Catch follow-ups with AI Actionables

An actionable is one outstanding thing attached to one contact: someone is waiting on your team. It is not a task you created. It is a fact about the conversation that the system noticed and keeps checking until it stops being true.

That matters, because a to-do list goes stale the moment somebody forgets to tick it. The commonest actionable, an Unanswered question, is re-derived from the thread: after each burst of messages the AI looks again at what the conversation is waiting on. Answer the customer and the row closes on its own.

The unanswered question is the heart of it. Three other things put a contact on the same list, so a person is never told about the same customer in two different places. Each row carries an icon; hover it to see the label.

There is no page in the sidebar to remember. Actionables come to where you already are. All of these appear only while Enable AI Actionables is on.

Two more places carry the same signal:

• The daily email digest lists what newly opened since the last one, to everyone in the workspace. It goes out once a day from 9am in the workspace’s timezone, with the subject “You have N new follow-ups”, and is skipped when nothing new opened.
• No push alert. Nothing pings the bell when a row appears. If you want a person or a message triggered by one, use the workflow trigger below.

Settings → AI Actionables holds the whole configuration: four fields, one save. If you cannot see the row in Settings, AI Actionables is not on your plan, or your role does not include it. Ask an owner, or talk to us.

• Days until gone quiet - how long a buying-intent contact may be silent before they show as Gone quiet. Tune it to your sales cycle: three days suits a tuition enquiry and is far too twitchy for a six-month B2B deal.
• Daily digest - one email a day to the workspace’s users with what newly opened, from 9am in your timezone, skipped when nothing is new.

When you want a person told, a note left or a tag applied the moment a row appears, use the Attention needed trigger. In the workflow editor it sits with the Contact triggers. It starts the workflow each time a contact is added to the Actionables list, and again when a snooze ends.

• Unanswered question and Gone quiet are found by AI Actionables, so they only start a workflow while it is on. The editor tells you so, with a link to turn it on.
• A row that is created snoozed starts the workflow on the day the snooze ends, not when it was created.
• Manually restoring or undoing a row does not start it again, on purpose: that is a person correcting a click.
• To raise one from a workflow, add the Flag for attention step with a note. The note becomes the row’s text, and the row shows “via” the workflow’s name.

The AI already understands what a question looks like. What it cannot know is your business: which words mean someone is close to buying, and which apparent questions are just chatter. That is all the instructions field is for. Where your instructions and its defaults disagree, it defers to you.

Good instructions are concrete and short. Three that earn their place:

• Dismiss and Done are not the same. Done means handled; Dismiss means it should never have been raised. Both land in the Done tab, so scan there for a pattern in what you dismiss. Dismissing a question is sticky: the same message will not raise it again.
• Only a person’s reply answers a question. Workflow messages, AI agent replies, bulk sends and away messages are ignored. A reply that only says “let me check” still counts, because the team has engaged. Promises are not tracked as their own row.
• One claim per contact. The AI keeps at most one question open per conversation. Gone quiet is held back while another actionable is open on the same contact, and so is a Win-back hand-over, so nobody is queued twice for the same person.
• Gone quiet needs buying intent first. A quiet contact who never showed interest never becomes a row. If leads you care about are missing, say what buying intent looks like in your instructions.
• Flagged wants a person. Only a message typed in Exabloom or sent from the phone clears it. A workflow send, an AI agent reply, a bulk send or a scheduled message does not.
• Reactions count. A customer reacting to your message counts as engagement for a Gone quiet row, and a teammate reacting to a customer’s question counts as acknowledging it.
• Switching it off hides the lists, it does not delete anything. The strip, the Leads column and the panel section disappear and AI detection stops. Flags from workflows and hand-overs from Win-back are still recorded underneath, and the Attention needed workflow trigger still fires for them.
• The email digest lists new rows only. It is not a standing list of everything open, that is the dashboard. Nothing new, no email.

The Lead Info panel’s section can be reordered or hidden like any other; see Customise the Lead Info panel.