Customer cases that need supervised outreach.

Updated over a week ago


While Playbooks are the engine cornerstone for automating PLG activities in, Inbox is the manual exception you want to make. While we indeed all love to automate things, we also fear potential mistakes where suddenly a good customer would receive a “I’m sorry to see you go”-email, just because of some wrongly-set property.

And as such, there are several reasons to take the process into manual mode first. From a pure human perspective, you want to make sure that each campaign step takes the prospect closer to wanting to purchase your service, and you definitely want to experiment each of those steps first, one by one, to make sure of desired outcome. Also, some outreach sequences can result in so much different possible outcomes, that you want to be able to choose next steps, rather than follow a singular path. Onboarding new customers would be such example.

Inbox anatomy.

The items you place in the Inbox are called Cases. Each case can have 0 or more associated Tasks and Actions. One typically follows the guideline tasks, checks them off, while choosing which actions (available for the case) to manually execute.

A case will be created by either a playbook (automatically) or through quick actions on a user/account (manually)

Playbook creates case

Quick action creates case

The inbox consists of 3 main areas:

  • On the left, the case list shows you all cases that are assigned to you (or to a team you are part of). It can be re-ordered by Newest/Oldest first. Since cases can be open, closed or snoozed, you can select which list to show.

  • The current case is shown in the center and holds:

    • Referred user/account with main indicators of current stage, health and signals.

    • Case description

    • Tasks

    • Log

    • Actions

  • On the right, you have a pannel view of the referred user/account, with its:

    • Most important/preferred activities, scores, properties and metrics

    • The full event timeline.

    • All properties from all connected apps (Salesforce, HubSpot, Intercom, Platform....)

Day to day case handling

The day-to-day case handling is simple:

  • When a case has been handled, you can close the case, and it will be part of the closed cases list. You can choose to later re-open the case.

  • If it needs more time, you can choose to snooze the case till later moment, and it will be part of the snoozed cases list. You can choose to later unsnooze the case.

  • If the case was not appropriate, you may want to simply delete it.

  • And if you want to share a case by e.g. email, there's the option to copy the case URL to the clipboard.

  • Tasks are being checked off...or checked again if needed.

  • The operator takes best actions he/she deems necessary, by simply selecting the action and pressing the 'Send' button. When an action is executed for a case, it will be greyed out to avoid double actions.

  • Since cases can be assigned to teams, logs will show who did what, when.

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