Steps
You know what you expect from the customer, and what they expect from you.
Task, meeting, decision, file to upload, form, email: each action becomes a step, with its owner and its due date. Your Playbook sets the first ones; the others are added along the way, through your exchanges with the customer.
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Your customer knows what is theirs to do.
Assign a step to a customer contact: they receive an email that takes them to the step, in their portal. There they upload the file, fill in the form, make the decision or mark the task as done. Your team sees the "From the client" marker on the card, and the delay if there is one.
Each step matters to someone.
You say who is waiting for its result: the customer, the internal team or the whole company, and the people you name. Together with who acts, the card shows its direction: "For the client", "From the client", "Together" or "Agent, to approve".
The Step Agent works in the step, your CSM stays in control.
Assign a task to an AI Teammate as you would to a person: it gets to work as soon as the step opens. In the step's thread, your CSM asks it where the step stands, the next actions, a message for the customer or a new time slot. Before changing the step, the AI Teammate waits for a click on "Approve".
What steps do
Steps added along the way
After a call, an email or a meeting, your team adds the step to the customer's journey, with its owner and its due date.
Six step types
Task, meeting, decision, file request, form, send email. Each type has its states: a meeting goes from "To plan" to "Confirmed", then "Finished".
Who acts
People, roles from your Playbook, customer contacts or an AI Teammate. A step can give each assignee their own substep.
Who is waiting
The customer, the internal team or the whole company, and the people you name. A named customer contact sees the step in their portal.
Epics and substeps
A step can become an epic, which groups its substeps on one level. The card counts the ones that are done.
Due date and priority
Each step has its due date and its priority. An overdue step shows its days overdue.
Work sessions
Each step has its sessions, one per person: planned ahead, added afterwards or left by the timer. The step shows the time spent against the estimate.
Google Calendar and emails
A meeting links to Google Calendar, and its time follows the calendar. A send email step goes out with a template from your Playbook.
The step's thread
Your teams mention each other there; each message stays internal or becomes visible to the customer.
Milestones
In your Playbook, a step can be a milestone. The portal can show your customer each milestone and its progress.
AI-suggested planning
SoonTime slots suggested for your steps, which you accept or decline.
Daily workload
SoonEach day's workload, compared with the day's capacity.
Reserved time
SoonA reserved time slot to move forward on several grouped tasks.
Steps from meetings
SoonActions noted during a meeting become steps, which your CSM approves.
Questions about steps
A step assigned to the customer
What the customer sees
An AI Teammate on a step
Messages to the customer
Time spent
Delays
A step added along the way
See who acts and who is waiting, on every step of your journeys.
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