Notifications
Account Assistant sends notifications in two places. Draft approval cards and SLA alerts go to each rep's personal Slack DM. Signal query responses appear in the agent's Slack channel. No outbound content ever appears in a shared team channel.
Draft Approval Card
When: An inbound email from a covered contact is classified as requiring a reply and a draft has been generated.
What it contains:
- The contact name and the email subject line
- A brief summary of what the message is asking for
- The draft reply text, written in the rep's voice
- The time elapsed since the email arrived
- Four action buttons: Approve, Edit, Reject, Skip
Action required: Review the draft and choose one of the four buttons. Approve sends the reply immediately from your Gmail. Edit opens a text field for you to revise the body before confirming. Reject discards the draft. Skip leaves it pending and the SLA timer keeps counting.
Escalation Alert
When: An inbound email from a covered contact is classified as an escalation signal: hostile tone, withdrawal or redemption language, urgency about a missed commitment, or any clear "this is a problem" trigger.
What it contains:
- The contact name and email subject line
- The specific signal that triggered the alert (for example: "advisor is questioning the relationship" or "LP cites a missed deliverable on the data room")
- A note that no reply has been sent automatically
Action required: Read the thread directly and decide how to respond. Account Assistant will still post a draft card separately if one is appropriate; the alert itself does not send anything.
SLA Approach Warning
When: A thread has been open without a reply for a meaningful share of the response window, and a draft is still pending or has not been generated yet.
What it contains:
- The contact name and thread subject
- Time elapsed since the email arrived
- Remaining time before the response window closes
Action required: Act on the pending draft or check the thread. If you already responded outside the draft workflow, use Skip to close the card.
SLA Breach Alert
When: A thread has exceeded the response window without a reply being sent through Account Assistant.
What it contains:
- The contact name and thread subject
- Total time elapsed
- A note that the breach has been recorded
Action required: Reply to the thread at your earliest opportunity. The breach is recorded in the audit log but the thread stays open in your queue.
Signal Query Response
When: You ask "what's happening with a contact?" or "roster" in the agent's Slack channel.
What it contains:
- For a per-contact query: a card with signal lines from the past seven days, each labeled with source (email, HubSpot, or meetings) and timestamp
- For a roster query: a summary card listing every active contact in your coverage and a seven-day signal count for each
Action required: None. These are read-only responses. If a signal needs follow-up, you can request a draft or take action directly in the source system.