Upcoming releases

Churn and seat expansion propensity are now surfaced in the Recommendations API

Expected release: July 2026

Partners can now see churn risk and seat expansion signals for each customer through the existing Fetch Recommendations (POST /v3/recommendations) API.

What changed?

Setting the request parameter includePropensity to true fetches churn and seatExpansion arrays. Each contains a probability rating (HIGH, MEDIUM, or LOW), a refreshDate, and a reasons array with up to seven leading indicators ordered by relevance.

Seat expansion also includes predictedAddonSize with the expected number of additional seats.

Important: An empty object {} for either node means propensity data is not available for that customer. Do not interpret {} as LOW risk or LOW expansion potential.

Why it matters

Partners can now identify at-risk customers and high-growth opportunities using data-driven signals, rather than relying on anecdotal indicators or waiting for account-manager outreach.

Action required

Action

Details

Parse the new propensity object

It appear at the same level as productRecommendations. Handle three states: absent (feature not enabled), empty {} (data unavailable), and populated (data available).

Do not equate {} with LOW

An empty object means no data. Treat it as unknown, not low risk.

No changes needed for existing fields

productRecommendations and overlayRecommendations are unchanged. Existing integrations continue to work without modification.

For more information, see Propensity Intelligence.

Testing Propensity Signals in sandbox

A set of 13 predefined test seeds is configured in the Sandbox so you can exercise every combination of rating level and empty-array behavior during integration testing. Each seed returns a fixed response.

For more information, see Testing Propensity Signals in sandbox.