Workflow Automation · Portfolio Case Study

Sales-to-Onboarding
Context Handoff System

An end-to-end automation that captures deal intelligence from sales calls, runs it through AI-powered risk analysis, routes for human approval where needed, and delivers a complete customer context package to Zendesk and Salesforce — before the first onboarding touch.

AI Orchestration Gong · Salesforce · Zendesk Google Apps Script Slack Approval Workflow Risk Classification Zapier / Webhook

System Architecture

Context Handoff System — full orchestration diagram
Full orchestration flow — from sales call trigger through AI analysis, approval routing, and final delivery to CRM and support systems.

Context

⚠️

The Problem

  • Sales-to-CS handoffs relied on manual notes, missing critical deal context
  • Promises made during sales calls went untracked and unverified
  • CS teams entered first calls blind — no structured briefing, no risk signals
  • No feedback loop to catch misaligned expectations before they became churn
✦

The Solution

  • Automated transcript extraction and structured parsing via Google Apps Script
  • AI layer (Realm AI) identifies promises, flags risk level, assigns confidence score
  • Human-in-the-loop approval for high-risk deals via Slack channels
  • Clean, structured context written directly into Salesforce and Zendesk pre-handoff

How It Works

1
Trigger

Sales rep activates Gong turn-on reminder

The workflow begins when a sales rep signals call completion. Gong's native integration pushes the call record to Salesforce, where the transcript is pulled.

2
Processing

Google Apps Script cleans and structures the payload

The raw transcript is cleaned, key fields are extracted (account, rep, deal stage, promises), and a structured payload is assembled for the AI layer.

3
AI Analysis

Realm AI extracts insights and assigns risk

The AI generates a deal summary, identifies promises and commitments made, assigns a confidence score, and classifies the deal as High Risk or Low Risk.

4
High-Risk Path

Slack approval channels for human review

Financial promises, discounts, unclear outcomes, or low-confidence scores route to dedicated Slack channels (#finance-approvals, #sales-approvals, #cs-approvals). Approvers can approve, reject, or edit inline.

5
Low-Risk / Approved Path

Auto-delivery or approved push to CRM + support

Low-risk deals bypass approval and push directly. Approved deals follow the same path. Rejected deals trigger Salesforce logging, rep notification, and a manual follow-up task — without touching Zendesk.

6
Output

Salesforce updated · Zendesk pre-onboarding note created

The CS team sees full deal context, promises made, and risk flags before the first customer touch. An audit trail and approval log are maintained throughout.

7
Continuous Improvement

Feedback loop monitors and calibrates over time

Approval/rejection patterns are tracked. False positives and negatives inform threshold adjustments. Risk flags and confidence scoring improve with usage.

Design Outcomes

0

Manual handoff documents required from sales reps post-call

3-tier

Approval routing: finance, sales, and CS exceptions handled separately

100%

Deals arrive in Zendesk with structured context before first CS touch

Tech Stack

Gong
Salesforce
Google Apps Script
Realm AI
Slack (approval workflows)
Zapier / Webhook
Zendesk
Audit logging