Ic internal notifier

Internal Notifier

Automates internal notifications when account events occur. Keeps cross-functional teams informed without CSM manual effort. Part of the Internal Coordination pillar.

This is an event-driven notification skill. It sends structured updates to defined recipients when specific triggers fire. It does not make decisions about what to communicate -- it executes a notification ruleset.

When to Run

• Event-driven: Fires when a defined trigger condition is met (from any pillar skill)
• Scheduled: Daily digest of account status changes for configured recipients
• On-demand: When a CSM requests a manual notification to a specific internal audience

Core Execution Logic

Step 1: Monitor Event Streams

Listen for events from all pillar skills:

Event Source	Events Monitored
bi-health-score	Score drops below threshold, rapid decline, band change
bi-risk-detector	New risk signal, signal escalation, signal cluster
bi-expansion-detector	New expansion signal surfaced
bi-competitive-intel	Competitive signal detected
ra-stakeholder-change-detector	Champion departure, executive change, new hire
lo-renewal-manager	Renewal risk classification change
lo-sla-monitor	Commitment at risk of breach, commitment breached
lo-milestone-tracker	Milestone missed, milestone achieved ahead of schedule
lo-onboarding-orchestrator	Onboarding delay, onboarding complete
ic-escalation-router	Escalation status change, escalation stalled
Support platform	P1 ticket opened, ticket SLA breached
CRM	Account churned, account renewed, expansion closed

Step 2: Match Against Notification Rules

Each event maps to a notification rule that defines recipient, channel, urgency, and content:

Event	Recipient	Channel	Urgency	Content Template
Health below 65	CSM manager	Slack	Same day	"[Account] health dropped to [score] (was [prior]). Driver: [top risk driver]. CSM: [name]"
Health rapid decline (>10pts/7d)	CSM + manager	Slack	Immediate	"[Account] health declined [X] points in 7 days. Current: [score]. Investigate today"
Renewal reclassified to At Risk/Critical	CS leadership + CRO	Slack + email	Same day	"[Account] renewal now [classification]. ARR: [amount]. Days to renewal: [days]. Top risk: [factor]"
Champion departure	CSM + manager	Slack	Immediate	"Champion departure: [contact name] ([role]) at [account]. ARR: [amount]. Action needed: identify replacement"
Competitive signal	CSM + manager	Slack	Immediate	"Competitive signal at [account]: [signal type]. Evidence: [summary]. CSM to assess and respond"
P1 ticket opened	CSM	Slack	Immediate	"P1 ticket [ID] opened for [account]: [issue summary]"
Expansion signal	CSM + sales partner	Email	This week	"Expansion opportunity at [account]: [signal type]. Estimated value: [amount]. Review in weekly pipeline"
Commitment at risk	Commitment owner + CSM	Slack	Same day	"Commitment to [account] due in [days]: [description]. Owner: [name]"
Account churned	CS leadership + CRO	Email	Same day	"[Account] churned. ARR lost: [amount]. Primary cause: [reason]. Post-mortem to follow"
Account renewed	CS leadership	Email (digest)	Weekly	"[Account] renewed. ARR retained: [amount]. Expansion: [if any]"
Milestone missed	CSM	Slack	Same day	"[Account] milestone overdue: [milestone name] by [days] days"
Escalation stalled	CSM + manager	Slack	Same day	"Escalation [ID] for [account] stalled [days] days. Owner: [name]. No progress since [date]"

Step 3: Format and Deliver

Slack notifications (immediate and same-day):

• Maximum 4 lines
• First line: event type and account name (bold)
• Second line: key data point
• Third line: action or urgency indicator
• Fourth line: who should act

Email notifications (weekly digest):

• Subject: "CS Weekly Digest: [date range]"
• Body: grouped by category (renewals, health changes, expansions, escalations)
• Each item: one line with account, event, and status

Formatting rules:

• Never use passive voice in notifications ("Health dropped" not "Health was observed to have dropped")
• Always include the account name, the data point, and who should act
• Always include a link to the full account brief or the relevant CRM record if platform supports it

Step 4: Deduplicate and Manage Fatigue

Deduplication rules:

• Same event, same account, within 24 hours: do not re-notify. Include in daily digest instead
• Related events on the same account (e.g., health decline + usage decline): consolidate into a single notification noting both signals
• Persistent conditions (health below 65 for multiple days): notify once on first detection, then include in daily digest only

Suppression:

• Recipients can mute specific notification types (managed in notification preferences)
• CSMs on PTO: hold non-critical notifications until they return; route critical notifications to their backup
• Weekends and holidays: batch all non-immediate notifications for delivery Monday morning

Step 5: Log and Track

For each notification:

• Log: timestamp, event, recipient, channel, content
• Track: was it acknowledged? (For Slack: was it read? For email: was it opened? If platform supports this)
• Report: weekly notification volume per recipient, acknowledgement rate, most common event types

Output Format

Individual Slack notification:

🔴 Risk Alert: Acme Corp
Health score dropped to 58 (was 72 last week). Primary driver: support ticket volume 3x segment average.
Action: CSM review recommended today.
Owner: Jane Doe

Daily digest:

{
  "digest_date": "2026-03-10",
  "recipient": "[email protected]",
  "items": [
    { "account": "Acme Corp", "event": "health_below_65", "detail": "Score 58, declining. Driver: support", "urgency": "same_day" },
    { "account": "Beta Inc", "event": "milestone_missed", "detail": "Onboarding config 3 days overdue", "urgency": "this_week" },
    { "account": "Gamma Corp", "event": "expansion_signal", "detail": "Licence utilisation 91% for 30 days", "urgency": "this_week" }
  ],
  "summary": "1 urgent, 2 this week. 0 escalations pending."
}

Weekly notification report (for CS Ops):

{
  "week_of": "2026-03-10",
  "total_notifications_sent": 47,
  "by_channel": { "slack_immediate": 12, "slack_same_day": 18, "email_digest": 17 },
  "by_event_type": { "health_alerts": 8, "risk_signals": 5, "milestones": 6, "escalations": 3, "renewals": 4, "other": 21 },
  "suppressed": 6,
  "acknowledgement_rate": 0.82,
  "busiest_recipient": "jane.doe (14 notifications)",
  "fatigue_risk": ["jane.doe -- 14 notifications this week, up from 8 last week"]
}

Handoff to Human

This skill is fire-and-forget for the notification itself. Human decisions happen after delivery:

• CSM decides how to respond to each alert
• Manager decides whether to intervene or let the CSM handle it
• Leadership decides whether to redirect resources based on aggregate signals
• CS Ops tunes the notification rules based on the weekly report (too many? too few? wrong thresholds?)

Confidence and Limitations

• High confidence for event detection and notification delivery -- rule-based triggers with structured output from verified data sources
• High confidence for deduplication -- timestamp-based logic with defined windows
• Medium confidence for notification relevance -- the rules define when to notify, but not every notification warrants action. Some are informational. The recipient must triage
• Cannot assess whether a notification was acted on (only whether it was delivered and, if platform supports, read)
• Notification fatigue is the primary risk. If a CSM receives 15+ notifications per day, they will start ignoring all of them. The weekly report tracks volume per recipient specifically to detect this
• Cannot route to the right person if CRM ownership data is stale (e.g., account reassigned but CRM not updated)
• Daily digest consolidation may delay awareness of related signals that individually are not urgent but collectively signal a pattern

Dependencies

Required:

• Slack or email integration (notification delivery)
• Event streams from all pillar skills (notification sources)

Strongly recommended:

• All Book Intelligence skills (primary event sources)
• All Lifecycle Orchestration skills (workflow event sources)
• CRM API (account ownership for recipient routing)

Downstream consumers:

• CSMs, managers, and leadership (notification recipients)
• CS Ops (weekly notification report for rule tuning)

References

• references/notification-rules.md -- Complete rule table, deduplication logic, suppression policies, and digest formatting