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 as a Slack card for review. One click sends it; nothing leaves without the account manager's approval.
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 with Approve, Edit, Reject, and Skip buttons |
| SLA tracking | Tracks how long each thread has been open and alerts the account manager before a breach |
| 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. The Approve button on the draft card is the only send trigger. If the account manager does not act, the draft stays in the queue and the SLA timer keeps counting. There is no auto-send mode.
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: receive draft cards in their Slack DM, review and approve replies, and get SLA alerts before threads breach
- 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