Templates

AOP Templates

Pre-built Agent Operating Procedures for common use cases.

Available Templates

Onboarding Templates

New Account Welcome

When a new account is created:
1. Send personalized welcome email within 24 hours
2. Create onboarding checklist tailored to account size
3. Schedule kickoff meeting based on tier:
   - Enterprise: Within 7 days
   - Mid-Market: Within 14 days
   - SMB: Within 30 days
4. Assign CSM based on account tier
5. Send relevant documentation and resources
6. Set up 30-day check-in reminder

Onboarding Completion

When onboarding checklist is 80% complete:
1. Send congratulations email
2. Schedule success review call
3. Create QBR preparation task for 60 days
4. Review account health baseline
5. Send additional resources based on usage

Monitoring Templates

Daily Health Check

Every day at 9 AM:
1. Scan all active accounts
2. Identify accounts with health drops > 10 points
3. Flag accounts with new critical signals
4. Create action items for significant changes
5. Send morning digest to CS team

Risk Monitoring

When a risk signal is detected:
1. Analyze risk factors and severity
2. If critical (score > 80):
   - Alert CSM immediately
   - Create urgent action item
   - Consider escalation
3. If high (score 60-80):
   - Notify CSM
   - Create action for 48-hour follow-up
4. If medium (score 40-60):
   - Add to weekly review
   - Create standard action
5. Update account risk timeline

Engagement Tracking

Weekly, every Monday:
1. Identify accounts with no activity > 14 days
2. Check for recent champion changes
3. Create re-engagement tasks for inactive accounts
4. Alert CSMs of at-risk relationships

Renewal Templates

Renewal Reminder - 90 Days

When account renewal is 90 days away:
1. Analyze account health and trajectory
2. Prepare renewal conversation guide
3. Create QBR deck
4. Schedule kickoff meeting
5. Set milestone reminders for 60 and 30 days

Renewal Reminder - 30 Days

When account renewal is 30 days away:
1. Review renewal status and outstanding items
2. If not progressing:
   - Escalate to CS Manager
   - Create executive outreach action
3. If on track:
   - Confirm contract terms
   - Send final renewal paperwork
4. Update renewal forecast

Support Templates

Post-Support Follow-Up

When support ticket is closed:
1. Wait 3 days after resolution
2. Send satisfaction check-in email
3. If customer responds negatively:
   - Create escalation action
   - Notify CSM
4. If positive:
   - Request NPS score if not provided
   - Identify upsell opportunities
5. Log interaction to timeline

High Ticket Volume Alert

When account creates 3+ tickets in 7 days:
1. Analyze ticket categories
2. Identify root cause if possible
3. Create action to reach out proactively
4. If technical issue:
   - Coordinate with support team
   - Consider offering training
5. Update account health factors

Engagement Templates

Check-In Reminder

When scheduled check-in is 1 day away:
1. Review account history
2. Prepare talking points based on recent activity
3. Check for outstanding action items
4. Prepare any relevant resources
5. Confirm meeting still on calendar

Post-Meeting Follow-Up

After a meeting is logged:
1. If action items identified:
   - Create action items in Karolina
   - Assign owners and due dates
2. Send meeting summary email
3. Update account timeline
4. If next steps not clear:
   - Send follow-up to clarify

Expansion Templates

Expansion Opportunity Detected

When usage exceeds 80% of plan limit:
1. Analyze usage patterns
2. Identify expansion candidates
3. If clear opportunity:
   - Create expansion action
   - Notify CSM
4. If uncertain:
   - Schedule usage review call
5. Update account opportunity score

Champion Promotion Alert

When champion is promoted or role changes:
1. Analyze new role implications
2. If expanded scope:
   - Identify new stakeholders
   - Look for expansion opportunities
3. Schedule relationship building meeting
4. Create executive alignment task
5. Update stakeholder map

Using Templates

Creating from Template

Go to Agents → AOPs
Click Create from Template
Browse available templates
Select template
Review and customize
Save as new AOP

Customizing Templates

Section	What to Customize
Trigger	Timing, conditions
Actions	Specific steps, owners
Thresholds	Numbers, percentages
Notifications	Recipients, channels
Escalation	Who to involve

Template Variables

Use dynamic values:

Variable	Replaced With
`{{account_name}}`	Account company name
`{{cs_name}}`	Assigned CSM name
`{{health_score}}`	Current health
`{{renewal_date}}`	Contract end date
`{{mrr}}`	Monthly revenue
`{{today}}`	Current date

Organization Templates

Share with team:

Click Share on template
Select team members
Choose permission level
Team can use and modify

Template Categories

Organize by:

Category	Examples
Onboarding	Welcome, training, kickoff
Monitoring	Health, risk, engagement
Renewal	Reminders, negotiations
Support	Follow-ups, escalations
Expansion	Opportunities, upsells
Custom	Your specific workflows

Template Best Practices

Practice	Benefit
Start with templates	Faster to build
Customize for your team	Better fit
Test before enabling	Catch issues
Document changes	Track modifications
Share successful ones	Team benefits