The renewal risk queue has been rebuilt around urgency. Accounts are now sorted by days remaining until lapse, with owner assignment, last contact date, and the primary risk signal visible without opening the account record.
The previous queue sorted by account creation date, which meant urgent accounts near lapse were often buried behind accounts that had been in the system longer but were not at immediate risk. Operators had to manually scan for the most time-sensitive cases.
The redesigned queue places accounts expiring soonest at the top and keeps them there until actioned. Inline owner assignment means the first person to review an account can claim it without a separate workflow step, eliminating duplicate outreach when multiple operators review the same queue.
We also added a snooze action for accounts where an agreement to renew has been reached verbally but the transaction hasn't completed yet. Snoozed accounts leave the queue for a configurable period and return automatically if the renewal hasn't processed by the snooze deadline.
What changed
- Queue sorted by days-to-lapse so urgency is always visible at a glance
- Inline owner assignment to prevent duplicate outreach
- Last contact date and primary risk signal visible without opening the record
- Snooze action with configurable deadline for in-progress renewal conversations