# Weekly Kustomer churn risk review of your highest value accounts

> Every Monday at 8am, get a ranked top ten of the high value accounts most likely to leave, based on what they actually told support.

- Workflow type: agent
- Services: Kustomer, HubSpot, Slack
- Categories: Customer Support, Sales
- Published: 2026-08-07

## What it does

- Pulls your VIP or high value customer segment every Monday morning and reads everything those customers sent support in the last 14 days
- Scores each account on real warning signs: the same unresolved problem coming back, language that gets more frustrated, talk of cancelling or switching vendors, and tickets left open for days
- Posts a ranked top ten to Slack where every line names the customer, the risk score, a one sentence reason, and the account owner who should chase it
- Files a follow up task on the owner's HubSpot record for anything scored high risk, so the save does not get lost in the channel

## What you'll need

- A Kustomer account, plus some way to identify your VIP or high value customers such as a tag, plan tier, or segment
- A HubSpot login where those customers exist as contacts and account owners are assigned
- A Slack workspace and the channel your customer success team actually reads

## Prompt

Every Monday at 8am, run a churn risk review of our highest value accounts and build it entirely from what those customers actually said to support. Use a weekly cron trigger.

Start in Kustomer with Search Customers, using structured criteria to pull our VIP or high value segment. That might be customers carrying a vip or high-value tag, sitting on our top plan tier, or above a lifetime value threshold, so make the segment definition easy to edit at the top of the workflow. Keep this set deliberately bounded, roughly 50 to 200 customers. Kustomer has no operation that lists conversations across the whole organization, so every conversation read has to fan out from a known customer, and an unbounded segment will exhaust the rate limit before the review finishes. Page through the search results and stop once the segment is complete or a sensible cap is reached.

For each customer in that segment, call Get Conversations by Customer, keep only the conversations created or updated in the last 14 days, then call Get Messages by Conversation on each of those to read the actual thread. Kustomer list endpoints are cursor paginated with a maximum page size of 100, so request full pages and follow the cursor. Rate limits are plan based, somewhere between 300 and 2,000 requests per minute, so pace the fan out, and if a 429 comes back, back off and retry that customer rather than dropping them from the review.

Score each account from 0 to 100 on real risk signals rather than raw ticket volume. The signals that matter are: the same unresolved problem coming back across multiple separate contacts, language that escalates in frustration across the window, any explicit mention of cancelling, not renewing, refunds, or evaluating a competitor, and conversations still sitting open past a few days with no agent reply. Weight explicit cancellation or vendor switching language highest. A customer who contacted support ten times and got a clean resolution every time is not a risk and must not outrank a customer with two angry unresolved threads.

For every account that surfaces, look up the matching record in HubSpot with Search Contacts, matching on the customer's email first and falling back to company or name. Then call List Owners and resolve that contact's owner id to a real person with a name and email. If no HubSpot contact matches, still include the account in the report and mark the owner as unassigned rather than silently dropping it.

Post a ranked top ten to Slack with Send a Message into the customer success channel. One line per account, highest risk first, each line naming the customer, the risk score, a single sentence reason, and the HubSpot owner who should chase it. Keep the reason concrete and grounded in what was actually said, for example "fourth contact in 11 days about the same failed export, now asking how much notice the contract needs", never a generic "shows signs of dissatisfaction". Lead the message with the review date and how many accounts were scanned. If nothing crosses the risk threshold, post a short all clear instead of an empty list.

For any account scored as high risk, also file a HubSpot task with Create Task assigned to that account's owner, so the follow up does not get lost in the channel. Title the task with the customer name and the headline risk, put the one sentence reason plus the relevant Kustomer conversation ids in the body, set the due date two business days out, and set priority to high. Associate the task with the matched contact. Skip task creation when the owner could not be resolved, and say so in the Slack post.

If a customer in the segment had no support contact in the last 14 days, skip them quietly, since silence is not a risk signal on its own here. This workflow only reads from Kustomer and only writes to Slack and HubSpot. It must never send anything to a customer.

## How to customize

- Move the review to a different day or time, for example Friday afternoon so owners can plan the week ahead
- Change which customers count as high value, and widen or narrow the 14 day lookback window
- Set how many accounts make the ranked list, and how high a score has to be before it becomes a HubSpot task

## Example output

Churn risk review, Monday 4 August. Scanned 128 high value accounts over a 14 day window.

1. Northwind Logistics, risk 92. Fourth contact in 11 days about the same failed data export, and the last message asks how much notice their contract needs. Owner: Priya Raman
2. Halcyon Health, risk 84. Two tickets open and untouched for 6 days, tone moved from patient to "this is becoming unworkable". Owner: Dan Okafor
3. Bluepeak Retail, risk 79. Asked directly how we compare to a competitor after a billing dispute went unresolved. Owner: Priya Raman
4. Vantage Freight, risk 61. Three separate reports of the same sync failure, all resolved, but resolution took over a week each time. Owner: Marcus Lee

HubSpot tasks filed for the 3 accounts scoring above 75.

## FAQ

### Which customers does this actually look at?

Only the segment you point it at, usually your VIP or high value customers. It finds that group in Kustomer first, then reads support history for each one. Keeping the group bounded, say your top 50 to 200 accounts, keeps the review fast and well inside Kustomer's usage limits.

### Do my customers need to be tagged as VIP in Kustomer already?

You need some way to identify the group, but it does not have to be a tag. Any searchable trait works, such as a plan tier, a lifetime value field, a segment, or a custom attribute. If you have nothing like that yet, adding a simple tag to your top accounts is the fastest way to get started.

### Will it message my customers or reply to their tickets?

No. It only reads support conversations. The only things it writes are a Slack message to your team and, for the highest risk accounts, a follow up task in HubSpot.

### What happens if an account is not in HubSpot?

It still appears in the Monday list, marked as having no owner, so you can decide who picks it up. Only accounts with a resolved owner get a HubSpot task, so nothing gets assigned to nobody.

### What counts as a churn risk signal?

Repeat contacts about the same unresolved problem, a tone that gets more frustrated over time, any mention of cancelling, not renewing, or looking at a competitor, and conversations left open for days. A customer who contacts you often but gets answered every time will not rank highly, which is rather the point.

Use this prompt in General Input: https://www.generalinput.com/prompts/weekly-kustomer-churn-risk-review-of-your-highest-value-accounts