Single-condition markers flag accounts based on one check: a rule or AI Detection. Use a rule when the signal is in your data, like a renewal in the next 90 days with no executive sponsor on record. Use AI Detection when the signal is in what customers say, like a champion mentioning on a call that they're leaving. Odie applies the marker to every account that matches and keeps it current as your accounts change.
How Odie evaluates single-condition markers
| Rule-based | AI Detection | |
|---|---|---|
| What Odie looks at | Account data, such as fields from Odie and your CRM, renewal dates, and related records like tickets and calls | What customers say in the calls, emails, tickets, notes, and commentary you choose |
| When Odie checks | At least once a day, and whenever the account's data changes | Whenever a new call, email, ticket, or note arrives for the account |
| When the marker comes off | As soon as the account stops matching your rule | When the Active duration ends without new evidence |
| Uses AI tokens | No | Yes |
| Test before saving | Yes | Not yet |
Start a single-condition marker
- Go to Operations. Under AI Toolkit, click Markers.
- You need to be an admin to see Operations in the Customer Operating System.
- Click New.
- On the Basics step, enter a Name and a Purpose. Use Purpose to say what the marker means and what your team should do when they see it.
- Under Application Mode, choose Single-condition and click Next.
- Under Detection Type, choose Rule-based or AI Detection. You can switch later from the same menu.
The steps across the top depend on the Detection Type:
- Rule-based: Basics, Rules & Scope, Appearance
- AI Detection: Basics, Rules & Scope, Detection Instructions, Appearance
Click Back at any time to return to the previous step.
Screenshot needed: Rules & Scope step with the Rule-based and AI Detection cards.
Build a rule
Choose segments
Under Segment scope, choose the Segments this marker should watch. The marker only runs for accounts in those Segments.
Add conditions
A condition is one check on an account, such as Renewal Window is Next 90 days. The first filter is already on the screen, ready to fill in.
- On the left of the filter, choose what to check: Account, User, Opportunity, Call, Email, Ticket, Meetings, Journeys, or Workflows.
- Choose a Field. Type to search the list. Each field shows where its data comes from, such as Odie, your CRM, or a support tool.
- Choose an Operator and enter a Value.
- To add another check, click Add Filter. Choose And if the account must meet every check, or Or if any one is enough.
- To mix And with Or, click Add Inner Group. For example, Renewal Window is Next 90 days and (Executive Sponsor is empty or Renewal Risk is High).
For upcoming renewals, use the Renewal Window field and choose Next 30, 60, 90, or 180 days. Each group holds up to 15 filters, and you can nest groups two levels deep.
Screenshot needed: Define Conditions with two filters joined by And.
Test your rule
Test shows you which real accounts match before you save.
- Click Test. It becomes available once every filter is complete.
- Review Matching accounts and Accounts evaluated to see how many accounts the rule catches.
- Use Select Account to look through sample matching accounts. Each one shows its renewal date, revenue, and status, along with Marker would be applied for this account.
If the count is much higher or lower than you expected, adjust your filters and test again.
Screenshot needed: Test marker panel with Matching accounts and a selected sample account.
Build an AI Detection marker
Choose segments and evidence
- Under Data sources, choose the Segments Odie should watch. At least one is required.
- Under Evidence to analyze, choose where Odie should look: Calls, Emails, Tickets, Notes, or Commentary.
Choose only the sources where the signal usually shows up. For example, a competitor mention is most likely on calls and in emails, while a product bug is most likely in tickets.
Set how long the marker stays
Open Evaluation Window Settings to control timing.
- Initial analysis: By default, Odie only reads new activity that arrives after you activate the marker. To have Odie also read past conversations the first time it runs, contact your Odie team.
- Active duration: How long the marker stays after the latest evidence: 30, 60, or 90 days after latest evidence, or Until manually removed. The default is 30 days.
Each new piece of evidence restarts the clock. If no new evidence appears before the Active duration ends, the marker comes off on its own.
Screenshot needed: Evaluation Window Settings with Initial analysis and Active duration.
Write detection instructions
- Click Next to open Detection Instructions.
- In Detection instructions, describe the signal. Include the customer language, behaviors, or patterns that should apply the marker.
- Optionally, open Additional Context and add examples, edge cases, or phrases Odie should consider.
Good instructions say what counts and what doesn't. For example:
- Detection instructions: Apply when a customer says they are evaluating, trialing, or comparing another vendor, or asks how we compare to a competitor by name.
- Additional Context: Don't apply when our own team mentions a competitor, or when the customer mentions a vendor they use for something else, like their CRM.
AI Detection uses tokens from your organization's AI allowance each time Odie reads new evidence.
Screenshot needed: Detection Instructions step with Detection instructions and Additional Context filled in.
Choose how the marker looks
- On the Appearance step, check the Preview. It shows how the marker will look on accounts and in lists.
- Choose a Priority:
- Neutral or Info for context your team should know.
- Warning or High Risk for signals that need a response. High priority markers sort first on the account.
- Positive for good news, such as expansion interest.
- Choose an Icon.
- Click Create & Activate to start applying the marker, or Save Draft to finish later.
If you see Create Marker instead of Create & Activate, the marker saves as a draft. Contact your Odie team to activate it.
Screenshot needed: Appearance step with Preview, Priority, and Icon.
Example: Renewal Without Sponsor (Rule-based)
This marker flags upcoming renewals that don't have an executive sponsor on record.
| Setting | Value |
|---|---|
| Segment scope | Enterprise accounts |
| Filter 1 | Account: Renewal Window is Next 90 days |
| Filter 2 | Account: Executive Sponsor is empty |
| Logic | And |
| Priority | Warning |
Acme renews in 60 days and nobody is listed as its executive sponsor, so it gets Renewal Without Sponsor. When the account owner adds a sponsor, Acme no longer matches, and Odie removes the marker.
Example: Competitor Mentioned (AI Detection)
This marker flags accounts where a customer talks about another vendor.
| Setting | Value |
|---|---|
| Segments | All customers |
| Evidence to analyze | Calls, Emails |
| Active duration | 60 days after latest evidence |
| Priority | High Risk |
On a call on May 4, Globex's admin says they're piloting another tool. Odie applies Competitor Mentioned. If nobody at Globex mentions a competitor again, the marker comes off around July 3. If the admin brings it up again on June 10, the 60 days start over from June 10.
FAQs
Why isn't my AI Detection marker finding older conversations?
By default, Odie only reads activity that arrives after you activate the marker. Contact your Odie team if you need it to look back.
Why can't I click Next?
For a rule, every filter needs an object, field, operator, and value. For AI Detection, choose at least one Segment on Rules & Scope and enter Detection instructions on the next step.
Can I test an AI Detection marker before I save it?
Not yet. Start with a small Segment, then check which accounts get the marker on the Markers page.
Why did an AI Detection marker disappear from an account?
No new evidence appeared before the Active duration ended. Choose a longer Active duration, or Until manually removed, if the signal should stay longer.
Can I switch between Rule-based and AI Detection?
Yes. On Rules & Scope, open the Detection Type menu and choose the other type.
Do single-condition markers use AI tokens?
AI Detection markers do. Rule-based markers don't.