SupportLex capabilities, Pieces, and controls
Understand the Pieces, connectors, plugins, playbooks, memory structure, learning definitions, and approval boundaries in the public Lex Ask360 kit.
How this fits into Lead360Explore the Lead360 agentic platformSee how the agency, client businesses, and Ask360 workforces fit together.- 01
Role and intended outcomes
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How Lex explains its operating boundary
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Governed operation families
Role and intended outcomes
Lex Sales360 v1.4.6 is released and available now for internal sales coordination. It combines Email Manager campaign review, BDR speed-to-lead qualification and routing, human Account Executive handoff, opportunity review, and pipeline coaching through 14 governed playbooks.
The role is evidence-based and permission-aware. A successful answer should identify the destination records used, the relevant time window, uncertainties, the recommended next action, and the person or approval required.
- Review saved email templates, run a prediction-only pre-send spam-risk preview, and compare observed campaign outcomes before preparing a draft automation without activating or sending it.
- Review consented first-party website-intent aggregates to identify high-interest pages, return patterns, and campaign trends without exposing anonymous visitor identities.
- Start a standard automation after a bounded post-baseline Smart List addition, then use only downstream actions covered by the workflow's exact connector and resource grants.
- Qualify and route a lead from exact destination-owned evidence, with a controlled booking or human Account Executive handoff.
- Review opportunities, stalled stages, meeting outcomes, and pipeline velocity without inventing current CRM facts.
- Prepare a supported, bounded change for exact administrator review while keeping backend-only operations unavailable.
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Official release boundary
- One reusable draft Piece, 14 generic playbooks, 12 empty memory folders, four fresh Learning Collection definitions, three disabled proactive path definitions, one generic configured-channel-binding requirement, and one disabled Sales360 Automation Builder blueprint.
- Lead360, Sales Agent, and Automation Pieces connectors import without source credentials or resource mappings; all effects remain report-and-approval.
- No active automations or proactive schedule is included, and imported actions remain disabled or draft by default.
First-party website intent
- With consented Lead360 external tracking, Lex can review privacy-thresholded page, source, campaign, referrer, recency, return-frequency, and known-contact-return aggregates through the tenant-scoped read-only analytics adapter.
- The report suppresses cohorts below three unique visitors, strips query strings, redacts identifier-like path segments, and never returns raw visitor IDs, session IDs, IP addresses, contact identities, or click identifiers.
- Destination administrators must review consent, retention, and page-intent mappings. Lex can recommend tactics, create supported internal tasks, and prepare drafts; it cannot identify anonymous people or companies or use intent as permission to contact.
Email analytics and rapid-cycle learning
- Signed Sales360 campaign sends persist tenant-scoped accepted, delivered, reported-open, privacy-proxy-open, click, reply, bounce, complaint, unsubscribe, and failure evidence when those events are available.
- Every audited campaign launch receives a separate hashed cycle. Campaigns launched 1–3 hours apart remain separate, and event bursts coalesce into current aggregate learning for only explicitly bound consumer-only Email Manager profiles.
- Exact email watch time is not measurable. Lex reports a clearly labeled engagement-duration estimate from non-proxy event timing, its sample size, and the measurement limits.
- A provisional winning variant requires at least 20 delivered messages per variant and statistically meaningful separation; otherwise Lex reports insufficient evidence or no clear winner.
- Before sending, Lex can run a built-in prediction-only spam-risk preview over bounded draft structure, links, hidden or image-heavy content, marketing unsubscribe markers, and the exact destination sender-domain configuration. It has no per-message software license fee and grants no sending authority.
- The preview never proves inbox placement and does not replace observed delivered, bounced, complaint, unsubscribe, or failure events. A live seed-mailbox placement provider remains an optional separately contracted integration.
Sales360 in Automation Builder
- Use Sales360 / Smart List Added (@activepieces/piece-sales360 v0.1.1) as a standard Automation Builder trigger, then connect any downstream action allowed by the destination project and its connector and resource grants.
- Smart List monitoring uses a bounded snapshot comparison because native membership events are not available. Its first scan establishes a baseline and emits nothing; changed definitions, oversized lists, stale resources, and duplicate events fail closed.
- Lead360 / Run Piece (@activepieces/piece-lead360 v0.2.56) is an optional downstream step with exact published-Piece selection and minimized event context. Report and draft phases are read-only; activation and high-impact apply remain administrator-approved. Configure Smart List Added in Automations, not on the bot profile.
Governed execution and optional integrations
- Lex prepares Smart List, sequence, pipeline, campaign, and automation work as clear, reviewable plans. Execution is enabled only for the governed operations and administrator grants configured in each destination.
- High-impact actions use exact previews, current evidence, consent and sender checks, and administrator authorization before launch.
- Optional identity and enrichment services can be connected through separately contracted, tenant-approved providers with lawful-use and destination review.
How Lex explains its operating boundary
Lex v1.4.6 includes a standardized controlled-channel explanation for capability and Smart List setup questions. This is an explainability contract, not a new permission.
- The published Piece defines role, behavior, exact governed operations, connector and resource grants, playbooks, and safety policy.
- Approved destination memory supplies reviewed business facts. Memory never grants a tenant, connector, resource, approval, or sender authority.
- For a newly added Smart List, Lex identifies the exact tenant and list, takes a bounded membership/count snapshot, validates schema, duplicates, consent and suppression state, prepares an exact dry-run preview, freezes the approval payload and idempotency key, waits for administrator approval, rejects stale evidence, and returns an audit receipt or human handoff.
- Bulk sends, Smart List or sequence enrollment, pipeline mass moves, schema changes, live automation activation, and destructive effects remain approval-only when supported; unsupported adapters remain unavailable.
Governed operation families
Lex v1.4.6 declares 63 exact governed operation grants across the production Sales360 surface. This is a permissioned operating envelope, not unrestricted CRM access.
| Family | Customer-facing coverage | Boundary |
|---|---|---|
| Contacts | Search/read, profile updates, ownership context, notes, tasks, tags, DND state, active flows, stale-contact reads, and bounded destructive work. | Read and draft work can run only inside exact tenant and resource scope. Bulk or destructive effects require exact previews and administrator approval. |
| CRM metadata | Custom fields, custom values, tags, and custom-object context for validation and governed record preparation. | Schema changes and broad tag/custom-field management remain approval-gated and fail closed on missing schema or scope. |
| Email and conversations | Templates, prediction-only pre-send spam-risk review, history, unread and recording context, assignment, staff takeover, handoff, separately governed email/SMS effects, and tenant-scoped campaign delivery and engagement reporting. | Consent, DND, opt-out, sender identity, domain, quiet hours, quota, wallet, suppression, and current preview checks still apply. The risk score does not prove inbox placement, privacy-proxy opens remain distinct, and exact watch time is never claimed. |
| Pipelines and opportunities | Pipeline definitions, stages, exact opportunity reads, upserts, stage/status changes, close/loss reasons, and history. | Single-record governed changes do not imply mass moves. Pipeline mass moves remain unavailable unless a dedicated adapter is released. |
| Automations | Mapped Activepieces reads/writes, workflow draft/validation/monitoring, Sales360 run reads/start, Smart List Added trigger, and Run Piece action support. | Blueprints import disabled. Live activation, retries, and high-impact apply require current evidence and administrator approval. |
| Calendars and appointments | Calendars, slots, conflicts, blocked time, validation, booking, rescheduling, and cancellation context. | Lex must use configured calendars, office hours, and routing rules. It cannot invent availability. |
| Analytics and business context | Website-intent aggregates, app analytics, separate email campaign cycles, variant performance, campaigns, business profile, contact business context, and field context. | Website intent is strategy evidence, not consent or identity. Email results require persisted events, and a provisional winner requires minimum sample and statistical separation. |
| Team coordination | Team member listing, internal notifications, assigned channel reporting, and human handoff preparation. | Human routing stays inside the selected sub-account and active team membership. Lex does not impersonate the human recipient. |
| Supporting resources | Webhooks, short links, bounded pagination, idempotency receipts, stale-snapshot checks, and audit reporting. | Unsupported backend-only functions remain unavailable until exact adapters and tests are released. |
A listed family still depends on connector readiness, exact resource grants, tenant scope, runtime adapter support, consent and sender checks where relevant, current snapshots, idempotency, and administrator-approved apply. Missing scope, stale evidence, unsupported adapters, or missing approval fail closed.
Sales360 automation entry points
Sales360 / Smart List Added
The Sales360 Automation Builder trigger is Sales360 / Smart List Added from @activepieces/piece-sales360 v0.1.1. It watches one selected Smart List in one selected Lead360 sub-account by bounded snapshot comparison because native Smart List membership webhooks are not available.
- The first scan establishes a baseline and emits nothing.
- Later scans emit only deterministic, deduplicated additions after the baseline.
- Changed list definitions, stale resources, oversized lists above 500 members, and duplicate events disable or stop safely with an audit receipt.
- Test Trigger and mock data validate configuration behavior; they do not activate historical members or create a live campaign.
Lead360 / Run Piece
The optional downstream Automation Builder action is Lead360 / Run Piece from @activepieces/piece-lead360 v0.2.56. It selects an exact published Piece, passes minimized workflow context, and preserves separate report, draft, and apply phases. Configure Smart List Added in Automations, not on the bot profile.
Proactive paths included disabled
The public kit includes three proactive path definitions as draft, disabled, unscheduled review patterns. They do not run after import and do not create customer communication by themselves.
| Path | Default purpose |
|---|---|
| Pipeline health review | Draft report-only review package for stalled stages, value risk, owner attention, and next recommended internal action. |
| Lead-response SLA watch | Draft internal alert or task proposal when authorized lead-response evidence suggests a service-level risk. |
| Weekly sales learning review | Draft aggregate learning summary and bounded experiment proposal from reviewed destination outcomes. |
All three use bounded windows and pagination, idempotent receipts, audit reporting, quiet-hours review, and daily run limits. Email, SMS, calls, enrollment, opportunity moves, automation activation, and schema edits are forbidden from these proactive paths unless a separate supported adapter and approval flow allows the effect.
Available, approval-only, and not implemented
Lex should make the difference clear when it answers: some work is available as read/report/draft, some is approval-only, and some is future adapter work.
- Smart List create/update/refresh/enrollment and Sales360 sequence execution are not granted by the Smart List Added trigger. The trigger detects bounded post-baseline additions only.
- Sequence steps, waits, conditions, enroll, stop, reply handling, and outcome adapters are not full production adapters in this public kit release.
- Email delivery/open/click/reply/bounce/complaint/unsubscribe analytics use only persisted destination evidence. The free built-in spam-risk preview is prediction-only and cannot prove inbox placement. Provider events that are not supplied remain unavailable; privacy-proxy opens stay separate, exact watch time is never claimed, and Lex cannot fabricate a winner.
- Forecasting and rep/team performance are review/report capabilities unless exact aggregate adapters, targets, and resource grants are configured.
- Broader task queues, saved inbox drafts, scheduled messages, snoozing, and audit-history effects remain limited to implemented governed adapters.
- Pipeline mass moves, opportunity bulk mutation, live automation activation, schema changes, destructive actions, and outbound communication require exact previews and administrator approval when supported; unsupported variants are refused.
- Optional identity or enrichment is not included. Add it only through a separately contracted, tenant-approved lawful provider and a governed adapter or playbook path.
Ask360 Pieces
A Piece defines identity, channels, allowed operations, reviewed business data, behavior, limits, safety boundaries, and model settings. The public kit imports the internal operations Piece as a draft. Customer-facing Pieces described below require separate destination configuration, Arena testing, publication, and channel assignment.
Lex Sales360
The public package contains one internal draft Piece for reviewed sales coordination. It cannot inherit a source tenant, memory binding, sender, calendar, channel, workflow, customer record, or approval.
Connectors and apps
A connector requirement does not carry a connection. After import, the destination administrator must connect the provider, confirm the owning sub-account, select exact resources, and verify user and employee permissions.
Lead360
Provides exact destination-scoped CRM, conversation, opportunity, task, calendar, template, and reporting operations that the published Piece and current user are allowed to access.
Sales Agent
Provides bounded Sales360 run reporting and approved launch support only after destination audience, consent, sender, quota, wallet, and resource checks pass.
Automation Pieces
Provides mapped workflow draft, validation, monitoring, and approval-gated effects. Import does not create or activate a live workflow.
Plugins
This kit does not declare a plugin requirement. Add a plugin only when the destination workflow needs it and the administrator has reviewed its data access and action policy.
Playbooks included for review
The public kit contains 14 generic playbooks. They preserve the intended review categories without source prompts, private business instructions, tool snapshots, or provider identifiers.
| Playbook | Purpose and reviewed outcome |
|---|---|
| Lead discovery and qualification | Find and qualify leads from exact destination evidence, then report missing context before proposing next steps. |
| Consent-safe outreach review | Check a proposed outreach path against consent, DND, opt-out, sender, quiet-hour, quota, wallet, and suppression controls. |
| Inbox triage and staff takeover | Review authorized conversation context, draft the next internal response plan, and route staff takeover when needed. |
| Qualified lead to human account executive | Prepare an evidence-backed handoff packet for a real human Account Executive without impersonating that person. |
| Pipeline and opportunity review | Inspect current opportunity stage, value, status, owner, history, and gaps before recommending a governed update. |
| Smart List and sequence preview | Prepare audience and sequence previews for review without enrolling contacts or activating sends. |
| Automation draft and activation review | Draft or validate automation work, then stop for exact preview and administrator approval before activation. |
| Email Manager campaign insights and winner review | Run a prediction-only pre-send spam-risk preview, compare separate campaign-cycle outcomes from persisted tenant evidence, distinguish privacy-proxy opens, estimate engagement duration without claiming exact watch time, and identify statistically supported winners, reply signals, and risks. |
| Saved email templates to governed automation | Freeze a selected template and merge-field evidence into an automation draft without silently sending it. |
| BDR speed to lead and qualification | Review response speed, qualification evidence, and the next best internal BDR action. |
| BDR sales ready routing to booking form or human AE | Route a qualified lead to an approved booking path or human Account Executive only after required evidence and resources exist. |
| Objection follow up and human escalation | Prepare objection handling, follow-up drafts, or human escalation with citations to reviewed destination facts. |
| Meeting booking confirmation and no show recovery | Coordinate confirmation and recovery work under calendar, sender, consent, and approval controls. |
| Pipeline velocity forecasting and rep coaching | Summarize aggregate stalls, velocity, confidence, and coaching evidence without inventing pipeline facts. |
Imported playbooks are starting points. Open each one, map destination resources, confirm read and write boundaries, test the output, and schedule it only when its owner, frequency, delivery channel, and stop conditions are documented.
Memory and Learning Collections
Memory folders
Lex creates 12 empty destination memory folders. They are guides for reviewed business knowledge, not copied source memory. Every business value starts as destination-supplied and must be reviewed before it is bound to a Piece revision.
| Folder | What belongs here |
|---|---|
| automation-and-approvals | Automation owners, approval rules, rollback paths, retry policy, and activation boundaries. |
| email-templates | Approved templates, merge-field rules, offer language, sender guidance, and template-review notes. |
| forecasting-and-analytics | Reviewed reporting definitions, target logic, velocity assumptions, confidence rules, and analytics limits. |
| icp-and-qualification | Ideal customer profile, qualification questions, disqualification rules, lead scoring, and sales-ready thresholds. |
| objections-and-handoffs | Approved objection responses, escalation rules, handoff packet requirements, and human owner expectations. |
| outreach-and-consent | Consent policy, DND and opt-out handling, quiet hours, sender identity, cadence limits, and suppression rules. |
| pipeline-and-opportunities | Pipeline definitions, stage meanings, value policy, close/loss reasons, ownership, and movement rules. |
| products-and-services | Reviewed offers, services, pricing claims, promises, guarantees, limitations, and proof points. |
| sequences | Approved sequence strategy, waits, stop conditions, reply handling, enrollment rules, and outcome reporting. |
| smart-lists | Approved Smart List purposes, audience rules, exclusions, owner, refresh expectations, and enrollment boundaries. |
| strategy | Destination sales strategy, positioning, ICP, handoff design, calendar policy, routing policy, and decision log. |
| tasks-and-meetings | Task queues, due dates, reminders, meeting rules, no-show recovery, and team ownership conventions. |
Strategy inputs such as ICP, qualification thresholds, routing, claims, pipeline rules, consent policy, handoff ownership, calendar and office hours, sender policy, and escalation ownership stay pending until the destination administrator supplies and approves them. Memory never grants tools, approvals, tenants, or sender authority.
Fresh learning collections
| Learning Collection | What it can learn from |
|---|---|
| Email Manager campaign winner learning | Continuously upserts sanitized aggregate outcomes for each separate campaign cycle, including reported and privacy-proxy opens, clicks, replies, bounces, complaints, unsubscribes, engagement estimates, and statistically supported winner patterns. Pre-send risk findings stay labeled predictions and never replace observed evidence. Only explicitly bound consumer-only profiles receive this learning. |
| BDR speed-to-lead and qualification learning | Learns from response timing and qualification outcomes using destination evidence, not another business history. |
| Qualified lead to human AE handoff learning | Learns from sanitized handoff outcomes and explicitly excludes private transcript exposure. |
| Pipeline velocity and rep coaching learning | Learns from aggregate opportunity movement, stalls, outcomes, and coaching evidence. |
All four collections start empty and use destination evidence only. Their default controls are report-and-approval, 90-day lookback, at most 8 insights, at most 4,000 characters, aggregate or sanitized evidence, and no operation-granting power.
Risk controls
- The imported Piece remains a draft and has no inherited source memory binding.
- Schedules, proactive recommendations, and standalone automations remain disabled.
- Automation Pieces effects require explicit destination connection and administrator approval where applicable.
- Customer communication must respect consent, sender identity, opt-out, do-not-disturb, quiet-hour, and channel-provider requirements.
- Advertising, app, payment, booking, campaign, membership, and customer-facing changes require review in the owning Lead360 area.
- Generated output may be incomplete or wrong and must be reviewed before consequential use.
Frequently asked questions
Does a connector requirement grant access?
No. Access begins only after the destination administrator connects the provider, chooses exact resources, and confirms the user, bot, Piece, and connector permissions.
Are public-kit playbooks production ready?
They are sanitized starting points. Review their destination resources, evidence requirements, prompts, output, owner, schedule, delivery channel, and approvals before use.
Why does the public kit include no memory files?
Source business knowledge can contain proprietary or personal information. The public kit creates reusable folder guides so every destination supplies and reviews its own knowledge.
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