A customer's latest emails and meetings, instantly
One glance shows a customer's open items and, once a mail or meeting source is connected, the last five conversations from Gmail, Outlook or Teams.
Live in partWhat does Customer 360 + Signals do? Context before every call without copying emails into the system, and without exposing whole inboxes to AI.
How it works
The customer panel brings together their details, open items and last five conversations from your connected email, meeting and drive accounts. Each lookup covers one customer and depends on the person's role, so nobody can pull in a whole mailbox. The credit cost shows before you click. Results are kept for 24 hours, then cut down to summaries.
Whole mailboxes are never pulled in; every lookup covers one customer at a time.
Step by step
Here is how a salesperson or collections executive uses it before a call. An administrator has connected the mail or meeting source once, in advance.
- Open the customer. Type the customer's code or ID in Customer 360 and press Search. If nothing matches, the screen says so in red.
- The profile loads from Kinnow's own records. You see the health score, what is outstanding and overdue, when they last ordered, and the reasons they may be at risk. None of this needs a mailbox.
- The Last 5 conversations panel loads on its own. It asks the connected Gmail, Outlook or Teams for the latest conversations with this one customer. If no source is connected it stays empty without breaking the page.
- The cost is shown before you click. The retrieval has a cost shown up front, and an access toggle per customer lets an administrator turn the panel off for them.
- The result is kept briefly. Message content is held for 24 hours, then cut down to a summary and a link back. Every lookup is logged.
- Go on to the tabs. Activities, Orders, Payments, Outstanding, Leads and Documents show the rest of the relationship, each with a count.
Pick a customer you speak to often and we will show their panel on a test mailbox.
What you see on screen
The screen is Customer 360 in the CRM area.
| Where | What you see |
|---|---|
| Header | The customer's name and code, a churn risk badge (Low, Medium, High or Critical) and, if they have gone quiet, a Dormant badge showing the days since their last activity. |
| Overall health | One percentage, with a breakdown into three bars: payment, order frequency and engagement. |
| Outstanding, Overdue, Last order | The amount owed, the part of it past due (in red, with how late), and how many days ago they last ordered, with the date. |
| Churn risk reasons | A short list of specific reasons, so you know what to address. |
| Last 5 conversations | The latest five from your connected sources, for this customer only. |
| Relationships and tabs | A map of linked orders, payments, invoices, leads and activities, and tabs for each. |
Who uses it
People who talk to customers.
| Who | When | What they do |
|---|---|---|
| Salesperson | Just before a call or visit | Reads the last conversations and open items. |
| Collections executive | Before a payment reminder | Checks what was last said and what is overdue. |
| Account manager | At a handover or review | Sees health, risk reasons and the recent history in one place. |
| Sales manager | Weekly | Looks for Dormant and High risk customers in their team. |
Ask us to show Customer 360 for one of your own customer codes.
Related
- Email, drives and meetings, linked to records: how the connections and privacy rules work.
- Everything known about a customer, one page: decisions and conversations on the record.
- Collections agent: reminders that grow firmer as days pass.
- Sell: orders, invoices and the customer record.
Questions
What is Customer 360 + Signals in Kinnow?
One glance shows a customer's open items and, once a mail or meeting source is connected, the last five conversations from Gmail, Outlook or Teams.
What changes for the business?
Context before every call without copying emails into the system, and without exposing whole inboxes to AI.
Is it available today?
It is live in part: the core is built and parts are completing with early customers.
Where does the health score come from?
It is worked out from payment behaviour, order frequency and engagement, and the screen shows the three parts as separate bars so you can see what is driving it.
Can I turn this off for one customer?
Yes. An administrator can revoke access to a single customer's data without disconnecting the whole mail or meeting source.
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