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Welcome to the AIP — What is this platform?
The AIP (Application Intelligence Platform) is Piedmont Plastics' marketing and sales intelligence hub.
Your role and what you can see
The AIP uses four roles to control what each user can access and edit.
What the Dashboard shows you
The Dashboard is the first thing you see after logging in — a role-aware snapshot of what matters most to you.
Understanding Your Marketing OS Home
What the Action Queue, Priority Stats, Opportunity Feed, and Quick Actions show, and how branch scoping and priority levels work.
Understanding the Branch Opportunity Center
How branch signals, customers, visitors, prospects, events, and campaigns come together into one branch-level opportunity view.
What is a Campaign?
Campaigns are the top-level container for your marketing initiatives, connecting assets, accounts, and wins.
Email templates overview
Email templates are reusable email bodies that can be used standalone or as steps inside a sequence.
Building a multi-step email sequence
Sequences string multiple emails together with time delays to create automated nurture flows.
The Customer Snapshot explained
The customer detail page shows a 360° view of the account including engagement score, recent wins, and contacts.
Logging and reviewing Engagements
Engagements are the running log of every call, email, and visit with a customer — the raw material behind the engagement score.
What is a Prospect Account?
A Prospect Account is a company you're targeting that isn't a Piedmont customer yet — distinct from a Customer record.
How to submit a win
When you close a new application for a customer, submit it as a Win to get it on the board and attributed to the right campaign.
What is an Application?
An Application is a specific use-case or end-use that Piedmont's products and services solve for a customer.
Using the Application Library
The Application Library is a browsable, sales-facing gallery of every Application — a fast reference before or during a customer call.
Trade show results: which leads became customers
Mark what each CRM campaign is, and for a trade show see which leads were already customers, which became customers after the show, and what they bought.
Importing a Zoom contact export as a Lead List
Upload a ZoomInfo-style cold-call export and the AIP builds a Lead List, matching every row against Contacts and Bridge automatically.
Working a Lead List
Log call attempts, update status, and assign leads to reps — sales users only ever see their own assigned leads.
Working your branch's lead lists
Sales reps see every lead list assigned to their branch, not just the leads assigned to them personally.
Closing a lead and close reasons
Moving a lead into Converted, Not Interested, Bad Info, or Do Not Call now requires picking a close reason.
AI company research
Get a 3-minute pre-call brief on any company, researched live from the open web — a separate source from ZoomInfo and Bridge.
Customers — My Accounts, Branch Accounts and the Sales views
The Customers page opens on your accounts and gives you ready-made views for revenue, purchasing, activity, ordering cadence, terms, status and recent enhancement.
Sending a gift to your customers
Pick a gift, choose who gets it, add an optional note, check the cost and send. Cards go out by email; baskets, flowers and printed cards are bought and mailed for you or by you.
Uploading a vendor or partner list
Upload a PDF, Excel, Word or CSV list of vendors. It is read, matched to companies we already have, and left for marketing to review. Nothing is created automatically.
Connecting RingCentral
How this platform authenticates to RingEX, tests the connection, and keeps its call-log subscription alive.
How Calls Are Imported
What happens between a RingCentral call ending and it showing up here, and why some calls never get a recording.
How Customer Matching Works
The order the platform tries to identify who was on a call, and what confidence score each method produces.
Reviewing Transcripts
How speaker roles get assigned, why corrections never overwrite the original text, and what "locking" a transcript means.
Reviewing Conversation Insights
Why "Approve" and "Approve for Learning" are two separate steps, and what each one actually unlocks.
Your /app Home Dashboard
What admin/marketing/branch_manager see on the Action Center home view vs. the sales-focused daily work queue, and how to search from anywhere.
How the Learning Layer Works
The single rule that governs every part of Conversation Intelligence: raw conversation is never automatically organizational truth.
Website evidence: how scanning works
What the website scan collects, how a failed scan is retried, when the AI steps in, and how scans are started and kept going.
Data Quality Dashboard
Account coverage, data completeness, enrichment coverage, identity confidence, contact quality, and branch rollout readiness at a glance.
Getting Started with Content Intelligence
What Content Intelligence is for, and what it deliberately does not do.
Generating Drafts (Content Types Explained)
The ten content types Content Intelligence can draft, and what "draft" means here.
Understanding Quality Review Findings
Why quality review gives ten separate ratings instead of one overall score.
Prospect Accounts API reference
Create Prospect Accounts programmatically with a Bearer token — one endpoint, JSON in, JSON out.
Generating and revoking API tokens
Admins can issue, rename, and revoke the Bearer tokens used to authenticate API requests.
How to navigate the platform
The left sidebar gives you access to every section; the top bar shows your profile and quick actions.
Checking integration health (API Status)
A live health check of Bridge, Customer.io, and other external integrations — useful when something looks out of sync.
Creating your first campaign
Click "New Campaign", fill in the basics, and set it to Draft until you're ready to go live.
Linking campaigns to account segments
Account segments define your target audience for a campaign — attach one or more segments to focus your outreach.
Tracking campaign attribution through wins
Wins can be attributed to one or more campaigns to measure marketing influence on revenue.
ABM — Account Segments and targeting
Account Segments let you define named groups of customers for targeted ABM campaigns.
Setting UTM parameters on a campaign
Set utm_source, utm_medium, and the rest once at creation — the campaign view assembles a ready-to-copy query string.
AI Campaign Stories — what they are and how to regenerate one
When a campaign ends, the AIP generates a written summary of how it performed — broadcasts, engagement, touch points, and attributed wins.
Using the Marketing Calendar
A calendar view of every campaign and scheduled send, so you can spot overlaps and gaps at a glance.
What are ICP Criteria?
ICP Criteria are the configurable rules behind ICP Tier scoring — the settings, not the score itself.
Re-engagement Rules
Rules that automatically flag accounts going cold and trigger re-engagement outreach.
Report a bug or request a feature
Use the bug icon at the top of any page: drag a box over the problem, say what is wrong or what you want, and send it.
Using merge tags for personalisation
Merge tags let you insert dynamic customer or rep data into email content at send time.
Uploading a Contact List
Upload a CSV of contacts and the AIP pushes them to Customer.io as a manual segment, matching each one to an existing account where it can.
Linking a Customer.io broadcast to a campaign
Broadcasts connect a campaign to a real Customer.io send — link the Customer.io broadcast ID and metrics sync automatically.
What is an Audience?
An Audience is a Customer.io segment definition — related to, but distinct from, Contact Lists and Account Segments.
What is an ICP Tier?
ICP Tiers (1–3) rate how closely a customer matches your Ideal Customer Profile.
Syncing customer data from Bridge ERP
Customer records are sourced from Bridge ERP and synced nightly — edits made in Bridge appear here automatically.
Logging a sales activity against a contact
Log calls, emails, and meetings against a contact to build the engagement history for that account.
What is an Industry?
Industry classifies what business a customer is in — used for segmentation, targeting, and reporting.
Customer Types explained
Customer Type classifies the kind of business relationship an account has with Piedmont — distinct from Industry and ICP Tier.
Importing Prospect Accounts in bulk
Upload a CSV of target companies and the AIP creates Prospect Accounts, skipping or flagging anything that looks like a duplicate.
Importing Customers
A separate bulk tool for bringing in or refreshing Customer records outside the normal nightly Bridge sync.
Customer Import Exclusion Rules
Exclusion rules keep specific records out of customer imports automatically — a safeguard for data you don't want overwritten or re-added.
The win approval workflow
Submitted wins go through a simple approval process before they count in reporting.
What is a Product?
Products are the actual catalog items Piedmont sells — grouped into Product Families and linked to the Applications they solve.
What are Services?
Services are the value-add offerings — beyond the physical product — that can be tied to an Application or a Win.
Tracking Competitors
The Competitors list tracks who you're up against — referenced on wins to show what you displaced.
What is a Win Submission?
A Win Submission is the raw record a rep files before it's reviewed — Application Wins are what it becomes once approved.
Flagging a National Account win
How the National Account checkbox groups a win under a customer's Bridge parent-customer number instead of its own branch-level customer number.
Reading the win velocity chart
Win velocity shows how many wins are being approved per week — a rising trend means the pipeline is healthy.
Understanding the engagement score
The engagement score is a composite measure of how actively your team is interacting with an account.
Configuring Report Metrics
Report Metrics define the individual measures that power the Reports dashboard and campaign widgets.
Importing search queries from Google Search Console
Upload a Search Console query export to discover the real search terms driving traffic — AI sorts each one into an industry automatically.
Managing user roles and permissions
Admins can assign roles from the Users list — roles control what each person can see and do.
Activity tracking
What the Activity Dashboard records, how long it's kept, and the optional page-view tracking flag.
Trade show dinner guests: count the companies you took out
Add the companies sales took to dinner during a show, from a spreadsheet or one at a time, so the show's results count what they bought.
Managing enhancement prompts
The prompt behind AI company research is admin/marketing-editable data, not code — manage it under System → Enhancement Prompts.
Field Intelligence: replying to the evening check-in
During a trade show or event you may get a short email each evening. Reply in plain English, or with a voice note. No form needed.
Field Intelligence: set up check-ins and review what comes back
For Marketing: choose who gets nightly check-ins, turn a workflow on, merge reports of the same dinner, and approve follow-ups.
What is a Branch?
A Branch is Piedmont's physical location/territory unit — it's what scopes which customers and leads a sales rep or branch manager can see.
Field Intelligence: what the numbers mean, privacy and troubleshooting
How each figure is counted, what is kept and for how long, and what to check when a check-in or a reply does not behave.
What is a Region?
A Region groups several Branches together for larger territory reporting and management.
Product Families explained
A Product Family is the grouping layer above individual Products — used to organize the catalog and roll up reporting.
Admin Tools overview
A utility page for admin-triggered, system-wide maintenance actions like a full Bridge sync — not for everyday use.
Monitoring background jobs
The Job Monitor shows every background job — Bridge syncs, Customer.io sends, imports — including any that failed.
Notification Settings
Control which notifications you receive and how — win approvals, lead assignments, import results, and more.
Managing Help Articles
How the Help Center itself is authored — for admin/marketing users writing or updating articles.
NPS survey email: every Customer.io attribute and what it means
The attributes available when you build the NPS survey email in Customer.io: the survey link, the 0-10 score links, the question and labels, who it is for, which store, and when the link expires.
NPS survey settings: edit the question and test the number links
Where to change the NPS question, labels, comment prompts and timing, and how to test where each number in the email takes a customer.
Exporting and re-importing lead updates
Export a Lead List to a spreadsheet, work it offline, and re-import the same file to apply every change at once.
Lead statuses explained
Every lead moves through a small set of statuses from New through Converted (or one of the terminal dead-end statuses).
Enhancing company data
Pull fresh ZoomInfo company data for a lead on demand, right from its working view — some refreshes are free, others use a credit.
Company Watchlists — tracking accounts that need attention
Group Customers and Prospect Accounts you're actively watching — dropped-off accounts, strategic targets, re-engagement candidates — with an owner, priority, and a review date that brings them back to your attention.
Hosting an Event
Golf outings, appreciation days, lunch-and-learns — invite lists, RSVP tracking, and Customer.io broadcasts, all inside one Event Campaign.
Building a public form
A reusable public form builder — not just for events — with drag-reorder questions, optional password-gating, and the same spam defenses as the existing win-submission form.
Interviews: build a question set
How to create an interview, add questions of every type, preview it, and open it. Opening locks the questions and does not email anyone.
Reviewing competitor candidates
Nothing an AI or a teammate suggests becomes a real Competitor Intelligence record until someone explicitly approves it here.
Answering an interview
How to answer an interview you were asked to complete: on a phone or computer, stopping and resuming, reviewing, and submitting once.
Competitor Intelligence — approved competitor records
The approved, targeting-ready competitor relationships for your Customers — every row here started as a reviewed Competitor Candidate.
Interviews: sending, reminders and results
Adding recipients, sending invitations and reminders by hand, reading the tracker, the question summaries and the exports.
Tracking real Google rank positions for a keyword
Track real Google SERP positions for a tracked keyword — not Search Console's noisy average-position metric — nationally and per branch.
Interviews: handing over, opt-outs, anonymity and retention
Handing an interview to a colleague, the Needs attention page, stop-emails links, anonymous interviews, and how long outside people's details are kept.
Generating an SEO benchmark report
A point-in-time, AI-narrated snapshot of where your tracked keywords stand against competitors — generated on demand, exportable as PDF or Markdown.
Interviews: templates, the question library and branch ICP profiles
Starting from a template, saving questions, and how branch ICP profiles are drafted, approved and compared.
Publishing a Signal
Branch-level promotions and notices — with an approval workflow that scales to how many branches and how sensitive the signal type is.
AI Research brief — the Piedmont Snapshot section
The AI Research brief's Piedmont Snapshot section — verified internal data, not AI output, showing exactly what the AI's own research was told about the account.
AI Enhancement fills in missing website, industry, and firmographics
Running "Enhance with AI" can now quietly fill in a missing website, industry, or firmographic field — but it will never overwrite a real ZoomInfo or Bridge value.
Finding anything fast — search, Recent Pages, and Recent Searches
The topbar search bar remembers where you've been and what you've searched for — one click back to a page, no re-navigating the sidebar.
Website Finder fills in a missing website before AI research runs
"Enhance with AI" now checks Google for a company's website first, when none is on file, so the research itself has a real site to work from.
Tracking a Service's SEO performance
Open a Service to discover real queries landing on the page from Search Console, AI-research more, track Ahrefs/GSC page performance, and see which campaigns are driving traffic.
Reviewing suggested industries
When AI Company Enhancement finds an industry that isn't in your Industry list, it lands here for review — nothing gets added automatically.
Blue Account ICP — finding and converting portal adoption candidates
See which customers are the best fit for the Blue Account customer portal, who's already proving the profile works, and build a Customer.io campaign list straight from this page.
Closing leads nobody is working anymore
Leads managers and admins can close unworked leads that are no longer being worked, one at a time or in bulk.
Activity sentiment: how customers feel, and where it is moving
Every logged call, email and meeting is read for how the customer feels. See the trend for a customer, a branch or a parent account, and correct anything the AI got wrong.
Enhancing a lead with AI
What Enhance with AI does on a lead, in order, what it saves to the company, and how it gets the lead ready for CRM.
Sentiment alerts: work, snooze and resolve
What raises a sentiment alert, who is told, and how to acknowledge, snooze or resolve one.
Leads that did not go into CRM
What happens when a lead is in the hub but cannot go into CRM, who is told, and how to fix it.
Customer page — what is where
The header answers who, where and how they buy; tabs hold contacts, products, activity, wins, intelligence and every field grouped by source.
Existing Leads on a Website Lead
The contact area of a Website Lead lists every Lead that person already has, with status, reason and a Quick Look.
Application Sharing Approvals — reviewing a shared win
Marketing reviews each shared win: read the original, edit the approval wording, resolve the Application and products, preview the email, then approve.
Share a Win — and how to link to it
Share a Win is a normal page you can link to from Teams, SharePoint, email or training material.
Setting up a new gift: the guided steps
How Marketing sets up a gift with the New gift guide: nine steps from the kind of gift to going live, and what each one checks.
Gift limits, budgets and approvals
Why a gift might be blocked or need approval: do-not-gift accounts, public-sector rules, yearly limits per person, budgets, and cost-based approval.
Buying and sending gifts by hand: the Fulfillment queue
Local doughnuts, flowers and anything without a vendor: how to mark a gift ordered, shipped and delivered, record what it cost, and what happens when it is late.
Managing gift campaigns: catalog, approvals, feedback and analytics
How Marketing builds gift occasions, templates and campaigns, approves sends, asks Sales for feedback and reads results, including spend.
Gift budgets
Setting spending limits for the company, a branch or a salesperson over a fiscal quarter or year, and how spent and committed are worked out.
Connecting a gifting vendor (Lob, Handwrytten, Sendoso, Alyce)
How to turn on a gifting vendor: add its API key, check API Status, place a test order, switch it on, and set up webhooks.
Sales Gifts setup and operations (Customer.io, vendors, queues, switches)
What must be configured before the first live gift: the feature switches, limits, Customer.io, vendors, the queue worker and the scheduled commands.
Send a card: email a digital card or order printed cards for your branch
The Send a Card page: pick a digital or printed card, email a digital one to customers, or order printed cards (25 to 500) shipped to your branch. What gets reviewed by Marketing and why.
Reviewing a vendor list and sending rows to CRM
Marketing and admin review each row, resolve possible matches, clear flags and send rows to CRM one at a time. Existing customers are linked, never duplicated.
Matching Unidentified Calls
What to do with a call phone matching couldn't resolve, and how transcript-based candidates are approved.
Account Conversation Profiles
A rolling summary of everything approved from calls with one account, and why it always rebuilds from scratch.
Salesperson Conversation Profiles
What this profile shows about a salesperson's calls — and, just as important, what it deliberately does not show.
Buyer Language
Why this library keeps the buyer's exact wording separate from its normalized meaning.
Objection Intelligence
How objections get grouped across calls, and why marking a response "effective" is always a human decision.
/app Customers directory and detail page
A searchable customer directory plus a read-only detail page with Call Prep, Products, Wins, Campaigns, and more.
Conversation Data Privacy
Who can see call recordings and transcripts, how long they're kept, and what never gets logged.
Browsing the /app Application Library
A card-based, searchable library of every active Application, with a detail page showing top customers and branches by approved wins.
Working Leads in /app
Follow-ups Due, Unworked, and Stale views over the same branch-wide lead pool the sales dashboard already uses, plus a full working page per lead.
The /app Campaign Operations Workbench
Active/completed campaigns, a reporting-gap queue, campaign notes, and a full detail page with lifecycle actions and performance metrics.
Branch Opportunity rollup in /app
A read-only, per-branch opportunity rollup ported from the Filament Branch Opportunity Center — same explainable score, same data, no authoring here.
Watchlists in /app
A cross-watchlist Due for Review queue, browsing by watchlist, and the one action available here: Add to Watchlist.
Branches and the website
How each branch is tied to its page on the website, what the page says, what the branch carries, and the pages suggested to its customers.
Reading the /app Marketing Reports page
Adoption/data-quality metrics plus an Executive Snapshot reusing the same numbers as Filament's own Reports widgets.
Finding companies that need data cleanup
Surfaces customers and prospects missing a website, industry, or other core field so marketing knows who to prioritize.
Reviewing what needs enrichment
A review surface for enrichment coverage — the actual ZoomInfo/AI research/website-lookup runs still happen from the admin Customers and Prospect Accounts lists.
Using Quick Capture
Five small forms for jotting down a branch opportunity, a win, a follow-up note, a competitor insight, or a watchlist note without leaving your flow.
Customer Maintenance Tiers
What each maintenance tier means and how it decides which accounts get enrichment, monitoring, and campaign attention.
Reviewing website evidence
The review queue: the AI's first look at every suggestion and logo, one-click accept for good fits, what the AI applied on its own, and how to undo it.
Identity Review
Reviewing ambiguous or conflicting company-identity matches from Bridge, ZoomInfo, Google Places, website visitors, and competitor research.
Website evidence settings and troubleshooting
For admins: the switches that control website scanning, why nothing might be scanning, and what to check.
Company Enrichment Eligibility
Why some customers are skipped by ZoomInfo sync, AI research, and Google Places lookups even when selected.
Data Quality Workflows
Turning a data-quality gap into a worked queue — generate a workflow, then resolve or skip each item.
Branch Rollout Readiness
What Ready for Pilot, Needs Cleanup, and Not Ready actually mean, and what to fix to move a branch forward.
Pilot Sales Feedback
How selected pilot sales users report data issues, and how marketing reviews and acts on that feedback.
GTM Recommendations
A scored, evidence-backed queue of recommendations, and how to approve, reject, defer, or resolve one.
Uploading Source Documents
Supported source types and what happens right after you add one.
How Source Extraction Works
How each source type is turned into plain text, and why long sources get split into chunks.
Understanding Source Analysis
What the Analysis tab shows and what the provenance badges mean.
Building Internal Intelligence (Evidence Matching)
How the analysis gets matched against real Applications, Products, Wins, and Campaign stories.
Reviewing and Approving Evidence
Why only approved evidence ever reaches a generated draft.
SEO Intelligence and Content Overlap
Where the SEO tab gets its numbers from, and why some ideas get flagged as overlap instead of create.
Generating Content Opportunities
How recommended content ideas are prioritized, and why some are marked low value on purpose.
Article Series (Multiple Angles)
How generating more than one article at once works, and why it caps at three.
Editing, Regenerating, and Version History
Why a manual edit is never lost by a later AI regeneration.
Customer presentations
Open a presentation made for a customer, and (for marketing) build one with the wizard.
Website Intelligence: how brand and competitor monitoring runs
How the hub watches brand and competitor websites through Firecrawl, what it costs, and the commands that run it.
Website Intelligence: reading brand and competitor website changes
What the hub watches on brand and competitor websites, how to read a change, what each button costs, and who can use them.
Website Monitors (admin)
Every Firecrawl monitor, its settings and health, and the operations actions: reconcile, force reset and retire.
Owned Website Knowledge: how Piedmont's own website is kept in Marketing OS
What Owned Sites is, what it stores for every page of Piedmont's website, and what it is (and is not) used for.
How Piedmont website crawling works
Full crawls, change checks, schedules, what makes a page "removed", and what to do when a crawl fails.
Reviewing page relationships and internal link suggestions
Confirm or reject which records a page is about, and act on suggested internal links, broken links and orphan pages.
Content opportunities and using website knowledge in Content Intelligence
Where content opportunities come from, how to review them, and how a page becomes a Content Intelligence draft.
Website Monitor Checks and Page Changes (admin)
Each check a monitor has run, its page counts and credits, and the page results it found.
Application Resources: how pages, files and PDFs are attached to applications
What Application Resources finds, where it looks and what it never does.
Reviewing resource suggestions
Confidence, approving, dismissing, undoing and why approval does not make something shareable.
Content gaps and opportunities
How gaps are found, how priority is recommended and how an opportunity is worked through to a published page.
Using resources on an application (Sales)
Open, copy and ask for the material that helps you sell an application.
Firecrawl Webhook Events (admin)
Every webhook delivery Firecrawl sent, whether its signature checked out, and how it was processed.
Firecrawl Usage (admin)
Firecrawl credits used, by API operation and by monitor, and the remaining plan credits.
Email delivery: the dashboard, the sent log and what the numbers mean
Every email the hub sends is recorded by service and purpose. What delivered, bounced and complaint rates mean, and what to do when something needs attention.
Bugs & Requests: triaging what staff send in
Every bug report and feature request staff send from the app, with the screenshot, the page and who sent it. Developers are emailed; set a status and priority and keep internal notes.
Need more help? Contact your admin.
