Accord Agents: Next Best Actions

Table of Contents

1. What is Next Best Actions? 
2. Configuring Next Best Actions (Admins)
3. Getting Next Best Action Suggestions
4. Reviewing and Accepting Suggested Next Steps
5. Recommended Resources
6. Troubleshooting

What is Next Best Actions? 

After a sales call, the next steps that move a deal forward are fresh in the moment and easy to lose by the time you are back in your Accord. Next Best Actions is an Accord Agent that reads new meeting transcripts from calls connected to your Accord (via Gong or Zoom) and drafts the required next steps to keep the deal moving.

Users can review each suggestion in their Next Steps view of an Accord and accept or dismiss each suggestion as needed. Accepted suggestions are automatically added into the Next Steps tabs under the appropriate stage. 

The agent can also point you to a resource already in the Accord that is worth sharing based on topics that came up during the call (i.e., SOC II Documentation).

Prerequisites

To get the best results from the Next Best Steps Agent enable and configure the following features in Accord.

• Meeting Intelligence: Allows  the Next Best Actions Agent to access call transcripts from Gong or Zoom. Without a connected call, the agent has no transcript to read and will not suggest anything.
• Sales Methodology: Allows the Next Best Actions Agent to understand and train on your chosen Sales Methodology documentation. Improving the suggestions the agent will make. 

Configuring Next Best Actions (Admins)

In order to enable the Next Best Actions Agent, a workspace admin must enable the agent from the workspace settings. Navigate to Settings → Accord Intelligence → Agents and toggle the agent on.

Enabling the agent turns on both parts of the feature together:The suggested next steps drafted from a call and recommended resources that can be attached to a suggestion. 

Getting Nest Best Action Suggestions

When a call connected to your Accord is processed, the agent reads it and drafts up to three next steps for that deal.

1. You get an in-app notification, "Suggested next steps from your latest call", that deep-link to the Next Steps view for that Accord.
2. The suggestions also appear as cards directly in your Next Steps view, in the stage each step belongs to.

If the agent has nothing worth proposing for a given call, you will not get a notification, and no card appears. The agent only suggests steps the call genuinely warrants, which may be none.

 Reviewing and Accepting Suggested Next Steps

A suggested next step shows up as an AI-styled card in the relevant stage of your Next Steps view. Click the card to open the AI slide-out, a read-only panel that shows you everything the agent is proposing before you decide.

The slide-out shows the suggested step title, a description, a why this was suggested rationale, the source call, the target stage, the owner, and the visibility.

To accept or dismiss a suggestion:

1. Click a suggested step card to open the slide-out.
2. Review the title, description, and Why this was suggested rationale.
3. Click Accept to create a real step in the target stage, or Dismiss to remove the suggestion.

Each suggestion is its own card, so you accept or dismiss each one independently. Accepting one does not act on the others. Accepted steps are created as internal by default.

Recommended Resources

Alongside a suggested step, the agent can recommend a resource that is already in your Accord for you to share, for example pointing you at the security overview already attached to the deal when the buyer asks for it on the call. A suggestion that carries a resource shows a + resource chip on the card, and the slide-out shows the recommended resource with a short "why this resource" line.

When you accept a suggestion that includes a recommended resource, Accord creates the step and attaches that resource to it automatically. If you dismiss the suggestion, nothing is created and nothing is attached.

In the current version the Next Best Action Agent only ever recommends a resource that already lives in that Accord's Resource tab. It does not pull from your workspace library (CMS).

The agent does not invent links and it does not surface external URLs. 

Troubleshooting

I'm not seeing any suggestions.

Next Best Actions only runs on calls connected to an Accord, so check that the call source is connected and the call is linked to the right Accord. The agent also stays quiet when a call does not warrant a new step, so no card is the expected result for a call that did not surface a clear action.

A suggestion disappeared before I could act on it.

Suggestions expire 14 days after they are drafted. A new call does not clear the suggestions still waiting from earlier calls, so they accumulate until you accept or dismiss each one, or until the 14-day window passes.

I want to change a suggestion before accepting it.

The review slide-out is read-only. Accept the suggestion and edit the created step afterward, or dismiss it and add your own step.

A recommended resource is not attached after I accepted.

If the recommended resource was removed from the Accord between the time the agent drafted the suggestion and the time you accepted, Accord creates the step without it rather than failing the whole step.

The agent is turned off or no call source is connected.

Your Next Steps view works exactly as it always has. You can add, edit, and complete steps manually. You just will not see AI suggestions until the agent is enabled and a call is connected.

If you're having any difficulty with Next Best Actions, contact support@inaccord.com.