Account guides

Account guides are a powerful feature designed to help you solve one of the biggest challenges in B2B sales and marketing: personalization at scale. They allow you to guide your AI SDR agent to approach different types of accounts with tailored messaging and strategies. Instead of using a one-size-fits-all approach, you can create specific instructions for distinct customer segments—like Enterprise versus SMB accounts, or different industries with unique needs.

How Account guides work

Account guides work by giving your AI SDR agent specific directions for interacting with different types of accounts.

1. Create audience filters: Define which accounts each guide applies to using filters.
2. Write instructions: Provide specific guidance on how your AI SDR agent should approach each segment.

When a lead’s account matches the criteria for an Account guide, your AI SDR agent will tailor its messaging and offers based on the guide's instructions. The first matching guide in the order of priority will be the one used for the conversation. The system will reassess a lead's guide whenever new information about them is received.

Benefits of using Account guides

• Personalized messaging: Tailor conversations to specific account types.
• Industry-specific approaches: Address unique compliance or industry needs.
• Consistent execution: Ensure your AI SDR follows the sales playbooks you've designed for each audience.

Setting up your Account guides

Before you begin, plan out your audiences based on how you currently categorize your prospects. Common ways to segment include:

• Company size (e.g., Enterprise, Mid-Market, SMB) 
• Industry (e.g., Cybersecurity, Healthcare, Financial Services) 
• Sales stage (e.g., first-time visitors, return visitors, active evaluators) 
• Geographic region (e.g., North America, EMEA, APAC) 

You can start simple with 2–3 segments and build more over time.

Step 1: Create a new guide

1. Navigate to Settings → Agent Studio.
2. Click on the Guides tab in the top navigation.
3. Select Accounts from the left menu
4. Click the + Add guide button.
5. Give your guide a descriptive name like "Enterprise Technology Prospects" or "SMB Manufacturing Leads".

Step 2: Configure account filters

Filters determine which accounts this guide will apply to. You can combine multiple criteria, including:

• Company Size: Number of employees 
• Industry: Technology, Healthcare, Manufacturing, etc. 
• Geographic Location: Country, state, or region 
• CRM Data: Any synced fields from your CRM 
• Website Activity: Visit count, pages viewed, time on site 

Important note: Only fields marked as "Account-level" will appear in the filter drop-down. This setting can be configured within the Fields page by checking the appropriate box within the "AI usage" section.

When setting up filters:

1. Click "Add Filter". Choose your first filter criterion.
2. Select Operator. Choose from equals, contains, greater than, etc. The operators available will depend on the field type.
3. Enter Value. Specify the value (e.g., "1000" for employee count).
4. Combine Filters. Use AND/OR logic to combine multiple criteria.

Step 3: Write grounding text

This is where you guide your AI SDR agent on how to approach this specific segment. Be specific and actionable. You will answer three guiding questions:

1. Who is this guide for? Describe the audience this guide applies to, including details like industry, company size, customer/prospect status, product adoption stage, or region.
2. What messaging and value drivers should the AI SDR agent emphasize when engaging them? Describe what matters most for this audience, such as key products/features, business outcomes, and content.
3. What tone or communication style should be used? Describe how the AI SDR agent should sound (e.g., use a strong and confident tone, or an empathetic and kind tone; avoid certain styles such as overly commercial language).

Recommendation: We recommend being concise and using five or fewer sentences per question.

Step 4: Get insight into the AI SDR agent's brain via Spotlight

After filling out the text boxes and saving, your AI SDR agent will show you how it has interpreted your instructions. It will let you know its talking points for leads in this segment, as well as which offers from the Content Library are most relevant for this group.

Step 5: Set guide priority

Guides are processed in order from top to bottom, and the first guide that a lead matches will be used.

1. Drag to reorder. Use the drag handle to move guides up or down.
2. Most specific first. Put more specific guides (like "Enterprise SaaS - California") above general ones (like "Enterprise").