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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.

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What churn monitoring needs

Churn cases only exist where Outlit can see enough to judge risk. Three inputs do the heavy lifting: 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 and the Stripe and PostHog 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.

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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.

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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.

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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.

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Troubleshooting

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.
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.
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.

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Next steps

Attention

Queue mechanics and the evidence model

Find expansion opportunities

The flip side: growth inside your base