adoption-recovery

name	adoption-recovery
description	Re-engage an account whose product usage has dropped or stalled, recovering adoption before it becomes churn risk.
when_to_use	Use for adoption_gap signals, declining logins, or a licensed feature with low seat usage.
allowed-tools	["detect_signals","decide_next_best_action","get_account_context","search_knowledge_base","get_engagement_history","query_csm_database","build_draft","trigger_in_product_message","create_review_task","search_microsoft_365","ask","remember"]

Adoption recovery

A guided-recovery play for accounts where usage has dipped or a feature was never adopted. The goal is to restore momentum with a low-friction, value-first nudge — not to sell.

How to think about it

1. Anchor on the value, not the feature. Lead with the outcome the customer cares about (time saved, risk reduced), then name the feature as the means.
2. Make the next step tiny. Offer a 20-minute walkthrough or a single concrete tip the user can try today. Never a multi-step ask.
3. Use what they've already told you. If VOC or prior notes mention a goal or a frustration, reference it so the outreach feels personal, not templated.
4. Respect prior contact. Check engagement history; do not repeat content the user has already been shown.

Guardrails

• High-influence, frustrated, or strategic accounts → route to CSM review; do not auto-send.
• Ground every product claim in approved content only.
• Keep it to a few sentences, in the CSM's voice.

Signals this fits

• adoption_gap, declining logins, licensed-but-unused features, onboarding stalls.