# Customer Pulse: Cross-Account Activity Briefing

> **Version 1.0.0 · Last updated 2026-10-22 · Difficulty: Beginner · Setup time: 20–40 minutes**

> 🧩 **Based on the prebuilt skill `Customer-Pulse`.** You attach it; you don't have to write it.

Your clone reviews recent activity across all your customers and prospects and emails you one briefing: what happened, how it feels, what's open, and what to do next.

---

## 1. Overview and value

Customer activity is scattered across email threads, meetings, CRM changes and Linear issues. Nobody reads all of it, so risks and momentum get noticed late.

Customer Pulse looks at a window (default **past 24 hours**, or what you ask for, like "past 7 days" or "since Monday") and builds a briefing.

**Per account:**
- what happened (emails, meetings, CRM changes, issues),
- sentiment,
- open asks and what we owe,
- deal movement,
- risks,
- a recommended next step.

**Then a cross-account summary:** accounts needing attention, momentum list, at-risk list, and the top 3 actions.

---

## 2. Who it's for

- **Leadership** wanting a daily or weekly read on customers.
- **Customer Success** managers covering many accounts.
- **Sales** reps and managers tracking deals and prospects.
- **RevOps** teams checking CRM activity against what's really happening.

## 3. How it works

```
 "Run Customer Pulse for the past 24 hours"  (or scheduled)
                  │
                  ▼
 ┌─────────────────────────────────────────────────────────┐
 │ Customer-Pulse                                          │
 │  1. Set the window ({WINDOW}) and filters               │
 │  2. Collect, per source (fail-closed status):           │
 │      Email · Calendar + meeting_archive + call_archive  │
 │      · CRM changes · Linear · knowledge notes           │
 │  3. Match activity to accounts (by domain / CRM record) │
 │  4. Per account: what happened, sentiment, open asks,   │
 │     deal movement, risks, next step                     │
 │  5. Cross-account summary + top 3 actions               │
 │  6. Build HTML email                                    │
 └───────────────────────────┬─────────────────────────────┘
                             ▼
        Email to the requesting user (+ Slack/Teams if stated)
```

## 4. What the clone does (and never does)

**Does:** reads only connected sources; reports each source as checked with activity, checked with none, not connected, or failed; groups by account; recommends next steps.

**Never:** invents activity or sentiment; treats "not connected" as "no activity"; includes personal contact details beyond what's needed (names and roles only when relevant); emails customers; writes to the CRM, Linear or email.

## 5. Setup walkthrough

1. **Check requirements (5 min).** See REQUIREMENTS.md.
2. **Hand CLONE-INSTRUCTIONS.md to your clone** and say "Set this up. Show me a plan first."
3. **Review discovery (3 min).**
4. **Attach Customer-Pulse (2 min).** The clone does this via the platform.
5. **Connect sources (10–25 min).** Email, calendar, CRM, Linear, knowledge bases. You sign in; no passwords to the clone.
6. **Answer placeholders (3 min)** (section 6).
7. **Test (5 min):** say **"Run Customer Pulse for the past 24 hours"**.
8. **Optional schedule:** for example weekdays at 7:30 AM (prompt in CLONE-INSTRUCTIONS.md).

## 6. Placeholders to decide

| Placeholder | What it means | Example |
|---|---|---|
| `{WINDOW}` | Time window | past 24 hours, past 7 days, since Monday |
| `{ACCOUNT_FILTER}` | Optional scope: owner, segment, customers vs prospects | my accounts only; Enterprise segment; customers only |
| `{BRIEFING_RECIPIENTS}` | Who gets the email (default: you) | you@yourcompany.com |
| `{DELIVERY_CHANNEL}` | Optional Slack/Teams channel | #customer-pulse |
| `{RUN_TIME}` | Schedule with time zone | 7:30 AM America/New_York, Mon–Fri |

## 7. What to expect

- A briefing email within a few minutes of the request.
- Top: a source-status line and the cross-account summary. Below: one section per active account.
- Accounts with no activity are not listed (just a count).
- Quiet window: a short "no customer activity" note plus sources checked.

## 8. Customizing

Say things like: "Only my accounts", "Prospects only", "Past 7 days", "Since Monday", "Top 5 actions", "Skip Linear", or "Also post a short version to {DELIVERY_CHANNEL}".

## 9. Known gotchas

- **Only knows connected sources.** Missing sources are reported as not connected, not as quiet.
- **Personal-domain emails (gmail.com and similar) don't map to accounts** unless the contact is in the CRM.
- **Window wording matters.** "Past 24 hours" and "since yesterday" are different. Be specific.
- **Not the same as other cards:** Voice of the Customer finds themes across feedback; Account Health is a weekly grading written to the CRM. Pulse is a read-only activity briefing.
- **Slack/Teams can't be read.** Delivery only.

## 10. FAQ

**Does it change my CRM?** No, read-only.

**Prospects too?** Yes, unless `{ACCOUNT_FILTER}` says customers only.

**HubSpot support items?** No ticket operator; it uses notes and tasks via HubspotEngagementOperator.

**Can others receive it?** Yes, name them in `{BRIEFING_RECIPIENTS}` or in the request.

## 11. Troubleshooting

| Symptom | Likely cause | Fix |
|---|---|---|
| No email received | Wrong recipient or schedule paused | Check the task and recipient |
| An account is missing | Personal-domain emails or no CRM match | Add the contact or domain in the CRM |
| "Email not connected" | Sign-in expired | Reconnect Gmail or Outlook |
| Window looks wrong | Vague wording | Use "past 7 days" or an explicit date |
| Too many accounts | No filter | Set `{ACCOUNT_FILTER}` |
| No call or meeting data | Clone wasn't in the meeting | Only `meeting_archive` and `call_archive` content is available |

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**Version:** 1.0.0 · **Last updated:** 2026-10-22 · Part of the Clone Use Case Library.