Architecture
How the engine works, end to end
Data Ingestion
Connect everything. Know everything.
Upswell connects to your stack in minutes using pre-built native connectors — no code, no ETL pipeline, no engineering ticket. We ingest data from CRMs, product analytics, billing systems, support platforms, and communication tools to build a unified customer intelligence profile for every account.
- →Native connectors: Salesforce, HubSpot, Segment, Mixpanel, Amplitude, Stripe, Chargebee, Recurly, Zendesk, Intercom
- →Real-time sync via webhooks + daily batch reconciliation
- →Schema-free ingestion adapts to your data model automatically
- →GDPR/CCPA compliant with field-level encryption and data residency options
- →Audit logs for every data access event
Upsell Scoring Engine
ML that thinks like your best CSM — at scale.
Our proprietary ML model combines over 200 behavioral, contextual, and firmographic signals into a single Upsell Score (0–100) for every account. Updated daily. The model learns from your historical expansion data to continuously improve prediction accuracy.
- →Composite score from usage depth, feature adoption velocity, seat utilization, billing tier, company growth signals
- →Segment-aware: separate model weights per customer tier, industry, and product line
- →Explainable scoring: every score includes a plain-language reason summary
- →Predictive NRR modeling: see projected expansion ARR 90 days out
- →Alert rules: configure thresholds per segment with custom notification logic
Autonomous Action Layer
Not a dashboard. An engine.
When an account's Upswell Score hits your configured threshold, Upswell fires a pre-defined playbook automatically — no human required. Actions include outbound emails sent from the CSM's mailbox, CRM tasks for the AE, Slack notifications to the revenue team, or in-app messages triggered directly in your product.
- →Trigger types: email (from CSM mailbox), Slack DM, CRM task creation, in-app message, webhook
- →Playbook builder: visual no-code editor for multi-step expansion sequences
- →Action gating: approval mode for high-touch accounts, fully autonomous for scaled segments
- →Attribution tracking: link every action to downstream revenue with closed-loop reporting
- →A/B testing: test message variants and timing to optimize conversion rates
LLM Personalization
Every message sounds like it was written by your best CSM.
Upswell's LLM layer generates fully contextual, personalized outreach for every account — grounded in your product's language, the customer's actual usage history, and proven upsell scripts from your own team. Not templates. Not hallucinations. Precise, on-brand, conversion-optimized copy.
- →Fine-tuned on your product vocabulary, feature names, and brand voice
- →Input context: account history, recent product activity, current plan, contact title and seniority
- →Human-in-the-loop: CSMs can review and edit before send (optional)
- →Message quality scoring: LLM self-evaluates against your tone guidelines
- →Multi-language support: Spanish, French, German, Portuguese out of the box
Integrations
Connects to your existing stack
No data warehouse. No ETL. Just connect and go.
+25 more via REST API and Zapier webhook