
You’re helping everyone recognize that **analytics isn’t a one-time thing** — it’s a living, evolving part of the product.
### Step 3: Make the Hidden Work Visible [#step-3-make-the-hidden-work-visible]
Here’s where you outline what DIY analytics *really* involves. You can drop this in as a set of guiding questions, or adapt to your voice:
### **Data Engineering & Pipelines** [#data-engineering--pipelines]
* Where’s the data coming from? Segment? RudderStack? In-app SDKs?
* Are we doing custom ingestion? How will we manage volume spikes?
* Are we transforming the data before it hits the warehouse?
* What’s the plan for schema evolution?
### **Analytics Experience** [#analytics-experience]
* Will this live in a BI tool (Looker, Metabase)? Do all teams have access?
* Are we building dashboards just for ourselves — or for customer success? marketing? sales?
* What’s the metric definition process? Do we version metrics?
* Is this just a dashboard — or something teams will trust and reuse?
### **Integration Complexity** [#integration-complexity]
* Do we want this data to show up in Zendesk? Intercom? Salesforce? Jira?
→ If so:
* How will we integrate securely with those platforms?
* How are we handling token storage and rotation?
* What happens if an API limit is hit or an integration fails silently?
### **Security, Privacy, and Access** [#security-privacy-and-access]
* Is any of this data sensitive (PII, billing, support interactions)?
* Who controls access to these metrics?
* Will these tools be SOC 2-compliant? Can we audit access?
### **Operational Ownership** [#operational-ownership]
* Who owns the dashboards long-term?
* When metrics need updating — who’s responsible?
* Will this require a dedicated on-call or alerting system?
* Are we okay with a single developer being the sole expert?
### **Cost (Now and Later)** [#cost-now-and-later]
* What’s the infra cost for hosting the data and serving the dashboards?
* Are we paying for warehouse compute or storage we’re not using?
* What’s the cost if the system goes down before a board meeting?
### Step 4: Suggest a Broader Framing [#step-4-suggest-a-broader-framing]
Now that the full scope is on the table, open up the options.
You don’t have to sell — just show that there’s another way:
* “I wonder if this is less about one report and more about having a consistent source of product truth across teams."
* “Feels like this might be better served by a platform — something that’s built for ongoing change.”
If they’re still leaning DIY, that’s fine. You’ve done your job by clarifying the *real ask*.
### Optional: Share the Diagram [#optional-share-the-diagram]
A visual can help — especially if you want to show just how complex this gets when it grows beyond the first dashboard.
Think of the inputs and outputs you may need. You can create your own diagram or share this one into a Slack thread, doc, Confluence or Notion page:
### Final Word [#final-word]
When engineers say, “We can build that,” they’re usually right.
But “that” is rarely *just* a query. It’s ingestion, transformation, documentation, dashboarding, alerting, security, integration, and maintenance.
Use this guide to explore what “build” really means — and whether it’s worth the cost.
# Building in-house analytics
Source: https://docs.accoil.com/docs/use-cases/in-house-analytics
What it takes to build product engagement analytics yourself.
A practical checklist for building and maintaining in-house product engagement analytics infrastructure.
A practical guide to unpacking the real scope of product data requests that start as ‘just a query’
How to get the data you want when internal teams want to build the solution in-house.
# Why product analytics is more than just a side project
Source: https://docs.accoil.com/docs/use-cases/in-house-analytics/why-product-analytics-is-more-than-just-a-side-project
How to get the data you want when internal teams want to build the solution in-house.
## “We can build that ourselves” [#we-can-build-that-ourselves]
If you're a software company, you've heard this before.
A product manager asks for better visibility into feature usage, or a customer success lead wants to know which accounts are showing signs of churn. A developer raises an eyebrow and says, *“Yeah, we can build that.”*
And honestly? They probably can. Today’s engineers are smart. They’ve got SQL, they’ve got Looker, maybe Metabase, and your data’s sitting nicely in Snowflake or Postgres. Writing a query to show how many users clicked a button last week is no big deal.
But here’s the thing: **product analytics isn’t just about writing a few queries**. That’s the easy part.
### Step 1: Get the data in (easier said than done) [#step-1-get-the-data-in-easier-said-than-done]
Let’s say you want to track every click, view, and interaction across your app. If you’re piping data through Segment or RudderStack, you’ve got a head start. But if not? Buckle up.
You’ll need to:
* Stand up an ingestion pipeline
* Roll out an update to your product to point your event stream at your new ingestors
* Handle high-volume event streams without dropping data
* Transform that firehose into something structured and queryable
* Ensure nothing breaks when the product changes (which it will)
This alone can turn into a full-on infrastructure project. And that’s before you’ve even built a single dashboard.
### Step 2: Actually make it useful [#step-2-actually-make-it-useful]
So now you’ve got dashboards. Maybe some pretty charts. But… so what?
Are the metrics up to date with the latest product release? Does your sales team trust them? Can your CS team understand them? Does anyone know what that “Engagement Index v2” actually *means*?
Analytics that no one uses aren’t analytics. They’re screenshots for the board deck. And usually, they’re screenshots that no one feels confident enough to explain.
To make analytics stick, you need:
* A shared language for metrics
* Clear ownership for upkeep
* Documentation people can actually follow
* The ability to adapt as “what good looks like” evolves
And most importantly, you need to **get the data into the tools people already use**—whether that’s Jira, Zendesk, Intercom, or Slack.
Which brings us to...
### Step 3: You’re building integrations now (Surprise!) [#step-3-youre-building-integrations-now-surprise]
Want to send usage insights to Sales in Salesforce? Or surface feature flags in Jira for Engineering?
Congrats, you’re in the integrations business now.
You’ll need to:
* Authenticate with third-party systems
* Respect API rate limits
* Handle retries, failures, and timeouts
* Maintain security and compliance (because yes, those Salesforce tokens are sensitive)
Oh, and every integration adds new surface area for bugs, outages, and the late-night “why isn’t this working?” messages.
### Step 4: Someone has to own it (forever) [#step-4-someone-has-to-own-it-forever]
This is maybe the most overlooked bit.
When a developer builds a dashboard, who owns it next quarter? Who updates the metrics when your pricing plan changes? Who makes sure the data model still matches the app? Who responds when security asks, “Hey, what’s this open port on the analytics box?”
Analytics infrastructure isn’t a weekend project. It’s a product. One that:
* Needs maintenance
* Needs support
* Needs security reviews
* Needs context, continuity, and care
Unless you're happy relying on the one engineer who built it (and hope they never take another job).
### Step 5: It’s never just product data [#step-5-its-never-just-product-data]
Sooner or later, someone will ask: “Can we blend this with our billing data? What about MRR per segment? Can we see adoption versus ARR?”
Now you’re pulling from Stripe, your CRM, your marketing tools. Now you’re in the deep end.
Financial data means:
* Access control
* Encryption
* Auditing
* Business logic that’s non-obvious and often… *fluid*
You’re no longer building dashboards. You’re building trust. And that’s much harder to version-control.
### So, can you build it? [#so-can-you-build-it]
**Yes. But here’s the better question:** should you?
Building analytics infrastructure means signing up for a long-term, cross-functional, always-evolving commitment. It means thinking beyond the query and owning the pipeline, the metrics, the trust, and the tools people work in.
That’s why we built [Accoil](https://www.accoil.com/).
We handle the pipelines. We manage the metrics. We make sure the right people get the right data, in the right place, at the right time.
So your teams can stop asking “Can we build it?” and start asking, “What are we going to do about what we just learned?”
# Best practice for teams
Source: https://docs.accoil.com/docs/use-cases/teams
Where to start, by team.
How Customer Success teams use Accoil health scores to tailor onboarding, spot struggling users early, and find expansion opportunities.
How Growth teams use Accoil health insights to target campaigns, improve activation, re-engage at-risk accounts, and find upsell openings.
How Product Managers use Accoil activation and adoption data to measure feature success, find friction, and decide what to build next.
How Sales teams use Accoil to focus on high-potential accounts, spot hot leads from engagement, and time outreach to activation milestones.
What Account Managers can do with Accoil engagement insights, health scores, and adoption tracking to tailor support and drive renewals.
How support teams use Accoil engagement data to find friction points, answer with context, and reach struggling users before issues escalate.
How Product Marketing Managers use Accoil engagement data to sharpen positioning, test messaging, and see churn risk before it becomes churn.
# Start here| Account Management
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-account-management
What Account Managers can do with Accoil engagement insights, health scores, and adoption tracking to tailor support and drive renewals.
### Summary [#summary]
An overview of key tasks for the Account team and how Accoil helps improve customer engagement, retention, and satisfaction.
### How this helps [#how-this-helps]
By using Accoil’s insights, Account Managers can deliver **personalized support, enhance client satisfaction, and proactively drive renewals**.
### **Optimizing Client engagement with Accoil** [#optimizing-client-engagement-with-accoil]
As an **Account Manager**, your role is **critical** in ensuring customers get the most value from your product. Strong relationships don’t just happen—they're built on **data-driven strategies** that help predict customer needs, personalize interactions, and ensure long-term success.
Accoil equips you with:
* **Engagement insights** to personalize client interactions.
* **Health scores** to proactively address retention risks.
* **Adoption tracking** to identify upsell opportunities.
* **Trend analysis** to anticipate customer needs and reduce churn.
With **customer health data at your fingertips**, you can build **strong, lasting client relationships** while unlocking new revenue opportunities.
### **Key Account management tasks & how Accoil helps** [#key-account-management-tasks--how-accoil-helps]
| **Task** | **How Accoil helps** |
| --------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Tailor Onboarding** | **Personalized Onboarding**: Customize the welcome experience based on user behavior. Example: If a new customer frequently uses a specific feature, provide targeted guides to accelerate their success. |
| **Predictive Support** | **Preemptive Solutions**: Identify potential roadblocks before they happen. Example: If customers struggle at a certain stage, create proactive support materials to smooth their journey. |
| **Check-In with Purpose** | **Timely Assistance**: Use engagement data to make client check-ins more meaningful. Example: If a user starts exploring a new feature, reach out with best practices or a quick walkthrough. |
| **Enhance Customer Journeys** | **Segment Understanding**: Adapt onboarding and support based on account type. Example: Small businesses may need quick self-service guides, while enterprises benefit from 1:1 onboarding. |
| **Feedback Loops** | **Proactive Outreach**: Identify dissatisfied customers early and act fast. Example: If engagement drops, send a quick survey or schedule a check-in to understand the issue. |
| **Identify Upsell Opportunities** | **Engagement Patterns**: Find power users who may be ready for an upgrade. Example: If an account frequently uses premium features, suggest a plan that better suits their needs. |
| **Monitor New Customers** | **Suggest More**: Track new customers’ engagement and suggest relevant features. Example: If a new customer is using basic features effectively, introduce them to advanced tools. |
| **Anticipate Needs** | **Proactive Solutions**: Spot common support trends and get ahead of them. Example: If customers frequently ask about a feature, offer a dedicated webinar or training session. |
| **Measure Success** | **Track Progress**: Evaluate how well your interventions improve retention. Example: If churn rates drop after new onboarding changes, double down on that strategy. |
| **Account Health Scores** | **Overall Insight**: Use health scores to prioritize engagement. Example: Low-scoring accounts may need personalized check-ins to prevent churn. |
| **Trend Analysis** | **Identify Patterns**: Spot trends that impact customer satisfaction. Example: If a feature consistently drives engagement, highlight it across customer communications. |
| **Helping Clients Find Value** | **Regular Engagement**: Hold **quarterly business reviews** using Accoil data to showcase customer value and discuss growth opportunities. |
### **How to Optimize Accoil for Account managers** [#how-to-optimize-accoil-for-account-managers]
Follow these steps to **maximize customer engagement** and **reduce churn**.
| **Step** | **What it does** | **Metrics to Use** |
| --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| **Set up your own Workspace** | Get a **clear view** of your accounts and users. Track **engagement trends, adoption rates, and overall health** to identify at-risk customers. Example: Monitor accounts that need additional support. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **Use Segments for Deeper Insights** | Quickly **find at-risk or highly engaged customers**. Example: Identify customers with **declining engagement** and initiate outreach before they churn. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **Configure Account & User Activation** | Define the **key milestones** that indicate a user is fully onboarded. Example: Track how many users complete **setup steps** to detect onboarding friction points. | - Activation Rate - Engagement Score - Adoption Rate |
| **Get Familiar with the Events Page** | Identify **which features are being used** and which are underutilized. Example: If a feature has low adoption, start a campaign to educate users on its benefits. | - Average Adoption - Average Adoption Change - Average Engagement Score - Individual Feature Usage |
| **Pipe Insights to Relevant Teams** | Keep teams aligned by **delivering real-time customer insights**. Example: Notify Sales about **accounts showing strong upsell potential**, or alert Customer Success to **at-risk accounts** needing intervention. | - Score Changes - Activation Changes - New User(s) - Account or User Entering a Segment - Custom Alert Filters |
### **Final Takeaways: Strengthen client relationships with data-driven support** [#final-takeaways-strengthen-client-relationships-with-data-driven-support]
**To get the most out of Accoil, focus on:**
* **Tailoring onboarding** to set customers up for success early.
* **Using predictive support** to proactively solve issues before they escalate.
* **Tracking account health scores** to prevent churn before it happens.
* **Identifying upsell opportunities** to maximize customer value.
* **Aligning teams** by sharing customer engagement insights in real time.
**Looking for hands-on training?** Check out the recommended reads below.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
##
# Start here | Customer Success Team
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-customer-success-team
How Customer Success teams use Accoil health scores to tailor onboarding, spot struggling users early, and find expansion opportunities.
### **Summary** [#summary]
An overview of the key responsibilities of a Customer Success (CS) team and how Accoil helps ensure customers stay healthy, engaged, and successful
### **How this helps** [#how-this-helps]
Gives CS teams the tools to proactively support customers, reduce churn, and drive long-term success by tracking customer health signals in Accoil.
### **The Role of Customer Success in Customer Health** [#the-role-of-customer-success-in-customer-health]
Your job as a Customer Success professional is simple (but not easy): **keep customers happy, engaged, and successful.**
With Accoil’s **Customer Health Scores**, you can spot risks before they turn into churn, help customers get more value from your product, and build lasting relationships. Whether it’s personalizing onboarding, identifying struggling users, or finding upsell opportunities, Accoil gives you the insights you need to take action -before it’s too late.
### **Key Tasks of a Customer Success Team & How Accoil Helps** [#key-tasks-of-a-customer-success-team--how-accoil-helps]
| **Task** | **How Accoil Helps** |
| --------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Tailor Onboarding** | Identify new users and provide targeted guidance based on their activity. If a user engages with a specific feature frequently, send them tutorials or best practices. |
| **Predictive Support** | Spot early signs of trouble. If a group of users repeatedly struggles with a feature, create help materials or reach out proactively. |
| **Check-In with Purpose** | Use real-time data to time your outreach. If a user starts exploring a new feature, send tips or offer a quick check-in. |
| **Enhance Customer Journeys** | Customize experiences based on user segments. Small startups may need different support than enterprise clients—Accoil helps you track these differences. |
| **Feedback Loops** | Find customers who may be unhappy before they churn. If engagement drops, reach out for feedback and show you're listening. |
| **Identify Upsell Opportunities** | If a customer consistently uses advanced features, they may be ready for an upgrade. Accoil highlights these opportunities. |
| **Monitor New Customers** | Track early engagement and offer additional features when customers are ready. If a new user is thriving with basic features, introduce them to more advanced options. |
| **Anticipate Needs** | If a user frequently accesses support for a specific feature, offer training before they even ask. |
| **Measure Success** | Track how changes in your approach impact engagement and churn rates. Adjust strategies accordingly. |
| **Account Health Scores** | Get a big-picture view of each account's health, so you can focus on the right customers at the right time. |
| **Trend Analysis** | Spot long-term engagement patterns and adjust strategies to prevent churn before it happens. |
***
### **How to Optimize Accoil for Customer Success** [#how-to-optimize-accoil-for-customer-success]
Maximize Accoil’s power by setting up **Customer Health Profiles** and tracking engagement trends.
| **Step** | **What It Does** | **Metrics to Use** |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------- |
| - **Set Up Your Workspace** | Get a clear view of user and account health. Monitor trends in engagement and churn risk. | Customer Health Score, Frequency, Adoption Rate, Tenure, Active Users (Total & %) |
| - **Use Segments for Deeper Insights** | Identify at-risk and engaged users quickly. Focus on the right customers at the right time. | Customer Health Score, Frequency, Adoption Rate, Tenure, Active Users |
| - **Configure Account & User Activation** | Define key moments when customers achieve value (e.g., completing setup). | Activation Rate, Customer Health Score, Adoption Rate |
| - **Get Familiar with the Events Page** | See which features customers use most (or ignore) to improve engagement strategies. | Feature Usage, Average Adoption, Engagement Score |
| - **Pipe Insights to Relevant Teams** | Send health alerts and insights to Sales, Support, and Marketing via tools like HubSpot, Intercom, and Slack. | Score Changes, Activation Changes, New Users, At-Risk Accounts |
***
### **Final Thought** [#final-thought]
**Customer Success is about being proactive, not reactive.** Accoil helps you predict churn, support customers at the right time, and turn happy users into long-term advocates.
**Start using Customer Health Scores today and get ahead of churn before it happens!**
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Creating Profiles](/docs/workspaces/best-practices-for-creating-workspaces)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
##
# Start here| Customer support
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-customer-support
How support teams use Accoil engagement data to find friction points, answer with context, and reach struggling users before issues escalate.
### Summary [#summary]
An overview of key tasks for the Customer Support team and how Accoil helps provide data-driven solutions to customer needs.
### How this helps [#how-this-helps]
By leveraging **real-time customer insights**, support teams can **anticipate issues, personalize interactions, and improve overall customer satisfaction**.
### **Enhancing customer support with data-driven insights** [#enhancing-customer-support-with-data-driven-insights]
Customer Support plays a **critical** role in ensuring users **get the most value** from your product. Instead of just reacting to issues, **proactive support** can transform customer interactions by identifying and resolving potential pain points **before** they escalate.
Accoil helps you:
* **Identify friction points** by tracking engagement trends.
* **Enhance self-service resources** by analyzing common support queries.
* **Deliver proactive support** to users who may be struggling.
* **Personalize interactions** by tailoring responses to user experience levels.
With **customer health insights**, your team can **streamline support, reduce churn, and drive customer satisfaction**.
### **Key customer support tasks & how Accoil helps** [#key-customer-support-tasks--how-accoil-helps]
| **Task** | **How Accoil helps** |
| ---------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Identify Friction Points** | **Monitor user behavior**: Detect drops in engagement scores to see where users struggle. Example: Identify common roadblocks and improve documentation or UI. |
| **Track Engagement** | **Engagement metrics**: Measure how actively customers use the platform. Example: If adoption rates decline, proactively reach out to offer assistance. |
| **Proactive Solutions** | **Knowledge Base Enhancements**: Use insights to improve FAQs and support guides. Example: Update the help center based on trending support topics. |
| **Predictive Support** | **Preemptive solutions**: Spot early warning signs of frustration and act before tickets pile up. Example: If users repeatedly request help on a feature, create a video walkthrough. |
| **Enhance User Experience** | **User training programs**: Develop guides and webinars based on common challenges. Example: Offer a short training session for users struggling with setup. |
| **Check-In with Purpose** | **Timely assistance**: Use engagement data to personalize check-ins. Example: If a user starts exploring a new feature, send them a quick tip to help them get started. |
| **Feedback Loops** | **Proactive outreach**: Identify disengaged users and ask for feedback before they churn. Example: If a user’s engagement drops, trigger a quick satisfaction survey. |
| **Monitor New Customers** | **Onboarding Follow-ups**: Track new users and guide them to more advanced features. Example: If a new customer is successfully using basic features, introduce them to premium tools. |
| **Anticipate Needs** | **Proactive assistance**: If users frequently access support for a specific feature, offer a **personalized tutorial or live Q\&A session**. |
| **Measure Success** | **Track support impact**: Evaluate how support efforts improve retention. Example: If churn drops after a new onboarding initiative, refine and expand the strategy. |
| **Trend Analysis** | **Spot common issues**: Use engagement data to **fine-tune** support strategies. Example: If a feature consistently leads to questions, add an in-app tooltip. |
### **How to optimize Accoil for customer support** [#how-to-optimize-accoil-for-customer-support]
Follow these steps to **maximize customer engagement and streamline support**.
| **Step** | **What it does** | **Metrics to Use** |
| ------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ |
| **1. Set up your own workspace** | Get a **real-time view** of customer engagement and behavior. Track **trends, feature adoption, and product health** to tailor support. Example: Identify users with low engagement and offer proactive assistance. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **2. Use segments for Deeper Insights** | Identify users who need extra help by segmenting **active, disengaged, and struggling customers**. Example: Create a segment of users who haven’t completed onboarding. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **3. Configure Account & User activation** | Define **activation milestones** to ensure users fully onboard. Example: If users drop off before completing key steps, adjust support outreach accordingly. | - Activation Rate - Engagement Score - Adoption Rate |
| **4.Get familiar with the Events page** | Identify which **features drive engagement** and which ones need better support. Example: If users struggle with a feature, provide additional educational resources. | - Average Adoption - Average Adoption Change - Average Engagement Score - Individual Feature Usage |
| **5.Pipe insights to relevant teams** | Share **real-time support insights** across teams for faster problem-solving. Example: Sync account health scores with **Intercom & HubSpot** to provide better context during customer interactions. | - Score Changes - Activation Changes New User(s) - Account or User Entering a Segment - Custom Alert Filters |
***
### **Final Takeaways: Deliver Smarter, more Efficient support** [#final-takeaways-deliver-smarter-more-efficient-support]
**To maximize support effectiveness, focus on:**
* **Identifying friction points** to proactively reduce support requests.
* **Tracking engagement & adoption** to anticipate user needs.
* **Providing proactive outreach** before customers experience frustration.
* **Using data to personalize support** and improve response quality.
* **Aligning teams** by integrating support insights into shared tools.
**Looking for hands-on training?** Check out the recommended reads below.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Start here | Growth Teams
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-growth-teams
How Growth teams use Accoil health insights to target campaigns, improve activation, re-engage at-risk accounts, and find upsell openings.
### Summary [#summary]
This guide outlines key tasks for Growth teams and how to optimize strategies using Accoil.
### How this helps [#how-this-helps]
By leveraging customer health insights, Growth teams can create data-driven campaigns that improve user engagement, boost retention, and drive revenue growth.
### **Scaling Growth Through Customer Health Insights** [#scaling-growth-through-customer-health-insights]
The Growth team plays a **critical role** in scaling user acquisition, activation, retention, and revenue. Your job is to **find, test, and refine** strategies that maximize expansion.
Accoil helps you:
* **Target the right users** with high-impact engagement campaigns.
* **Optimize onboarding and activation** to convert more users.
* **Reduce churn** by identifying and re-engaging at-risk accounts.
* **Unlock upsell opportunities** based on product usage trends.
With real-time **customer health insights**, you can focus on **scalable growth strategies** that deliver lasting results.
### **Typical Growth Team Tasks & How Accoil Helps** [#typical-growth-team-tasks--how-accoil-helps]
| **Task** | **How Accoil Helps** |
| --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Optimize Campaigns** | **Targeted Engagement**: Identify your most engaged users and craft personalized campaigns. Example: Target users who frequently engage with a specific feature for more relevant messaging. |
| **User Acquisition** | **Data-Driven Outreach**: Identify acquisition channels that bring in users with **high activation rates**—not just sign-ups. Example: Focus marketing spend on sources that drive long-term value. |
| **Activation Strategies** | **Personalized Onboarding**: Track activation metrics to tailor onboarding. Example: Provide additional support to users who haven’t completed key setup steps. |
| **Retention Efforts** | **Proactive Support**: Spot users at risk of churn and take action. Example: If an account's engagement drops, trigger a re-engagement email or success check-in. |
| **Upsell Opportunities** | **Adoption Insights**: Identify power users who may be ready to upgrade. Example: If a customer frequently uses advanced features, recommend a plan with premium benefits. |
| **User Feedback** | **Feedback Loops**: Track engagement drops and collect feedback before users churn. Example: When engagement declines, send a survey to understand friction points. |
| **Trend Analysis** | **Identify Patterns**: Analyze engagement trends to double down on what works. Example: If a feature drives retention, promote it more across your user base. |
| **Measure Success** | **Track Progress**: Evaluate the impact of onboarding, campaigns, and feature adoption. Example: Compare activation rates before and after a process change. |
| **Account Health Scores** | **Overall Insight**: Use health scores to monitor customer engagement and product usage. Example: Offer personalized check-ins to low-scoring customers. |
| **Monetization Strategies** | **Revenue Optimization**: Identify behaviors that lead to upsells and cross-sells. Example: Find patterns in users who upgraded and target similar accounts. |
### **How to Optimize Accoil for Growth Teams** [#how-to-optimize-accoil-for-growth-teams]
To **maximize** the benefits of using Accoil, follow these steps to set up and **leverage customer health insights** effectively.
| **Step** | **What It Does** | **Metrics to Use** |
| ------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| **1. Set up your own Workspace** | Get a **clear view** of your accounts and users. Identify trends in **engagement, adoption, and account health**. Example: Track engagement scores to find users who may need extra support. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **2. Use Segments for Deeper Insights** | Quickly **find at-risk or high-potential accounts**. Example: Identify users with **declining engagement** and trigger targeted outreach. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **3. Configure Account & User Activation** | Define key milestones for **activation success**. Example: Track how many users complete onboarding steps to pinpoint bottlenecks. | - Activation Rate - Engagement Score - Adoption Rate |
| **4. Get Familiar with the Events Page** | Understand which **features drive engagement** and which are underused. Example: If a feature isn’t being adopted, start a campaign to educate users. | - Average Adoption - Average Adoption Change - Average Engagement Score - Individual Feature Usage |
| **5. Share Insights Across Teams** | Deliver **real-time data** to Sales, Support, and Marketing. Example: Notify Sales when a trial account shows **high activation** for timely outreach. | - Score Changes - Activation Changes - New User(s) - Account or User Entering a Segment - Custom Alert Filters |
### **Final Takeaways: Drive Measurable Growth** [#final-takeaways-drive-measurable-growth]
**To grow effectively, focus on:**
* **Optimizing campaigns** based on real engagement data.
* **Improving activation** by addressing onboarding roadblocks
* **Boosting retention** through proactive support and segmentation.
* **Tracking account health** to identify upsell or churn risks.
* **Aligning teams** with real-time engagement insights.
**Want hands-on training?** Check out the links below.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Start here | Product Managers
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-product-managers
How Product Managers use Accoil activation and adoption data to measure feature success, find friction, and decide what to build next.
### Summary [#summary]
This guide provides an overview of key tasks for Product Managers and how to optimize Accoil to enhance product strategy.
### How this helps [#how-this-helps]
By leveraging Accoil’s insights, you can fine-tune your **product roadmap, predict user needs, and make data-driven decisions** that improve the user experience.
### **Optimizing Product Strategy with Customer Health Insights** [#optimizing-product-strategy-with-customer-health-insights]
As a **Product Manager**, your mission is to build a **valuable, user-friendly product**. This means understanding how customers engage with your product, what features resonate, and where friction exists.
Accoil helps you:
* **Track activation & adoption** to measure feature success.
* **Identify user pain points** and improve onboarding.
* **Prioritize product improvements** based on real engagement data.
* **Monitor long-term trends** to drive retention and revenue growth.
With **customer health insights**, you can ensure your product **meets and exceeds user expectations**.
### **Key Product Management Tasks & How Accoil helps** [#key-product-management-tasks--how-accoil-helps]
| **Task** | **How Accoil helps** |
| ------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Refine Activation Criteria** | **Data-Driven Activation**: Identify key activation milestones based on actual user behavior. Example: Adjust onboarding steps based on which actions truly drive activation. |
| **User Education** | **Identify Pain Points**: Find where users struggle and create tutorials or guides to improve adoption. Example: If users drop off before using a key feature, introduce an in-app guide. |
| **Feature Prioritization** | **Insight into User Behavior**: Track feature adoption to prioritize what to improve or expand. Example: Focus development efforts on features with high engagement and iterate on underused ones. |
| **Product Iteration** | **Feedback for Iteration**: Use engagement trends to inform product updates. Example: If a feature has low adoption, gather user feedback and refine it to increase its value. |
| **User Retention** | **Proactive Support**: Detect disengagement early and take action. Example: If users stop engaging with a core feature, trigger an outreach campaign. |
| **User Feedback** | **Feedback Loops**: Identify disengaged users and reach out for insights. Example: If engagement drops, ask users for feedback to uncover potential roadblocks. |
| **Trend Analysis** | **Identify Patterns**: Analyze long-term engagement trends to refine product direction. Example: Promote features that consistently drive high engagement. |
| **Measure Success** | **Track Progress**: Monitor activation and adoption to measure product updates' impact. Example: Compare activation rates before and after a new onboarding process. |
| **User Insights** | **Overall Engagement Trends**: Calculate health scores to understand customer satisfaction and retention risks. Example: Provide extra support to accounts with low health scores. |
| **Monetization Strategies** | **Revenue Optimization**: Use adoption trends to refine pricing and upsell strategies. Example: Identify patterns in users who upgrade and target similar accounts. |
### **How to Optimize Accoil for Product Managers** [#how-to-optimize-accoil-for-product-managers]
Follow these steps to **set up and leverage customer health insights** for product optimization.
| **Task** | **What It Does** | **Metrics to Use** |
| --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- |
| **Set up your own Workspace** | Get a **clear view** of how users interact with your product. Track **engagement trends, activation, and adoption**. Example: Identify users who need extra onboarding support. | - Product Engagement Score - Frequency - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **Use Segments for Deeper Insights** | Quickly **identify user groups** based on behavior. Example: Find users with declining engagement and develop re-engagement strategies. | - Product Engagement Score - Frequency - - Adoption Rate - Tenure - Active Users (Total & Percentage) |
| **Configure Account & User Activation** | Define the key actions that indicate **successful activation**. Example: Track how many users complete **onboarding milestones** and spot friction points. | - Activation Rate - Engagement Score - Adoption Rate |
| **Get Familiar with the Events Page** | Identify which **features are driving engagement** and which are underused. Example: If a feature isn’t being adopted, consider user education or UI improvements. | - Average Adoption - Average Adoption Change - Average Engagement Score - Individual Feature Usage |
| **Share Insights Across Teams** | Deliver **real-time product insights** to other teams. Example: Notify Support if a new feature has **low adoption** to trigger targeted assistance. | - Score Changes - Activation Changes - New User(s) - Account or User Entering a Segment - Custom Alert Filters |
### **Final Takeaways: Build Smarter, Data-Driven Products** [#final-takeaways-build-smarter-data-driven-products]
**To make the most of Accoil, focus on:**
* **Tracking activation & adoption** to measure feature success.
* **Improving onboarding** by addressing user pain points.
* **Prioritizing features** based on engagement trends.
* **Proactively reducing churn** with retention-focused insights.
* **Aligning teams** by sharing key customer health data.
**Looking for hands-on training?** Check out the recommended reads below.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Start here | Sales team
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-sales-team
How Sales teams use Accoil to focus on high-potential accounts, spot hot leads from engagement, and time outreach to activation milestones.
### Summary [#summary]
Maximize sales impact by prioritizing high-potential accounts, spotting hot leads early, and targeting ready-to-convert prospects with Accoil's data-driven insights.
### **How this helps** [#how-this-helps]
Focus on high-impact accounts, leveraging data to prioritize strategic actions and accelerate pipeline movement.
### **How Accoil helps your Sales team** [#how-accoil-helps-your-sales-team]
Sales teams drive revenue and customer relationships. By leveraging Accoil, they can:
* **Prioritize high-potential accounts** — Focus your efforts where the likelihood of closing is highest.
* **Spot hot leads early** — Monitor engagement levels to identify strong adoption and buying intent.
* **Target ready-to-convert prospects** — Identify accounts hitting key activation milestones, signaling they’re close to deciding.
### Typical tasks for a Sales Team [#typical-tasks-for-a-sales-team]
| **Task** | **How Accoil Helps** |
| ------------------------------------ | -------------------------------------------------------------------------------------------------------- |
| **Closing the deal** | Recognize engagement patterns in trial users, track activation progress, and monitor time-to-activation. |
| **Feature adoption analysis** | Identify the most-used features by trial users and tailor sales pitches accordingly. |
| **Engagement frequency monitoring** | Find trial users logging in daily and engaging deeply—prime candidates for conversion. |
| **Segmentation by engagement level** | Identify users who complete onboarding and tailor pitches to their needs. |
| **Customer success intervention** | Flag high-value accounts needing assistance to boost activation and upgrades. |
| **Personalized demonstrations** | Offer one-on-one demos to trial users engaging extensively with the product. |
| **Automate your process** | Integrate Accoil insights with HubSpot, Intercom, and Slack to streamline workflows. |
| **Customer testimonials** | Share case studies and testimonials with trial users to reinforce the value of upgrading. |
### **Identifying upsell opportunities** [#identifying-upsell-opportunities]
| **Task** | **How Accoil Helps** |
| ------------------------------ | ------------------------------------------------------------------------------------ |
| **Analyze engagement metrics** | Identify high-engagement users who would benefit from premium features. |
| **Spot leads and risks** | Use engagement scores to find upsell-ready users and intervene with disengaged ones. |
| **Track usage patterns** | Identify customers frequently using specific features to suggest relevant upgrades. |
| **Monitor account growth** | Recognize growing teams that may need higher-tier plans. |
### How to Optimize Accoil for your Sales team [#how-to-optimize-accoil-for-your-sales-team]
| **Step** | **What it does** | **Metrics to use** |
| -------------------------------------------- | ---------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------- |
| **1. Set up workspace** | Monitor key accounts and users to track engagement trends. | Product engagement score, frequency, adoption rate, tenure, active users (total & percentage). |
| **2. Use segments** | Find hot and cold segments quickly, or create custom segments based on frequency and adoption. | Same as above. |
| **3. Configure account and user activation** | Define key milestones that indicate activation and readiness for conversion. | Activation rate, engagement score, adoption rate. |
| **4. Get familiar with the Events page** | Identify which features are driving engagement and include them in sales conversations. | Average adoption, adoption change, engagement score, individual feature usage. |
| **5. Pipe insights to relevant teams** | Automate data sharing with sales tools like HubSpot, Intercom, and Slack. | Score changes, activation changes, new users, account or user segment entries, custom alerts. |
📌 **[Learn more about setting up engagement profiles here](/docs/accounts-and-users/use-an-account-profile)**
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Start here| The Product Marketing Manager
Source: https://docs.accoil.com/docs/use-cases/teams/start-here-the-product-marketing-manager
How Product Marketing Managers use Accoil engagement data to sharpen positioning, test messaging, and see churn risk before it becomes churn.
## Summary [#summary]
Typical tasks of a Product Marketing Manager
## How this helps [#how-this-helps]
Understand which customers are thriving and which need attention. **Customer Health** insights help you proactively reduce churn and improve engagement.
With the right data, you can track customer adoption, ongoing engagement, and overall health. Instead of waiting for churn, you can spot risks early and step in to support customers before they disengage. Keep reading to see how customer health insights help you drive retention and long-term success.
### Typical tasks for a Product Marketing manager [#typical-tasks-for-a-product-marketing-manager]
| **Task** | **How Accoil Analytics Helps** |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Product Positioning and Messaging** Ensure your messaging speaks directly to your audience and stays consistent across all marketing channels. | - **Fine-tune your content.** Adjust messaging based on what works. Use Accoil to track which features customers truly engage with—not just what they say they like.**.** Identify in-app actions that lead to real value. Build customer workspaces showing which users and accounts are getting the most out of your product. - **Find the Hook.** What makes users go “This is it!”? Use customer health scores to see how engagement shifts before and after campaigns. - **Test, tweak, repeat.** Experiment with different messages and track their impact. Use trends to refine your approach. |
| **Advanced Customer Segmentation** Segment customers beyond basic demographics by understanding their actual product usage and engagement. | - **Segment by behavior.** Group customers based on how they interact with your product, their account size, and their engagement level. - **Find your power users.** Spot big accounts and the key players who drive the most value. - **Trial vs. Paid.** Easily segment trial users, paying customers, and those at risk of dropping off. - **Trigger campaigns at the right time.** Move beyond generic, time-based outreach. Use real product data to engage customers when it matters most. - **Tailor messaging.** Guide different customer types, whether they’re new or advanced, to the right features. - **Identify accounts that need a nudge.** Find customers who need help seeing value and re-engage them.- - **Unlock hidden opportunities.** Target users who haven’t explored key features yet. |
| **Customer Research and Analysis** Go beyond vanity metrics—spot opportunities for growth and prevent churn. | - **Understand what your customers actually need.** See how people interact with your product and tailor your strategy accordingly. - **Find your biggest fans.** Identify power users and engaged accounts to learn what they love and attract more like them. - **Help struggling users.** Spot users who aren’t seeing value and engage them with personalized support. - **Refine your approach.** Use real insights to fine-tune marketing, messaging, and outreach efforts. - **Create content that matters.** Base your content strategy on what customers actually use and value. |
| **Report on Marketing ROI** Focus your efforts on segments that show genuine interest. Optimize your marketing to ensure a better return on investment that you can report on. | This may be more correlation than causation, but you know that end-to-end attribute is marketing’s White Whale. We’ll keep chasing it, too. But for now, we think you can use campaign launch dates and product engagement changes to find campaigns that work. - **Watch for the shifts.** See how customer engagement changes after a major marketing campaign. Did engagement, activation, or adoption increase? Winning. If not, keep testing and watching the data. - **Showcase.** Highlight underutilized (but oh-so-valuable) features to relevant segments and see how product engagement changes within that segment. |
| **New User Activation to boost Sales** Understand what gets new users hooked—and keep them engaged. | - **Send nudges when they matter, not some predetermined time.** Use your account- and user- level activation scores to spot users who are just a step away from that activation threshold. Craft catchy, personalized messages to nudge them towards those key actions when they’re close, not just “After 7 days”. - **Convert more trial users to paying customers.** Slice and dice your user data to figure out who needs an extra push. Tailor your campaigns to get them using your high-value features and get more customers over that finish line. |
| **Reduce Churn** Identify early warning signs and take action before customers leave. | - **Pinpoint at-risk customers.** Use engagement signals to find users who might churn—and step in before it happens. - **Launch targeted campaigns.** Create customer segments based on behavior that suggests disengagement and trigger re-engagement efforts.- - **Stay ahead of churn.** Use activation and adoption scores to ensure more accounts get value from your product and stick around. |
| **Align Marketing Strategies Across Teams** Ensure Sales, Marketing, and Customer Success teams are working towards the same goals with real customer data. | - **Use real product data to plan ahead.** Create customer workspaces that highlight valuable engagement patterns and use them to shape your growth strategy. - **Find the biggest growth opportunities.** Use product usage insights to decide where to focus; expansion, retention, or conversions. - **Share insights seamlessly.** Send key engagement data to Sales, Support, and Marketing through tools they already use, like Slack, HubSpot, and Intercom |
**How to Optimize Accoil for PMMs**
To maximize the benefits of using Accoil, follow these steps to set up and utilize your Customer Health workspaces effectively.
| **Step** | **What it does** | **Metrics to use** |
| --------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| **1. Set up your own Customer Health workspace(s)** | Get a clear picture of the accounts and users you want to monitor. See their **health scores**, track engagement trends, and assess the overall well-being of your customer base. | - Customer Health Score - Engagement trends - - Adoption rate - Account tenureActive users (total & percentage) |
| **2. Use Workspace Segments for deeper insights** | Use suggested segments to quickly spot highly engaged users and those at risk. Create your own segments based on behaviors like feature adoption or frequency of use to personalize outreach. | - Customer Health Score - Engagement trends - Adoption rate - Active users (total & percentage) |
| **3. Define Activation criteria** | Identify the key steps an account or user must complete to reach their "Aha!" moment. Use this to track trial users moving toward value and ensure paying customers are fully activated. | - Activation rate - Customer Health Score - Feature adoption trends |
| **4. Explore the Events page** | See which features customers are actually using and which ones are being overlooked. Use this to highlight popular features and address areas where users need more guidance. | - Feature adoption rates - Engagement trends - Average customer health score - Individual feature usage |
| **5 .Share insights with key teams** | Deliver real-time insights to Sales, Customer Success, and Marketing through tools they already use, like HubSpot, Intercom, and Slack. Automate workflows to act on engagement shifts. | - Score changes - Activation milestones - New user sign-ups - Customers entering at-risk or power-user segments - Custom alert filters |
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
# Boosting product engagement to grow revenue
Source: https://docs.accoil.com/docs/use-cases/workflows/boosting-product-engagement-to-grow-revenue
Use customer health scores as an early warning system, and see what product, marketing, sales, success, and engineering teams do with them.
### 💡 Do these questions sound familiar? Accoil helps you answer them… [#-do-these-questions-sound-familiar-accoil-helps-you-answer-them]
* Are my users really getting value from the product?
* Who looks like they might churn?
* How do I improve retention before it’s too late?
* What tools help me track and boost customer health?
* How often should I check customer health metrics?
* What if my health scores are low—what should I do?
* Can I tailor health tracking to suit my product?
* How do I keep the team focused on customer health?
## In a nutshell [#in-a-nutshell]
Customer health tells you how satisfied, engaged, and at-risk your users are. It’s your early warning system—and a huge opportunity.
Accoil helps you track and improve customer health so you can step in before users slip away.
***
## Why this matters [#why-this-matters]
Customer health isn’t just a score—it’s a pulse check.
Strong scores mean your users are seeing value. Low ones? They’re waving a flag.
Track it well, and you’ll:
* Reduce churn
* Spot risks early
* Strengthen relationships
* Create room for growth
***
## Who benefits? [#who-benefits]
Accoil provides valuable insights for different teams, helping them stay focused and take action:
| **Team** | **How this helps** |
| -------------------- | ---------------------------------------------------- |
| **Product Team** | See which features are working—and where users drop. |
| **Marketing Team** | Pinpoint who to engage and how to talk to them. |
| **Sales Team** | Find upsell chances and catch new trial churn early. |
| **Customer Success** | Reach out to at-risk users with the right support. |
| **Development Team** | Prioritize based on real-world usage. |
| **Operations Team** | Invest resources where they’ll have impact. |
***
### Key Steps [#key-steps]
Here’s how to get customer health working for you in Accoil:
### 1. Define What “Healthy” Looks Like [#1-define-what-healthy-looks-like]
Start by deciding which behaviors show your users are thriving.
Think: logins, feature usage, time spent, key actions.
### 2. Set Up Your Workspace & Segments [#2-set-up-your-workspace--segments]
Assign weights to actions and build a scoring model in Accoil.
This lets you see who’s engaged—and who’s at risk.
[Need help setting this up?](/docs/workspaces/configuring-a-workspace)
### 3. Train Your Team [#3-train-your-team]
Run a few quick sessions to make sure your team can read and act on customer health insights.
[Explore best practices](/docs/use-cases)
### 4. Bring Insights into Daily Work [#4-bring-insights-into-daily-work]
Use customer health scores to:
* Shape product decisions
* Fine-tune marketing
* Prioritize sales outreach
* Guide support efforts
Explore different [tactical plays](/docs/plays) based upon Accoil signals received.
### 5. Connect to Your Tools [#5-connect-to-your-tools]
Sync Accoil with:
* **Slack** – Get alerts about health changes.
* **HubSpot** – Trigger smart outreach.
* **Intercom** – Send timely in-app nudges.
[Learn more about integrations](/docs/connections/understanding-connections)
### 6. Monitor & Adjust [#6-monitor--adjust]
Check scores regularly and tweak your model as you learn.
Healthy users change—and so should your approach.
***
### Heads Up! [#heads-up]
**Stay flexible:** Adjust your customer health model as you gather more insights.
**Encourage collaboration:** Share key findings across teams for a unified approach.
**Keep the user at the center:** Use data to enhance the experience, remove friction, and create value.
### One Last Thing.... [#one-last-thing]
Customer health isn’t a vanity metric. It’s a leading indicator of long-term success.
When you make it a habit to check in, take action, and adjust your approach—you build a product people actually want to stick with.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
* [Tactical Plays](/docs/plays)
# Find Product Qualified Leads (PQLs)
Source: https://docs.accoil.com/docs/use-cases/workflows/find-product-qualified-leads-pqls
Spot product-qualified leads by combining activation, feature usage, and health signals, so sales follows up on users showing real intent.
### **Sound familiar?** [#sound-familiar]
Do these questions resonate with your team? Accoil helps you find the answers:
1. Who’s actually likely to convert?
2. What are leads doing inside the product?
3. How can I tell if someone’s truly interested?
4. How do I make follow-ups land better?
5. Can I spot leads worth my time?
6. How do I match the pitch to the person?
7. What’s really going to move the needle?
### **In a nutshell** [#in-a-nutshell]
Accoil helps you find the leads that matter.
By tracking product usage, activation, and health, you’ll spot high-intent users, tailor outreach, and close with confidence.
### Whats the lowdown? [#whats-the-lowdown]
**Product-Qualified Leads (PQLs)** are users who’ve done something meaningful in your product. They’re past “just curious”—they’ve found value, and they’re worth a follow-up.
Accoil helps you spot these high-intent leads by analyzing real user behavior — activation, feature usage, and ongoing health. Your sales team gets a clear signal on where to focus.
### Why this matters? [#why-this-matters]
When you rely on product signals—not just form fills—you:
* Focus on users with real engagement
* Spot who’s activated and finding value
* Add health scores to see who’s sticking around
* Personalize outreach with data-backed timing
* Boost conversions by connecting when it counts
### Who does this help? [#who-does-this-help]
Accoil’s insights empower every team to refine their strategies:
| **Team** | **How this helps** |
| ------------------------- | -------------------------------------------------------------- |
| **Sales/Revenue Ops** | Identify top leads, improve forecasting, streamline handoffs |
| **Sales Team** | Prioritize the best leads, personalize the pitch, close faster |
| **Marketing/Growth Team** | Launch smarter campaigns based on what users *actually* do |
| **Product Team** | See which features lead to conversion |
| **Customer Success Team** | Spot upsell-ready accounts and jump in early |
### **Key Steps** [#key-steps]
### 1: Define What a “Good” Lead Looks Like [#1-define-what-a-good-lead-looks-like]
Start by listing behaviors that show intent and value.
For example, in a project management tool:
* Created an account
* Invited 2+ teammates
* Set up a project
* Uploaded files
* Scheduled events
* Completed a task
Pair these with:
* **Activation Rate** – % of key steps completed
* **Health Score** – Level of ongoing engagement
### 2: Track & Engage [#2-track--engage]
* Use Accoil’s thresholds to monitor **activation** and health ie "sales-ready" leads
* Set alerts
* Customize your pitch based on what they’ve done.
### **Step 3: Tailoring strategy by opportunity size** [#step-3-tailoring-strategy-by-opportunity-size]
Think of these as guides—adjust them based on your product and sales cycle.
| **Deal Size** | **When to Engage** |
| ------------- | ------------------ |
| **Small** | 70–100% activated |
| **Mid-size** | 50–80% activated |
| **Large** | 30–50% activated |
***
### **4: Convert with confidence** [#4-convert-with-confidence]
Use product data to guide the conversation.
Show value. Educate where needed. Propose when activation + health are solid.
### **5: Keep improving** [#5-keep-improving]
* Keep an eye on what’s working—and what’s not.
* Refine your PQL criteria with data from wins *and* losses.
* Over time, you’ll build a sharper, more reliable sales engine.
***
### **The main takeaway...** [#the-main-takeaway]
**PQLs aren’t guesses. They’re signals.**
With Accoil, your whole team works from the same playbook—focused on real product behavior, not assumptions.
When everyone sees the same signals, everyone wins.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
* [Tactical Plays](/docs/plays)
# Use cases & workflows
Source: https://docs.accoil.com/docs/use-cases/workflows
End-to-end workflows built on Accoil data.
Use customer health scores as an early warning system, and see what product, marketing, sales, success, and engineering teams do with them.
Spot product-qualified leads by combining activation, feature usage, and health signals, so sales follows up on users showing real intent.
Use activation milestones to see which trial users have hit their aha moment, which ones have stalled, and where conversion effort should go.
# Turning trial users to paying customers
Source: https://docs.accoil.com/docs/use-cases/workflows/turning-trial-users-to-paying-customers
Use activation milestones to see which trial users have hit their aha moment, which ones have stalled, and where conversion effort should go.
### Sound familiar? [#sound-familiar]
These questions ring a bell? You’re not alone. Accoil helps you answer:
What parts of our product hook new users from day one?
* Which parts of our product hook new users from day one?
* What’s getting in the way of users finding value?
* Which features are causing the most excitement?
* Who’s ready to convert—and how do we help them do it?
* What signals show a trial user is ready to subscribe?
* How do we tailor our pitch to show each user the perfect fit?
### In a Nutshell.... [#in-a-nutshell]
Activation matters. It’s the moment users first see the value in your product—and it’s what turns trials into customers.
Accoil tracks activation milestones so your team can help more users get there, faster.
### What's the lowdown? [#whats-the-lowdown]
**Activation** is the **“aha!”** moment—when a user clicks, and the product makes sense. It’s what keeps them coming back.
No activation? No conversion. That’s why it’s critical to know who’s activating, who’s not, and why.
### Who does this help? [#who-does-this-help]
Each team benefits from activation insights:
| **Team** | **How activation insights help** |
| ------------------------- | --------------------------------------------------- |
| **Product Team** | Spot which features drive usage and improve the UX. |
| **Marketing Team** | Target users with benefits that actually resonate. |
| **Sales Team** | Identify high-intent users and tailor outreach. |
| **Customer Success Team** | Steer users toward early wins and reduce churn. |
### Key Steps [#key-steps]
Assuming you’ve got Accoil set up (if not, [here’s how](/docs/getting-started/set-up-accoil)), here’s how to make activation work for you
### **1: Define your activation criteria** [#1-define-your-activation-criteria]
Every product is different. Start by defining what “activation” looks like for yours.
**Example (for a project management tool):**
* Create an account
* Invite at least two teammates
* Set up a project
* Upload files
* Schedule events
* Add and complete tasks
Once defined, add these milestones to Accoil.
### 2: Track progress in Accoil [#2-track-progress-in-accoil]
Accoil shows how users are progressing toward activation.
Key metrics:
* **Activation Rate** – % of trial users who activate
* **Time-to-Activation** – how long it takes
* **Activation by Account Type** – see patterns by segment
Set this up in **Settings > Workspace Settings**. You can track by **Account** or **User**.
[Learn how to set up Activation](/docs/activation/set-up-activation)
### 3: Segment your Activated accounts for greater clarity [#3-segment-your-activated-accounts-for-greater-clarity]
Use segmentation to analyze activated accounts further. Filter by:
* Activation rate
* Account type
* User role
* Engagement trends
[Learn how to use segments](/docs/segments/create-and-manage-segments)
### 4: Deep dive in the Activation tunnel [#4-deep-dive-in-the-activation-tunnel]
Analyze how many users complete key activation steps and identify trends.
**Example Analysis:**
* How many users complete **2 out of 7 activation steps**?
* How many reach **full activation**?
### 5. Bring Insights into Daily Work [#5-bring-insights-into-daily-work]
Put activation data to work across your team:
* Improve product flows based on real user behavior
* Sharpen marketing to speak to what clicks early
* Focus sales on high-intent leads
* Help support guide users toward early wins
Explore different [tactical plays](/docs/plays) based upon Accoil signals received.
### 6. Connect activation data to team workflows [#6-connect-activation-data-to-team-workflows]
Make your data useful by connecting Accoil with:
* **Slack** – Get alerts when key users activate
* **HubSpot** – Trigger outreach at just the right time
* **Intercom** – Send helpful nudges to users who need a hand
[Want help with Connections?](/docs/connections/understanding-connections)
### And finally [#and-finally]
* Activation isn’t a tidy funnel. It’s a flexible, sometimes messy journey. Users don’t always follow a script—and that’s okay.
* Track activation at the **account** level. In B2B SaaS, it’s usually multiple users working together that move the needle.
**Recommended reads:**
* [7 must-have product engagement metrics for B2B SaaS](/docs/use-cases/7-must-have-product-engagement-metrics-for-b2b-saas)
* [Best Practices for Teams](/docs/use-cases/teams)
* [Use Cases & Workflows](/docs/use-cases)
* [Tactical Plays](/docs/plays)