Documentation

Welcome to Jungwell. Getting started takes less than ten minutes. After creating your account, you will land on the dashboard where you can see your portfolio overview. The first step is to import your customer data. You can upload a CSV file with your account list or connect directly to your CRM. Jungwell will automatically create customer profiles and begin tracking basic metrics.

Once your customers are imported, you will want to set up your first journey map. Navigate to the Journeys section and choose from our pre-built templates (Onboarding, Adoption, Renewal) or create a custom journey from scratch. Each journey consists of stages, and each stage contains milestones that your customers need to hit.

Finally, configure your notification preferences and invite your team. Each team member can be assigned to specific accounts and will receive alerts when their customers need attention. The AI assistant is available from day one and can answer questions about your portfolio in natural language.

Journey maps are the core of how Jungwell models the customer lifecycle. Each journey is a sequence of stages that represent meaningful phases in your customer relationship, typically onboarding, adoption, value realization, expansion, and renewal. Within each stage, you define milestones: specific outcomes or actions that signal progress.

To create a journey, go to the Journeys page and click Create Journey. Give it a name and add your stages in order. For each stage, add milestones and set expected timelines. When you assign a customer to a journey, Jungwell tracks their progress through each stage and alerts you when milestones are overdue or at risk.

Journey maps integrate directly with the execution board. When a customer enters a new stage, tasks are automatically generated based on the milestones you have defined. This means your team always knows what to do next without manually creating tasks or checking spreadsheets.

Health scores give you a single number that represents how well a customer relationship is going. Jungwell calculates health scores automatically based on configurable inputs: product usage, support ticket volume, engagement frequency, NPS responses, contract value trends, and any custom metrics you define.

To configure health scoring, navigate to Settings and select Health Score Configuration. You can adjust the weight of each input, set thresholds for healthy, neutral, and at-risk ranges, and choose how frequently scores are recalculated. Most teams start with our default configuration and refine over time as they learn which inputs are most predictive.

Health score changes trigger automatic notifications. When a customer drops below your at-risk threshold, the assigned CSM receives an alert. You can also build automations around health score changes. For example, automatically enrolling at-risk customers in a rescue playbook or escalating to a manager when a high-value account shows a negative trend.

Jungwell connects with the tools your team already uses. Our integration library includes CRM platforms (Salesforce, HubSpot), support tools (Zendesk, Intercom), billing systems (Stripe, Chargebee), and product analytics platforms (Mixpanel, Amplitude). Each integration syncs data bidirectionally so your customer profiles stay current.

Setting up an integration takes just a few clicks. Go to Settings, select Integrations, and choose the platform you want to connect. You will authenticate with OAuth and then configure which data fields to sync. Most integrations are live within five minutes and sync on a schedule you control: real-time, hourly, or daily.

For teams with custom needs, we offer a REST API and webhook support. The API allows you to push and pull customer data programmatically, trigger automations from external events, and build custom dashboards on top of Jungwell data. Full API documentation is available in your account settings.

The Jungwell AI assistant understands your entire customer portfolio and can answer questions in plain English. Ask it things like: Which customers are at risk this quarter? Who has not logged in for 30 days? Create a follow-up task for the Acme onboarding. The assistant pulls from your live data and responds with actionable answers.

Beyond answering questions, the AI can take actions on your behalf. It can create tasks, draft emails using your templates, generate QBR reports, and suggest next steps based on customer health trends. Every action the AI takes is logged and can be reviewed before execution if you prefer a human-in-the-loop workflow.

The AI assistant learns from your team's patterns over time. It observes which playbooks you run, how you respond to health score changes, and what questions you ask most frequently. This allows it to proactively surface insights and recommendations without being asked, like flagging a customer whose usage pattern matches previously churned accounts.