# Silence watch

URL: /workflows/processes/retention/silence-watch · Id: `workflow:silence-watch`

> Silence watch finds Customers who stopped using a Product and reaches out once before they cancel.

Silence watch finds [Customers](/business/nouns/customer) who stopped using a [Product](/business/nouns/product) and reaches out once before they cancel.

## Trigger
Runs every day. Part of [Retention](/workflows/processes/retention), run by the [Customer Team](/agents/customer).

## Steps
1. Find Customers inactive for twice their usual interval.
2. Send one Message that offers help with the last failed step.
3. Open an Issue when the silence traces to a defect.

## Outputs
- [Message](/business/nouns/message)
- [Issue](/business/nouns/issue)

## Example
A dental office usually sends reminders daily and has sent none in 2 days. Silence watch sends one [Message](/business/nouns/message) offering help with its calendar sync, which failed on the last run.