Customer monitoring agent

The customer monitoring agent analyzes selected customers and produces a health score with supporting context. It helps you spot accounts that need attention because of payment issues, usage changes, support signals, contract risk, weak communication, or expansion potential. The agent benefits from Hyperline’s revenue management context, including contracts, subscriptions, invoices, payments, and usage. This gives the health score a revenue-aware foundation before it is enriched with connected tools such as Gmail, support platforms, meeting tools, and CRM systems, or built-in sources such as public company data. You can use one monitoring agent for your full customer base, or focus it on a specific customer segment such as enterprise customers, customers near renewal, or customers with late payment behavior.

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Where to find it

Go to Customers > Monitoring to create and manage monitoring agents. After an agent has analyzed a customer, the customer page can show:

• A health score card on the customer overview
• The last monitoring date
• A link to the latest analysis
• The monitoring agent assigned to that customer

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What the agent analyzes

The agent combines billing and customer signals across several dimensions: For Contract and valuation, the agent can review the terms and attachments included with signed subscription quotes. It looks for conditions that could increase early churn risk, such as proof-of-concept, pilot, or trial periods; conditional exit or break clauses; termination for convenience; acceptance conditions; and exceptions to minimum commitments. When a signed quote or one of its attachments changes, the agent reviews the latest contract document again during its next analysis. Relevant conditions can appear in the health score reasoning and risk factors. Connected tools can add more context. For example, Gmail and Outlook can add recent customer email threads, support tools can add ticket history, meeting tools can add summaries and transcripts, and CRM tools can add account records, deals, contacts, and notes. These dimensions are analysis angles, not a rigid checklist. Depending on the customer context, the agent can emphasize the most relevant angle, such as payment risk, billing issues, expansion readiness, renewal risk, weak communication, or unresolved support issues.

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How context is used in analysis

During each run, Hyperline pulls the relevant context for each monitored customer from Hyperline and connected tools. The agent uses that context to explain the health score, not just to list recent activity. This helps the analysis connect signals that are often reviewed separately:

• A late invoice can be interpreted with payment history, recent emails, open support threads, and renewal context.
• A usage increase can be checked against CRM deal context and support sentiment to surface possible expansion readiness.
• A usage drop can be compared with recent meetings, email silence, or unresolved support issues to identify churn risk.
• A high-value customer can be prioritized differently when contract size, payment behavior, and relationship activity point in different directions.

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Use cases

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Choose a setup mode

When you create a monitoring agent, choose how much control you want over the analysis. Use Autopilot when you want the agent to start monitoring with minimal setup. Use Advanced when you want to adapt the agent to a specific team workflow or customer segment.

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Create a monitoring agent

1. Go to Customers > Monitoring.
2. Click Create agent.
3. Open the agent and go to the Configuration tab.
4. Choose Autopilot or Advanced.
5. Choose which customers the agent monitors:
   • All customers
   • A specific customer segment
6. Click Save changes.

When you change the monitored customer scope, Hyperline asks you to confirm the assignment changes. This helps prevent accidental changes when a segment includes a large number of customers.

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Fine tune the agent

In Advanced mode, use the configuration tabs to customize how the agent works:

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Configure schedule and scoring

In Advanced mode, use Schedule to decide when the agent runs:

• Automatic: Hyperline monitors customers when relevant events happen, such as new emails, late invoices, or usage changes.
• Fixed schedule: the agent runs at a regular interval that you define.

Use Fine tuning to adjust how strongly each dimension contributes to the health score. For example, you can give more importance to Payment health for collections-focused monitoring, to Usage and engagement for churn-risk monitoring, or to Contract and valuation for expansion and renewal reviews.

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Add context

Use the Context tab to give the agent additional instructions:

• General context: company or customer-base context the agent should know.
• Scoring instructions: guidance for interpreting signals, such as industry-specific thresholds or risk rules.
• Include organisation hierarchy context: include descendant customer context when the agent analyzes a parent customer. This is disabled by default.
• Hierarchy depth: choose whether to include descendants one, two, or three levels below the parent. This setting is available when organisation hierarchy context is enabled.

Keep context concise and operational. The best instructions explain how your team interprets customer risk, not generic business goals.

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Analyze a parent with descendant context

When Include organisation hierarchy context is enabled, the parent analysis can consider billing, usage, communications, risks, and value from descendant customers alongside the parent’s own context. The agent keeps signals attributed to the relevant descendant and its path in the hierarchy. This option changes the context used for customer analysis only. It does not move subscriptions or invoices, combine billing data, or change the invoicing configuration defined through organisation-based billing.

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Enable connectors

Use the Connectors tab to choose which data sources the agent can use. The tab can include CRM, support, meeting, built-in, and custom MCP data sources. Each available data source has a toggle. Third-party connectors appear disabled with Connect to enable until the underlying integration is connected. Built-in sources are available directly in Hyperline. Email context is handled separately. When Gmail or Outlook is connected for users in your workspace, the agent can use recent customer email threads for matching customer domains. These providers can appear in Data sources on an analysis result even though they are not toggled from the agent Connectors tab. Gmail, Outlook, and Google Meet are user-scoped: each teammate connects their own account from Profile > Integrations rather than the workspace-level Settings > Integrations page. Gmail and Google Meet are separate connections, so a user can share their calendar and meetings without sharing their mailbox. See Integrations overview for the full connector catalogue.

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Use Pappers company data

Pappers is a built-in source for French public company data. When you enable Pappers from the agent’s Connectors tab, Hyperline uses the company data available through Pappers to enrich monitoring runs. Hyperline identifies the company from the customer’s Registration number. It accepts a SIREN or SIRET and falls back to a French Tax ID when the registration number is missing or invalid. If these identifiers are missing from a customer linked to an organisation, Hyperline can use the organisation’s details instead. When a company is found, Pappers can add:

• Whether the company is active or has ceased trading
• Active or past collective proceedings, such as safeguard, receivership, or liquidation
• Recently opened or closed establishments
• Recent financial information, including revenue, results, and headcount when available
• Recent public registry events

This context can help the agent detect risks such as a new collective proceeding or opportunities such as a recently opened establishment. If no valid French company identifier is available, the company is not found, or Pappers is temporarily unavailable, the monitoring run continues with the other available sources.

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Configure notifications

Use the Notifications tab to decide when and where the agent can ping your team. You can configure:

• Customer owner: ping the user responsible for the monitored customer.
• Customer followers: ping users following the customer.
• Specific people: always ping selected users.
• Noise control: only notify for findings at or above a selected severity.
• Slack threads: post into a Slack channel when Slack is connected.

For more about customer ownership and followers, see Owner and followers.

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Run the agent manually

You can trigger a manual run from the agent page, or from a customer health score card when a customer has not been monitored yet. When triggering a run, you can:

1. Select one or more customers.
2. Adjust scoring weights for that run.
3. Add one-time context for the analysis.
4. Start the run and open the run detail page.

Manual runs are useful before a customer meeting, upsell review, renewal review, collections follow-up, or board reporting cycle.

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Read analysis results

Each completed analysis can include:

• Overall health score
• Score tier
• Short description
• Reasoning
• Dimension scores
• Positive signals
• Risk factors
• Summary
• Data sources and tools used

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Related

• Customer intelligence overview
• Owner and followers
• Custom usage tracking
• Late payment behavior