Customer Status

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:

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⚠️ 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

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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.