Actions

Actions

Prioritized, actionable tasks to manage your customer success workflow.

Overview

Actions are the tasks and follow-ups generated from signals, recommendations, and manual creation. They help you stay organized and ensure nothing falls through the cracks.

Action Types

Action Properties

Each action contains:

Action Priority

Action Status

Viewing Actions

My Actions

View your assigned actions:

1. Go to Actions in the sidebar
2. Click My Actions
3. See all tasks assigned to you

All Actions

View team-wide actions:

1. Click All Actions
2. Filter by:
   • Assignee
   • Account
   • Type
   • Priority
   • Status
   • Due date
3. Sort by priority or due date

Kanban View

Visual board layout:

1. Click Kanban view toggle
2. See actions by status column:
   • To Do
   • In Progress
   • Done
3. Drag and drop to update status
4. Filter by team member

Calendar View

Actions with due dates:

1. Click Calendar view toggle
2. See actions on calendar grid
3. Click date to see actions
4. Drag to reschedule

Creating Actions

Manual Creation

1. Click Create Action button
2. Fill in details:
   • Title (required)
   • Type (required)
   • Account (required)
   • Due date
   • Priority
   • Assignee
   • Notes
3. Click Create

From Signal

Convert a signal to an action:

1. Open a signal
2. Click Create Action
3. Pre-filled with signal context
4. Adjust details as needed
5. Click Create

From Account

Create action for specific account:

1. Open account profile
2. Go to Actions tab
3. Click Add Action
4. Fill in details
5. Click Create

AI-Generated Actions

Karolina AI can suggest actions:

1. Go to Actions
2. Click AI Suggestions
3. Review suggested actions
4. Accept or dismiss individual suggestions
5. Edit before accepting if needed

Completing Actions

Mark Complete

1. Click the action
2. Click Mark Complete
3. Optionally add completion notes
4. Action moves to Completed

Quick Complete

From list or kanban:

1. Click the checkmark icon
2. Action marked complete immediately
3. No additional steps required

Bulk Complete

Complete multiple actions at once:

1. Select multiple actions (checkboxes)
2. Click Complete Selected
3. All marked complete

Action Workflows

Snooze

Postpone an action:

1. Click the action
2. Click Snooze
3. Select new due date
4. Action moves to new date

Reassign

Change who it’s assigned to:

1. Click the action
2. Click Reassign
3. Select new team member
4. Assignee updated

Link to Signal

Connect to an existing signal:

1. Click the action
2. Click Link Signal
3. Search and select signal
4. Connection created

AI Action Generation

Karolina AI automatically generates action recommendations:

Recommendation Sources

Managing AI Suggestions

Configure in Settings → Actions → AI Suggestions.

Approval Workflows

Some actions require approval before execution:

Approval Required

Actions marked for human review:

1. AI generates draft action
2. Assigned to manager for approval
3. Manager approves or rejects
4. If approved, action moves to assignee

Approval Settings

Configure approval rules:

1. Go to Settings → Workflows
2. Click Approval Rules
3. Add rule:
   • When [condition]
   • Require approval from [role]
4. Save

Notifications

Email Notifications

Receive action reminders:

Slack Notifications

Get alerts in Slack:

1. Connect Slack integration
2. Go to Settings → Notifications
3. Enable Slack for actions
4. Configure channels per action type

Reporting

Action Metrics

Track action performance:

Exporting Actions

1. Go to Actions
2. Apply filters
3. Click Export
4. Choose format (CSV, Excel)
5. Download

Troubleshooting