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Customer Success

Six-month handoff brief

When the CSM changes, transfer six months of context in a single document.

Best for
Account handoffs
Primitives
AccountsInteractionsDecisions
Token savings
67%

The prompt

You are writing a handoff brief for {{account_name}}, covering the last six months. Using Sentra: 1. Pull relevant data around this account and the relationship, ordered by date. 2. Extract: Decisions made (theirs and ours), Commitments outstanding, named Actors on their side with their roles and stances, and any escalations. 3. Summarize the relationship arc in three phases (early, middle, recent) — what changed, why, what the customer cares about now. 4. Pull every internal Decision our team made about this account in the same window, with rationale. Output a single document the incoming CSM can read in five minutes: - Account snapshot (contract, stage, key contacts, primary use case). - Relationship arc (three short paragraphs). - Open commitments (table). - Five things the new CSM should know that aren't in the CRM.

See it work

Run it from

ClaudeCursorChatGPTAny agent · MCP

How it runs

  1. 01Copy the prompt into any agent connected to Sentra over MCP.
  2. 02The agent reads the company memory, scoped to what you are allowed to see.
  3. 03One grounded answer comes back, with every line traceable to its source.

Or automate it with Actions

The same prompt runs as a Sentra Action: on a schedule, or on a semantic trigger. Output lands in Slack or email, and every send waits for your approval.

Trigger idea: account handoffs

Sentraover MCPSix months of context for the incoming CSM

Meridian · handoff brief

The relationship

meetings · 22 sources

Weekly with their platform team; exec sponsor changed in June, and the new sponsor has never met us. Their lead prefers async and dislikes surprise agenda items.

The one story that matters

call · Aug 18

The August outage. Two days of degraded ingestion, an apology call, and a service credit that was negotiated verbally but never sent as a memo.

Open both ways

commitments

We owe the credit memo and a security questionnaire. They owe usage data for the expansion sizing.

Do not

Do not schedule anything on Fridays; their team runs release day. Learned the hard way in March.

The prompt above becomes this. Fictional data, real mechanics: every line cites the meeting, thread, or record it came from.

Without Sentra

  1. 01Pull every interaction with the account over 180 days — emails, calls, support tickets, meeting transcripts.
  2. 02Read each chronologically. Track decisions made, commitments outstanding, escalation moments.
  3. 03Identify named contacts on their side. For each, infer their role and stance from prose.
  4. 04Re-read internal threads to extract our team's decisions about this account and the rationale.
  5. 05Construct a relationship-arc narrative manually — early, middle, recent phases.
  6. 06Compose the handoff document.

~180,000 tokens

With Sentra

  1. 01Pull every `Interaction` with the account in the last 180 days, ordered by date.
  2. 02`Decisions`, `Commitments`, and `Actor` profiles with their roles and stances are already typed.
  3. 03Pull internal `Decisions` about the account in the same window, with `Rationale`.
  4. 04Summarize the relationship arc in three phases — Sentra surfaces the moments where the trajectory shifted.
  5. 05Compose the document.

~60,000 tokens

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