Pattern Documentation

Introduction

  • What is Pattern
    Pattern is a collaborative platform where humans and digital agents work side by side. It allows teams to design, execute, and manage workflows that cut across tools and departments, bringing consistency, speed, and transparency to everyday operations.

  • Why teams use Pattern

    Teams adopt Pattern to simplify complex processes, reduce manual effort, and ensure accountability. With Pattern, managers gain visibility, agents handle repetitive work, and organizations deliver outcomes faster — all while maintaining governance and control.

Core Concepts

  • Andy: your digital quarterback — guiding workflows and coordinating people, agents, and systems

  • Patterns: structured blueprints of work that define how outcomes are delivered

  • Jobs: the actual execution of a pattern in real time

  • Side-quests: optional flexibility at runtime, allowing end-users to adapt workflows as needed

  • Tools: systems, applications, and capabilities (predefined or custom) that patterns use to get work done

Tools & Integrations

To get started, open the Tools section from the main navigation. Choose the application you’d like to connect and click Connect. Follow the prompts to authorize Pattern and make the tool available in your workflows.

List of all Tools & Integrations

Pattern connects with the tools your team already uses. By authorizing integrations, you enable agents and workflows to take action in those systems without leaving Pattern.

Salesforce

Keep customer context at your fingertips by integrating Salesforce with Pattern. Access accounts, contacts, and cases to run workflows more effectively.

Required Access Rights

  • Read access for accounts, contacts, opportunities, cases and custom attributes and entities

Gong Bring revenue intelligence into Pattern. Surface key call insights and follow-ups directly in your workflows.

Required Access Rights

  • API access to Gong conversation data (read-only).

Google Calendar
Easily manage meetings without leaving Pattern. Schedule, update, and retrieve events from your Google Calendar.

Required Access Rights

  • Read and write access to calendar events.

Gmail
Communicate seamlessly from within Pattern. Draft, send, and retrieve emails while keeping context in your workflows.

Required Access Rights

  • Gmail API access: read, compose, and send permissions.

Google Docs
Generate and manage documents directly from Pattern. Keep your playbooks, notes, and reports always up to date.

Required Access Rights

  • Read and write access to Google Docs.

Google Sheets

Work with structured data in real time. Use Google Sheets to analyze, review, and share data outputs from your workflows.

Required Access Rights

  • Read access to Google Sheets.

Linear

Stay on top of product development by connecting Linear. Track issues, projects, and team workflows in sync with Pattern.

Required Access Rights

  • Issue management (read/write).
  • Project and team structure access.

Working with Patterns

Building your first pattern

Creating a pattern is the starting point for structuring how work gets done in Pattern. A pattern defines the sequence of steps, tools, and agents that deliver a specific outcome.

  1. From the main navigation, go to Patterns.
  2. Click Create New Pattern.
  3. Enter a Name for your pattern. Choose something descriptive that reflects the workflow (e.g., Customer Onboarding).
  4. Add a short Description that explains what the pattern is designed to achieve by defining the steps defining the pattern, eg.
    1. Get account name from the user
    2. Get account information from salesforce
    3. Get support cases from zendesk
    4. Get all communication from gong
    5. From the different data points - Analyze the current overall sentiment of the account
  5. Click Create Pattern to save.

Navigating the Pattern Catalog

Patterns are structured blueprints of work that define how outcomes are delivered

The Pattern Catalog is your library of workflows. It provides an overview of all available patterns your team can use, edit, or run.

When you open the catalog, you’ll see each pattern represented as a card. Each card includes:

  • Name — the title of the pattern.
  • Steps — the number of steps included in the workflow.
  • Description — a short explanation of what the pattern does.
  • Tools — icons showing which tools are connected in the pattern.
  • Owner and date — who created or last updated it.
  • Actions — options to run the pattern or open it for editing.

At the top of the catalog, you can:

  • Sort by name, date, or other attributes.
  • Create a New Pattern to add a new pattern to your company’s catalog.

This view makes it easy to browse, select, and manage patterns, ensuring your team has quick access to the workflows they need.

Viewing pattern details and metadata [coming soon]

Editing and structuring patterns [coming soon]

Running & Managing Jobs

Jobs Screen

Jobs are the actual execution of a pattern.

The Jobs screen is where you can track all executions of your patterns. It provides visibility into current runs, recently completed jobs, and historical activity so you always know what’s happening in your workflows.

The jobs table displays key details for each execution:

  • Name — the job title, usually the associated pattern with additional information
  • Current Step — how far the job has progressed (e.g., 6/16 steps).
  • Status — current state such as Running or Waiting for Input, Completed, Cancelled or Error.
  • Mode — shows whether the job is running in Interactive Mode or Agent Mode.
  • Started / Updated — timestamps for when the job began and last progressed.

Job Actions

Each job row has a menu with available actions:

  • Open — open the job to see step-by-step progress, get the job’s artifact or work with Andy.
  • Repeat job — launch a new run of the same pattern.
  • Delete job — clear it from history if it’s no longer needed.

Opening a Job

Clicking into a job opens the Job Detail view, where you can:

  • Monitor step-by-step progress.
  • See input requests, agent activity, and outcomes.
  • Debug issues or validate that the workflow completed successfully.

The Jobs screen gives you a centralized place to manage execution history, making it simple to track progress, rerun important workflows, and keep operations organized.

Filters

At the top of the Jobs screen, you’ll find quick filters to narrow down the list:

  • Running — shows all jobs currently in progress.
  • Completed — shows jobs that have finished.
  • My Jobs — limits the view to jobs you initiated.
  • Started in Last 7 Days — focuses on recent activity.

Job Screen

The Jobs screen is where you can track all executions of your patterns. It provides visibility into current run – tasks, artifacts and historical activity so you always know what’s happening in your workflows.

Job Information

On the left side of the Job screen, you’ll find the Job Info panel. It shows:

  • Overall information
  • Progress bar: How many steps have been completed out of the total.
  • Step list: Each predefined step in the pattern, with status indicators (completed, running, skipped, error or waiting). You can track exactly what has been completed and what’s next.

Artifacts

As jobs progress, they generate artifacts — tangible outcomes of the work. Artifacts can include:

  • Contact lists or account information
  • Meeting transcriptions.
  • Results of analysis or research.
  • Documents, spreadsheets, or decks generated by Andy.

Andy

At the right side of the Job screen, you can interact with Andy, your agent. Andy works through the chat, letting you:

  • Inform you when additional input or clarification is needed.
  • Run ad‑hoc steps outside of the predefined workflow.
  • Ask for explanations, analysis, or grounding context.
  • Gain understanding of what’s happening in the job.

This conversational interface keeps jobs flexible and interactive.

Use Cases & Playbooks

This section outlines three common CS workflows built with Pattern and Andy:

QBR Preparation

Prepare a complete, insight‑rich Quarterly Business Review (QBR) for a single key account or a portfolio segment. The goal is to align stakeholders on business value realized, surface risks/opportunities, and drive a clear next‑quarter plan with owners and timelines.

Objectives & Key Metrics

  • Tell a clear value story tied to outcomes and original goals
  • Surface risks and opportunities with specific mitigation/expansion plays
  • Commit to actions for the next quarter and assign owners
  • Key metrics (examples): ARR/NRR/GRR, seats licensed vs. used, active users (WAU/MAU), feature adoption, time‑to‑value, milestone attainment, support volume/CSAT, incident MTTR, onboarding completeness, engagement health score

Primary Users & Stakeholders

  • Owner: CSM / Account Manager
  • Contributors: Sales (AE), Solutions/Onboarding, Product, Support, RevOps/Analytics
  • Audience: Customer exec sponsor, program lead, business/technical stakeholders

Required Integrations (recommended)

  • CRM: Salesforce, HubSpot (Accounts, Contacts, Opportunities, Contracts, Cases)
  • Product usage: Data warehouse (e.g., Snowflake) or analytics telemetry source (e.g., Power BI, Tableau)
  • Meetings & voice of customer: Gong (calls + transcripts)
  • Docs/Slides: Google Drive (Docs/Slides), optional Sheets
  • Comms: Gmail / Slack

Optional: Calendars (Google/Microsoft) for scheduling; Project/Tasks (Jira/Asana/Linear) for action tracking; Ticketing (Zendesk/ServiceNow) for support signals; NPS/Surveys (Qualtrics/Delighted) for sentiment.

Outputs / Deliverables

  • QBR Deck (Slides): agenda, KPIs, usage trends, value stories, open items, next‑quarter plan
  • Executive Summary (Doc): key wins, risks, decisions, and asks
  • Action Items: assigned tasks in Slack/PM tool; CRM next steps/opportunities updated

End‑to‑End Workflow

  1. Select Account - Disambiguate by name/domain if multiple matches.
  2. Sync Context - Pull latest CRM data (opportunities, contracts/renewals, support cases), stakeholder map, and key dates (renewal, expansion milestones).
  3. Usage Analysis - Compute week/month trends, active users, seat utilization, feature/module adoption, milestone attainment, and anomaly flags.
  4. Voice of Customer - Mine Gong for themes (wins, blockers, feature requests); extract 1‑2 crisp, attributed quotes.
  5. Value Realization - Map outcomes achieved vs. original goals; translate telemetry into business impact (time saved, revenue protected, risk reduced); highlight case studies.
  6. Risk & Mitigation - Flag renewal risks, sentiment dips, adoption gaps, low executive engagement; propose actions with owners and due dates.
  7. QBR Draft Assembly - Auto‑assemble Slides + Executive Summary with fresh charts, narrative bullets, and appendix detail.
  8. Review - Share draft in Slack; @mention contributors; capture edits and comment logs.
  9. Finalize & Send - Email pre‑read to attendees; attach deck and summary; confirm agenda; schedule the session with calendar invite.
  10. Follow‑Through - After the session, publish decisions, log risks/opps in CRM, convert actions to tasks, and start the next‑quarter plan.

Renewal Management

Produce a concise, data-backed Renewal Brief for a single account. The goal is to assess risk and upside, shape the commercial posture, and drive a clean motion to signature with clear owners and dates.

Objectives & Key Metrics
- Establish an objective renewal likelihood tied to health & usage
- Surface risks with root-causes and concrete mitigations
- Identify growth plays (upsell/x-sell) with expected impact
- Generate policy-aligned commercial guidance (guardrails, tradeables)

Primary Users & Stakeholders

  • Owner: CSM / Account Manager
  • Contributors: Solutions/Onboarding, Product/PM, Support/TAM, Deal Desk/Legal/Finance, RevOps/Analytics
  • Audience: Customer exec sponsor, commercial/procurement, program lead, technical stakeholders

Required Integrations (recommended)

  • CRM/CPQ/Billing: Salesforce (Accounts/Contacts/Opportunities/Contracts/Cases), CPQ/Deal tooling (e.g., Dealhub), Billing (e.g., Zuora)
  • Product usage: Data warehouse (Snowflake) or product analytics source
  • Voice of Customer: Gong (calls + transcripts), shared inbox (Gmail), Slack
  • Docs/Slides: Google Drive (Docs/Slides); optional Sheets for annex/metrics
  • Calendars & Tasks (optional): Google/Microsoft Calendar; Jira/Asana/Linear for action tracking
  • Ticketing & Surveys (optional): Zendesk/ServiceNow; NPS/surveys (Delighted/Qualtrics/Appcues)

Outputs / Deliverables

  • Renewal Brief (Doc): 10-section brief (account/contract, journey, KPIs, risks, insights, opportunities, strategy, guidance, plan)
  • Executive One-Pager (Doc/Slide): outcomes, health score, risks, ask, terms-at-a-glance
  • Action Items: tasks created in PM tool/Slack; CRM next steps/opportunities updated

Workflow

  • Sync Context - Ingest CRM (contracts/terms, historical opps, notices), billing (ACV/TCV, invoices), stakeholder map, open cases, key dates.
  • Usage & Health Scoring - Compute breadth/frequency/utilization, outcome attainment, support/SLA, sentiment/NPS, exec engagement; calculate renewal likelihood.
  • Value & Outcomes - Translate telemetry into business impact (revenue protected, time saved, risk reduced) against stated goals; add 1–2 crisp customer quotes.
  • Risks & Root-Causes - Cluster operational (usage gaps, SLA breaches) vs. relationship (sentiment, engagement); attach owner + mitigation and expected resolution date.
  • Benchmarks & Insights - Show peer gaps (attach, adoption, outcome levels) and negotiation learnings (what worked, red lines, approval path).
  • Growth & Expansioמ - Surface upsell/x-sell plays with hypothesis and expected impact; include adoption plans for under-used modules.
  • Commercial Guidance - Generate policy-aligned offer(s): base, give-to-get, contingent/bridge, and multi-year; list tradeables and fallback positions.
  • Draft Assembly - Auto-assemble the brief + one-pager + offer matrix; include charts/tables and appendix.
  • Review & Sign-off - Route in Slack for AM/CSM, Product, Support, Deal Desk; capture edits and approvals.
  • Customer Motion - Send pre-read, confirm agenda, run value/strategy call; present offers and success plan; log decisions; move to signature; kick off agreed actions.