Everything Custally does, in one list.
Churn prediction and customer success, a B2B CRM, helpdesk ticketing, project and deal management — plus the AI, automation, reporting, security and hosting underneath all of them. Switch on only what you need.
Customer Success
Custally watches every signal on every account — tickets, escalations, meetings, project delays, payments, renewals — and turns them into a health score with reasons, a renewal forecast and the next best action, so your team saves the account months before it walks.
See the whole customer
- Account 360
- Every ticket, escalation, project, deal, activity, task, contact and file for a customer on one page, with a full timeline.
- 360 cards
- Metric cards at the top of every account, built from any field and assigned by role, group or person.
- RAG status & churn fields
- Red / Amber / Green health, Churn Risk and Churn Reason on every account, editable in bulk.
- Watchlist
- Bookmark the accounts you’re worried about and see them in one place.
Predict
- AI Health Score
- Not just a number — a diagnosis naming the exact factors pulling the account toward churn.
- Renewal Predictor
- A renewal likelihood with the reasoning behind it and what would raise it.
- Escalation Predictor
- Scores open tickets for escalation risk by age, priority, account health and past patterns.
- Customer Insights
- Researches each customer on the open web and turns what it finds into recommended tasks.
Act
- Next Best Action
- Ranked directives for every account, each citing the data behind it, one click to a task.
- Account checklists
- Onboarding, ring-fence or QBR playbooks that create the same tasks on every account.
- Automations
- “When an account turns Red, alert the CSM, create a task and email the manager” — no code.
- Standard activity forms
- Log calls, meetings and notes with outcomes like “Churn risk identified” that feed the score.
Measure
- RAG & Renewals dashboards
- Accounts by health and renewal window, paged and filterable, for the whole book.
- CSAT & NPS
- Survey customers after tickets and track satisfaction next to health.
- Cortex dashboards
- Any metric, any object, Excel-style formulas, assigned to roles — live, not exported.
- CSM leaderboards
- Targets on retention, calls logged or tickets resolved, with points and incentives.
B2B CRM
Accounts, contacts, calls, meetings, emails and tasks on one timeline — with every ticket, project and deal attached. Custally is the CRM your sales, success and support teams all actually open.
Accounts & contacts
- Accounts with custom fields
- Any field you need — text, dropdowns, dates, files, Address fields with a maps link — on any object.
- Contacts & Contact 360
- People at each customer with their own timeline, tickets and activities.
- Visiting-card scan (Cornea)
- In-browser OCR fills the contact form from a photo; images stay on the device.
- Products & Product 360
- A product catalogue, and every account, deal and ticket per product.
Activities & timeline
- Calls, meetings, notes & payments
- Standard forms with outcomes and next steps, logged from any record.
- Microsoft 365 sync
- Outlook mail and calendar, Teams chats and meeting transcripts become activities.
- Unified timeline
- Every event on the account in one feed, filterable by kind and date range.
- Tasks & approvals
- Owned, dated tasks from any record — including approval tasks with Approve / Reject.
Work faster
- Global search (⌘K)
- Find any account, contact, ticket or task from anywhere.
- Quick filters & table defaults
- Saved filter sets, column layouts and frozen columns per object.
- Bulk update & export
- Change hundreds of records at once; export to Excel or PDF.
- Mobile view
- Field-ready screens for accounts, tasks and check-ins on the phone.
Control
- Roles & permissions
- Nine built-in roles, per-object permissions, record ownership and user groups.
- Field-level access
- Hide, mask or make read-only any field per role — in lists, forms, reports, exports and AI.
- Rename everything
- Call accounts “Clients” or deals “Opportunities” — the whole product follows.
- Audit log
- Who changed what and when, with the old and new values.
Ticketing & Helpdesk
Email, customer portal, WhatsApp, Facebook, Instagram, X and Google Reviews land in one queue with SLAs. Agents see the account’s health, projects and renewal next to every ticket — and the Knowledge Base and Support Bot answer the easy ones first.
Channels
- Email mailboxes
- Connect support inboxes; replies thread back, with templates and signatures — send as yourself or a reportee.
- WhatsApp (Kairo)
- WhatsApp Business messages become tickets and conversations in a shared inbox.
- Social channels
- Facebook Messenger and comments, Instagram DMs and mentions, X mentions and DMs.
- Google Reviews
- Reviews from your Google Business Profile, with AI reply drafts and tickets from bad reviews.
Run the queue
- SLAs & business hours
- Response and resolution targets per priority, with owner tasks before a breach.
- Agent availability & timers
- Who’s online, and time tracked on each ticket.
- Parent / child tickets & auto-merge
- Group related tickets; merge duplicates from the same customer across channels.
- Macros & canned responses
- One-click replies and actions for common requests.
Self-service
- Knowledge Base
- Help articles suggested to customers as they type a new ticket.
- Support Bot
- A chat widget for your website and portal that answers from articles and how agents solved past tickets — and raises a ticket when it can’t.
- Customer Portal
- Customers raise, track and reply to tickets and download files.
- Screenshot OCR (Cornea)
- Reads error codes and IDs from screenshots so they’re searchable and match similar tickets.
Quality & insight
- CSAT surveys
- Sent on resolution, results on the ticket, account and dashboards.
- AI replies & summaries
- Drafts from the ticket, account and Knowledge Base; agents edit and send.
- Escalations
- A managed escalation process with owners, status and history.
- Support dashboards
- Volume, response times, SLA breaches and themes — live in Cortex.
Project Management
Run onboarding, implementations and delivery with milestones, owners, effort, delays and scope changes — on the customer’s account, with a portal where the customer follows progress themselves.
Plan
- Projects on the account
- One or more projects per customer, visible on the Account 360.
- Milestone template
- A standard set of milestones on every project, each with its own stage flow.
- People & client POCs
- Owners on your side and contacts on the customer’s side for each milestone.
- Files
- Design documents, sign-offs and training decks kept on the project.
Track
- Delay activities
- How long, the reason category and notes — reported across projects.
- Effort activities
- Hours logged against milestones with notes.
- Scope creep
- Change requests recorded and visible.
- Tasks, notes, calls & meetings
- The standard activity forms, on each milestone.
Govern
- Effort approvals
- Approval tasks for extra effort, raised and followed up by automations.
- Project reports
- Portfolio view of progress, delays and effort.
- Automations
- “When a project goes On Hold, alert the delivery head and create a recovery task.”
- Audit trail
- Every change with before and after values.
Share
- Customer Portal
- Customers see milestones, progress and their own action items — never internal notes or effort.
- Notifications
- In-app, email, Slack and Teams notifications for the team.
- Geofenced site tasks
- Visits checked in at the right address.
- Timeline
- Project events on the account’s timeline for sales and success to see.
Deal Management
A deal pipeline with line items, products, contract files and approvals, where booked deals update the account’s revenue — and targets, leaderboards and incentive payouts are calculated live, without a spreadsheet.
Pipeline
- Deal board
- Drag deals across your own stages, grouped as Open, Won and Lost.
- Line items & products
- Products, quantities and amounts in the deal’s currency.
- Contract & billing details
- Contract file, billing frequency, deal owner and client POC.
- Booked revenue
- Won deals roll into the account’s billing amount (MRR) and revenue collected.
Control
- Deal approvals
- Approval tasks created by automations (e.g. discount over 20% → sales manager), with due dates, reminders and follow-up actions.
- Field-level access
- Hide or mask amounts and margins from roles that shouldn’t see them.
- Audit log
- Every stage and amount change with before and after.
- Automations
- “When a deal over ₹30 L is won, notify finance and create the onboarding project task.”
Motivate
- Targets
- On any metric, hourly to yearly or one-time, for users, accounts and products.
- Leaderboards
- Gamified rankings with points and badges.
- Incentives & payouts
- Slabs or rules, calculated live from the records.
- Leaderboard dashlets
- Put the leaderboard on any dashboard.
Report
- Sales pipeline dashboard
- Pipeline by stage, owner and period.
- Sales reports
- Won, open and lost deals with totals.
- Cortex
- Custom dashboards with formulas and pivots on deals and any other object.
- Export
- Excel and PDF from any list.
AI built into every record.
Bring your own key: Anthropic, OpenAI or Google Gemini. AI answers respect each person’s role and field access.
AI Assistant
Ask about your book in plain English — and ask it to build: reports, automations and functions, from one sentence.
AI ticket replies
Drafts the answer from the ticket, the account and your Knowledge Base. Agents edit and send.
Escalation Predictor
Scores every open ticket for escalation risk so the team fixes it before a customer’s CEO emails yours.
Customer Insights
Researches each customer on the open web — news, leadership changes, competitors — and turns it into tasks.
Support Bot
A chat widget for your website and portal that answers from your Knowledge Base and learns from solved tickets.
Kairo AI for WhatsApp
Reply suggestions inside a shared WhatsApp Business inbox, tied to the right account.
AI Product Manager
Turns feature requests, tickets and escalations into a build list weighted by the revenue asking for it.
Summaries & next steps
Account, ticket and escalation summaries with the next best action — on every record.
Shape it to your process.
Custom fields & objects
Add fields to any object — including Address fields with a maps link — and rename every object to your language.
Forms & form rules
Design every create and edit form. Show, hide, require or default fields by rule — with a log of what each rule did.
Automations
Event, schedule and webhook triggers with branching and AI steps — plus a run log of the input and output of every card.
Approvals
Approval tasks with Approve / Reject — automations decide who approves, when, the deadline, reminders and what happens next.
Custally Functions
When no-code isn’t enough: JavaScript functions you test and publish, called from automations or as secure APIs.
Field-level access
Hide, mask or make read-only any field per role. It applies everywhere: lists, forms, reports, exports and AI.
360 cards & views
Metric cards on Account, User and Product 360 by role or person, plus quick filters and table defaults.
Your brand
Your colours and logo, a white-label custom domain, and a branded customer portal.
Connects to the tools you already use.
Communication
- Microsoft 365 (Outlook, calendar, Teams)
- Slack
- Microsoft Teams
- WhatsApp Business
- Email inboxes
Ticketing
- Jira
- Zendesk
- Freshdesk
- ServiceNow
- Zoho Desk
Social
- Facebook Messenger & comments
- Instagram DMs & mentions
- X mentions & DMs
Data & developer
- REST API & API keys
- Webhooks (in and out)
- Custally Functions
- Google Sheets & Excel in Cortex
- @Custally bot in Teams
Enterprise security on every plan.
Two-layer tenant isolation
- Every query is scoped to your organisation, taken from your verified sign-in — never from the request.
- Row-level security on every table, with a restrictive policy no other rule can widen.
- Even a query missing its filter can only reach your own rows; refusals are logged.
- An automated test signs in as one organisation and tries to read, change and create another’s data in every table.
Encryption & secrets
- Envelope encryption: a fresh AES-256-GCM key per secret, wrapped by a master key.
- Master keys can live in AWS KMS — they never leave it, and every use is audited.
- Secrets are bound to the place they belong, so a copied value doesn’t decrypt elsewhere.
- Encryption fails closed: no key, no write. Files are private and served by short-lived signed links.
Access control
- Nine built-in roles plus per-object permissions, record ownership and user groups.
- Field-level access — hidden, masked or read-only — enforced by the server, in reports, exports and AI too.
- Two-factor authentication with authenticator apps and backup codes.
- Sessions are checked on every request and can be revoked; password resets end old sessions.
Audit & oversight
- Audit log of every change with the old and new values.
- Secrets are scrubbed from audit entries automatically.
- Vendor Support Access is time-limited, logged and revocable.
- Event logs, automation run logs and form-rule logs for every decision the system made.
Hardened edges
- Rate limits on sign-in, password reset and every expensive action, across the whole fleet.
- Webhooks and integrations can’t be pointed at internal networks — checked after DNS and on every redirect.
- Search input is escaped against query injection; CSV exports are protected against formula injection.
- Custom code runs in an isolated sandbox with no access to server internals.
Run it where your data needs to live.
Cloud
Fastest start
Multi-tenant SaaS with two-layer isolation. Sign up and go live this week.
Dedicated database
Isolation by infrastructure
Your organisation on its own database, still on custally.com. Moved with a verified, checkpointed migration.
Private Cloud
Your AWS or Google Cloud
The data plane runs inside your own AWS account or Google Cloud project — your region, your bill. We deploy and operate it.
Bring your own database
Customer-hosted
Connect a database you already run. Connectivity and schema are checked first, and a broken connection fails closed.
Edge front door
The app is served from a global edge network; only API calls travel to the servers.
Autoscaling serverless API
Stateless functions scale with load — no servers to size for peak.
Realtime updates
Lists and records refresh as teammates change them, instead of everyone polling.
Background job workers
Imports, AI, emails and automations run as jobs with retries, backoff and de-duplication.
Bounded by design
Every list is paginated server-side and every dashboard aggregated, so speed doesn’t degrade as your history grows.
Built to a scale standard
Every feature is reviewed against 5,000 → 25,000 → 50,000 active users before it ships.
Stop managing activities.
Start saving customers.
See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.