Worklists
A worklist is a segment switched into work mode. The segment's filters decide who needs attention (health dropped, renewal approaching, trial heating up); the worklist tracks whether someone acted on it. Every customer that enters the segment becomes an open item, every item carries an AI brief with the context for the conversation, and one click marks it Handled.
Worklists live in two places:
- My day — one queue of open items across all your worklists, right in the main navigation with a live count.
- All worklists — one card per worklist with its open / handled counts, leading to the full list.
Turning a Segment into a Worklist
- Open the Customers page and edit the segment (or create a new one).
- Switch on Use as worklist.
- Fill in the description — required when enabling worklist mode.
- Save.
The description is not just a label — it is handed to the AI as the purpose of the conversation. "Renewal is due within 60 days — secure the renewal and probe for expansion" produces a very different brief and email draft than "Health dropped sharply — find out what went wrong". Write it the way you would brief a colleague.
The segment's impact setting (positive / negative) shows up on the worklist as an Opportunity or Risk badge, and tells the AI whether the account may grow or may be lost.
When you save, the list fills immediately with the customers currently matching the segment. If you see "Not tracked yet — fills in after the next data processing", the first pass simply hasn't run yet.
My Day
My day shows every open item across all your worklists — one row per customer per worklist, so a customer sitting in two lists appears twice, each time for its own reason. Each row shows the customer, the worklist, the owner, MRR, health score, and In list since — how long the item has been waiting.
Two controls keep the queue focused:
- Worklist filter — show a single worklist instead of all of them.
- Only customers I own — hide accounts owned by teammates. The switch is remembered per browser.
The count on the My day item in the navigation always shows how many open items are waiting.
The Worklist Overview and Detail
All worklists shows a card per worklist: name, description, the Risk / Opportunity badge, and the counts — to handle, handled, and the segment total.
Opening a worklist shows two tabs:
- To handle — customers waiting for action.
- Handled — customers resolved during their current stay in the segment, with who resolved them, when, and any note.
The two tabs always add up to the whole segment — nothing is ever silently dropped. Both tabs support search and sorting.
Handling Customers
Click Resolve on any row (or in the brief) and choose:
- Handled — removes the customer from the open list.
- Snooze — hides the customer until a date you pick; on that day they return to the open list automatically.
Either way you can attach an optional note describing what happened — it is saved to the customer and visible on their detail page like any other note.
Two more rules keep the list honest:
- Put back — resolved something by mistake? The Handled tab has a Put back button that reopens the item.
- Automatic re-entry — Handled applies to the customer's current stay in the segment. If a handled customer later leaves the segment and enters it again, that is a new situation, so they come back as a new open item.
The AI Brief
Click any row and a brief opens — the pre-call context for that customer in that worklist:
- A snapshot of hard numbers — health score and MRR (start → now), and the number of conversations, meetings, and notes since the customer entered the list.
- Five short AI-written sections:
- Why now — why this customer needs attention right now, grounded in the conditions that put them on the list.
- What changed — what moved since they entered (health, usage, MRR) and what likely drove it.
- Last conversation — the most recent relevant email, conversation, or meeting: topic, open requests, sentiment.
- What to say — concrete talking points aligned with the worklist's purpose, referencing the customer's own numbers.
- Risks — what could go wrong in this contact and what to avoid.
The brief uses only the customer's actual data — health history, usage metrics, MRR, conversations, meetings, and notes — the same sources as QBR reports. If a data category is empty, the brief says so instead of speculating.
The first open generates the brief and takes a few seconds; after that it opens instantly. When the underlying data changes, the brief regenerates automatically on the next open. Even if the AI part is temporarily unavailable, the snapshot numbers are always shown.
Email Drafts
Every brief can produce a short, personal outreach email written from its content — matched to the worklist's purpose, 80–160 words, with one clear ask.
Review the draft, edit the subject and body freely, then either copy it or fill in the recipient and open it in your mail client. Two things are deliberate here:
- Nothing is sent automatically — the draft is only handed to your own mail client.
- You type the recipient — the draft greets the contact with a placeholder, and you decide who actually receives it.
When Worklists Update
Worklist membership is recalculated as part of every data processing run — right after your scores and properties update, so the lists never react to stale data. Additionally, saving a worklist segment (enabling the switch or changing its filters) refreshes its membership immediately.
When you enable worklist mode on an existing segment, the customers already in it appear as items to handle — but they do not fire "Entered segment" alerts. Only genuinely new entries after that point trigger notifications.
Churned customers are excluded from worklists, matching the Customers page.
Get Notified: the "Entered Segment" Alert
Want a ping the moment someone enters a segment? Create a Smart Alert with the Entered segment condition — every customer that newly enters the chosen segment triggers an email and/or a Slack message, with a link straight to the worklist.
The alert works independently of worklist mode: you can watch a segment without turning it into a worklist, and vice versa.
Data Privacy & Security
- Briefs and email drafts are powered by Google Gemini via Google Cloud Vertex AI, with data processed in the EU.
- The customer's name and contact email addresses are never sent to the AI model — the model works with anonymized account data only and refers to the account as "the customer".
- Your data is sent solely to generate the brief or draft and is never used to train AI models.
- Full terms are available in our AI Features Terms of Use (opens in a new tab) and List of Processors (opens in a new tab).
FAQ
What's the difference between a segment and a worklist?
A segment answers "who matches these conditions right now". A worklist adds a work state on top: who has been dealt with during their current stay, who is snoozed, and who still needs attention. Same filters, plus accountability.
Why does a handled customer show up again?
They left the segment and entered it again. Handled covers one stay in the segment — a re-entry is a new situation that deserves a fresh look (and a fresh brief).
Can several teammates work the same list?
Yes. Everyone sees the same open items, resolutions record who handled what, and the Only customers I own switch on My day lets each person focus on their own accounts.
Does the brief cost anything or need setup?
No setup — it works out of the box with whatever data sources you have connected. The more sources (conversations, meetings, MRR), the richer the brief.
Can I turn a worklist off?
Yes — switch off Use as worklist in the segment settings. The segment itself keeps working as before; only the queue disappears.