Account Assistant
Your IR reps and wholesalers carry dozens of relationships at once: advisors on the platform, due-diligence analysts at LP shops, branch managers, gatekeepers, consultants. Every one of them expects a thoughtful, timely reply when they write in. Account Assistant sits alongside each relationship owner and watches their Gmail for inbound mail from those contacts. When a message arrives that needs a response, it reads the thread, pulls relevant context from HubSpot and prior exchanges, and drafts a reply in the rep's own voice. The draft arrives as a Slack card for review. One click sends it; nothing leaves without the rep's approval.
Account Assistant also answers questions in Slack. Ask "what's happening with an advisor?" or "show me the roster" and it returns a signal summary drawn from across your connected tools: email, HubSpot, meetings. It surfaces what is happening; the rep decides what to do.
When the Customer Success agent flags a contact that needs attention and the rep clicks "Draft this" on the analysis card, that request flows directly to Account Assistant. The draft pipeline is the same whether the trigger is an incoming email or a Customer Success recommendation: classify, gather context, draft, post for approval. One outbound voice per relationship, always owned by the rep.
Key Capabilities
| Capability | What it gives you |
|---|---|
| Inbound triage | Reads each incoming email from a covered contact and classifies the thread: reply needed, escalation signal, information only, or out of scope |
| Draft generation | Writes a reply in the rep's voice, grounded in the firm's tone and the contact's recent HubSpot context |
| Approval card | Posts the draft as a Slack DM card with Approve, Edit, Reject, and Skip buttons |
| SLA tracking | Tracks how long each thread has been open and alerts the rep before a response window closes |
| Escalation alerts | Flags emails with hostile tone, withdrawal language, or urgency signals for immediate attention, even before a draft is ready |
| Per-contact signal queries | Answers "what's happening with this advisor?" with a signal summary from connected sources |
| Coverage roster | Shows a count of recent signals across every active contact a rep covers, in one card |
| Customer Success handoff | Accepts draft requests when Customer Success recommends a proactive outreach |
The Approval Rule
Account Assistant never sends a message without the rep's explicit approval. The Approve button on the draft card is the only send trigger. If the rep does not act, the draft stays in the queue and the SLA timer keeps counting. There is no auto-send mode.
For escalation signals, an upset advisor, a withdrawal hint, an LP citing a missed commitment, an alert goes out immediately, before a draft is ready. The rep still decides whether and how to respond.
Who It's For
- IR reps and wholesalers: receive draft cards in their Slack DM, review and approve replies, and get SLA alerts before threads breach
- Distribution leads and heads of IR: can ask for a coverage roster or per-contact signal summary to read across the book quickly
- Fund admin and sales support: can use the conversational queries to confirm what has been said to a contact before following up