Lo check in scheduler

Check-In Scheduler

Manages the recurring touchpoint cadence for all accounts post-onboarding. Determines when each account should be contacted, what type of touchpoint is appropriate, schedules it, and tracks completion. Adapts cadence dynamically based on health status, lifecycle stage, and engagement patterns.

This is an execution and scheduling skill. It determines cadence, sends calendar invites, triggers pre-meeting preparation, and flags missed touchpoints. It does not determine what to discuss -- that is human judgment informed by other skills (Account Brief, Risk Detector, Expansion Detector).

When to Run

• Triggered: When an account transitions from onboarding to steady state (lifecycle stage = "Adopted")
• Continuous: Runs perpetually for all active accounts, evaluating cadence rules and scheduling next touchpoints
• On-demand: When a CSM requests a cadence adjustment or a manual scheduling override

Cadence Rules Engine

The cadence for each account is determined by a rules engine that evaluates multiple factors:

Base Cadence by Segment

Segment	Default Cadence	Touchpoint Type
Enterprise	Every 2 weeks	Call or meeting
Mid-Market	Monthly	Call or meeting
SMB (managed)	Quarterly	Call or email check-in
SMB (scaled)	No scheduled cadence -- event-triggered only	Automated email

Dynamic Adjustments

The base cadence is adjusted based on account conditions:

Condition	Adjustment	Rationale
Health score < 65	Increase frequency by 1 tier (e.g., monthly becomes bi-weekly)	At-risk accounts need more attention
Health score > 85 and stable	Decrease frequency by 1 tier (e.g., bi-weekly becomes monthly)	Strong accounts need less hand-holding
Active risk signal (severity 4+)	Override to weekly until signal resolves	Urgent situations need rapid touchpoint
Expansion signal active	Add a dedicated expansion touchpoint within 14 days	Opportunity needs timely commercial conversation
Renewal within 90 days	Increase frequency by 1 tier	Pre-renewal period requires closer engagement
Customer unresponsive (2+ missed/declined)	Pause scheduling, alert CSM	Do not keep scheduling into the void -- human decides approach

Cadence Tiers

Tier	Frequency	Calendar Scheduling
Weekly	Every 7 days	Fixed recurring invite
Bi-weekly	Every 14 days	Fixed recurring invite
Monthly	Every 30 days	Individual invites, flexible on exact date
Quarterly	Every 90 days	Individual invites, aligned to QBR cycle
Event-triggered	No fixed schedule	Triggered by specific conditions (health drop, milestone, etc.)

Core Execution Logic

Step 1: Evaluate Cadence for Each Account

For each active account:

1. Determine base cadence from segment
2. Check dynamic adjustment conditions (health, risk, expansion, renewal proximity)
3. Apply the highest-priority adjustment (risk override > renewal increase > health adjustment > base)
4. Output: target cadence tier for this account

Step 2: Schedule Next Touchpoint

1. Check when the last touchpoint occurred (from CRM activity log)
2. Calculate the next touchpoint date based on cadence tier
3. If a recurring invite exists and cadence has not changed: no action needed
4. If cadence has changed or no invite exists: propose a time slot based on CSM and customer calendar availability
5. Send calendar invite with standard agenda placeholder

Step 3: Trigger Pre-Meeting Preparation

48 hours before a scheduled touchpoint:

1. Invoke bi-account-brief to generate a fresh account brief
2. Surface the brief to the CSM with the meeting context (pre-call format)
3. Flag any new signals that have emerged since the last touchpoint
4. If the touchpoint is a QBR, invoke lo-qbr-orchestrator instead

Step 4: Track Completion

After the scheduled touchpoint time:

1. Check if the meeting occurred (calendar status: completed, cancelled, no-show)
2. If completed: log the touchpoint, reset the cadence timer
3. If cancelled by customer: log the cancellation, do not immediately reschedule (let the CSM decide)
4. If no-show: flag to CSM. If this is the 2nd consecutive no-show, trigger the "customer unresponsive" adjustment

Step 5: Generate Cadence Report

Weekly summary for each CSM:

• Upcoming touchpoints this week (with account brief links)
• Overdue touchpoints (scheduled but not yet completed)
• Cadence changes (accounts that moved to a different tier this week, with reason)
• Unresponsive accounts (paused cadences awaiting CSM decision)

Output Format

Per-account cadence record:

{
  "account_id": "string",
  "current_cadence_tier": "monthly",
  "base_cadence": "monthly",
  "active_adjustments": ["renewal_within_90_days"],
  "adjusted_cadence": "bi-weekly",
  "last_touchpoint": "2026-02-15",
  "next_touchpoint": "2026-03-01",
  "next_touchpoint_type": "call",
  "prep_status": "brief_generated",
  "missed_consecutive": 0
}

CSM weekly cadence report:

{
  "csm": "Jane Doe",
  "week_of": "2026-03-10",
  "scheduled_touchpoints": 12,
  "overdue_touchpoints": 1,
  "cadence_changes": [
    { "account": "Acme Corp", "from": "monthly", "to": "bi-weekly", "reason": "Renewal within 90 days" }
  ],
  "paused_accounts": [
    { "account": "Beta Inc", "reason": "2 consecutive no-shows", "paused_since": "2026-02-28" }
  ]
}

Handoff to Human

Decision Point	Context Provided	What the Human Decides
Customer unresponsive (2+ missed)	Missed touchpoint history, health data, last communication	How to re-engage: different channel, different contact, escalation, or accept the pattern
Cadence override request	Current cadence, health data, recent signals	Whether to manually set a different cadence than the rules engine recommends
Touchpoint content and approach	Account brief, signals, last interaction summary	What to discuss, what to propose, how to frame the conversation

Confidence and Limitations

• High confidence for scheduling mechanics -- cadence rules are deterministic
• Medium confidence for dynamic adjustments -- the health-based rules are sensible defaults but may need tuning per portfolio
• Cannot determine the best time of day or day of week for a specific customer (uses calendar availability as proxy)
• Cannot assess whether a touchpoint was productive (only whether it occurred)
• The "customer unresponsive" threshold (2 missed) is a default. Some segments tolerate more missed touchpoints before it is meaningful

Dependencies

Required:

• CRM API (activity logging, lifecycle stage, segment data)
• Calendar integration (scheduling, availability checking, completion tracking)
• bi-health-score (for health-based cadence adjustments)

Strongly recommended:

• bi-risk-detector (for risk-based cadence override)
• bi-expansion-detector (for expansion touchpoint injection)
• bi-account-brief (for pre-meeting preparation)
• lo-qbr-orchestrator (for QBR-specific preparation)

References

• references/cadence-rules.md -- Full cadence rule definitions and customisation guidance