> ## Documentation Index > Fetch the complete documentation index at: https://docs.outlit.ai/llms.txt > Use this file to discover all available pages before exploring further. > ## Agent Instructions > Outlit is the product that monitors customers and completes approved customer work. The customer context interfaces are the API, CLI, MCP server, and skills. Canonical references on this site: /api-reference/introduction for API concepts and authentication, /openapi.json for the public API contract, /cli/overview for the CLI, /ai-integrations/mcp for MCP. Prefer the `outlit` CLI or MCP tools for agent tasks; cite page sources when answering. # Catch churn early > End-to-end: from connected sources to a resolved churn case, with a worked example. This guide walks the full loop: the data churn monitoring needs, what fires a case, and how a risk goes from detected to resolved. The example uses a fictional customer to show the steps you take when Outlit opens a churn case. ## What churn monitoring needs Churn cases only exist where Outlit can see enough to judge risk. Three inputs do the heavy lifting: | Input | Source | Powers | | - | - | - | | **Billing status** | Stripe | Which accounts are in scope — monitoring covers **paying** and **past-due** customers | | **Product activity** | PostHog, Mixpanel, or Outlit SDKs | Inactivity, usage drops, metric deviations from baseline | | **Conversations & support** | Gmail, Slack, Granola/Gong/Fireflies, Pylon | Churn language, escalations, stakeholder changes, call sentiment | A Slack destination is optional but recommended; a shared channel helps the team triage cases. **1. Connect the inputs** At minimum: Stripe plus one product-usage source. See [Connect your data](https://docs.outlit.ai/getting-started/connect-data.md) and the [Stripe](https://docs.outlit.ai/integrations/stripe.md) and [PostHog](https://docs.outlit.ai/integrations/posthog.md) guides. **2. Confirm monitoring is active** Open **Responsibilities → Churn**. The status card should read **Monitoring is active** with a customer count. "Reduced coverage" lists exactly what's missing and links to the fix. **3. Optionally set a Slack destination** **Settings → Destinations** → add a Slack channel (requires the Slack connection) and set it as default. Skip this and notifications arrive by email instead — the workspace admin, or the customer owner for case delivery when an owner is set. ## What a case looks like A fictional-but-typical case, for a customer we'll call **Fernline** (`fernline.example`, paying, \~\$24k ARR): 1. Fernline's admin user stops logging in — a 14-day inactivity signal fires, then their only champion's email replies slow. 2. The Churn responsibility investigates: pulls usage, recent tickets, email history, billing state. 3. A case opens in **Attention**: priority **High**, title like *"Engagement dropped after champion went quiet."* 4. The case story shows what changed, with evidence linked to the actual usage series and email thread. ## Working the case **1. Open the case from Attention** Read the assessment top to bottom. Findings carry evidence — excerpts and, where a link exists, a path back to the source (the Slack thread, the ticket, the usage chart). Check it before trusting a surprising conclusion. **2. Choose the approach** Where Outlit proposes one, you'll see a primary approach — for Fernline, something like *re-engage the champion and loop in the admin's manager* — possibly with alternatives. Select the one that fits what you know, or take no approach. Each approach is a set of steps: recommendations for you, and any executable actions. **3. Review the follow-up email** If the plan includes outreach, Outlit drafts the Gmail follow-up. Open **Review email**, edit the draft, approve — only then does it send. Nothing goes out unreviewed. **4. Track steps to completion** The card in Attention shows approach progress (*2 of 4 steps*). Steps are marked off as work lands. **5. Mark resolved — or not** When the situation's handled, **Mark resolved**. If Fernline was only under a watch, that watch can close when the concern passes. Resolve the case when your team has handled it. ## What churn watches are Under **Responsibilities → Churn → Overview**, the **Watching** list shows customers Outlit flagged for a reason — declining usage trend, unresolved ticket — but that haven't crossed into a case. Each entry shows the reason and a confidence level. Think of watches as the layer between "fine" and "a case": where monitoring keeps checking before it asks for a person. ## Troubleshooting > [accordion] No cases ever appear > > Check the monitoring status card first — "not running yet" means no paying/past-due customers are in scope (usually billing hasn't synced). Then confirm a product-activity source is connected: billing alone finds billing problems, not usage declines. > [accordion] Cases arrive without notification > > Check **Settings → Destinations** for a default Slack channel. Without one, notifications go by email to the workspace admin — or the customer owner for case delivery when the account has an owner set. If neither path reaches you, tell your Outlit contact. > [accordion] A case fired on a healthy account > > That happens — monitoring trades on evidence, not certainty. Resolve it with a note; the resolution teaches future review. If it keeps happening on a segment, tell your Outlit contact — signal sensitivity is tuned with you, not self-serve. > [accordion] The evidence link is dead > > The source record may have been deleted, or your source-tool access may not cover it. Review the captured evidence and available source metadata in Outlit; a quote or timestamp is shown only when present and accessible. ## Next steps > [card] [Attention](https://docs.outlit.ai/product/attention.md) > > Queue mechanics and the evidence model > [card] [Find expansion opportunities](https://docs.outlit.ai/guides/expansion.md) > > The flip side: growth inside your base This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.