Notifications
Account Assistant sends notifications in two places: draft approval cards and SLA alerts go to each account manager's personal Slack DM, and signal query responses appear in the agent's Slack channel. No client-facing content ever appears in a shared team channel.
Draft Approval Card
When: A client email is classified as requiring a reply and a draft has been generated.
What it contains:
- The client name and the email subject line
- A brief summary of what the email is asking for
- The draft reply text, written in the account manager's voice
- The time elapsed since the email arrived
- Four action buttons: Approve, Edit, Reject, Skip
Action required: Review the draft and choose one of the four buttons. If you Approve, the reply sends immediately from your Gmail. If you Edit, a text field opens for you to make changes before confirming. If you Reject or Skip, the draft is held or discarded and the thread stays open.
Escalation Alert
When: An incoming client email is classified as an escalation signal: hostile tone, churn or cancellation language, urgency about a missed commitment, or a clear "this is a problem" trigger.
What it contains:
- The client name and email subject line
- The specific signal that triggered the alert (for example: "client is questioning the relationship" or "client reports a missed deadline")
- A note that no draft has been sent automatically
Action required: Review the thread directly and decide how to respond. Account Assistant will post a draft card separately if you want one; the alert itself does not send anything.
SLA Approach Warning
When: A client thread has been open without a reply for a significant portion of the SLA window, and a draft is still pending or has not been generated yet.
What it contains:
- The client name and thread subject
- Time elapsed since the email arrived
- Remaining time before the SLA window closes
Action required: Act on the pending draft or check the thread. If you already responded outside the draft workflow, you can Skip the card to close it.
SLA Breach Alert
When: A client thread has exceeded the reply SLA without a response being sent.
What it contains:
- The client name and thread subject
- Total time elapsed
- A note that the breach has been recorded
Action required: Respond to the client thread at your earliest opportunity. The breach is recorded but the thread remains open in your queue.
Signal Query Response
When: You ask "what's happening with a client?" or "client roster" in the agent's Slack channel.
What it contains:
- For a per-client query: a card with signal lines from the past seven days, each labelled with source (email, HubSpot, or meetings) and timestamp
- For a roster query: a summary card listing all active clients and their seven-day signal counts
Action required: None. These are read-only responses. If a signal needs follow-up, you can request a draft or take action in the source system.