Notifications
Account Assistant sends draft cards and deadline alerts to each account manager's private Slack messages. The same drafts are on the Accounts pages. Answers to client questions come back where you asked. Client email is never posted to a shared channel.
Draft Approval Card
When: A client thread needs a reply and a draft is ready. This covers both a client who needs something and a client who sounds upset. There is no separate alert for an upset client.
What it contains:
- The subject, the sender and the brand the account belongs to
- An excerpt of the inbound message
- The proposed reply, in the account manager's voice
- The deadline for the thread
- Approve + Send, Edit, Skip and Reject buttons
Action required: Approve + Send sends the reply right away from the connected Gmail mailbox, as a reply to everyone on the thread, with the signature and quoted history, and archives the original. Edit opens the text, and Save + Send sends your version at once. Skip sets the draft aside without sending; you cannot approve it later, and the response clock keeps running. Reject discards it and sends nothing. A card that came from a Customer Success Draft outreach button has Approve and Save to Gmail Drafts in place of Approve + Send: it saves a draft in your Gmail Drafts and sends nothing.
Response Reminder
When: Halfway to the thread's deadline. For the standard tier that is 12 hours after the email arrived.
What it contains:
- A warning that the thread is approaching its deadline
- The thread and a pointer to the draft
Action required: Act on the draft. If you answer from Gmail instead, reject the draft so the alerts stop.
Response Deadline Alert
When: At the deadline, 24 hours after arrival for the standard tier. This is the alert for a breach.
What it contains:
- A warning that the thread is past due, with how long
- The thread and a pointer to the draft
Action required: Respond as soon as you can. The thread stays open.
Escalation Alert
When: A quarter past the deadline, 30 hours after arrival for the standard tier.
What it contains: The same layout as the deadline alert, marked as an escalation.
Action required: Respond to the client, or ask a colleague to.
Each of these three alerts goes to the owning account manager's Slack messages, with email as a fallback when Slack delivery is unavailable. If the account manager has no linked Slack account, the alert is dropped. You receive them only if SLA alerts are on in your notification settings; if they are off, the alert is dropped, not delayed. A deadline breach is not repeated within 24 hours. A reminder or alert fires only once and stops when the thread is closed.
Client Signal Answer
When: You ask what is happening with a client, or ask for the client roster.
What it contains:
- For a client: recent signals from the last seven days, each with its source and age
- For the roster: each client with a seven-day signal count
Action required: None. These answers only read information.