Next-Best-Action DecisioningThe right next step, for every lead, every time.
Codexa looks at everything a lead has done, from signals to replies to call outcomes, and picks the next action: which channel, what to say, when to send it, or when to bring in a person.
- GatherEverything the lead has done.
- WeighChannel, message and timing.
- ChooseOne action, with a reason.
- ActThe agent does it, or asks you.
A fixed sequence cannot read the room.
Most sequences send step four on day six, whatever happened on day five. A reply, a pricing visit or a missed call should change what comes next.
Priya asks for detailsReply lands in the thread
With CodexaPriya asks for detailsReply lands in the threadWatch the next step get chosen.
A reply, a visit, a missed call or a new signal arrives, and the current plan may no longer be the best one.
It looks at the lead's fit, recent activity, every conversation so far and the rules you have set.
Each possible action is scored on channel, timing and message, inside your limits.
The chosen action comes with a plain-language reason that reps and managers can read.
Routine actions happen on their own. Anything that needs judgment becomes a task for a rep.
What happenedSample dataReplied: "Can you send details?"Email threadDecision viewWatchingGatheringWeighingChosenActingPriya ShahNext best action4 optionsAfter the call
After the call
Every decision leads somewhere useful.
The chosen action is always one of three things: reach out now, wait for a better moment, or bring in a person.
The right channel and message
The agent sends the message or makes the call that fits what the lead just did.
Hold for a better moment
When reaching out now would be too soon or too much, the action waits for the right time.
A task for a rep
Pricing exceptions, sensitive replies or big accounts become a task for the owner, with the reason.
Every decision comes with a reason.
Reps and managers can see why an action was chosen, what else was considered and change it when they know better.
Smart, but never more than you allow.
Every decision is made inside the limits you set, so a good next step never turns into too much.
Frequency limits
Cap how many touches a lead gets each week, across every channel.
Quiet hours
Nothing goes out outside the hours you choose, in the lead's time zone.
Opt-outs come first
A request to stop overrides every decision, on every channel.
Next-best-action questions, answered.
A fixed sequence sends the next step on a set day. Codexa picks the next step again each time something happens, so a reply or a missed call changes what comes next.
- Decides again after each event
- Replies change the plan
- No fixed send days
Yes. Every decision comes with a plain-language reason and a list of the other options that were considered and ruled out.
- Plain-language reason
- Other options listed
- Ruled-out options shown
Yes. A rep can swap the chosen action for a different one, and the reason for the change is saved with the decision.
- Reps can override
- Swap for another action
- Reason saved with the decision
No. Frequency limits, quiet hours and opt-outs always come first, so no decision can go past the limits you set.
- Frequency limits first
- Quiet hours respected
- Opt-outs always honored
The brain between signals and conversations.
Next-Best-Action Decisioning reads signals from Discover & Prioritize and decides what every sequence, call and rep task does next.
Discover & Prioritize
Agents find and rank the accounts worth your time.
Engage & Qualify
Agents start conversations and qualify interest.
Report & Secure
Managers see performance, data stays in your systems.
