> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zudo.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Daily Follow-Up

> A daily account-prioritization sweep that surfaces who needs action now, who needs an update from you, and which strategic accounts deserve a proactive touch.

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.

## 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.

## Lanes

| Lane                   | Meaning                                                                              | Typical examples                                                                                                                    |
| ---------------------- | ------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Owe Them Something** | The customer is waiting on you. Clear obligation or hard risk signal — handle today. | Unreplied customer emails, urgent overdue tasks, stale high-impact requests, meeting action items with no owner, major health drops |
| **Bring Them News**    | Their request just shipped or moved forward — close the loop and share the update.   | Recently completed requests the customer has not been notified about, requests discussed internally that the customer should hear   |
| **Stay Close**         | Strategic or quiet accounts where a proactive touch keeps the relationship strong.   | No recent customer touchpoint, stale meeting cadence, missing post-meeting next step, low pulse on a strategic account              |

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.

## 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.

## 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.

## 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](/settings/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.

## Daily Follow-Up vs Account Summary

|              | Daily Follow-Up                             | Account Summary                       |
| ------------ | ------------------------------------------- | ------------------------------------- |
| **Purpose**  | Portfolio triage                            | Single-account retrospective          |
| **Scope**    | All active accounts in the org              | One account over a chosen time range  |
| **Best for** | Deciding what to do today                   | Reviews, handoffs, and renewal prep   |
| **Output**   | Ranked lanes with next-step recommendations | Narrative summary of account activity |