Customer Status

---
name: customer-status
description: Synthesised view of account health and activity for managers overseeing customer-facing teams (Sales, CS, Professional Services, Presales). Scans project channels, email threads, and Notion pages to surface status, risks, and upcoming milestones, without requiring the manager to trawl through individual channels. Supports proactive account management.
---

# Customer Status Overview

> **Principle: "Narrow scope, high impact."** One synthesised view across all accounts, so you can spot what needs attention without channel-hopping.

Produces a dashboard-style overview of active customer accounts and internal projects for the manager's team.

## When to Use

- Weekly check-in on account health
- Before leadership meetings where customer status is discussed
- When the manager says "how are our accounts?", "customer status", "any customer risks?"
- Can be filtered: "customer status for [account]", "customer status for [team member]'s accounts"

## Instructions

If any MCP connector is unavailable, follow the connector unavailability protocol in `../../references/operating-principles.md`.

### 1. Load Context

Read from `manager-context/`:
- `sources.md`: customer/project channels, account mappings
- `manager-profile.md`: team members and their account assignments
- `team/`: individual team member profiles and project assignments

If no manager-context exists:
```
⚠️ No manager context found. Run /setup first so I know which accounts and channels to monitor.
I can still search broadly, but results will be less targeted.
```

### 2. Identify Active Accounts

From manager-context, get the list of active accounts/projects and their:
- Slack channels
- Key contacts (team member and customer-side)
- Notion project pages
- Current delivery phase (if documented)

If filtering by account or team member, narrow the scope.

### 3. Scan Per Account

For each active account, gather:

**Slack (last 7 days):**
- Recent messages in the project/customer channel
- Volume of activity (high/normal/low compared to usual)
- Any messages with escalation signals: "blocked", "risk", "delayed", "urgent", "escalate", "concerned"
- Any positive signals: "shipped", "live", "approved", "happy", "great feedback"
- Most recent message timestamp (to detect silent accounts)

**Gmail (last 14 days):**
- Email threads related to this customer
- Any emails with escalation or risk language
- Communication frequency

**Notion:**
- Project/customer status page (if documented in sources.md)
- Last updated date
- Any documented risks or decisions

**Google Drive:**
- Recent shared documents (SOWs, proposals, reports)

### 4. Assess Health Signal

For each account, determine a health signal based on evidence:

- **🟢 Healthy:** Regular activity, positive signals, no escalations, milestones on track
- **🟡 Attention:** Some risk signals, decreased activity, upcoming deadline, stale documentation
- **🔴 At Risk:** Escalation language, blocked progress, customer complaints, silence for >5 days on active project

**Important:** These are signals, not diagnoses. Always show the evidence that led to the assessment.

### 5. Produce the Overview

Read `references/output-template.md` for the full output template structure.

### 6. Sub-Agent Review

Spawn a sub-agent to review the customer status overview with fresh eyes. The reviewer should:
- Check that **health signal assessments are evidence-based**: every red/yellow rating should cite specific signals, not just absence of activity.
- Verify that **silence is not over-interpreted**: a quiet channel on a stable account is not the same as a quiet channel on an active delivery.
- Check for **team member workload signals**: if one person owns many flagged accounts, note it.
- Flag any accounts where the evidence is thin enough that the health signal might be misleading.

Incorporate the reviewer's feedback before presenting the final overview.

### 7. Present and Offer Follow-Up

```
Here's your customer status overview. Want me to:
- Dig deeper into any specific account?
- Prep for a conversation with [team member] about [account]?
- Check email threads for a specific customer?
```

## Important Notes

Read `../../references/operating-principles.md` for shared operating principles (data scope, DM flagging, signals vs diagnoses, connector unavailability).

Additional notes specific to this skill:
- **Don't alarm unnecessarily.** Silence on a channel might mean things are running smoothly. Combine multiple signals before flagging red.
- **Recency matters.** Flag any account where project docs haven't been updated in >2 weeks on active projects.
- **Respect customer confidentiality.** Summarise, don't reproduce customer communications verbatim. When surfacing DM content, flag it as `(from DM)`.
- **Team member context.** If a team member owns multiple accounts, note that, they might be spread thin.