Overview
The Implementation Tab is where CSMs spend most of their time. It’s your workspace for reviewing AI-generated action drafts, making edits, and executing actions that reach customers. [SCREENSHOT: Implementation tab showing action list] Caption: All actions for the account, organized by milestoneNavigating the Implementation Tab
Tab Location
From any account:- Click account name in accounts list
- Navigate to “Implementation” tab (alongside Timeline, Details, etc.)
What You See
Action List
All actions for this account, grouped by milestone
Status Filters
Filter by pending, ready, executed, completed
Milestone Groups
Actions organized under their parent milestone
Quick Actions
Execute, edit, skip, reschedule from list view
Action States
Actions progress through these states:| State | What It Means | CSM Action Required |
|---|---|---|
| Pending | Trigger hasn’t fired yet | Wait for scheduled time |
| Ready | Draft generated, needs review | Review and execute |
| Review Pending | You requested regeneration | Review new draft |
| Executed | Sent to customer | Wait for customer response |
| Completed | Customer responded or CSM marked done | None (move to next) |
Action Review Workflow
Step 1: Review AI-Generated Draft
When an action reaches “ready” status:- Click action to expand details
- Review generated content:
- Email subject and body
- Form fields and instructions
- Document request details
- Meeting agenda
- Check for accuracy:
- ✅ Correct customer name and details
- ✅ Appropriate tone and language
- ✅ Relevant content for this customer
- ✅ No placeholder text or errors
Step 2: Edit (If Needed)
Click “Edit” to customize:- Email Actions
- Form Actions
- Document Requests
- Meeting Actions
Edit:
- Subject line
- Email body (rich text editor)
- Recipients (to/cc/bcc)
- Variables (auto-replaced at send time)
- Add customer-specific examples
- Reference previous conversations
- Adjust timeline or deadlines
- Include relevant resources
Step 3: Regenerate (Optional)
If the draft needs major changes:- Click “Regenerate”
- Add instructions: “Make it more casual,” “Add urgency,” “Focus on technical aspects”
- AI generates new draft with your guidance
- Review new version
- Repeat if needed
Regeneration uses the same customer context plus your instructions. It doesn’t remember previous regeneration attempts, so be specific!
Step 4: Execute
When you’re satisfied with the content:- Click “Execute” button
- Confirm execution (cannot be undone)
-
Thread processes the action:
- Email: Sent via email system
- Form: Created in customer portal
- Document: Upload interface appears in portal
- Meeting: Scheduling link activated
- Slack: Message posted to channel
- Action state changes to “executed”
- Customer receives/sees the action
Step 5: Track Completion
Monitor customer responses:Auto-Completing Actions
Auto-Completing Actions
These actions auto-complete when customer responds:
- Forms: Complete when submitted
- Documents: Complete when uploaded
- Slack: Complete when posted (optional manual)
Manual-Completing Actions
Manual-Completing Actions
These require CSM to mark complete:
- Emails: Mark done after customer replies or time passes
- Meetings: Mark done after call happens
- Manual actions: Mark done when you complete the task
- Click action
- Click “Mark as Complete”
- Add completion note (optional)
Batch Operations
Work more efficiently by handling multiple actions:Filtering for Efficiency
- By Status
- By Milestone
- By Action Type
Filter to see only:
- Ready (needs review)
- Executed (track responses)
- Pending (scheduled)
- Completed (done)
Quick Actions
From the action list view:- Execute: Click lightning bolt icon
- Edit: Click pencil icon
- Skip: Click skip icon
- Reschedule: Click calendar icon
Advanced Features
Action Notes
Add internal notes to actions: Use cases:- Document why you skipped an action
- Note customer feedback
- Track issues or blockers
- Leave context for other CSMs
- Click action
- Scroll to “Notes” section
- Add note with timestamp
- Save
Action History
View execution and edit history: What’s tracked:- When action was created
- When draft was generated
- Edit timestamps and who edited
- Execution timestamp
- Completion timestamp
Custom Actions
Add actions not in the template: When to add:- Customer-specific requirement
- Follow-up needed
- Edge case
- Navigate to milestone
- Click “Add Custom Action”
- Select action type
- Configure content and triggers
- Save
Common Workflows
Daily CSM Routine
Morning Review (15 min)
- Open Implementation Tab
- Filter to “Ready” actions across all accounts
- Scan for urgent actions (meetings, time-sensitive)
- Prioritize by customer ARR or risk level
Action Execution (1-2 hours)
- Review top-priority actions
- Edit for personalization
- Execute in batches
- Track executions in CRM/notes
Customer Response Check (30 min)
- Filter to “Executed” actions
- Check for customer responses
- Mark actions complete
- Follow up on delays
Weekly CSM Routine
Account Health Review
Check each active account:
- Milestone progress
- Action completion rates
- Customer engagement
- Blockers or risks
Template Feedback
Note patterns:
- Which actions always need editing?
- Which actions get skipped?
- Where do customers get stuck?
- What’s missing?
Troubleshooting
”Action Draft Not Generated”
Problem: Action is “ready” but no draft content Solutions:- Check if OpenAI API is working (system-wide issue)
- Click “Regenerate” to retry
- Manually write content if urgent
- Report to support if persistent
”Customer Hasn’t Completed Action”
Problem: Form/document request executed but customer hasn’t responded Solutions:- Check customer portal—is action visible?
- Send reminder email (manually)
- Reach out via Slack if connected
- Schedule call to complete together if blocking
- Extend deadline if not urgent
”Wrong Content Generated”
Problem: AI draft doesn’t match customer situation Solutions:- Edit draft with correct info
- Add more customer context to account notes
- Use “Regenerate” with specific instructions
- Report pattern to support (helps improve AI)
“Action Executed by Mistake”
Problem: Accidentally clicked Execute on wrong action Solutions:- Immediately email customer: “Please disregard previous email”
- Send corrected version manually
- Mark original as complete (with note)
- There’s no “undo”—be careful with Execute button!
Best Practices
Review Promptly
Check “Ready” actions within 24 hours of generation
Personalize Always
Add customer-specific details to every action
Track Completion
Mark actions complete as soon as customer responds
Note Everything
Use action notes to document decisions and context
Batch Similar Actions
Execute similar actions together for efficiency
Plan Ahead
Review pending actions to prepare for next week