Client operations

Approvals

6 decisions waiting on you
6waiting on you
3hthe longest has waited
9cleared by you today
96%handled without you · 30 days

MILLIE PROPOSES · A PERSON DECIDES · EVERY DECISION IS WRITTEN TO THE AUDIT RECORD IN CONTROL

Control

Execution policy

Enforced at send time
Routine recovery outreachInactive 6 to 18 months, no flags
After-hours repliesBooking and hours questions, until 9 pm
New client inquiriesDrafted, held for review
Sensitive casesBereavement, complaints
Pricing and specialist adviceNever answered by Millie
No-show follow-upSkill paused Jul 30

Email allow list

Client outreachActive and lapsed clients, opt-outs removed
1,982 contacts
Internal notificationsEscalations, digests, approvals
@yourcompany.com

Addresses outside the selected scope are blocked at send time and logged to the audit record.

Escalation flow

Open escalations appear in Runtime

Permissions

Request runsApprove escalationsEdit skillsEdit policy
Managers Sarah K. ●●●●
Specialists Elena R. + 1 ●Specialists queue○○
Support Dev P. + 2 ●Support queue○○
Millie Agent Within policy○Propose onlyPropose only

Audit

Runtime

LIVE Millie booked case #1287 — rebooking confirmed JUST NOW
12moving through the pipeline
3waiting on a person
26finished today
96%approved on the first pass · 30 days

Client first-year plan

Proposed by Millie New workflow

In the last 90 days, 14 new clients followed the same first-year arc: an onboarding series, a mid-year review, and the same recurring questions. Each was handled ad hoc across six skills. A single plan would schedule the whole year up front and cut repeat coordination.

Uses renewal-reminder v6 rebooking-link v2 choose-channel-and-time v4 reply-after-hours v5 milestone-scheduler · new

Proposed process

  1. On the first visit, build a 12-month milestone plan from the account profile. milestone-scheduler · new
  2. Book the onboarding series up front and send confirmations. renewal-reminder · rebooking-link
  3. Two weeks before each milestone, remind on the client's preferred channel. choose-channel-and-time
  4. Answer routine questions; anything technical escalates to Specialists. reply-after-hours · escalation policy
  5. Log outcomes to Fabric; flag missed milestones for the support team.

Example output

ACCOUNT #2214 · NEW CLIENT · WEEK 2
AUG 24 · visit 2 · booked
SEP 14 · visit 3 + review · hold
OCT 05 · plan review · proposed
FEB 10 · 6-month check · proposed

"Hi Morgan, welcome! Your next visit is booked for Aug 24 at 9:30. Here is the first-year plan we have mapped out, so nothing sneaks up on you..."

m Millie is drafting a reply to case #1288 · renewal reminder WORKING

Live pipeline

Cases per station
01 Context3
02 Decision4
03 Approval3
04 Action2
05 Outcome26

Routing today

RETRIEVAL 34% SMALL TUNED 49% FRONTIER 17%

Skill executions · 30 days

Skills

Escalations

Millie could not decide alone
CASE #1281 · LAST VISIT 14 MO

"Hi Marta, it has been a while since your last review. We have Saturday morning openings this month..."

Held: sensitive flag · a bereavement in the household in January

Waiting on Managers · 25 min
CASE #1283 · BILLING FLAG

"Hi Jordan, your annual service review is due. We can sort the account out at the visit if that helps..."

Held: billing mention · staff review required

Waiting on Support · 12 min
CASE #1285 · SPECIALIST QUESTION

"Client asked: can we make the change ourselves before the follow-up, or should we wait for your team?"

Held: specialist question · routed with no draft

Waiting on Specialists · 4 min

Fabric

6learnings noticed from usage
23improvements shipped · 90 days
94.1%+2.3evaluation score
Aug 24next training run

Evaluation over time

Last 90 days
88 90 92 94 MAY JUN JUL AUG RULES PACK · JUN 16 V12 + TOOL PATH · AUG 08 TUNED RUN · AUG 15

Next training run

Scheduled

Aug 24

Scheduled tuning · weekly

Approved behaviors queued6
Training set1,412 verified cases
Baseoutreach-tuned-v2
OutputUpdated model, benchmarked

Learning inbox

Inferred from usage

Send recovery outreach between 5 and 8 pm

214 SENDS · RESPONSE 2.3× HIGHER IN THE EVENING WINDOW

Skip apology openers in recovery drafts

17 STAFF EDITS REMOVED THEM · RESPONSE UNCHANGED WITHOUT

Text first for clients under 40, email first over 60

96 CASES · REPLY RATE +18 PTS WHEN CHANNEL MATCHES AGE

Queued · Aug 24 run

Offer Saturday slots first to weekend bookers

9 CASES · ALL REBOOKED SAME WEEK

Queued · Aug 24 run

APPROVED ITEMS JOIN THE NEXT SCHEDULED TUNING RUN · REJECTED ITEMS ARE NOT RELEARNED

Benchmarks

LAST RUN AUG 15

Millie core

Instruction following 96.2+0.4AUG 15
Tone match 93.8+1.1AUG 15
Tool accuracy 94.9+2.0AUG 15

Custom · defined by your team

Never quotes pricing 1000.0AUG 15
Sensitive case routing 98.5+0.7AUG 15
Rebooking offer rate 91.4+3.2AUG 15
  1. Pick 5 to 20 past cases that show the behavior
  2. Describe the expected behavior in a sentence
  3. Millie generates a scored suite; it runs on every skill version and training run

Improvements

23 shipped · 90 days

Learned from 63 approved outcomes that two recent visits and a flag check carry the decision. Promoted after a 60-case shadow run with approval rate unchanged.

BEFORE Client lookup→ Full history→ Every visit→ Notes scan→ Draft message
NOW Client lookup→ Last two visits→ Flag check→ Draft message
STEPS PER CASE −60% APPROVAL RATE UNCHANGED PROMOTED AFTER 60-CASE SHADOW RUN

Rewritten from staff-edit patterns: the apology opener and generic closer were edited out of most drafts, so v12 drops both and leads with the client's last visit.

Tone and structure
Open with an apology ("We're sorry it's been a while...")
Close with generic "We miss seeing you!"
Open with the client's last visit reason, forward-looking
Use the client’s name exactly once
Offer the client's preferred day first
Keep under 80 words
RESPONSE RATE 31% → 40% STAFF EDITS −58% BEAT V11 ACROSS THE BENCHMARK SUITE

Built from 12 flagged cases after one near-miss. Scores every skill version and training run on whether sensitive cases route to the Managers queue instead of auto-sending. Current score 98.5, up 0.7 since added.

A reply drafted at 8:58 pm risked landing after the quiet-hours boundary. v5 checks projected send time, not draft time, and holds anything that would cross it. Boundary case from #1266 became a permanent benchmark case.

Tuned on 1,180 verified cases and the approved behavior queue from June. Zero regressions across the benchmark suite; approved by Sarah K. before going live.

Legend

6sources connected
68terms in the glossary
7processes mapped
3running on their own

Processes

7 identified · 3 live

CLICK A PROCESS TO OPEN ITS FULL VIEW · FLOW, INSTRUCTIONS, RECENT ACTIVITY

People

Made by Millie

SiteNew-client guideyourcompany.com/getting-startedFirst-year planAUG 14
SiteHoliday hours pageyourcompany.com/hoursWebsite refreshAUG 11
DocRenewal drive FAQ handoutPDFRenewal driveAUG 12
DocRecovery outreach playbookv3Client recoveryAUG 08
SheetQ3 rebooking reportauto-weeklyClient recoveryAUG 15
DocNew-client welcome packPDFNew client intakeJUL 30
SiteRenewal drive signup pageyourcompany.com/renewal-driveRenewal driveAUG 16

Projects

3 open

CLICK A PROJECT TO SWITCH BOARDS · CLICK A TASK FOR DETAIL

What words mean here — 41 learned from how the team writes, 27 taught explicitly.

Data sources

Semantic index

CLICK A SOURCE TO SEE WHAT IS INDEXED

Snippets

5people building
10dashboards live
4made by Millie
849opens this week
APP BY
Invoices outstanding$18.8k overdue
$46.2k

ACROSS 18 OPEN INVOICES

Current$27.4k
1–30 days$12.1k
31+ days$6.7k
SYNCED HOURLY · 96 OPENSPRIYA N.
Cash flow forecast13 weeks
$86k

ON HAND · LOW POINT $41K IN WEEK 37

REBUILT NIGHTLY · 74 OPENSMILLIE
Lead pipelineTHIS QUARTER
New64
Qualified38
Proposal21
Won12

$184K WEIGHTED · 19% NEW TO WON

FROM THE CRM · 118 OPENSSARAH K.
Revenue by line+8% QoQ
Recurring132k
Renewals91k
Projects74k
One-off66k
Products49k

$412K OVER 90 DAYS · ALL LINES

UPDATED DAILY · 143 OPENSMILLIE
Spend by category$64.3k / mo
Salaries38.2k
Rent9.5k
Supplies7.8k
Vendor fees4.1k
Software1.9k

AUGUST · 78% OF REVENUE

FROM THE LEDGER · 61 OPENSPRIYA N.
Quotes and win rateImproving
38%

WIN RATE · 12 OF 32 QUOTES THIS QUARTER

AVG DEAL $8.4K · 11 DAYS TO DECISION

WEEKLY ROLLUP · 87 OPENSSARAH K.
Client retention91% at 12 mo
MAR10096939189 APR100979492 MAY1009592 JUN10098

% STILL ACTIVE BY MONTHS SINCE FIRST VISIT

MONTHLY COHORTS · 52 OPENSMILLIE
Team utilizationTHIS WEEK
Sarah K.78%
Elena R.94%
Dev P.71%
Alex T.86%
Jess M.52%

BILLABLE VS CAPACITY · TARGET 80%

FROM TIMESHEETS · 66 OPENSDEV P.
Response timesWithin target
1.4 h

MEDIAN FIRST REPLY · TARGET 4 H

9 OPEN · 1 OVER TARGET

LIVE FROM THE INBOX · 108 OPENSMILLIE
Inventory and reorder2 below reorder
Item A-129 UNITS6 D
Item B-076 UNITS9 D
Item C-0424 UNITS21 D
Item D-1961 UNITS44 D

DAYS OF COVER AT CURRENT USAGE · REORDER AT 14 D

SYNCED 1 H AGO · 44 OPENSALEX T.