Account Assistant
Your account managers handle relationships across multiple clients, and every client expects a timely, considered reply. Account Assistant sits alongside each account manager and watches their Gmail for incoming client email. When a message arrives that needs a response, it reads the thread, pulls in the relevant context from HubSpot and past interactions, and drafts a reply in the account manager's own voice. The draft arrives two ways: as a card in Slack and on the in-app Accounts pages. Either place, the account manager reviews and decides. Nothing leaves without their approval.
You review in whichever place suits you. If your team uses Slack, drafts and alerts arrive as cards in the account manager's Slack DM. The same drafts also wait on the in-app Accounts pages, where each account manager sees their whole book of business: open inbox items, drafts pending, and any response-deadline breaches per client. If your team has turned Slack off, the app is where everything waits for you.
Account Assistant also answers questions in Slack. Ask "what's happening with a client?" or "show me the client roster" and it returns a signal summary drawn from across your connected tools: email, HubSpot, meetings. It surfaces what is happening; the account manager decides what to do.
When the Customer Success agent identifies a client that needs attention and the account manager clicks "Draft this" on the analysis card, that request flows directly to Account Assistant. The draft pipeline is the same whether the trigger is an incoming email or a Customer Success recommendation: classify, gather context, draft, post for approval. One outbound voice per client, always owned by the account manager.
Key Capabilities
| Capability | What it gives you |
|---|---|
| Client email triage | Reads incoming client email and classifies each thread: reply needed, escalation signal, information only, or out of scope |
| Draft generation | Writes a reply in the account manager's voice, grounded in brand voice and HubSpot context |
| Approval card | Posts the draft as a Slack card and as an in-app Review Draft page, each with the same approve, revise, reject, and snooze choices |
| Book-of-business hub | The in-app Accounts page shows every client an account manager owns, with open inbox items, drafts pending, and response-deadline breaches at a glance |
| Inbox sorting | Sorts incoming mail with a quick deterministic pass, then checks whether the owner actually needs to reply, and files cold outreach automatically |
| Response-deadline tracking | Tracks how long each thread has been open and alerts the account manager before a deadline is missed; the clock pauses outside working hours |
| Escalation alerts | Flags emails with hostile tone, churn language, or urgency signals for immediate attention, even before a draft is ready |
| Client signal queries | Answers "what's happening with a client?" with a signal summary from across connected sources |
| Client roster | Shows a count of recent signals across all active clients in one card |
| Customer Success handoff | Accepts draft requests from Customer Success when a proactive outreach is recommended |
The Approval Rule
Account Assistant never sends a message without the account manager's explicit approval. Approving a draft is the only send trigger. If the account manager does not act, the draft stays open and the response-deadline clock keeps counting. There is no auto-send mode.
The two review surfaces behave slightly differently on approve, and the difference is worth knowing. When you approve a Slack card, the reply sends right away from the account manager's email. When you approve on the in-app Review Draft page, the reply is saved to the account manager's email Drafts folder instead, ready for them to give it a final look and press Send in their mail client. Either way, the account manager stays in control of the outgoing message.
For escalation signals (an upset client, churn language, a missed commitment), an alert goes out immediately, before a draft is ready. The account manager still decides whether and how to respond.
Who It's For
- Account managers: review and approve replies in Slack or on the in-app Accounts pages, and get response-deadline alerts before a thread runs late
- Agency owners and team leads: can ask for a client roster or per-client signal summary to get a quick read on account health across the book