Setup and customization checklist

Placeholders

• {{PRODUCT}}
• {{CALL_NOTES}}: the agent can read recent call notes or transcripts for a named account.
• {{USAGE_SOURCE}} and {{USAGE_UNIT}}: the agent can see plan, usage, top-ups and recent in-product activity per account.
• {{ACCOUNT_OWNER}} and {{OWNER_ALERT_CHANNEL}}.
• {{NO_REPLY_DAYS}} (default 10).

Decisions to make

• What counts as "quick succession" for play 1 (for example, two or more top-ups in 60 days).
• What counts as "low value realized" for play 5, and how the confirmation check is done.
• Your commercial options for play 3: annual terms, custom plans, volume pricing.
• Approval. Every message is queued for the account owner to approve. Do not enable automatic sending for these plays.

Behaviour that should not change

• Paying customers only; trials and win-backs use other plays.
• The hook is always the customer's own usage or words.
• One sequence per contact.
• The last step is an internal alert, never another pitch.
• Nothing reaches a customer executive without the owner's sign-off.