Actions — the AI-generated
work queue for your book

Overview

Agents run on every account in your book, every day. They score health, detect expansion signals, and flag renewal risk. But analysis without a next step is just noise. Actions is where that analysis lands — a prioritized queue of exactly what to do, for whom, and by when.

What’s an Action

Each Action is a specific task an agent surfaced for a specific customer. It carries a category, a priority, a due date, and the reasoning that produced it — so a CSM knows not just what to do but why it matters right now.

Categories map to the stages of the post-sales lifecycle:

• Renewal — accounts where risk or momentum needs a response before the close window shrinks
• Expansion — signals that an upsell or cross-sell play is worth opening now
• Health — accounts where a sentiment or engagement drop needs human attention
• Engagement — outreach that should happen to keep a relationship warm
• Onboarding — milestones that are stalled or at risk of slipping
• Stakeholder — changes in ownership, champion departures, or relationship gaps

Priority runs from Low to Critical. The queue sorts by urgency, so the first Action in your list is the one most worth doing today.

Send the email right from the queue

The most common Action is an outreach — a check-in, a renewal nudge, a health touchpoint. Instead of copying talking points into another tool, Actions has a full email composer built in. The playbook that generated the Action also provides a pre-written draft: the subject line, body, and any customer-specific tokens already filled in from the account record.

Edit what you want, or ask the AI composer to rewrite the draft entirely — adjust the tone, sharpen the ask, change the sender — then hit Send. Email opens, link clicks, and replies stream back into the Action so you can see whether it landed — without leaving the queue.

Assign, snooze, or close

Not every Action is yours to take. Assign it to the right CSM or AE from the queue — they see it in their own view, with full context attached. If the timing is wrong, snooze it to a specific date and it drops out of the active queue until then. When the work is done, mark it complete. When it’s not relevant, dismiss it.

The queue stays clean. Nothing falls through the cracks because there are no separate spreadsheets, follow-up reminders, or sticky notes — the agents surface the work, and Actions holds it until it’s handled.

Impact dashboard

The landing view of Actions shows your current eCSAT signal alongside the queue, so you can connect what you’re working on to how customers are feeling. A shift in your average eCSAT — up or down — is visible in context with the actions that influenced it.

Get started

Actions live at Actions in the main navigation. Your agents populate the queue automatically — if you haven’t configured agents yet, head to Tools → Enrichment to set up your first playbook, or reach out to your CSM for a guided setup.