Section 6 · The 'Why Now?' Engine
6.6Reputation trigger
Designed for Phase 2- No.
- 6.6
- DMA's reference
- Decision Book p.18
- Phase
- Phase 2
- Autonomy
- L1 · Recommend
- DMA's decision
- Yes
What DMA asked for · Decision Book p.18
Notice bad press, a run of negative reviews or search-result problems that create an immediate need.
Why it matters to DMA: It is an urgent, high-intent moment for DMA's reputation service in particular.
In our words, from DMA's Product Decision Book v3, page 18.
How we do it
- DMA's book schedules this for Phase 2, with a review and news monitoring feed. The POC already has everything the trigger feeds into; the feed itself is the Phase 2 work.
- Designed flow: the feed reports an event (a dormant prospect received five one-star reviews in two weeks). Review profiles and news mentions are matched to the account by business name, address and domain.
- The event becomes a dated signal on the account, like a contract end from a note. DMA's rules decide whether it changes the next best action, and the message angle is a calm offer of help with the reviews, never a comment on the complaints themselves.
- Nothing reaches the prospect without the consent gate and the send limits, and new message angles are approved before use.
Already in place
- The chat's approved answers and the rule that blocks unsourced claims already keep messages factual; a reputation message would use the same checks.
- The why-now slot on every account, with dated signals, their status and where they came from (6.1).
- Scoring and next-best-action rules kept as versioned data: a new trigger is a rule change a person approves, not new code paths.
- Consent, suppression, verified addresses and send limits on every message, whatever started it.
What the later phase adds
- Review and news monitoring for dormant accounts.
- A reputation signal with the count, the period and the source, and a person's check before any message.
- A careful message angle approved by DMA.
The flow
It plays on its own while it's on screen; hover or use the controls to pause or step through.
An event arrives
A dormant prospect received five one-star reviews in two weeks
- Stored data
- Rule in code
- Person
- Screen
Where the data goes
The same six stages on every page. Nothing reaches Nutshell except through the write gate.
- 1Event feed
Source
A review and news monitoring feed (Phase 2).
- 2Sync
Copies Nutshell changes into the bridge database
Nutshell history is already mirrored; the event is matched against it.
- 3Bridge database
A copy of the CRM data, plus what the AI works out
Stores the event, the match and its confidence, with an expiry.
- 4AI
Claude models, only through DMA's own gateway
Reads the event and writes the angle; code decides the score and the action.
- 5Write gate
The only way back into Nutshell: checked, approved when needed, sent once
Carries the reason and next action onto the account.
- 6Nutshell
The system of record
The rep sees the event as the why-now.
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.enrichment | Where bought-in data lands: provider, the fields returned, match confidence, cost and expiry. | 9 |
| ai.scores | The score, reason codes and next best action the event would feed. | 20 |
| ctrl.decision_log | Every trigger decision, with its inputs and the rule that fired. | 28 |
How the tables connect (4)
| Column | Points to | Kept by |
|---|---|---|
| ai.scores.prompt_id | agent.prompts | The application (by id) |
| ctrl.decision_log.agent_version_id | agent.agent_versions | The application (by id) |
| ctrl.decision_log.run_id | agent.runs | The application (by id) |
| ctrl.decision_log.conversation_id | conv.conversations | The application (by id) |
Worked example
Synthetic demo data: every name, business and number is made up.
Designed behaviour for one synthetic dormant account.
A run of negative reviews
- Event
- Five one-star reviews for Harbor Point Marina in 14 days (average rating from 4.6 to 4.1)
- Match
- Harbor Point Marina (business profile), confidence high
- What changes
- Why now: a sudden run of negative reviews
- Next best action
- A person reviews it first, then an email offering help, for approval
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.
See it live
Opens the exact screen in the running POC, in a new tab.
| Open | Where | What to try |
|---|---|---|
| Today | DMA AI dashboard | Where the event would show as the why-now; today it shows the why-now from DMA's notes. |
Status
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.