ESCALATION INTELLIGENCE FOR AI PRODUCT USAGE
Know when your team should join the AI conversation.
Within spots escalation moments as customers use your product through ChatGPT and Claude. It brings in the right person or triggers an action, with the context to answer questions, approve requests, or move a purchase forward.
ClaudeSarah on the Northstar team can enable this for your workspace. Would you like to connect?
Withinconnect_to_teamResolvedSarah from the Northstar CS team joined.
14:32:15Hi! I have enabled your workspace for cohort analysis for the evaluation. Retry when ready.
Works with your existing MCP server. One tool to add, nothing to rebuild.
01 / WHY NOW
Your best customer moments are moving inside agents.
A prospect may reach the edge of a trial while evaluating your product. An existing customer may struggle with a task their team depends on. When the work happens through an agent, your team needs a way to see these moments and understand what they mean.
Within reads activity from your MCP server alongside the account context you provide. It helps your team recognize when a customer needs attention and why a response could matter.
Premium feature reached + growth account = Expansion signal
- Account name
- Acme Corp
- ARR
- $180K
- Renewal
- 43 days
- Plan
- Pro
- Account owner
- Sarah Chen
- Last touch
- 2 days ago
- Open opportunity
- Expansion
02 / HOW IT WORKS
You decide when a human steps in.
Detect
Within's agent watches every MCP session for the signals your policies define: repeated failures, premium capability access, high-value account activity, integration attempts. Matching sessions move to the decision layer.
Decide
Your intervention policies determine which moments qualify and who steps in: the account owner, the right specialist, whoever is actually available. Availability reads from Slack presence and calendar, or from a status your team sets.
- Account
- Growth
- Owner
- Sarah Chen
- Availability
- Online
Growth account hit a premium feature that was blocked. ARR and renewal timing make expansion the right next move.
Step in
The offer appears inside Claude or ChatGPT, in the agent conversation itself. No portal, no chased meeting, no form. The agent session continues either way. The offer never blocks the task.
Sarah Chen
Customer Success · Northstar
Sarah joined · via Within
Hi! I saw the cohort tool blocked on premium. I've enabled it for your evaluation.
Thanks for the upgrade. I will retry now.
Connect Sarah (Customer Success)
Growth account hit a premium feature gate three times in one session. ARR and renewal timing make expansion the right next move.
03 / INTERVENTION MODES
Three ways a human enters the conversation.
Most offers start with Within's agent. Your rules and your reps can start them too. Every path runs through the same gate: an offer is never made unless a named, qualified person is ready to take the conversation right now.
Your team watches live and offers to step in, straight from the session view. Full human judgment, zero automation.
Your rules fire automatically when a policy matches. An offer goes out only if a qualified person is available.
The reasoning agent spots revenue signal your rules missed and recommends an offer with rationale. It fires only when someone from the matching team is free to take it.
Is a qualified person ready right now?
Inside the MCP result
Session continues as normal
04 / USE CASES
One intervention layer.
Every revenue team.
Turn product intent into pipeline.
A prospect reaches a feature or limit that raises a question about buying. Give them a way to speak with someone who can explain the options and help them continue the evaluation.
Catch expansion and churn before the decision is made.
An account may need more capacity, broader access, or help with work that used to run smoothly. Bring that change to the person who knows the customer, with enough context to make the conversation useful.
Guide high-value implementations.
A customer reaches a configuration or integration problem that calls for specialist knowledge. Connect them with someone who can understand the obstacle and guide the next step.
Resolve failures before they become churn.
When the same error keeps returning, the customer may need someone to investigate. Offer a conversation while the problem is still in view, with the relevant activity ready for the person taking it.
05 / TRUST
It surfaces a person, or it stays quiet.
The agent finds the moment. A person takes it. Your policies decide what gets watched and when a person can be surfaced. Within never messages a customer on its own, never offers a discount, and never takes an action in your product. Every handoff goes to someone on your team who chose to be available.
Session content is redacted at ingest, before anything is written. Identifiers are hashed, never stored raw.
"Hi, I'm jane@acme.com, evaluating the premium plan for our team…"
"Hi, I'm jane@acme.com, evaluating the premium plan for our team…"
Stripped at ingest, before write.
"Hi, I'm , evaluating the premium plan for our team…"
Signal · account · policy matched · outcome
Identifiers hashed. No raw PII.
SOC 2 Type II in progress.
06 / FROM THE FOUNDER
"I ran global sales operations and strategy at PitchBook Data for 10 years. Most of the revenue signal we chased was already stale by the time it reached a rep. Within exists because that signal now lives inside agent sessions, and the only useful moment to act on it is while the session is still open."
Be in the agent conversation when revenue is on the line.
Let Within's agent find the revenue moments in your MCP sessions. Your team takes it from there.
We reply within a day and configure your first intervention policy with you.
PII redacted before storage.