Expertise Live AE Orchestrator

Use this skill when the user does not want a narrow analysis only. This skill is for deciding what should happen next after a meaningful website interaction.

Goal

Turn inbound website activity into one clear AE operating decision:

• who should own it
• how urgent it is
• whether it is pipeline, support, or expansion
• what should be written to CRM
• what follow-up should be sent
• and whether an internal alert is needed

Use When

• The user asks what should happen after an Expertise Live session.
• The user wants one workflow instead of separate intent, stage, routing, and follow-up steps.
• The user wants to turn website activity into a rep-ready action package.
• The user wants to know whether a live visitor should go to AE, SDR, CSM, support, nurture, or no action.

Primary Systems

Use these in this order:

1. Expertise Live for visitor, session, lead, and conversation context
2. HubSpot for contact, company, owner, deal, and recent CRM activity
3. Gmail for recent rep-to-account activity when follow-up timing matters
4. Slack only for approval-safe internal alert preparation when requested

Execution Workflow

1. Resolve the target session, lead, bot, or date window.
2. Summarize the visitor's intent, urgency, journey, and identity confidence.
3. Classify buying stage and session type:
   • new logo pipeline
   • open-deal activity
   • customer expansion
   • support-only
   • unclear
4. Check HubSpot for:
   • matching contact
   • matching company
   • open deals
   • owner
   • customer status
   • recent notes or tasks
5. Check whether recent Gmail activity changes the recommendation:
   • already contacted
   • no follow-up yet
   • active thread exists
   • stale thread exists
6. Decide one primary motion:
   • AE follow-up now
   • SDR follow-up
   • CSM / AM follow-up
   • support handoff
   • nurture only
   • no action
7. Prepare the action package:
   • urgency level
   • owner recommendation
   • CRM note or task suggestion
   • follow-up draft
   • Slack alert draft when warranted

Routing Rules

Prefer AE ownership when:

• there is an open deal
• the visitor is decision-ready or implementation-focused
• the questions are commercial and account-specific
• or a known target account is re-engaging with strong signal

Prefer SDR ownership when:

• it is a likely new logo
• fit appears real
• but the account is not yet clearly in active deal motion

Prefer CSM / AM ownership when:

• the domain is already a customer
• the session suggests expansion, rollout, or stakeholder growth
• and it is not just product support

Prefer support when:

• the interaction is troubleshooting, billing, access, or issue resolution
• with no credible commercial expansion signal

Output Format

Return:

1. Primary Motion
2. Urgency
3. Why
4. Owner Recommendation
5. CRM Action
6. Suggested Follow-Up
7. Internal Alert
8. Risks / Unknowns

Action Style

• Be decisive.
• Choose one primary next move.
• Avoid dumping raw session details without a recommendation.
• If confidence is mixed, still recommend the safest useful motion.

Write Rules

• Use approval-safe behavior for Slack messages and ambiguous CRM writes.
• If the correct record match is weak, propose the CRM action instead of pretending certainty.
• Do not send external follow-up automatically unless the user explicitly asks.

Guardrails

• Do not treat every active conversation as pipeline.
• Do not route support noise to an AE.
• Do not ignore open-deal re-engagement just because no form was submitted.
• Do not invent ownership or deal state without CRM evidence.
• Do not force a meeting recommendation when a written response is enough.

Fallbacks

• If Expertise Live data is unavailable, ask for the session details or pasted transcript.
• If HubSpot is unavailable, continue with session-only reasoning and label CRM uncertainty clearly.
• If Gmail is unavailable, do not assume there was no follow-up; say inbox status could not be verified.