Schedule
Account Assistant runs on its own all day. You do not trigger anything for the core workflow.
Inbox Checks
About every three minutes, the assistant checks each account manager's Gmail, up to 25 messages at a time. New client email is sorted and, where a reply is needed, a draft and a card are produced in the same step. The card goes to the account manager's Slack messages, and the draft appears on the Accounts pages.
Response Deadlines
Each thread that needs a reply starts a response clock. The clock follows the agency's standard service tier, so every client gets the same tier. For the standard tier, which gives a 24-hour deadline, the alerts fire as follows:
| Alert | When |
|---|---|
| Reminder | Halfway to the deadline, at 12 hours |
| Deadline | At the deadline, 24 hours after the email arrived |
| Escalation | A quarter past the deadline, at 30 hours |
The assistant checks for alerts that are due every 30 minutes, so an alert can arrive up to half an hour after its time. An alert is sent only to people who have SLA alerts turned on in their notification settings. Approving, editing and sending, or rejecting the draft closes the clock. A reply you send yourself from Gmail does not, and neither does skipping or snoozing.
By default the clock runs on wall-clock time, day and night. If your agency has turned on business hours, the clock counts only working hours.
Daily Refresh
Once a day, early in the morning, the assistant looks at each account manager's sent mail. It learns which sender domains are clients, refreshes the sample of how the account manager writes, and detects the signature.
When You Ask
Questions about a client and the client roster are answered when you ask. There is no scheduled summary.
Customer Success Handoffs
When an account manager clicks Draft outreach on a Customer Success card, the request reaches Account Assistant straight away. A card returns to the account manager who owns the client, with a suggested check-in message. It has no client email to reply to, so approving it saves a new draft in the account manager's Gmail Drafts instead of sending anything, and the account manager sends it from Gmail.
Related
- Notifications: what each alert contains