Account Insights – natively embedded in your CRM

 1. Introduction

ZoomInfo InboxAI (formerly Komiko’s) Account Insights provides the most effective and concise way to get information regarding an account. Same also exists for opportunities.

Since ZoomInfo InboxAI is based on monitoring all customer facing people, the account insights will automatically provide a complete 360 degrees overview of all people engaged both from your side as well as the account side.  It can include sales, service and customer success people but also people in consulting, delivery, accounting and any other department that engages with customers and prospects.

You’ll be able to easily find any email, meeting, document and phone call that was exchanged with the account by anyone on your team.

All information in one place, done automatically with no manual effort. Available 24 hours after ZoomInfo InboxAI started synchronizing your mailboxes.

It works for both Classic and Lightning Salesforce UI.

2. Engagement graph and timeline

This engagement graph allows you to quickly understand who is who in this account. The left hand side lists all people from your company that are engaged with the account. The right hand side of the graph shows the people from the accounts. The size of the bar indicates the strengths of the engagement.

The right pane includes a complete timeline of all activities (emails, meetings, attachments, phone calls, customer service cases, Salesforce tasks) that have been exchanged with the account.

Advantages over the CRM approach for storing activities

  1. Automatic access control – The timeline is secured by default. You don’t need to setup anything for it. Anyone can only see emails, meetings and documents that they were the sender or one of the recipients. It is obviously possible to allow access to this information for other people at the company e.g. manager can see their team members, etc.
  2. No consumption of expensive CRM storage space – you can skip posting emails or just documents into CRM and save storage space.
  3. Easier to use – You can easily find any email or document by narrowing it down to the sender or the recipient, the type of activity i.e. email, meeting document and even use full text search across all these objects. ZoomInfo InboxAI allows you to view documents in line, without downloading them or navigating to a new screen or browser tab.

In line help

Clicking on the ? at the bottom right corner of the engagement graph will take you into the following wizard help.

Expand collapse the interaction chart and the timeline views

In some cases you’d need more space for the timeline. ZoomInfo InboxAI allows you to easily expand the timeline by clicking the green arrow in the center of the screen. You can obviously expand it back by clicking again.

2. Exploring the engagement graph

When you are interested to learn more about the engagement dynamics, with your account, you can use few more features:

2.1 Slice by time

The engagement graph can be viewed along 4 time periods: (1) Week – last 7 days, (2) Month – Last 30 days (3) Quarter – last 90 days (4) year – last 365 days.

2.2. Slice by person

Click on one of the names on either side and it’ll show you who is this person engaging with and how strong is their connection. You can also see who is this person not engaged with. In this example we checked who is Nancy engaged with. We noticed that she is engaged with Tammy, Norman and Ruth, and she is not engaged with Ezra. The timeline is dynamically filtered by the person that was selected, so you can view the emails, meetings, documents and phone calls that she had with Tammy, Norman and Ruth.

2.3 Learn more about your contacts – view their LinkedIn Profile

To learn more about each of your contacts and in some cases your team members, you can click on the LinkedIn icon to navigate to LinkedIn and view the profile info.


Here is the LinkedIn info for Tammy Moore.


2.4 Slice by people attributes e.g. job title, location

When there are many people engaged in both side, ZoomInfo InboxAI allows you to filter the list by different parameters. Here are the parameters that are provided by default. It is also possible to add custom fields into the filter definition.

Our team – allows you to filter out (a) non Salesforce users, (b) pick certain user roles and (c) time zones. As an example, you’d like to find out who from the account side is connected to the senior people in your company that are based in the west coast. You’ll pick the job titles of the senior team and the west coast time zone and you’ll get the relevant engagement graph.

Account contacts – in a similar way you can also filter the list of contacts by three standard options: (a) Engaged with us – this is very useful to filter out people that have never sent an email/replied to us. SDR campaigns may touch many people in the account. Using this filter allows to filter out those that never replied. (b) Job title (c) State/Province. Here is an example. You are looking for senior executives at the account side that are engaged with your company. Choose the CEO and other C level executives and you can immediately see who are they connected to. And the timeline at the right pane will show you the emails, meetings, attachments and phone calls that they had exchanged with your team.

2.4 Hover to learn more

When you mouse hover each person in the engagement chart, you’ll see more details like full name, job title.

3. Exploring the timeline

The timeline provides you with the following additional features:

3.1. Access control that ensures privacy

By default, you’ll be able to view emails, meetings and documents that have been passed through your mailbox. In other words, you were the sender or one of the recipients. It is possible to allow access to this information for other groups of people at the company e.g. manager can see their team members, etc.

3.2. Filter the timeline and view document

To find a specific email, meeting, document you can use the following. Filter a person that you remember was on the email exchange. It could be a person from either your side or the account side. You can then filter by the type of information you are looking for. It could be either an email, document, meeting or Salesforce task. And then you can also view the content of it in-line without navigating to another screen. In this case, the user is looking for a document sent to Tammy. So they click on Tammy’s name, then filtered by documents and the last step they clicked on the document to view it in-line or to download it.

Clicking on the document will show it inline.

3.3. Full text search

ZoomInfo InboxAI indexes every email, document, meeting and Salesforce task using Elastic search. So everything is searchable. ZoomInfo InboxAI will search across email body, document content and any other piece of information. As you know, the standard CRM search is not going beyond the main objects e.g. account or contact info.

In this example the term Quote was searched and found on two email subject lines as well as the email body. The searched text is highlighted.

4. Additional account insights

In addition to the engagement graph and the timeline, you can also click on the chart icon at the bottom right of the engagement graph to get some additional insights including:

Activity history trend vs peer groups

The history trend is compared to peer group. You can slice it by time: Week – last 7 days, Month – last 30 days; Quarter – last 90 days and Year – last 365 days.

Activity types

You can slice it by time: Week – last 7 days, Month – last 30 days; Quarter – last 90 days and Year – last 365 days. You can also click on the legend and turn on and off any of the parameters, so you can see only meetings and inbound activity, etc.

People activity

Provides you with the number of people from your side as well as from the account side, along the time. It allows you to identify engagement trends. Also for this one you can slice it by different time period.


Shows the different companies that were involved with this account. It will typically include your company, the account and any other third party company.

To check out the way that ZoomInfo InboxAI can also help you take action read here.

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