Automated Custify NPS Detractor Save Plays
Every morning, WebRun opens Custify, finds accounts that returned a detractor NPS score in the last day, reads each one's health, open tickets, and recent usage, drafts a personal save-play outreach in Gmail for the CSM to review, and alerts the owning CSM in Slack so an unhappy customer hears from a human the same day.
How do I follow up with NPS detractors quickly?
Every morning, WebRun finds accounts in Custify that returned a detractor NPS score in the last day, reads each one's health, open tickets, and recent usage, and drafts a personal save-play email in Gmail for the CSM to review. It alerts the owning CSM in Slack, so an unhappy customer hears from a human the same day, not weeks later.
- Detractors get a human reply the same day, not weeks later
- Each save-play references the specific friction found
- Outreach is drafted, then reviewed and sent by a human
Built for customer success teams · CSMs · account managers · SaaS companies
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
app.custify.comin a real browser with your saved login - no setup, no API keys. -
1
Custify - find new detractors
custify.com
WebRun opens Custify to find fresh NPS detractors. - Open Custify and find accounts that submitted a detractor NPS score in the last day
- For each, read the health score, open tickets, and recent usage drop
- Capture the score, any written comment, and the owning CSM
Done when Every new detractor has its score, context, and owner captured.
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2
Gmail - draft the save-play
gmail.com
WebRun drafts a personal save-play email per detractor. - Draft a personal, non-defensive save-play email acknowledging the feedback
- Reference the specific friction so the customer feels heard, and offer a concrete next step
- Leave every email as a draft for the CSM to review. Never send automatically
Done when A save-play outreach draft is ready for each detractor.
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3
Slack - alert the owning CSM
slack.com
WebRun alerts the owning CSM about each new detractor. - Alert the owning CSM about each new detractor with the score and the likely cause
- Put the lowest scores and highest-value accounts first
- @-mention the owner so the save-play draft gets reviewed and sent the same day
Done when Each owning CSM has a detractor alert in Slack.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it email unhappy customers without me?
No. Every save-play email is left as a Gmail draft for the owning CSM to review and send. WebRun finds the detractor, gathers the context, and writes the first draft. A person decides how to make it right, which is exactly when a human touch matters most.
How fast does it catch a detractor?
It checks Custify every morning for NPS scores submitted in the last day, so a detractor is surfaced within roughly a day of responding, while the experience is still fresh and a save attempt can still land.
What does the save-play draft say?
A personal, non-defensive note that acknowledges the specific feedback, references the friction WebRun found in Custify, and offers a concrete next step, so the customer feels heard rather than surveyed and ignored.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.