How to Use ChAi

This section is your practical, day-to-day guide to working in ChAi.

Navigating ChAi: Today screen, customer list, and risk breakdown at a glance

When you log in, you'll land on the Today screen — your starting point for every session in ChAi.

From here, you can:

• See your highest-risk customers surfaced at the top, so you know where to look first
• Open the customer list to browse or search all your customers
• Click into any customer to see their risk breakdown — the "Why this customer is at risk" panel — showing the specific factors behind their score

Think of the Today screen as your entry point, the customer list as your full view, and the risk breakdown as your drill-down for any individual customer.

For more detail on how risk scores are calculated, see Understanding Your Risk Scores.

How to use ChAi as part of your daily routine

A simple routine for getting the most out of ChAi without it becoming another dashboard you have to remember to check:

• Start on the Today screen. Check who's newly flagged as high-risk since you last looked in.
• Review any new alerts — payment failure signals or significant changes in a customer's risk score.
• Open the risk breakdown for your top 2–3 highest-risk customers and decide on next steps.
• On Mondays, start with your Monday digest instead — it's built to summarize the week ahead in one place.
• Use Ask ChAi whenever you have a specific question about a customer or trend that isn't immediately obvious from the screens above.

This routine takes a few minutes once it's a habit, and it's designed to make sure nothing at-risk slips through unnoticed.

Acting on a high-risk customer: what to check and where to go next

When a customer is flagged as high-risk, here's how to work through it in ChAi:

1. Open their risk breakdown to see exactly what's driving the score — this is your "why," not just your "what."
2. Check for recent changes — has something shifted recently (engagement, payment status, support activity) that explains the flag?
3. Use Ask ChAi if you want to dig further into a specific pattern or compare this customer to similar ones.
4. Decide on your next step based on what you're seeing — ChAi surfaces the risk and the reasons behind it; deciding how to reach out and what to say is down to your judgment and relationship with the customer.

ChAi tells you who's at risk and why — it doesn't script what to say. That part is on you.

Reviewing your Monday digest and prioritizing your week

Your Monday digest is delivered to give you a running-start view of the week: who's newly at risk, what's changed since last week, and what needs attention first.

Use it as your weekly planning tool:

1. Skim the digest first thing Monday, before diving into the Today screen
2. Use it to prioritize which customers to check in on this week
3. Come back to individual risk breakdowns in the app for the full detail behind anything the digest flags

Responding to payment failure signals

Payment failures are one of the clearest early warning signs of churn, so ChAi surfaces them as a distinct signal rather than burying them in general risk scoring.

When you see a payment failure signal:

• Check the customer's risk breakdown to see if this is an isolated issue or part of a broader pattern
• Treat it as a priority — payment issues often need faster follow-up than other risk signals
• Use your own billing/payment recovery process to resolve the failure itself; ChAi's role is to flag it early, not to process payments

Using Ask ChAi day to day: good questions to ask

Ask ChAi is built for digging into specifics that aren't immediately obvious from the Today screen or a single risk breakdown. Good day-to-day uses include:

• Asking about patterns across a group of customers, not just one
• Asking follow-up questions after reviewing a risk breakdown, to understand more context
• Asking about trends over time, rather than a single snapshot

Keeping your business profile up to date as your business changes

Your business profile gives ChAi the industry context behind your risk scoring, so it's worth revisiting if your business changes materially — a new service line, a shift in how you retain customers, or a change in your typical customer lifecycle.

Keeping this current helps ChAi's scoring stay relevant to how your business actually works today, not just how it worked when you first set up.