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Attention — the app’s home page — is the daily handoff from Outlit to your team. Everything here is a specific customer situation that monitoring has already investigated and flagged for a human: churn cases and renewal items in one queue. The rule of the page is only work that requires human attention. Routine monitoring output, healthy customers, and informational signals don’t appear here — they live on the customer profile and the responsibilities pages.

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The queue

The queue defaults to Open items. Each card shows the customer, the kind of item (Churn risk or Renewal), a priority (Urgent / High / Normal), a plain-language title, account context (ARR and revenue percentile when billing data exists, renewal date for renewal items), approach progress, and the account owner.

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Finding the right items

Filters combine, so “Churn + Awaiting review + Highest ARR” is a quick daily pass for the most expensive unworked risks. A kanban-style board view of the queue is in limited availability — your workspace may show a list only.

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The lifecycle

Items have two states:
  • Open — the default queue. Everything that still needs a person.
  • Resolved — the archive at ?status=resolved. Resolving is never destructive; resolved items keep their full history and can be reopened from the detail page.
“Steps complete” is progress on an approach, not resolution — an item stays open until a person marks it resolved.

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The evidence model

Findings inside an item are backed by evidence: captured excerpts and details from source records — a Slack thread, a support ticket, an email, a call transcript, a usage series, a CRM field. Each piece of evidence carries its source type and when it was observed, and links out to the record in the source system where a link exists. A citation without a link still shows what was captured; the source record may not be directly readable from here. The distinction that matters:
  • Source evidence is something a connected tool recorded — “the customer’s admin posted this message on Tuesday.”
  • Inference is what Outlit concluded from evidence — “engagement is declining.” Assessments cite the evidence they rest on; when evidence is thin or a source record can’t be read back, the item says so rather than papering over it.
When a recommendation looks surprising, read the evidence behind it before acting — it’s the fastest way to calibrate how much weight to give the assessment.

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What items become

An item is where review happens, not where work ends:
  • Approach — you pick the plan (or none). Approaches carry steps; some steps are recommendations for your team, some are executable actions Outlit performs after approval. See Actions and approvals.
  • Resolution — when the situation is handled, Mark resolved moves it to the archive. For renewal items, resolving closes the attention item. Record Renewed or Not renewed separately on the renewal cycle.

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Troubleshooting

Rule out the view first: the queue defaults to Open (check the Resolved view), and an active filter or search produces a “No items match these filters” state. Members also only see items on customers they own or that are shared with them. Then check the empty-state message — it distinguishes “nothing needs attention” from missing data — and Responsibilities → Churn for the monitoring status card.
Evidence links point at source systems your workspace connected. If a link fails, the underlying record may have been deleted, or your access in the source tool doesn’t cover it — the citation can show captured evidence and available source metadata. Quotes, timestamps, and links appear only when available and permitted by your access.
Churn monitoring scopes to paying and past-due customers; renewal items require a renewal cycle. If you’re seeing items for accounts you don’t consider customers, the billing or CRM mapping is the thing to check.

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Next steps

Customers

The profiles behind every item

Actions and approvals

What Outlit can execute, and what always waits for you