# Key concepts & glossary **Platform concepts** **AI Health Assessment** The continuous, automatic evaluation Startdeliver runs on every customer. The assessment reads all available signals — product usage, customer feedback, support activity, relationship engagement, goal progress, and more — and produces a plain-language verdict, a summary of what's driving it, a trend line, and a recommended next action. Updated automatically as new data arrives. No manual scoring required. **Assessment status** The plain-language label the AI assigns to each customer based on the current assessment. Common statuses include: Strongly Thriving, Actively Engaged, Neutral, Needs Attention, At Risk. Not a number — a verdict that means something your team can act on. **AI instructions** The standing brief you give the AI about your business, your customers, and your CS motion. Configured in Settings → AI. Applied to every assessment the AI runs. This is what makes the assessment specific to your business rather than generic. **Jecta** The autonomous CS agent built on top of Startdeliver. Jecta reads the AI assessment and acts on it proactively — reaching out to at-risk customers, flagging expansion opportunities, managing Shared Space, and handling routine CS tasks without a human in the loop. Jecta has its own product identity and landing page but is documented and configured inside Startdeliver. **AI Manager** An AI agent that helps CS managers lead, coach, and manage their team — surfacing portfolio-wide patterns, flagging situations that need attention, and providing a factual basis for coaching conversations. *** **Customer data concepts** **Customer** A company or account your team manages in Startdeliver. The term "customer" refers to the organization — not the individual people within it. Each customer has a profile, assigned team members, health signals, projects, goals, and Shared Space. **User** A person from the customer organization who has a seat in your product. Users are tracked for product usage, last seen, and engagement health. The term "user" in Startdeliver always refers to people on the customer side — not your own team members. **Team member** A person on your team with access to Startdeliver. Team members are distinct from users. Types include Admin, Main, Lite, and External Partner, each with configurable permissions. **Stakeholder** A user on the customer side who has been flagged as relationship-critical — decision makers, executive sponsors, champions, or power users. The definition of stakeholder and the role types available are fully configurable to match how your team thinks about customer relationships. **Customer status** The lifecycle stage assigned to a customer — for example Onboarding, Adoption, Engagement, Expansion, Renewal. Configured by your admin to match your customer journey. Used for filtering, reporting, and AI context. **Custom fields** Fields you create to store any data point not covered by Startdeliver's standard fields. Applied to customers, users, or team members. Field types include Text, Number, Date, Boolean, Dropdown, and Dynamic. Custom fields are available across lists, filters, health scoring, automations, and Shared Space. *** **Health concepts** **Product usage health** A per-product health signal measuring how well a customer's users are using your product. Calculated against goals you define — goal types include Unique days, Usage count, Depended count, Unique quota, and Field value. Shows as Good, Fair, or Poor per product. **Experience health** A health signal driven by customer survey responses — NPS, CSAT, and other feedback collected via connected survey tools. Scored on a 0–10 scale. Feeds the AI assessment and flags potential advocates as well as at-risk accounts. **Support health** A health signal based on open, delayed, and resolved support tickets from connected support tools. Bi-directional integration means ticket status stays current in real time. Shows as Good, Fair, or Poor. **Usage type** An individual event your product sends to Startdeliver — for example "Logged in", "Created dashboard", "Exported report". Usage types are attached to products in Settings → Products and are the raw signals that feed product usage health. **Goal** See Customer Goals below. *** **Workspace concepts** **Shared Space** A branded customer collaboration portal that your customers access directly. Contains shared projects, tasks, files, comments, goals, and reports. Accessible via a dedicated URL or embedded in your customer's own tools. Customers log in via email verification — no account setup required. **Project** A structured set of tasks run on or with a customer — onboarding, Business Reviews, renewals, problem resolution, or any recurring workflow. Projects have task boards, conversations, files, and an impact tab. Can be internal or shared with the customer via Shared Space. **Project template** A reusable project structure built once and applied to any customer. Contains tasks with snooze days, a due date, optional automations, and optional Shared Space content. The starting point for standardizing any recurring CS motion. **Customer Goals** Goals set on a customer record that define the business outcomes your customer is trying to achieve — and track progress toward them over time. Goals reflect what your customer sold to their own customers: a CRM company's customer goal might be growing sales; an HR software company's customer goal might be reducing cost-per-hire. Goals can be linked to projects, tasks, usage metrics, and milestones. Shareable with customers in Shared Space. Read by the AI as part of the health assessment. **Success Plan** The combination of a business goal, linked adoption goals, associated projects and tasks, and shared visibility — all structured around delivering a specific outcome for the customer. Success Plans are built using Customer Goals and Shared Space together. **Impact** The reporting and dashboards section of Startdeliver. Contains custom widgets and pre-built dashboard templates including NRR, ARR and MRR movement, and team activity dashboards. **Lists** Saved views of your customer or user portfolio. Each list has its own filters, columns, sort order, and widgets. Lists are shared across the team and can be dynamically filtered — for example, filtered by "Current signed in" so each CSM sees only their own customers. **Interaction** Any communication event between your team and a customer contact — an email, a meeting, a Slack message, a call — synced automatically from connected mail, calendar, and communication tools. Interactions appear in the customer's history and feed the AI assessment as relationship activity. *** **AI & integration concepts** **AI data & context** The structured layer of all data Startdeliver reads about each customer — usage events, revenue data, support tickets, survey responses, emails, meetings, Shared Space activity, custom fields, and more. The quality and completeness of this context determines the quality of the AI assessment. **Usage event** A raw signal sent from your product to Startdeliver via the API or a connected analytics tool. Usage events are the foundation of product usage health. Each event maps to a usage type, which is attached to a product. **Integration** A connection between Startdeliver and an external tool. Integrations bring data into Startdeliver (CRM records, billing data, support tickets, survey responses, usage events, emails, meetings) and in some cases push Startdeliver data back out (bi-directional integrations). Most integrations are configured once and run automatically. **Bi-directional integration** An integration that syncs data in both directions — from the external tool into Startdeliver, and from Startdeliver back into the external tool. Examples: HubSpot, Salesforce, Intercom, Zendesk, Freshdesk, Linear. **Webhook** A real-time sync mechanism available on select integrations (HubSpot, Salesforce). When a record changes in the external tool, a webhook triggers an immediate update in Startdeliver — rather than waiting for the next scheduled sync cycle. *** **Permissions concepts** **Team member type** The role assigned to each team member in Startdeliver, controlling what they can see and do. Default types: Admin, Main, Lite, External Partner. Custom types can be created for any team structure. **Permission rule** A reusable permission configuration applied to one or more team member types. Defines the scope of access — for example, whether a team member can read only their assigned customers or all customers in the portfolio. **Field visibility** A permission-level control that determines which custom fields are visible to a given team member type. 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