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Account Assistant

Account Assistant watches each account manager's Gmail inbox for client email. It sorts every thread, writes a reply in the account manager's own voice for the threads that need one, and sends the draft to that person as an approval card in Slack. The same drafts are listed on the Accounts pages in the app.

You approve every reply. Nothing goes to a client until the account manager clicks Approve, and Approve sends the reply right away from the connected Gmail mailbox. Account Assistant also answers two kinds of question in Slack: what is happening with a client, and a roster of recent signals across clients.

What It Does

The assistant checks each account manager's inbox about every three minutes. For each new thread it decides which of four things it is:

  • Response required: a client is asking for something. A draft is written.
  • Escalation signal: a client sounds upset or at risk. A draft is written, the same as for any reply. There is no separate escalation alert.
  • FYI: a client message that needs no reply. The thread is closed with no draft.
  • Not a client email: the thread is set aside.

To tell client mail from everything else, it uses sender domains it learns from the account manager's sent mail, plus its own judgement of the thread. That learning refreshes once a day, early in the morning.

Every thread that needs a reply starts a response clock. Account Assistant sends the account manager a reminder, a deadline alert and an escalation as the clock runs. You can also ask it about a client in Slack. It reads from the record of signals it has collected: email, CRM updates and meetings.

Key Capabilities

CapabilityWhat it gives you
Client email sortingEach thread sorted as response required, escalation signal, FYI or not a client email
Reply draftsA reply in the account manager's voice, as a Slack card, and on the Review Draft page with a Why This Draft note
ApprovalApprove sends the reply from the connected Gmail mailbox, as a reply to everyone on the thread, with the signature and quoted history, and archives the original
Response deadlinesA reminder, a deadline alert and an escalation for each open thread
Accounts pagesThe account manager's clients with open inbox items, drafts pending and breaches
Client questions"What's happening with a client" and "client roster", answered from the last seven days
Customer Success handoffA suggested check-in from the Customer Success agent arrives as a card. It is not addressed to the client: copy it into a new email and send it yourself

The Approval Rule

Account Assistant sorts mail, writes drafts and sends deadline alerts without asking. It does not send a reply until the account manager decides.

On the Slack card, Approve + Send sends the reply. The same is true on the app's Review Draft page: Approve sends the reply right away from the connected Gmail mailbox, as a reply to everyone on the thread with the quoted history, and archives the original. It does not save the reply to Gmail Drafts. Edit on the card opens a window where Save + Send sends your edited text at once. Skip in Slack and Snooze in the app set the draft aside without sending. You cannot approve that draft afterwards, and the response clock keeps running, so reply from Gmail yourself. Reject discards the draft and sends nothing. The one exception is a draft that came from a Customer Success Draft outreach button: it has no client email to reply to, so it offers Approve and Save to Gmail Drafts and never sends. See Commands.

The Approve button on the Review Draft page carries older wording about Drafts on screen. It sends the reply, so read the draft before you click it.

Who It's For

  • Account managers: review and approve replies, and get deadline alerts before a thread runs late
  • Agency owners and team leads: ask for a client roster or a client's recent signals for a quick read on the book