1
Observe
Twin monitors event streams from Salesforce, Gainsight, Zendesk, Stripe, and product analytics. Notable signals include health score changes, contract proximity, usage anomalies, ticket escalations, and missed engagements.
2
Orient
Twin classifies each signal against domain rules. A usage drop on a strategic account is oriented as high priority. A routine ticket on a healthy account is oriented as low priority. Orientation considers account tier, contract value, and recent interaction history.
3
Context Assembly
For prioritized signals, Twin queries Spine Fabric for the full account context: timeline, contacts, contracts, usage trends, and prior actions. It gathers comparable account patterns to enrich reasoning.
4
Reason
Twin evaluates possible explanations and outcomes. A health score decline may stem from product issues, leadership changes, competitive evaluation, or contract dissatisfaction. It weights each hypothesis by available evidence.
5
Discover
Twin identifies the best intervention from the capability library: proactive outreach, success plan update, QBR acceleration, or escalation initiation. It checks authorization and scope for each possible action.
6
Delegate
If the intervention requires specialist skills, Twin delegates to domain agents. The Escalation Agent handles severity scoring. The Planning Agent validates milestone adjustments. The Sales Agent prepares expansion handoffs.
7
Collaborate
Twin coordinates with the CSM through the AI Workbench interface. Proposals appear as drafts with reasoning and source evidence. The CSM reviews, adjusts, or approves before execution.
8
Decide
Upon CSM approval, Twin finalizes the action plan. If the action requires human judgment, Twin presents a decision frame: options, trade-offs, and recommended path with confidence level.
9
Act
Twin invokes the appropriate capability: updating Salesforce, drafting an email, scheduling a QBR, or escalating via Zendesk. Each action produces a receipt and updates the shared context.
10
Continue
Session state, reasoning log, and outcomes persist in Continuity. Twin resumes the next session with complete memory of pending items and unresolved signals.