Service Intelligence
Service Intelligence
Service Intelligence watches your customer history and surfaces signals when a customer is due for action. You'll see these signals on the customer's Overview panel and in the Growth Tools → Outreach dashboard.
Requirements
- Service Intelligence must be enabled on your plan.
- You need the marketing.intelligence.view permission to see signals, and marketing.intelligence.manage to create campaigns and dismiss signals.
Signal types
Due to Rebook
The customer is past their usual service cadence. The system calculates average time between completed jobs for each service and flags customers who are overdue by more than 20%.
- Priority: High if significantly overdue (overdue period exceeds the normal cadence), otherwise Medium.
- What to do: Send a rebook campaign or schedule their next visit.
Seasonal
A service the customer booked at the same time last year hasn't been scheduled yet. Fires during the same calendar month as the historical service.
- Priority: Medium.
- What to do: Reach out with a seasonal reminder or campaign.
Win-Back
The customer booked a service roughly a year ago but has had no activity in the last 90 days. These are customers at risk of churning.
- Priority: Medium.
- What to do: Send a win-back campaign with an incentive or check-in message.
Service Decay
The customer's service frequency has dropped significantly. Requires at least 4 completed jobs, and the most recent gap must be at least twice the historical median gap.
- Priority: High.
- What to do: Investigate why frequency dropped and reach out proactively.
Signal states
Each signal moves through these states:
- Open — active and waiting for attention. Shown in queues and badge counts.
- Actioned — a campaign was sent to this customer for this signal. Set automatically when a campaign SMS is delivered successfully.
- Dismissed — manually cleared by a team member without sending a campaign.
- Expired — the signal was open for more than 60 days without action and was automatically cleared.
Dismissed and actioned signals are preserved even when the nightly run recomputes — they won't reappear as open.
Where to find signals
- Customer Overview — open signals for that customer appear on their detail page.
- Growth Tools → Outreach — a unified queue of all open signals (rebook, seasonal, win-back, decay), filterable by type. Draft and send campaigns from the same page.
- Growth Tools → Customer Value — Customer Value lists LTV tiers with open signal counts per customer for prioritizing outreach.
Working with signals
Sending a campaign
- Go to Growth Tools → Outreach.
- Use the filter pills to narrow by signal type (optional).
- Select one or more signals using the checkboxes.
- Click Draft campaign.
- Review the campaign title and message template. The message must include
{link}— this is replaced with a link to a draft estimate for each customer. - Save the draft and review the recipient list on the campaign detail page.
- Click Send. Each recipient receives an SMS with a personalized estimate link.
After sending, you'll see a summary: how many were delivered, failed, or skipped (no phone number on file).
Dismissing signals
Select signals and click Dismiss selected to clear them without sending a campaign. Use this for signals that aren't actionable (e.g. customer already contacted through another channel).
Running a manual analysis
Signals are recomputed every night automatically. To refresh them immediately, click Run analysis on the Outreach page. This recalculates LTV tiers and signal types without waiting for the nightly job.
Tips
- Check the rebook queue weekly to catch overdue customers before they churn.
- Win-back signals at the one-year mark are your best chance to re-engage lapsed customers — the seasonal memory is still fresh.
- Use the Customer Value view to prioritize high-LTV customers when you have limited outreach capacity.
- Campaign SMS messages include a link to a draft estimate, so customers can approve and schedule in one step.
Related
Was this article helpful?