Infer a role from the interaction that evidenced it, date what was seen and show who has never appeared at all; the politics of the account stay with a named account director.
A role is inferred, and the interaction that evidenced it is written down beside it with the date it was seen.
02
A contact goes quiet, and the role they held ages on the map rather than standing as though still seen.
Reason
03
A title arrives from a directory, and it is recorded as a title, never promoted into a role on its own.
04
A decision-maker never appears in an interaction, and the map shows that absence instead of leaving a blank.
05
An account runs everything through one person, and the map says so rather than reading it as depth.
Decide
06
A champion leaves, and the roles that rested on their interactions are marked for re-evidencing.
07
A role is claimed in a CRM note, and it stays a claim until an interaction is found that shows it.
Out
08
Two records at one customer look like one person, and the merge is proposed rather than performed.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
Inference, evidencing and ageing belong to the agent. The politics of an account belong to a named account director, who reads the map and decides what to do about it.
Example workflow
One account map, interactions to sign-off
AgentHuman
1Interaction records receivedCalendar invitations, email threads, tickets, call notes and CRM activity
2People resolved and datedEach person, the interactions they appear in, the day each one happened and the account they sit under
3Roles inferred from evidenceThe role, the interaction that evidenced it, how recently it was seen and confidence
4Controls appliedEvidence checks, recency checks, single-thread checks and inference confidence
No human action required
Stages 1 to 4 run unaided, and no role is settled at any of them — the agent is inferring, and the account director lane opens at the evidence gate.
5DecisionSplits at the evidence gate
Role evidenced and recent
Goes to the named account director.
Anything unevidenced
Adds a success-lead read first.
Director review
The map is held with each role, the interaction under it and the day it was last seen.
Accept · Append evidence · Send to success review
Accepted — by the account director▼
6CRM and directory records updatedOnly where write access and records policy allow it
7Outcome evaluatedEvidence coverage, role ageing, director corrections and what review found
Corrections
Each director correction is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Deciding that somebody is a champion.
Deciding that somebody is a blocker.
Adding a person to the map unevidenced.
Judging the politics of an account.
Automation boundaryAgent acts unaided
✓Infer a role from the interactions behind it.
✓Age any role that has not been seen for a while.
✓File the interaction that evidenced each role and the date it was seen.
✓Show which decision-makers have never appeared in an interaction.
No role is settled except by a named account director, inside the agreed boundaries.
Calling an account single-threaded in a review.
Telling a customer what role you think they play.
Choosing who to route a renewal conversation to.
Changes to the map, the roles or the evidence rules.
Example output
One stakeholder role, annotated
This serves an account team who will be asked at renewal who actually decides here; below is one role on the map exactly as the agent leaves it.
Stakeholder map output · single roleIllustrative example
Person
Role inferred
Account
Evidence of record
Confidence
Held for
Named contact, one account
Champion, seen twice
Enterprise, one region
Renewal call, 3 August 2026
Held, unconfirmed
The named account director, by name
As receivedTaken from the interactions already on file, and it claims nothing about the person beyond what those show.
What the record holdsRenewal call notesInternal case threadOnboarding sessions
Why nothing is settledWho a champion is at this account is a call the director makes.
ActionAcceptAppend evidenceSend to success review
What the score decidesBelow the configured threshold a role gets a success read before the director sees it.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every account mapFrom the interactions on file
03Evidence
Where the map is used
The relationship intelligence agent owns where a contact came from and what is owed for holding it; this page owns which role a person plays and what interaction evidenced it.
01Approved path
The org chart is a guess
A map built from titles describes the company; a map built from interactions describes the account. Only one of them tells you who actually blocks.
02Human review
What was checked, and not found
No interaction on file shows who signs this renewal: the people who appear are the ones the team already talks to, and that absence is reported rather than filled with the most senior title available.
04Build an evidence trail
The role, the interaction that evidenced it and the date it was seen stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Calendar and meetingsGoogle Calendar · Microsoft 365 Attendees and meeting history
Email and ticket systemsZendesk · Intercom · Front Ticket and thread participants
CRM and account recordsSalesforce · HubSpot · Dynamics Contact records and activity history
Agent
Stakeholder mapping and role evidence
Reads the interactions Infers the roles Holds for the director
Directories and org dataMicrosoft Entra ID · Workday Titles, teams and reporting structure
A role-level evidence figure can read clean while recently reorganised accounts carry most of the roles nobody has seen since. Nestack reports the correction rate by role, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Recently reorganised accounts
7.3%
3.7×
Review
Single-threaded accounts
5.2%
2.6×
Review
Multi-region buying groups
3.2%
1.6×
Watch
Stable contact sets
1.4%
0.7×
Normal
Bar: correction-rate lift vs. stable-contact-set baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
What an unevidenced role costs
A cycle shuts when the role assumed rather than seen is a regression case. That suite is what the next map published is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Correction rate rises on recently reorganised accounts.
02Diagnose
The champion who left in March and stayed on the map until November is unpicked until one cause is left standing.
03Improve
Changes ship numbered, with the maps that drove them filed underneath.
04Verify
A single red map case is enough to stop the release.
05Learn
It is retained permanently, and the evidence rules travel with it.
Learn → DetectThe return edge. The next map is measured against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, role inference, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Stakeholder-mapping and automation-boundary work.
02Calendar, mailbox, ticket and CRM sources.
03Role-evidence and interaction-coverage mapping.
04Interaction-record ingestion.
05Person, role and evidence binding.
06Inference confidence and review routing.
07Account-director review workflow.
08CRM and directory integration.
09Role and evidence cases.
10Guardrails and inference controls.
11Role-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne account, one mapProductionProduction account workflowAdvancedMultiple accounts / regions
Introduced at Pilot
Role inference to your evidence rules✓✓✓
Named director approval✓✓✓
Account-org baseline✓✓✓
Introduced at Production
Reporting by role—✓✓
Success review workflow in your systems—✓✓
Approved write-back—✓✓
Directory-and-CRM integration—✓✓
Introduced at Advanced
Multi-entity account maps——✓
Multi-stage map approvals——✓
Large contact populations——✓
Multi-region role controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, stakeholder volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your live accounts and the people already on each map→Evidence capture and role-date versioningWeek 1
02Representative calendar, mailbox and CRM records→Interaction binding, inference logic and the map baselineWeek 2
03Your renewal calendar and the directors it names→Evidence rules, role definitions and the automation boundaryWeek 1
04Access to relevant APIs, feeds or exports→Calendar, mailbox, ticket and CRM source assessment, then integration setupWeek 2
05Maps you would not want tested→Inference cases and failure-mode testingWeek 4
06What no map may certify→Inference confidence, review routing, guardrails and release controlsWeek 3
07A named account director who accepts the map→Release to the named account director, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
The bars are drawn to the effort behind each one, which puts two of them on the same fifth week.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Account-mapping discovery, evidence rules and the automation boundaryW2Interaction-source integration and the account-org baselineW3Inference logic, role ageing and release controlsW4Evaluation suite, inference cases and failure-mode testingW5CRM and directory integration, pilot maps and targeted correctionsW6One mapping round run under the account director, then Agent Care handover
Reading the bandEach bar covers only the weeks its own work is named for, and week five is shared by design.
At the end of W6Once the role record validates, Agent Care takes the agent on.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Customer Success AI agent
Build a stakeholder mapping agent around the champion your map still shows.
Show us one account you renew and the map you would work it from today. Not the titles in the CRM. The interactions that showed who blocks, who approves and who carries you internally, each with the day it was seen. A role nobody can evidence comes back as a finding.
