Skip to main content
Success Follow-ups is the operating queue for account follow-up work. It brings together customer context, calls, conversations, release matches, pipeline data, health movement, and draft outreach so Success teams can review what needs attention without losing work between sessions.

​
What Follow-ups Tracks

Follow-up items can come from several Success workflows:
  • Call follow-ups from action items and customer conversations
  • Release follow-ups from Close the Loop matches
  • Account additions and identity cleanup work
  • Health movement for accounts with recent score or risk changes
  • Trial changes from Convert, including expiring or changed trial accounts
  • Pipeline and contract context for accounts that need commercial attention
Each follow-up keeps its evidence, draft state, review state, and related account context over time.

​
Working the Queue

1

Open Follow-ups

Go to Success → Follow-ups.
2

Review the item

Open a follow-up to inspect its evidence, customer context, related calls, conversations, health data, contracts, pipeline, and linked Knowledge pages.
3

Draft outreach

Use the available context to draft a customer follow-up. Release-related follow-ups can include the shipped feature, request evidence, and deep links.
4

Dismiss when complete

Dismiss reviewed items without deleting the underlying account, call, request, or signal data.

​
Account Context

Follow-ups are connected to Success people and company views. From a follow-up, you can move into the related customer profile to inspect:
  • Account health and risk factors
  • Contracts, renewals, and pipeline context
  • Re-engagement history
  • Calls, conversations, and customer activity
  • Related Knowledge pages and request evidence

​
Close the Loop Drafts

When a shipped feature matches customer requests, Follow-ups can help prepare the outreach workflow:
  • Searchable customer and request lists
  • Deep links to the matched release and supporting evidence
  • A draft follow-up sheet before opening Gmail
  • Persistent review state so the same match is not repeatedly reworked
Use Follow-ups as the daily Success queue. Health, Convert, Contracts, Pipeline, Re-engage, and Close the Loop still provide focused views, but Follow-ups is where cross-section account work is reviewed and closed.