Sell the connection. Then keep the subscriber.
Built for internet and broadband providers: a sales pipeline that survives a site survey and an installation, recurring renewal journeys that arm themselves every cycle, and a support desk that can tell a fault from a sale. Every channel, WhatsApp, Messenger, Telegram, website chat, Email and SMS, in one Customer Care Inbox.
Six things this does for your network
1. Capture new-connection demand
Coverage checks, package questions and “do you reach my estate?” arrive from every channel into one inbox, scored for real buying intent rather than volume.
2. Survive survey and install
The two field visits a connection cannot skip are stages on the board, not notes in someone's phone. A lead at Site Survey is visible, assignable and chaseable.
3. Get paid on time, every cycle
Renewal, bill and contract journeys are recurring, move a subscriber's renewal date forward when they pay and the next cycle arms itself automatically.
4. Handle faults as faults
Nine ticket categories split by what the fix is, not by how upset the subscriber sounds, so “no internet” reaches the network team and a billing dispute reaches accounts.
5. Warn a whole coverage area at once
A broadcast is as often an outage or maintenance notice as a promotion. Segment by coverage area and tell an estate before its subscribers tell each other.
6. Cut churn before it happens
A dedicated Retention queue for cancellations, downgrades and subscribers thinking of leaving, plus a win-back journey for the ones who already did.
A renewal is not a sale
This is the one rule the ISP Edition is most opinionated about, and the reason it opts out of the platform's shared lead phrases entirely. Support and renewals are named as Cold explicitly rather than left to a model to infer.
Hot
A new connection they want now, asking for installation cost, a survey date, or how soon you can come.
“How much to install fibre at my shop, and can you come this week?”
Warm
Genuine interest in a new service, coverage checks, package comparisons, speeds and prices, without a commitment yet.
“Do you cover Sinkor? What speeds do you offer for business?”
Cold
An existing subscriber: an outage, a slow line, an expired bundle, a payment. Real work, but not a sale, and Sales is not paged.
“My internet is down since morning. How do I pay for this month?”
Why the ISP has its own phrase list
The platform ships a shared list of buying phrases built around paying, and in a hotel, “how do I pay?” is a buyer. In an ISP's inbox it is a subscriber renewing, dozens a day, and every one would page Sales as a hot sale. The ISP Edition opts out of the shared list and carries its own price phrases instead.
Sales Leads, enquiry to live service
Connected means what Booked means elsewhere: this one converted. Cancelled is kept separate from Lost, because a failed survey or a customer who backed out after agreeing is worth telling apart from a deal you never had.
Sales, Field Service, Billing and Support on one screen
Four teams, four sets of numbers, one page, each tile opening the list behind it, each figure labelled with where it came from, all exportable to CSV.
Account status Active across every segment. staff
Built from the monthly fee your team records per subscriber. staff
Renewal date inside the window, so billing can work it now. staff
Payment due date passed with nothing recorded. staff
Booked site surveys in the next seven days. staff
Installations scheduled for today. staff
Sales leads sitting on the board's survey stage. measured
Support tickets not yet resolved or closed. measured
Open tickets at the top two priorities. staff
Measured from when the ticket was raised. measured
Figures shown are illustrative.
Every figure tells you where it came from
Monthly recurring revenue built from a staff-typed monthly fee is not the same claim as a delivery receipt, and the dashboard says so. Each metric carries its own source, on screen and in the export.
- MeasuredThe system watched it happen. Timestamps and delivery receipts.
- StaffA person set it by hand. Only as current as billing keeps it.
- InferredA model's reading of the wording. Not a fact the subscriber stated.
Nine journeys, and three of them recur
Each keys off a date on the subscriber's own record, enquiry, survey, installation, activation, renewal, payment due, contract end, cancellation, so it fires per subscriber, not per campaign.
New Connection Follow-up
First contact when someone asks about a new connection, then a nudge while it is warm.
Site Survey Reminder
Reminds the customer of the visit so the technician does not arrive at an empty house.
Installation Day
Prepares the customer for the install, access, power, who to expect.
Welcome & Onboarding
Welcomes a newly connected subscriber. Marking a lead Connected sets the activation date for you.
Subscription Renewal
Reminders before and after expiry. Move the renewal date forward when they pay and the next cycle arms itself.
Bill Payment Reminder
For subscribers billed in arrears. Move the payment due date forward each billing cycle.
Contract Renewal
For fixed-term and business contracts. Moving the end date forward at renewal arms the next term.
Referral Request
Asks a happy subscriber to refer a neighbour. Withheld from anyone with an open ticket.
Win-Back
For subscribers who left. Clear the cancellation date if they come back.
How recurring journeys work, and what your billing team must do
A journey assignment is unique per subscriber, so a renewal reminder would otherwise run once per subscriber, ever. Recurring journeys start a fresh cycle when the anchor date moves forward. The operational consequence is simple and worth saying plainly: billing staff must move a subscriber's renewal date forward when they renew, or the post-expiry reminder goes to somebody who has already paid.
The message reaches the team that can fix it
Six teams ship with routing keywords already written. “No internet” goes to Technical Support, “reconnect me” goes to Billing, “I want to cancel” goes to Retention, and Customer Care holds the front line for anything unrouted.
- Sales
- Installations & Field Service
- Technical Support
- Billing & Accounts
- Retention
- Customer Care
21 subscriber fields
Account number, connection type, plan and speed, billing cycle, monthly fee, outstanding balance, service address, coverage area, router serial, account status, plus the eight dates the journeys key off.
8 subscriber segments
- ✓New enquiries · Survey & installation queue
- ✓Active home · Active business
- ✓Enterprise & corporate accounts
- ✓Overdue or suspended · Cancelled / churned · Resellers & agents
9 support ticket categories
- ✓No internet / outage · Slow or unstable connection
- ✓Billing & payments · Installation & relocation
- ✓Router & equipment · Plan changes & upgrades
- ✓Wi-Fi coverage & setup · Cancellation request · Other
Seven connection types, no invented packages
Fibre (FTTH), fixed wireless, 4G / LTE, 5G, satellite / VSAT, DSL / copper and dedicated leased line ship as a dropdown. Your plans deliberately do not, every ISP's catalogue is its own, and a shipped list of invented package names would be wrong everywhere. You enter yours, and the AI and the value estimates read from it.
First-line support that never sleeps, and never oversells
Train it on your packages, coverage, router setup steps, payment methods and the twenty questions your care desk answers every day. It answers from that material, and it does not treat a renewing subscriber as a new sale.
- ✓Plans, speeds and prices from your own price list, nothing invented
- ✓Router, Wi-Fi and payment walkthroughs answered at 1am without a technician
- ✓Every AI reply is badged, and the AI is tracked as its own agent in reports
- ✓An agent takes over any chat in one tap, without switching the AI off elsewhere
- ✓Account and payment numbers are masked before the AI ever processes a message
The guardrail applies here too
Every inbound message is checked against a fixed emergency keyword list before the AI sees it, a downed line reported as a live electrical hazard is not a chatbot's conversation. The automated reply is blocked and a person is alerted. The check is not AI-driven, so it still answers when an AI provider is slow or offline, and it is never gated behind a plan.
Screens your care desk can read without translating
The record is called a Subscriber whether it is a prospect or a ten-year account, the same row moves from enquiry to active service, and ISPs already say subscriber for all of it.
Two words chosen carefully: outbound messages are Subscriber Broadcasts, not campaigns, because yours are as often an outage or maintenance notice as a promotion. Issues are Support Tickets, because that is what every ISP support desk calls them, and most are faults, not grievances.
- Contacts→Subscribers
- Contact Groups→Subscriber Segments
- Chat Inbox→Customer Care Inbox
- Drip Sequences→Subscriber Journeys
- Complaints→Support Tickets
- Touch AI→Support AI
- Broadcasts→Subscriber Broadcasts
- Custom Fields→Subscriber Fields
- Reports→Subscriber Analytics
- Booking Leads→Sales Leads
ISP FAQ
Win the connection. Keep the subscriber.
Start the free trial and have the sales board, the renewal journeys and the support queues running this week, or book a walkthrough with your own network in mind.