Relationship maps

A relationship map visualizes who on your team talks with which customer contacts, how strong those ties are, and how frequently conversations happen—grounded in the meetings, emails, chats, and tickets FunnelStory already ingests. Open it from an account's Customer Relations tab when you need a single-pane map for coverage planning, escalation handoffs, or spotting single-threaded accounts.

What you see on the map

The map is a grid, with contacts (customer-side people) across the top and team members (your internal users) down the side. A dot where a row and column meet means that team member and contact have interacted in the selected window:

• Dot size — how often they interact per week; bigger dots mean more frequent contact.
• Dot shade — relationship strength, from lighter (Weak) through Medium to darker (Strong).

Hover a dot to see the relationship's strength and the factors contributing to it.

Controls let you search team members, filter to one conversation type (Email, Chat, Ticket, or Meeting), change the time range (30 days by default), and use the Top N relationships slider to show more or fewer of the strongest relationships when an account is very large.

Analysis panel

The Analysis panel above the grid holds a natural-language summary of the relationship graph for the selected window. The copy is generated from the same signals powering the map, so it is useful for pasting into account briefs or QBR docs when you need narrative context fast. Collapse it with the chevron when you only need the grid.

What counts as engagement

The map counts conversations the customer took part in, not every conversation a contact's address appeared on:

• Emails count only when a customer sent them. An email your team sent — one outbound message to forty contacts, for example — is outreach, not engagement, so it doesn't create or strengthen relationships or add to conversation counts. An email whose sender FunnelStory can't identify still counts.
• Meetings, chats, and tickets count regardless of who started them.

The same rule applies to the relationship risk signals computed from the map, so an account you've been emailing without replies doesn't look well covered.

Data expectations

Relationship maps only populate when FunnelStory has conversations (or related activity models) tied to the account. Sparse data yields shorter maps—fix upstream Conversations or Meetings coverage before troubleshooting the visualization itself.

Related

• Accounts view — open an account before launching the map.
• Relationship Risk Configuration — configure the Single-Threaded Risk and Engagement Drop thresholds behind these edges.
• Predictions overview — account-level risk and opportunity scores alongside relationship context.
• Needle movers — high-signal conversation events that often feed relationship strength.
• Accounts — the anchor record for every map.