# Customer Agent: Retention. See churn coming. Act before it does. ![](/assets/einstein-hats.svg) Customer Agent, moment 02 of 04 # See churn coming. Act before it does. An AI agent that reads usage, sentiment, and engagement signals, then triggers the right intervention inside your product. Quietly. Proactively. [Talk to us about retention→](/en/contact-us/) In their hands ## The save that happens without a call. A customer asks to pause - the moment churn shows up dressed differently. The agent lets them pause cleanly, preserves the data, and offers a return path. No escalation, no save-call, no overhead on your team. ![](/assets/svg/blueprint.svg) ### What the agent does ## Three jobs once the customer is yours. 01 ### Predictive churn signals. The agent flags at-risk accounts from usage drop-off, support sentiment, and engagement patterns. 02 ### Proactive in-app guidance. Notifications and nudges that arrive when the customer needs them, not when marketing schedules them. 03 ### Automated playbooks. Trigger interventions from human-readable instructions. UNLESS keeps the rules legible. No engineering required to update a rule. In your hands ## Watch the curve. Catch the moment. The Monitoring tab is where you tell the agent which signals matter - usage drops, login gaps, feature abandonment. When the curve dips, the agent moves the customer into Retention before anyone in CS sees the dashboard. unless.com/en/dashboard/deploy/retention [![](/assets/svg/icon-light.svg)](/) Dashboard ## Retention 5 signals · retention - ### Churn risk language Active Cancellation intent, comparison shopping, escalating frustration in conversation. 28 live · last 4m ago - ### Pricing pushback Active Customer questions value, asks for discounts, or compares to competitor pricing. 14 live · last 22m ago - ### Reduced usage Active Login frequency or feature use drops below the customer’s 30-day baseline. 9 live · last 1h ago - ### Renewal approaching Active Contract end date within 60 days; surface renewal pricing and account health. 73 live · last 8m ago - ### Competitor mention Draft Named competitor referenced in a customer-facing exchange. Not yet enabled - Add signal From library Customer story > “As a healthcare service prioritizing patient care and privacy, we chose UNLESS as the obvious solution. The impact was immediate: following a seamless integration, patient self-service surged within weeks.” *Umut Mutlu · Knowledge Manager at Zorgdomein* ZorgDomein runs the patient portal that connects healthcare providers and patients across the Netherlands. The agent helps patients self-serve inside the portal, in their own language, without a ticket. [See more customer stories →](/en/customers/) Compliance Customer signals stay in your account. PII is tokenized at the gateway. [See the full trust architecture →](/en/trust/) Cookbook ## Recipes for retention. [![Churn signals and health scores](/_astro/retention-churn-signals-and-health-scores-hero.Do_RH98w_Z18E8Dq.webp) ### Churn signals and health scores Turn conversations and behavior into clear churn signals so teams can act before customers decide to leave.](/en/cookbook/retention/churn-signals-and-health-scores/)[![In-portal task and journey guidance assistant](/_astro/retention-in-portal-task-and-journey-guidance-assistant-hero.ZY-RcHcH_Z1UX69F.webp) ### In-portal task and journey guidance assistant Offer contextual AI help inside your portal so users can complete tasks and understand screens without leaving the page.](/en/cookbook/retention/in-portal-task-and-journey-guidance-assistant/)[![New feature and change explainer copilot](/_astro/retention-new-feature-and-change-explainer-copilot-hero.Bis9O1iA_ZKcuJ4.webp) ### New feature and change explainer copilot Explain product updates and regulatory changes in context so users understand what changed and what they should do next.](/en/cookbook/retention/new-feature-and-change-explainer-copilot/) [View all retention recipes →](/en/cookbook/retention/) All four moments ## Retention is one of four moments. [01 · Customer Agent ### Acquisition Qualify, convert, educate. 24/7. See it →](/en/agent/acquisition/) 02 · You are here ### Retention See churn coming. Act before it does. On this page [03 · Customer Agent ### Expansion Spot the upsell signal the second it appears. See it →](/en/agent/expansion/)[04 · Customer Agent ### Support Resolve, co-pilot, learn from every interaction. See it →](/en/agent/support/) The system behind the moment [See how Deploy carries retention →](/en/engine/deploy/) unless.com/en/dashboard/train/knowledge [![](/assets/svg/icon-light.svg)](/) Dashboard ## Knowledge base 6 sources · knowledge base - Engineering wiki · 1.2k docs Connected - Sales playbook · 348 docs Team only Connected - Team Assistant · 5.8k tickets Connected - Public docs site · 89 pages Syncing - Compliance library · 0 docs Error - Pricing & contracts · Not connected Disconnected ![](/assets/einstein-hats-paper.svg) ## See retention in your portal. Plug in your usage signals. Watch the agent intervene before churn shows up in the forecast. [Talk to us about retention→](/en/contact-us/)[See the system behind it](/en/engine/deploy/)