Setting up processes

You need the Admin or Manager role for this part.


7. Plan your process

Make three choices before you build. Changing them later is possible but can reshuffle work already recorded.

Recurring or one-off?


 Recurring One-off
Timing Same calendar period for everyone (month, quarter, half year, year, or fiscal variants) Each customer's own window of 30, 60, 90 or 1–365 days, from the day they join
Use for Ongoing work: QBRs, check-ins Programs: onboarding, renewal, rescue plans

Which segment? Customers join and leave automatically as they match the segment (checked hourly). You can't add customers by hand.

How often? Frequency is the number of times per cycle. The maximum is once a month (e.g. 3 in a quarter), or once per 30 days in a one-off.

8. Create activities

In the process builder, click New activity in the library on the left.

  1. General: name, a one- or two-sentence description, a category (Engagement, Commercial or Value) and an impact level (Low 1, Medium 2, High 3 points).
  2. Detection: choose Detect automatically (the AI looks for evidence in emails, calls, meetings and notes) or Complete manually. For automatic detection, review the drafted prompt and decide on Auto-transition: on completes immediately; off sends a suggestion for approval.
  3. Actions: pick the actions to recommend in the activity panel.

Tips

  • Describe evidence, not goals: "customer confirmed in writing they will renew", not "renewal secured".
  • Say what doesn't count, e.g. "a meeting invite alone is not enough".
  • Turn Auto-transition off for high-value or judgement-based activities.
  • Editing an activity changes it in every process that uses it. Need a variant? Create a new activity.

9. Build and publish

  1. On the Processes page, click Create a process.
  2. Pick a template or Start from scratch, then set the name, cycle and segment.
  3. Add activities from the library. For each, set the frequency and an optional reminder (7, 14 or 30 days before the end or after the start of each period).
  4. Check the timeline on the right, then click Publish process.

Drafts save automatically and track nothing until published. A recurring process published mid-period runs to the end of that period.

Template Cycle Best for
Onboarding One-off, 90 days New customers
Renewal One-off, 90 days Customers nearing contract end
High-touch Quarterly Strategic accounts
Mid-touch Bi-annual Mid-sized accounts
Low-touch Annual Long-tail accounts

10. Change or delete a process

Open a published process from the All tab, make changes and click Save changes.

Change Effect
Rename, add or remove activities Immediate; recorded completions and points are kept
Segment Applied at the next hourly check
Cycle The running cycle moves to the new window
Frequency Rebuilds the occurrence grid; avoid on a running process

If a lower frequency leaves no room for existing completions, they are set aside and restored if you raise it again. Set-aside completions don't count towards progress or points.

Deleting a process (row menu on the All tab) removes it and its points from the ranking; history and activities are kept. Deleting an activity removes it from every process; recorded statuses are kept.