Attributed Critical
0signals
of 20 comms
Communications Health Diagnostic
Pro Nails signed a 3-year, $466,000 deal on July 7, and the relationship has gone quiet since. The customer's last inbound message was July 2 (board approval); as of today that is 37 days of silence, past the 30-day threshold this diagnostic treats as disengagement risk. Nothing has moved on either side — our own last outbound was the July 7 welcome note.
There is no negative sentiment on record to explain the gap (zero attributed critical signals), but there's also no positive sentiment banked, and 10 open threads still carry the customer's last word, one of them the exact item — implementation start date — that Sandra flagged as unresolved before she signed. Reads as a stalled handoff, not a churn signal.
Every one of the 20 comms in this window — and every comm on record for this account, in any window — came through Gmail. Slack, Salesforce, and Jira show zero activity for Pro Nails at any point, not just currently. Meeting content only appears as email recaps of calls, with no separate meeting-platform record to corroborate them.
Zero attributed critical signals fired in the window — no Cancellation, Unhappy, Budget Issue, or Value Issue language from Pro Nails. On its own that reads green. It is not green, because zero positive-signal comms (Happy/Expansion) landed either, which triggers yellow by rule on its own.
The tone throughout is businesslike sales-cycle language — pricing, ROI, contract terms — even in the July 7 signature exchange. There's nothing to worry about here yet, but also nothing to point to if someone asks whether the customer is happy.
Sandra's board-approval note on July 2 is the last inbound message on record. That puts the account at 37 days of inbound silence today, past the 30-day threshold. Our side went quiet too — the July 7 welcome email was the last outbound — so this reads as a mutual stall at the handoff, not one-sided ghosting.
Inbound share over the full window is 60% (12 of 20 threads customer-led), which looks healthy in isolation. No prior-window comparison is available: this is a brand-new account with zero communications before the current 90-day window, so there is no trend to measure against.
Three named contacts appear in the window: Sandra Voss (CFO, economic buyer), Tina McLovin (business/ops sponsor), and Dre Xzbit (technical/integration lead). Tina carries 55% of thread presence (11 of 20), above the 50% concentration line that triggers yellow.
This isn't attrition — there's no prior-period roster to compare against since Pro Nails is a new account, and no one has dropped out. The risk is structural: most of the relationship currently runs through one non-economic-buyer contact.
10 threads in the window are unresolved with the customer's message left last — twice the red threshold of 5. The oldest, a one-line "Quick Question" outreach, has sat 71 days without a closing reply.
Depth isn't the problem — the median of the five longest threads is just 3 messages. This is a closure backlog, not a complexity problem, and per the scoring rule it stays a work item: execution alone cannot push the composite to red.
Action: Have the assigned implementation lead confirm the kickoff date with Sandra Voss and close the start-date thread by end of this week — it is both the oldest customer-facing commercial commitment outstanding and the trigger most likely to end the current silence.
Zero How-To, Slow-Loading, or Confusion signals fired in the window, and no structural blocker (failed authentication, an unfulfilled data-source setup) is evident in the record. Implementation has not started, so there is no product usage for friction to attach to.
Treat this green cautiously — adoption friction typically shows up once implementation and usage begin, which is exactly the phase currently stalled behind the engagement gap above.
Attribution filtering is applied. No attributed critical or positive signals fired in the window, so no exclusions were needed on that front. Several commercial-posture signals fired repeatedly during the sales cycle — Perceived ROI Issue, Pricing Issues — and are excluded from scoring by design, per this project's scope; they describe deal dynamics, not post-sale relationship health.
Thresholds are judgment-set, not calibrated. This v1 uses hand-set cut points. Portfolio percentile anchoring is not yet applied, so treat the colors as directionally sound and not yet comparable across accounts.
Coverage is low. Every comm in this window, and every comm on record for this account at any point, came through Gmail. Salesforce, Slack, and Jira show zero activity. Sentiment, Friction, and Breadth are consequently scored on a single channel with no cross-source corroboration.