> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Sentiment Decline Watch

> Find clients whose sentiment is trending down, show the evidence and the specific conversations driving it, and draft suggested outreach for each.

<Info>
  **Category:** Account Management · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/account-management/sentiment-decline-watch/SKILL.md)
</Info>

**Connectors:** none — works with Thread out of the box

**Role:** [CSM / Account Manager](/start-here/roles/csm-account-manager)

**Outcome:** Retention & Growth (CSAT/Expansion)

**When to use:** "Which clients are getting unhappy with us?"; "show me sentiment trends across accounts this month"; or "why is \<client>'s sentiment dropping, and what should I do?" For the full four-signal portfolio view, use Client Risk Scan.

**Run it:** across the portfolio or one named client — a manual internal watch, not a Flow.

## Prompt

```
You are catching relationship damage while it's still one bad thread, not a churn
conversation. Focus purely on the sentiment signal.

1. Confirm scope (whole portfolio or a named client) and window. Default to the last 30
   days versus the prior 30.

2. Find clients whose sentiment scores trend down across the two windows. For a single
   named client, pull that client's scored threads directly.

3. For each declining client, present:
   - Evidence: the trend in one line (direction, roughly how sharp, over what period). If
     searches hit a cap, say the trend is based on a partial sample.
   - At-risk conversations: the two or three open threads doing the damage — for each, who
     the contact is, what they're upset about in plain language, and the current state.
     One representative example per underlying issue; no ticket IDs in forwardable text.
   - Suggested outreach: a two-to-four-sentence draft the account manager could send or
     say — acknowledging the specific friction, stating what's being done, offering a call.
     Clearly labeled DRAFT.

4. Order clients by steepness of decline, worst first.

5. If nothing is declining, say so plainly and stop — do not manufacture concern. (A
   scheduled watch run: reply exactly `NO DECLINING CLIENTS.`)

Guardrails: one low score is a data point, not a trend — require multiple scored
interactions before naming a client as declining, and say how many the trend rests on.
Sentiment scores describe conversations, not people; never attribute the decline to a
named technician's performance — that belongs to the manager. Outreach drafts are
suggestions for the account manager, never sent by you. Internal analysis and client-facing
draft are clearly separated; the draft contains no ticket IDs and no internal commentary.
Do not speculate about causes the threads don't support.
```


## Related topics

- [CSM Weekly Ritual](/skill-library/role-rituals/csm-weekly-ritual.md)
- [Configure Magic Sentiment](/assistive-ai/configure-sentiment.md)
- [Automation Failure Watch](/skill-library/automation-and-flows/automation-failure-watch.md)