Daily Follow-Up

Daily Follow-Up is an AI-assisted triage view on the Accounts page. It runs a deterministic sweep across your portfolio, groups flagged accounts into three reason-based lanes, and adds short summaries plus recommended next steps for the highest-priority items. The sweep is built around a single question: why would I work with this account today? Every flagged account falls into one of three answers — you owe them something, you have news to bring them, or the relationship needs a touch.

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Where to find it

1. Open Accounts.
2. Click the page actions menu.
3. Select Daily Follow-Up.

This opens a modal with portfolio-level counts, an overview, and tabs for each lane. If you do not want to wait for the scheduled run, click Generate Daily Follow-Up in the modal to start a fresh one-off run immediately. The modal polls automatically while the run is processing. Use Regenerate Run to replace the current snapshot.

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Lanes

An account only appears in Bring Them News if there is real news to bring. Once the customer has been notified — either by completing the auto-created follow-up task for the shipped request, or by sending them an email about it — the signal is suppressed on the next run, and the account drops out of the lane unless another conduit reason exists.

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What the UI shows

Each flagged account card includes:

• Account name, owner, MRR, segment badge, and an action score
• A conversation hook when there is something specific to lead with (e.g. “We shipped X — let them know”)
• A short summary of why the account was flagged
• A Next step recommendation
• A They’re waiting on you callout for accounts in the Owe Them Something lane, listing the specific obligations
• Pulse readouts (Health, CSM Pulse, AI Pulse) with a divergence warning when CSM and AI pulse disagree
• Reason badges grouped by signal type — direct action, conduit, risk trend, and coverage debt
• Last touch age, open request count (with high-impact count), and an upcoming-meeting indicator

The modal is meant for manual review, so it shows the full daily sweep even if your email digest is configured to be quieter.

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How signals are interpreted

The sweep cross-references multiple data sources before flagging an account:

• Shipped requests are checked for follow-through before being flagged. The “let them know” hook is suppressed if either the auto-created follow-up task on the request has been marked done, or your team has emailed the customer after the request shipped — whichever happens first.
• Discussed requests (internal-only conversations about a request) are similarly suppressed once a note, post-meeting note, outbound email, or completed auto-follow-up task follows the discussion.
• Health score deltas look at the most recent two scores. Tier drops (e.g. healthy → at-risk) escalate.
• Pulse divergence flags accounts where CSM Pulse and AI Pulse disagree sharply, prompting a manual gut-check.
• Touch policies vary by segment (strategic, standard, low-touch, onboarding) so a quiet 14 days on a strategic account is treated differently than on a low-touch one.

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Keeping it quiet

In Settings → Organization, an admin can reduce notification noise for the daily follow-up email digest:

• Turn the digest email off entirely
• Set Digest sensitivity to Important only, Standard, or Comprehensive
• Limit how many accounts appear in each email section

Each user can additionally tune their own copy from Profile:

• Opt out of the digest entirely with the Daily follow-up digest toggle
• Override the org sensitivity setting with the Daily follow-up noise level dropdown

If you’re a CSM on at least one account, the digest is scoped to those accounts (and skipped entirely if none of your accounts have signal). If you aren’t a CSM on any account, the digest reflects the org-wide sweep. These settings affect the email digest only. The in-app modal still shows the complete result when you open it.

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Daily Follow-Up vs Account Summary