Co-Pilot Delivery Options

Flexible Guidance, Precisely Delivered

Co-Pilot In App Guides empowers organizations to embed just-in-time training, process coaching, policy reminders, and tips directly into the Salesforce user experience ... tailored to how, when, and where employees work.

Below are four powerful delivery styles, each with unique business use cases:

Delivery Options

 - Private Access Control

For VIPs, Financial Institutions, and Sensitive Records

Use Case:
A bank or hospital restricts access to high-profile client records. Before any staff member can proceed, they must acknowledge a privacy policy.

How It Works:

• The record is blocked from view upon entry

• A custom message explains the access restriction

• Users must acknowledge company policy to continue

• Every access is logged for compliance and audit reporting

Ideal For:

• Private banking clients

• High-net-worth individuals

• Confidential HR or legal records

• Government or DoD use cases

- Aggressive (Modal Alerts)

For Critical Process Changes, Real-Time Risk Response, and Required Training

CoPilot’s Aggressive Modal Alerts are designed for scenarios where visibility and confirmation cannot be optional. Whether it's enforcing updated sales processes or halting risky business practices, these full-screen modals ensure your team sees and acknowledges key updates before proceeding.

Use Case #1: Sales Process Compliance

Sales Operations pushes a new pricing calculator for large deals. All sellers must review the tutorial before quoting opportunities over $250K.

How It Works:

• A full-screen modal takes over the UI

• The user must acknowledge receipt before proceeding

• Delivery is triggered by record-specific criteria (e.g., Stage = Proposal, Amount > $250K)

• Acknowledgment is tracked and reportable for audit or management oversight

Use Case #2: Insurance Policy Changes in Real Time

A wildfire breaks out in several zip codes. Underwriting must immediately suspend new policies in those areas. A risk manager updates the underwriting rule in CoPilot.

How It Works:

• The risk manager writes a quick policy update in Co-Pilot and publishes it

• Minutes later, a call comes in for a quote on a property in one of the impacted zip codes

• As the rep opens the record, a full-screen modal appears:

  “Underwriting is temporarily suspended in ZIP Code 95701 due to active fire alerts. Do not issue quotes or bind policies in this area. Refer inquiries to Risk Management.”

• The agent must acknowledge the policy change to access the record

• The acknowledgment is logged for compliance tracking

Internal Agent Experience (Salesforce):

• A rep opens a record for a quote request in an affected area

• A Co-Pilot modal alert appears:

  “Underwriting is suspended in ZIP Code 95701 due to fire activity. Do not quote or bind. Refer to Risk Management.”

• The rep must acknowledge the message to continue

• The interaction is logged for compliance reporting

Client Experience (Experience Cloud Portal):

• A prospective client logs in and begins a quote request in the same ZIP Code

• Co-Pilot delivers a customized portal alert, i.e.:

  “We’re sorry — due to active fire conditions, we are temporarily unable to offer coverage in your area. Please check back soon or contact us for assistance.”

• The alert is non-dismissible or requires confirmation, based on urgency

• Clients are redirected, paused, or informed without agent involvement

Ideal For:

• Urgent product or pricing updates

• Legal or compliance policy changes

• Time-sensitive risk flags (e.g., fire zones, active claims, public health notices)

• Cross-department process changes that require confirmation

• Escalation or embargo scenarios where actions must pause until reviewe

With Aggressive Modals, CoPilot ensures that your most important alerts are not only seen — they’re acknowledged, tracked, and acted on in real time.

Interruptive (High-Visibility Pop-Up)

For Real-Time Coaching, Nudges, and Workflow Reminders

Use Case:
Sales and service managers need a way to guide reps while they’re working, surfacing actionable reminders based on real-time record conditions — without requiring user acknowledgment.

How It Works:

• A prominent dismissible pop-up modal appears over the record when specific logic is met

• The message can include recommended next steps, links, templates, or contact instructions

• Users can close the alert once seen

• Viewing can be tracked, and recurrence can be controlled (once per user, per day, etc.)

Examples in Action:

Account Alert
“Hey — this client is past due on their latest invoice. Politely remind them during your call and transfer to Sherry in Billing if they have questions.”

Lead Follow-Up
“This Lead is over 30 days old and has no Engagement Activity. Please make one final outreach, send the ‘Stale Lead’ email template, then set Status to ‘Stale’ and assign them to the **‘Reinvigorate’ drip campaign.”

Opportunity Coaching
“You’ve entered the Proposal stage, but this opp hasn’t had activity in 14+ days. Review your notes and schedule a check-in now to keep momentum.”

Ideal For:

• Coaching reps on time-sensitive actions

• Nurturing leads and preventing pipeline stagnation

• Handling billing flags, expired SLAs, or renewals

• Sharing step-by-step reminders during active workflows

• Embedding best practices without slowing users down

Passive (Embedded Tips)

For Contextual, Non-Disruptive Guidance

Use Case:
A rep qualifies a new Lead. As they fill in fields, a side panel offers real-time guidance about next steps and qualification criteria.

How It Works:

• Tips are embedded directly into page layout via Lightning Components

• Positioned in headers, sidebars, or inline sections

• Updates automatically based on the record’s field values

Ideal For:

• New employee onboarding

• Step-by-step sales coaching

• Process adherence without interruptions