Pre-call brief
Creates a comprehensive executive brief for upcoming customer calls
One of 51 free, open-source prompts from Sonora — copy-paste-ready AI prompts for customer success and account management, organized by customer lifecycle stage. Copy this into any AI assistant, or run it on autopilot inside Sonora.
Based on the information you know about this customer, create a pre-call executive brief using this structure. Keep it concise, executive-friendly, and focused on what matters most for this conversation.
Recent company news
Search the web for recent news about [customer name] from the past 3 months. In 1-2 sentences, summarize the most relevant update that would be useful conversational context (product launches, partnerships, funding, awards, leadership changes, or industry trends affecting them). Skip if nothing material found.
Last touchpoint
[Date — what happened in one brief phrase]
Account health
[Score/status with the key driver in 5 words or less]
Risk level
[Low/Medium/High — primary driver in one clear sentence]
Context in 3 lines
What’s happening with this customer right now? What matters most going into this call? Write this as if briefing your CEO before they jump on the call — be direct and prioritize what actually matters.
Top 3 discussion points
- [Most critical topic — why it matters and what outcome you need]
- [Second priority — the business impact or context]
- [Third item — the opportunity or risk to address]
Recent activity & signals
Write 3-4 sentences (not bullets) covering: usage patterns, engagement changes, support activity, or notable behaviors from the last 30 days. Focus on signals that indicate account trajectory, not just activity logs. Be specific but concise.
Opportunities
Even for at-risk accounts, identify what’s possible: expansion potential, retention strategies, referral possibilities, or ways to deepen the relationship. If retention-focused, suggest specific angles (executive sponsor engagement, success plan refresh, early access to features, etc.). Write in sentences, not bullets.
Action items from last meeting
List specific commitments: what was promised, what’s been delivered, what’s outstanding. Use this format:
- ✅ [Completed item with brief outcome]
- ⏳ [In-progress item with ETA]
- ❌ [Outstanding item with blocker/reason]
- [New item to discuss if relevant]
If no previous meeting or action items exist, write “First formal touchpoint” or “No outstanding items from last meeting.”
Formatting rules
- Use minimal formatting — write in clear, scannable prose
- Avoid excessive bullet points except in the Action Items section
- Keep the entire brief under 400 words
- Be direct and specific, not vague or generic
- Write as if briefing someone with 90 seconds to read this before the call
Data sources required
The catch
A prompt is only as good as the data you feed it.
Run this well and you'll be stitching together 6 disconnected systems by hand, for one account at a time — and the answer is only ever as fresh as your last copy-paste. Sonora already has the context, live:
- Web search — connected and continuously synced
- Product analytics — connected and continuously synced
- Meeting transcripts — connected and continuously synced
- Support tickets — connected and continuously synced
- Customer communications — connected and continuously synced
- Feature request tracker — connected and continuously synced
Inside Sonora this prompt runs grounded in your real customer data, on a schedule, across every account at once — and flags what needs you, before you have to ask.
More Monitor prompts
Bad call
Detects customers with poor eCSAT scores (less than 4) in the last 2 weeks
Build VoC report
Synthesizes themes from calls, tickets, and sentiment data into a Voice of Customer artifact for product teams
Call count (90d)
Tallies the total number of meetings held in the last 90 days
Competitor mentions
Identifies customers who have mentioned competitors in recent communications
Customer health brief
Synthesizes health signals, risks, and opportunities into a 1-page executive brief with three prioritized next steps
Diagnose account issues
Surfaces and prioritizes everything going wrong at an account with root cause analysis and a recovery plan