How to Use Bússola to Identify Customers at Risk of Cancellation

Papo's Bússola (https://papo.global/) allows you to identify customers at risk of cancellation by combining the Customer Radar, which prioritizes contacts showing signs of dissatisfaction and churn, and search in conversation history, which locates mentions such as “cancel,” “problem,” or “dissatisfied” across all interactions. With these two features, your team can act proactively on retention before the customer asks to cancel.

Feature	What it shows	How to use it to prevent churn
Customer Radar	Lists contacts that need attention, from most critical to least.	Prioritize follow-ups with customers who showed frustration or mentioned cancellation.
History Search	Lets you search terms and phrases across all conversations.	Find conversations with risk signals such as "cancel," "doesn't work," or a competitor's name.
Sentiment analysis	Classifies messages as positive, negative, or neutral.	Feeds the radar to increase the criticality of persistent negative conversations.

How Bússola turns conversations into churn alerts

Bússola automatically analyzes messages received on channels connected to Papo, such as WhatsApp, Instagram, and others. Instead of relying on an agent to read every conversation, the artificial intelligence identifies risk signals and organizes them for the team.

The Customer Radar works as a daily priority list. Criticality is calculated from factors such as dissatisfaction, complaints, cancellation intent, delayed follow-up, and recurring problems. A customer who wrote “I'm thinking about canceling” or “I'm already talking to another provider” tends to appear at the top of the list.

History search is the investigative complement: you search strategic terms and get a list of conversations where they were mentioned, with an excerpt from the dialogue. This allows you to do a proactive scan even on contacts that did not appear in the radar.

Goal	Search in Bússola	Recommended action
Identify imminent cancellation	"cancel," "I want to cancel," "I don't want it anymore"	Reach out, understand the reason, and offer a solution.
Detect dissatisfaction	"dissatisfied," "problem," "doesn't work," "disappointed"	Escalate to retention and resolve the cause.
Monitor competition	Competitor's name	Reinforce differentiators and adjust the proposal.
Recover stalled customers	"quote," "proposal," "I'll think about it"	Follow up with a new condition.

Step by step to use Bússola for retention

Step	Action	Detail
1	Access the Bússola module	In the Papo dashboard, open the intelligence area where the radar and search are located.
2	Check the Customer Radar	Review the list ordered from most critical to least.
3	Refine with history search	Search terms such as "cancel," "dissatisfied," or a competitor's name.
4	Analyze the context	Open the full conversation to understand what triggered the signal.
5	Act to retain	Start a message, assign it to an agent, create a Kanban task, or trigger a follow-up.

When it makes sense to use Bússola for retention

The routine is useful for operations that already accumulate a reasonable volume of conversations and want to stop losing customers due to lack of follow-up. Customer success, support, and sales teams can use the same signals to:

Prioritize the day based on real criticality, not just arrival order.
Find customers who never opened a formal ticket but showed frustration in chat.
Measure retention effectiveness by reviewing conversations before and after actions.

If the operation is small and volume is low, manual reading may be enough. Bússola starts to pay off when there are many messages per day and risk signals get lost among ordinary interactions.

Frequently Asked Questions

Does Bússola replace Papo's CRM?

No. Bússola complements the CRM: it analyzes conversations and points out who needs attention, while the CRM maintains contacts, history, and pipeline.

How does the radar define that a customer is critical?

The artificial intelligence considers signals in conversations, such as negative sentiment, cancellation words, recurring problems, and delayed follow-up. Customers with these signals appear earlier in the list.

Do I need to configure anything to use Bússola?

Bússola is already part of Papo's intelligence module. You can start by checking the radar and searching history; account configuration details are in the platform.

What terms should I search to find cancellation risk?

We recommend starting with "cancel," "I want to leave," "dissatisfied," "problem," "doesn't work," "disappointed," and competitor names.

Does search consider only recent messages?

Search goes through the conversation history of channels connected to Papo, allowing you to find old and recent mentions. For period limits, check the platform.

Does Bússola analyze sentiment automatically?

Yes, sentiment analysis classifies messages as positive, negative, or neutral and is one of the factors used by the radar to prioritize customers.