Customer Journey Agent

Purpose

Unite the signals a GTM team already generates across Salesforce, G2, Gong, ZoomInfo, and LinkedIn Sales Navigator into one coordinating agent. For a given account, the agent resolves identity across every system, reads the active journey stage, pulls the signals that stage cares about, scores them together, and posts a single fused alert into the account's Slack channel that names the owners and the next step.

The public writeup of this workflow lives here: https://ai.g2.com/playbook/zHpbKR31XKBfLIG. This skill is the runnable version of that Blueprint.

Core principle

The whole value is one account view. Six systems carry six identifiers, and nothing works until they agree on the same account. So identity resolution comes first, every time, before a single signal is read. Correlating a signal to the wrong account is worse than having no signal.

The second principle is fusion. Every source will happily emit its own alert. If each one posts on its own, the account channel fills with noise and people mute it, which is the internal version of a customer marking your email as spam. Collect every signal for an account, score them together, and post once, only when severity crosses the line.

What must be connected

The agent runs on whatever is connected and degrades gracefully when a source is dark. It does not fail because one feed is missing, it notes the missing lens in the alert.

• Salesforce MCP, the system of record: stage, owner, renewal date, contract value, contacts
• G2 MCP, the market signal: buyer intent, competitive intelligence, reviews, Grid position
• Gong MCP, the inside view: what was said on calls, deal risk, sentiment, competitor mentions
• ZoomInfo MCP, who and what changed: buying committee, org chart, funding and leadership scoops
• LinkedIn Sales Navigator, the relationship graph: who on the team already knows someone at the account (often reaches the agent through a CRM sync rather than a native MCP, so treat it as available where connected)
• Slack MCP, orchestration: posts the fused alert into the account channel

Workflow

Run these steps in order.

Step 1: Resolve identity (always first)

Map the account across every connected system before reading any signal. Use the Salesforce Account ID as the spine, the account domain as the join for G2 and ZoomInfo, the account and opportunity for Gong, company and people for Sales Navigator, and derive the Slack channel name from the account by convention (for example a per-account channel).

If the crosswalk is missing or dirty, stop and flag it rather than guessing. Read references/mcp-reference.md for the exact calls and keys per source.

Alert Templates

Use these structures for the fused Slack post. Fill every placeholder in braces from resolved data. Omit a block if its source is dark, and say which lens is missing rather than leaving a blank. Keep the voice direct and specific. No em-dashes.

Formatting rules that make the alert land

• Lead with a sharp flag and a "why now," not a static "is at risk."
• Put the hard facts on one tight line: renewal, value, score.
• Tag only the owners who can act.
• Make the single highest-leverage action the headline, with a named owner and a deadline.
• Give a concrete play for each failing input, not a generic instruction.
• Verify warm contacts are current, and link each profile.
• Close with the severity and the one next step.

Template A: Renewal or churn risk (post to the account channel)

:robot_face: Customer Journey Agent · Renewal Risk

:red_circle: {ACCOUNT} is going dark, ~{DAYS} days from renewal

Renewal: {RENEWAL_DATE}  ·  ACV: {ACV}  ·  Health: {SCORE}/8
Owners: {@ACCOUNT_MANAGER}  ·  {@CSM}
Package: {PACKAGE}

Why this one, why now. {ONE OR TWO SENTENCES: what makes this urgent right now, grounded in the strongest signal. Example: a fully invested account has gone almost silent, one real conversation in 90 days is the only sign of life, and a low score this close to renewal is how accounts that look fine on paper quietly walk.}

:zap: The move: warm exec path, this week
{EXEC or SPONSOR} is connected to {NAMES} at {ACCOUNT}. {ONE LINE on why the strongest connection matters.} That is not cold outreach, it is a peer reaching out before an eval starts. Run it through the exec outreach playbook: {PLAYBOOK_LINK}. {@OWNER} to draft for {EXEC} by {DAY}. Confirm each contact is still at {ACCOUNT} first (LinkedIn linked on each name).

:wrench: What's dragging the score, and the play for each
:small_blue_diamond: Reviews ({VALUE}): {specific play tied to their category standing}
:small_blue_diamond: Visits ({VALUE}): {specific play to get them back into the product and looking at value}
:small_blue_diamond: Buyer Intent ({VALUE}): {specific play to confirm campaigns are live and tie intent to their pipeline}
:small_blue_diamond: Conversations ({VALUE}): {specific play to get a real conversation booked before a date}

:telephone_receiver: From the calls (Gong)
{Sentiment read, any risk language, and the date of the last substantive conversation. Omit if Gong is dark.}

:mag: From the market (G2 + ZoomInfo)

MCP Reference: Identity Resolution and Calls Per Source

Read this when running Step 1 (resolve identity) and whenever pulling signals in Step 3. Tool function names below match the current MCP servers. If a server exposes different names, map to the nearest equivalent and keep the role the same.

Identity resolution (the crosswalk)

Nothing correlates until every system agrees on the same account. Build the crosswalk first, in this order.

1. Start from Salesforce. The Account ID is the internal primary key. Pull the account, its domain or website, the owner, the renewal date, the open opportunity and its stage, and the contract value.
2. Key G2 and ZoomInfo on the domain. Both resolve accounts by company domain, so a clean domain on the Salesforce record is what makes the join work.
3. Key Gong on the account or opportunity, tied back to the Salesforce record.
4. Key Sales Navigator on company and people, then match its people to the Salesforce contacts and the ZoomInfo buying committee.
5. Derive the Slack channel from the account name by a fixed convention (for example a per-account channel). The name has to be derivable, or routing breaks.

If the domain is missing, the opportunity is unlinked, or the channel cannot be derived, stop and flag the gap. A confident post against the wrong account is the worst outcome the agent can produce.

Salesforce (system of record)

• Reads: use soqlQuery for the account, open opportunity, stage, renewal date, owner, and contract value. Use getRelatedRecords to pull the current contacts on the account.
• Write: a single createSobjectRecord to log a task or the risk on the account. Nothing else writes.
• Caution: opportunity data through the MCP can be unreliable. Do not trust stage alone for renewal timing. Cross-check the renewal date, and prefer skipping opportunities already in late stage rather than re-alerting on a deal that is already closing.

G2 (market signal, live pre-sale and post-sale)

• browse_buyer_intent and browse_product_buyer_intent: in-market intent on the category and on the product. Read intent depth, meaning which pages were viewed (comparison, pricing, alternatives), not just presence.
• browse_competitive_intelligence: which competitors the account is comparing. This is the churn tell post-sale and the displacement angle pre-sale.
• list_standard_product_reviews and the market-intelligence reviews: the pains buyers in this category cite and the incumbent's weak spots.
• list_categories and show_category: adjacency for expansion, and category context for positioning.
• show_product and show_vendor: Grid position and rating, used as proof.
• show_buyer_intent_dashboard: the account-level intent view.

Gong (the inside view)

• generate_brief: a full briefing for a scheduled call or an account. Use it for the pre-call brief pattern and to summarize account state.
• ask_account: natural-language questions across an account's calls. Use it for the risk-language listener and the silence detector (when was the last substantive conversation).
• ask_deal: natural-language questions about a specific deal. Use it for deal risk, sentiment, commitments, and competitor mentions on a live opportunity.

ZoomInfo (who and what changed)

• enrich_companies: firmographics and current company data.

Signal Fusion and Severity

This is the layer that keeps the account channel from becoming noise. Collect every signal for an account, score them together, and decide whether to post. All thresholds below are illustrative starting points. Calibrate them to the adopter's own data before the alerts are trusted.

The fusion rule

Never post one alert per source. For the active play, gather the relevant signals from each connected source, weigh them together, and produce a single severity read for the account. One coordinated message beats several separate bot pings, and it is the difference between a channel people act on and a channel people mute.

Signal weights

Weigh signals by how strong and how corroborated they are. A rough rubric:

• Soft, single-source, no corroboration: low weight. Example: value-page visits dropped this week.
• Hard, single-source: medium weight. Example: first-time competitor intent on G2, or a departed economic buyer from a ZoomInfo scoop.
• Corroborated across two or more sources: high weight. Example: competitor intent on G2 and "reviewing options" on the last Gong call.
• Corroborated and close to a deadline: highest weight. Example: any of the above inside the renewal window.

The point is not a precise number. It is that a signal confirmed by a second source, or landing near a renewal, escalates, and an isolated soft signal does not.

Health inputs (for Adoption and Renewal)

For live customers, compute a health read from the inputs below. These generalize a product-usage health score to any GTM stack. Track each as met or not met, then roll up.

• Review recency: is the account generating reviews on cadence, or has it gone flat.
• Buyer-intent signal strength: is intent activity present and healthy, or dark.
• Value-page or performance-page visits: is anyone from the account actually logged in and looking at value, or is it zero.
• Conversations logged: when was the last substantive conversation (pull this from Gong for every customer conversation, not just one channel).

A low health read with no upward signal, especially close to renewal, is a serious flag even when the account looks fine on paper. Accounts that churn from a healthy-looking score are the exact failure the fusion is meant to catch.

Severity tiers

• Green, informational. Log silently, no post. A single soft signal with no corroboration and no near-term deadline.
• Yellow, watch. A soft note in the daily roll-up, no @-mention. One medium signal, or a soft signal on an account worth watching.
• Red, act now. Post immediately with an @-mention. Signals stack across two or more sources, or a hard signal lands inside the renewal window. For high-value accounts, trigger the save motion (a war-room or red-team review) and route to the exec path.

Worked examples

Renewal risk that should escalate to red:

• G2: first-time competitor intent, comparison and alternatives pages this week.

Stage Plays

The Salesforce stage decides which play is active. Run the one play matched to the account's current stage. Each play lists the signals to pull and what to produce. Pull only what the active play needs.

Stage to play mapping

Acquisition plays

1. Prospecting

Pull: G2 buyer intent on the category and product, and the competitors being compared. ZoomInfo firmographics and recent scoops. Sales Navigator warm paths to the account. Do: rank the account by intent depth, attach the warm path, and note the competitor set for a displacement angle. If the account has no Slack channel, post to the pod or new-logo channel and recommend creating the account channel and assigning an owner.

2. Qualification

Pull: G2 intent depth (which pages), ZoomInfo buying-committee coverage, Salesforce firmographic fit. Do: score timing and fit on intent depth and committee coverage, not firmographics alone. Advance only accounts with real buying motion, and name the gap if coverage is thin.

3. Discovery

Pull: G2 category reviews and market-intelligence reviews for the segment, the incumbent's weak spots, and ZoomInfo org context. Do: hand the rep the pains buyers actually cite and the incumbent's soft spots, framed as discovery questions the rep can reframe in their own voice.

4. Demo and Proposal

Pull: competitor reviews from G2, your Grid position, and any documented differentiation. Do: assemble a tailored narrative and proposal that leans on Grid position and real differentiation, and pre-empt the objections buyers raise in that category.

5. Negotiation and Close

Pull: G2 reviews and Grid for proof, residual buyer intent for a still-shopping signal, Gong deal risk and competitor mentions on recent calls, Sales Navigator exec path. Do: arm the rep with review-based ROI and displacement proof. Flag the rep if the account is still researching alternatives mid-deal, and surface the exec connection for air cover.