First DistroFirstDistro
Back to Documentation
guides

Alerts and notifications

Configure alerts for at-risk customers and understand how the alert system works.

Last Updated: November 19, 2025

Overview

Customer Insights automatically generates alerts when customers show signs of churn risk or reach important milestones. Alerts appear in your dashboard and help you prioritize which customers need attention.

Types of alerts

Priority alerts

Priority alerts appear in the Priorities section of your Customer Insights dashboard. These indicate customers that need immediate attention.

Risk-based priorities

  • Low health score - Customer health score drops below threshold
  • Declining engagement - Engagement trend is declining
  • No recent activity - No events tracked in last 7+ days
  • Feature adoption stalled - Customer stopped using key features

Milestone-based priorities

  • New customer - Recently onboarded account
  • Milestone reached - Customer completed important milestone
  • Account growth - New users added to account
  • Feature discovery - Customer started using new feature

New alerts badge

The New Alerts badge shows the count of customers with new priority alerts that you haven't reviewed yet.

How alerts work

Automatic detection

Alerts are generated automatically based on:

  1. Health score thresholds - Scores below certain levels trigger alerts
  2. Trend analysis - Declining trends trigger alerts
  3. Event patterns - Unusual patterns trigger alerts
  4. Milestone events - Important milestones trigger alerts

Alert generation

  1. Health scores calculated hourly via cron job
  2. Risk factors analyzed for each customer
  3. Alerts generated for customers meeting criteria
  4. Priorities updated in dashboard
  5. Badge count updated for new alerts

Viewing alerts

In dashboard

  1. Navigate to Customer Insights dashboard
  2. Check New Alerts badge count (top right)
  3. View Priorities section for all priority alerts
  4. Click customer card to see details

Customer detail modal

  1. Click any customer in the customer table
  2. View Risk Factors card for specific alerts
  3. See AI Recommendations for suggested actions
  4. Review Activity Timeline for context

Managing alerts

Dismissing milestones

Some priority alerts are milestone-based and can be dismissed:

  1. Click "Dismiss" button on milestone priority card
  2. Milestone is marked as reviewed
  3. Priority card disappears from priorities section
  4. Customer remains in dashboard for monitoring

Note: Risk-based priorities cannot be dismissed - they persist until the risk is resolved.

Marking as reviewed

  • Viewing a customer detail modal marks alerts as reviewed
  • New alerts badge count decreases
  • Customer remains in priorities until risk resolved

Alert criteria

Low health score alert

Triggered when:

  • Health score < 40 (Critical)
  • Health score < 60 (At-Risk) for 3+ consecutive days

Action: Generate email draft, schedule check-in call

Declining engagement alert

Triggered when:

  • Engagement trend is declining
  • Event frequency decreased by 50%+ week-over-week
  • No events in last 7 days

Action: Re-engagement campaign, feature education

No recent activity alert

Triggered when:

  • No events tracked in last 7 days
  • Account appears inactive

Action: Win-back email, account health check

Milestone alert

Triggered when:

  • Customer completes onboarding
  • Customer reaches usage milestone
  • Customer adds new users
  • Customer discovers new feature

Action: Celebrate milestone, offer next steps

Best practices

Regular review

  • Check New Alerts badge daily
  • Review Priorities section weekly
  • Follow up on at-risk customers promptly

Proactive outreach

  • Use Email Draft feature for at-risk customers
  • Personalize outreach based on risk factors
  • Offer help and resources

Track outcomes

  • Monitor health score trends after outreach
  • Track which actions improve scores
  • Refine outreach strategies

Email draft integration

Customer Insights includes AI-powered email draft generation:

  1. Click customer in dashboard
  2. Click "Generate Email Draft" button
  3. Select tone (Professional, Friendly, Urgent)
  4. Review and edit draft
  5. Send via your email client

Email drafts are personalized based on:

  • Customer health score and trends
  • Risk factors identified
  • Recent activity patterns
  • Account details and history

Alert configuration

Currently, alerts are automatically configured with sensible defaults. Future updates will allow:

  • Custom health score thresholds
  • Alert frequency settings
  • Notification preferences
  • Integration with external tools

Troubleshooting

Not receiving alerts?

  • Ensure Customer Insights is enabled
  • Verify events are being tracked
  • Check that FirstDistro.group() is being called
  • Confirm health scores are calculating (check dashboard)

Too many alerts?

  • Review alert criteria
  • Focus on highest priority customers first
  • Dismiss milestone alerts after reviewing
  • Health scores will improve as customers re-engage

Alerts not updating?

  • Health scores update hourly
  • Refresh dashboard to see latest alerts
  • Check for any error messages

Related documentation

Support

Questions about alerts? Email us at jide@firstdistro.com or visit the Dashboard.

All Documentation