Section 20 · Sales Rep Work Elimination / Zero-Entry CRM

20.34Cross-department account-context alert

Designed for Phase 2

No.: 20.34
DMA's reference: Decision Book p.43
Phase: Phase 2
Autonomy: L1 · Recommend
DMA's decision: Yes

◆ Amended in v3 of the book.

What DMA asked for · Decision Book p.43

Alert the rep when another team knows something about the account.

Why it matters to DMA: A rep shouldn't pitch an upsell while the client has an open complaint.

In our words, from DMA's Product Decision Book v3, page 43.

How we do it

Scheduled for Phase 2 in DMA's book.
When an account has an open issue elsewhere (service, billing), the rep is told before reaching out, and outreach can be held.

Already in place

The brief already shows "active client" and "open issue" flags.
Outreach to suppressed contacts is blocked in code.

What the later phase adds

Reading the other teams' systems DMA connects, and an alert to the rep.

The flow

It plays on its own while it's on screen; hover or use the controls to pause or step through.

Step 1 of 3

An issue

Billing has an open dispute.

Stored data
Rule in code
Person

Where the data goes

The same six stages on every page. Nothing reaches Nutshell except through the write gate.

1Other systems
Source
Other teams' systems, once connected.
2Sync
Copies Nutshell changes into the bridge database
Not involved.
3Bridge database
A copy of the CRM data, plus what the AI works out
Account flags.
4AI
Claude models, only through DMA's own gateway
No AI model is involved: rules decide.
5Write gate
The only way back into Nutshell: checked, approved when needed, sent once
Outreach can be held.
6Nutshell
The system of record
Nutshell is not changed.

The tables behind it

Drawn from the POC's database catalogue: structure only, no data.

PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)

Table	What it holds	Columns
ai.account_twin	The account's current AI picture: lifecycle, tier, next best action and whether it can be contacted.	16

How the tables connect (1)

Column	Points to	Kept by
ai.account_twin.prompt_id	agent.prompts	The application (by id)

Worked example

Synthetic demo data: every name, business and number is made up.

A designed example (synthetic).

An alert

Account: Riverbend Orthodontics
Other team: Billing: invoice disputed
So: Hold the upsell e-mail

In the running POC

There is no screen for this one yet: it is designed for Phase 2, as DMA's book decides. The parts listed under “Already in place” run in the POC today.

Status

Designed for Phase 2

Designed for Phase 2. DMA's book schedules this for Phase 2. The design is ready and builds on parts that already run in the POC.