Our team is in need of the ability to filter insights delivered via Slack by data that is not available via the existing OOTB filters within theStaircase AI notification settings (i.e.,Team or Manager).
While Staircase currently supports pushing events, insights, and AI summaries to a dedicated Slack channel, it is not currently possible to filter by CS Team or Manager- fields that, in our org, exist as subfields of the Company-based CSM data. Filters are available for User, Account, tier, etc., but these options are not sustainable for us long term- account ownership can change frequently (within and across teams), new users and accounts are regularly added, and most of our teams support customers across multiple tiers.
Our primary use case is to surface team-specific insights in their respective Slack channels, rather than funneling all insights into a single centralized channel that team leads must manually sift through. This approach significantly reduces visibility and undermines the value of real-time alerts.
While Staircase does offer a default filter for Owner, this only captures a portion of our team structure and does not reflect how our CS org is organized. In our instance, Team and Manager are subfields within the Company > CSM data object. These fields provide a more accurate representation of our internal setup and would serve as a much better foundation for targeted insight configuration/delivery.
Ideally, we’d like the ability to filter Slack notifications using these existing Team or Manager fields, rather than relying on the OOTB filters, which don’t meet our specific use case. Essentially, having greater control of these OOTB filters would be key to improving our ability to filter notifications as desired. This would reduce noise, improve clarity, and eliminate the need for ongoing manual filter updates as team structures evolve (or whatever other filters an admin would like to utilize beyond those currently offered OOTB).
While I’ve referenced the Team and Manager fields as ideal examples based on our setup and use case, the broader need is for greater flexibility and control over which fields can be used to filter Staircase based Slack notifications- particularly fields that are not currently available OOTB. This enhancement would allow us to operationalize insights more effectively (in a way that is aligned with our internal team hierarchy), improving both visibility and efficiency across the board.
