Engage

Engage is the ArcGlass deals workspace. It rebuilds every open deal from what the buyer and your team actually said in meetings and email: where the buyer stands, what changed since you last looked, who's involved, what each side has committed to, what's still unknown, and the best next move. Every statement opens to the quote behind it. A deal starts with a real meeting, arrives with everything outreach learned, and goes back to outreach in one click if it goes quiet. Your CRM shows where the rep says a deal is; Engage shows where the buyer says it is.

Key facts

• What it is: a working list of your open revenue opportunities (new business, expansion and renewal), each rebuilt from your conversations with the account.
• Five questions for every deal: where is it really, what changed, what's helping or blocking it, what don't we know yet, and what should someone do next.
• Built from: the meetings and email threads ArcGlass analyzes, your calendar, meetings booked through Pursuits, and your CRM when it's connected. It sits on top of the CRM and call recorder you already have.
• Who it's for: account executives, founders who sell, and the CEOs, CROs and sales leaders who review deals every week.
• Evidence on everything: every fact keeps its quote, who said it, the conversation and the date. Anything nobody has said yet shows as Not yet heard, never a guess.
• Reasons, not a score: a deal that needs attention says why. Deal health is four plain dimensions, not a number out of 100.
• Rules choose, AI words it: the next move is picked by fixed rules over quoted facts. AI only phrases it.
• One journey with outreach: a booked meeting opens the deal with everything Pursuits learned, and a quiet deal goes back to outreach in one click.
• Where: in the console's left navigation, under This is us → Engage.

Not a sales engagement tool, and not a CRM pipeline

"Sales engagement" usually means an email sequencing tool. ArcGlass Engage isn't one: it doesn't run sequences or send email on its own. Outreach to new accounts lives in Pursuits, where a person reviews every email before it goes out. Engage isn't a CRM pipeline or a pile of call summaries either. It reads the conversations around each deal and reports what the buyer said, what changed, and where attention can change the outcome.

Questions it answers

• Where does the buyer actually stand, and what did they say that shows it?
• What changed while I was away?
• Who matters on the buyer's side, and has the economic buyer engaged?
• What's blocking the deal?
• What does the buyer owe us, and what do we owe the buyer?
• What important thing do we still not know?
• What does our CRM have wrong?
• Which deals need someone this week, and what should they do?
• How did this account get here: what did outreach say, and which reply got the meeting?

Engage is built so that a sales leader back from a week away can answer these for any open deal in under a minute.

How Engage reads a deal

Engage reads every deal in four layers. Most conversation intelligence stops at what's known and what it might mean. Engage is built around the other two: what changed, and what to do about it.

How it works

1. Reads every conversation with the account. Each meeting and email thread ArcGlass analyzes is read for deal facts and for its motion (new business, expansion or renewal), so it lands on the right deal.
2. Keeps every fact with its receipt: the value, the quote, which side said it (the buyer or your team), the conversation and the date. A fact without a quote is never kept.
3. Builds the deal across conversations. The latest value shows, every earlier value is kept, and a contradiction is flagged rather than quietly overwritten.
4. Works out what changed by comparing the deal now with the deal before.
5. Checks what needs attention against your own history: how long your deals usually spend in each stage, and how quickly this buyer usually replies. No industry benchmarks.
6. Picks the next move with fixed rules, and gives it to the deal owner as a task.
7. Compares with your CRM when it's connected, and flags where the CRM and the buyer disagree.
8. Sweeps every night, so deals age, go quiet and raise warnings even when no new meeting happens. A deal's stage still moves only on evidence.

Where deals come from

A deal comes from one of three places:

• A meeting booked through outreach. When a meeting is booked with an account in Pursuits, a new deal opens at Discovery, or an existing one reopens and keeps the stage it had reached. See From outreach to deal.
• A meeting with a prospect or customer. The first meeting opens the deal. Every later meeting and email thread lands on the deal for its motion: new business, expansion or renewal. Only companies typed as a prospect or customer get deals from their conversations; partners, vendors and investors don't.
• New deal. Pick a company, a motion, a stage and an owner.

Importing a target list creates pursuits, not deals. A deal starts at the meeting, so Engage lists real conversations and its funnel counts stay clean. An account can carry more than one deal at a time, such as an expansion and a renewal: accounts describe relationships, and deals describe commercial decisions.

One journey per account

Every account sits at one stage of one journey. Pursuits owns the stages before the first meeting, Engage owns the stages after it, and quiet or lost deals flow back to Pursuits.

Engage and Pursuits show the same funnel bar, with counts for Preparing, Pursuing, Replied, Meeting set, In deal and Won. Pursuits highlights the left half and Engage the right, and each segment works as a filter. Every deal row carries the account's journey chip; hover it to see what it means.

The Engage page

The page's promise: "Where the buyer actually stands — and where attention changes the outcome."

Engage has three tabs, Workspace, Changes and Patterns, and a badge that names its mode: Evidence-only, built from your conversations, or CRM-linked, with your CRM shown alongside. It works at three depths:

Focus

The Workspace tab opens on Focus: the three to five deals that most need someone this week, not pipeline statistics. Each card shows:

• the company, the deal and its value: "Acme · Enterprise rollout · $120K"
• What changed: "Decision moved Oct 15 → Nov 30 after the CFO review."
• Why it needs attention: "Momentum declined in the last two meetings. No economic buyer. Champion hasn't replied in 11 days."
• Recommended move: "Get the CFO into Thursday's meeting before discussing final pricing."
• Prepare meeting, Draft follow-up, Assign and Snooze.

A card never leads with a bare "Risk: High". Risk decides whether a deal makes Focus; the card shows the reason.

The deals table

Below Focus is every open deal, one row each. Rows describe where the deal stands, not database fields:

What changed is the column to read first: a new economic buyer, a price objection, a slipped timeline, a champion gone quiet, legal getting involved, a verbal yes, a competitor entering, an overdue buyer commitment, or "No meaningful change for 24 days".

Filters

• All, Mine or My Team. My Team is you and the people who report to you in your Staff hierarchy.
• Motion: New business (the default), Expansion, Renewal or All.
• Stage, owner, company list and search. A company list lets a target list you imported read end to end, from first touch to won.
• Attention filters: Needs action, Changed this week, No next step, Buyer silent, Timeline slipped, Single-threaded, Economic buyer missing, Unresolved objection, Competitor active, CRM disagreement, No meeting booked, and Closing soon with gaps.
• The funnel bar: click a segment to show only those accounts.

The deal drawer

Click a Focus card or a table row to open the deal's drawer. It opens on the deal brief, written from the deal's facts:

• Current reality: "Acme is evaluating a 200-user rollout. The buyer confirmed a November decision target, but the purchase still needs CFO approval and a security review. The CRM lists it as Negotiation."
• What changed, each dated: "3 days ago, CFO approval became required. 8 days ago, the decision moved from Oct 15 to Nov 30. 12 days ago, Competitor X was first described as the incumbent."
• What needs attention: "Economic buyer missing. Momentum weakening. Next step at risk: the security questionnaire promised for Friday hasn't arrived."
• Best next move: "Get the CFO into the next meeting, and resolve security before another pricing conversation."
• Prepare next meeting, Draft follow-up, Create task, Ask owner and Open full deal.

Draft follow-up writes a follow-up from the last conversation and what's still open, for you to edit and send. Ask owner asks the deal owner to confirm something, such as a CRM value. From the drawer you can also change the deal's motion, stage, status and owner, set its attention yourself, and snooze a warning.

The full deal

Open full deal is where you investigate a deal. Besides the sections below, it holds:

• Deal story: how it started, where it is now, what changed and what has to happen next, in a few sentences. A three-month deal reads in 20 seconds.
• Buyer progression timeline: each meeting and meaningful email in order, with the facts it established (pain confirmed, champion identified, scope, objections, decision-date moves, competitors) and whether momentum rose or fell. It isn't an activity feed: what changed between conversations is what stands out.
• How we got here: for a deal that came through Pursuits, the research highlights, every touch, and the reply that got the meeting.
• What they've heard from us: the messages this account heard, from Messaging, and how the buyer reacted to each, so pushback on a message sits next to the deal.
• History: everything that's happened on the deal, newest first.

Buyer truth vs CRM truth

When your CRM is connected, the CRM's stage, close date, amount, decision maker and next step sit next to what the buyer said about each. ArcGlass then gives its reading, for example: "The CRM appears ahead of the buyer: the last three conversations contain evaluation activity, no commercial commitment, and no economic-buyer participation." Choose Suggest CRM update, Keep CRM value or Ask owner to confirm. An update reaches the CRM only when a person accepts it.

Buying committee

A decision network, not a contact list. For each person: their role (champion, economic buyer, decision maker, evaluator, procurement, legal, blocker or user), their stance (positive, neutral or negative), when they last engaged, how many meetings they've joined, what they care about, what they've committed to, and why they matter.

• Gaps are named outright, such as "Decision gap: no direct economic-buyer engagement."
• Engaged and Referenced are kept apart. A buyer saying "our CFO" is evidence about the CFO, but it never looks as if the CFO was on the call.
• People found by outreach show as From pursuit until a meeting confirms or replaces them.

Mutual commitments

What each side has committed to: who, what, when it's due, and its state (done, open, overdue or waiting). Reciprocity says more than last activity: "We completed 4 commitments in three weeks; the buyer completed 0 of 3."

Decision path

The decision path turns MEDDICC into one question: what still has to become true? Each element (metrics, economic buyer, decision criteria, decision process, identify pain, champion and competition) shows as Known, Partial or Missing, with what was said. Below it, Questions worth asking next, such as "How will the CFO decide whether this is worth funding?", turn qualification into a plan for the next conversation.

Commercial evolution

How the numbers moved, not just where they are now: "200 seats discussed → $150K quoted → buyer says 'closer to $100K' → $120K configuration", summed up as "$120K discussed · not committed". The same history is kept for the close date, seat count, contract term, scope, go-live date, budget cycle and procurement timing. The movement often says more than the current value.

Value shows the price the buyer was quoted where there is one, the CRM amount (labeled as the CRM's) when your CRM is linked, and Not yet quoted otherwise. Quoted and estimated values are never mixed without saying so.

Objections and competition

Each objection is tracked as a lifecycle: the topic, when it was raised and by whom, when your team responded, and whether it's still unresolved, with the quote. Each competitor shows when it was first mentioned, where it stands now (for example, the incumbent), the buyer's view of it, and why. Never just "Competitor X mentioned."

Deal facts and evidence

Most of what Engage shows comes from deal facts, read from each conversation with the account: the stage, win and loss signals, objections, competitors, executive engagement, the people with their roles and stances, commitments on both sides, decision criteria and process, success metrics, dates (decision, go-live, contract end, budget cycle), quoted price and units, and each MEDDICC element.

• Every fact has a receipt. It records which side said it and keeps the quote. A fact with no quote is never kept.
• People outrank the model. People set a deal's stage, status, owner and next move. When a later conversation disagrees with something a person set, the deal flags the disagreement instead of overwriting it.
• One evidence panel everywhere. Every important statement has a small evidence link that opens the same panel: who said it and on which side, the conversation, the date and the quote, with Open meeting, View surrounding transcript, Copy quote, Add note and Dispute.

Attention: reasons, not a score

Every deal has one of three attention levels, used only to sort:

• On track: no open warnings.
• Watch: one open warning.
• Needs action: two or more, or the deal moved backward, or it went quiet late in the process.

Each level shows the warnings behind it, and each warning opens to its evidence. When you know better, set the level yourself ("this deal is fine, I know what's going on"); it applies to that deal only. You can snooze a single warning for 7, 14 or 30 days.

Four dimensions instead of a health score

Instead of "73/100", every deal shows four things a person can check:

• Buyer movement: is the buyer moving forward or weakening? For example, "Declining".
• Relationship coverage: are enough of the right people engaged? For example, "Single-threaded".
• Decision readiness: what still has to become true? For example, "3 important gaps".
• Mutual execution: is each side doing what it said? For example, "Buyer commitment overdue".

What counts as a change

Changes are worked out from the deal's facts and history, in date order:

• The decision date moved, the scope grew or shrank, or the price changed.
• A new stakeholder appeared, someone's role changed, or the champion weakened.
• The economic buyer was identified, or engaged.
• An objection was raised or resolved, or a competitor entered or left.
• The buyer made a commitment, or missed one.
• The stage advanced or moved back, or momentum declined.
• The buyer has been silent longer than this buyer usually is.
• The CRM started disagreeing with the buyer.
• Outreach moved the account: "Meeting set via Pursuit", "Re-engaged through outreach" or "Set to revisit later".

What the CRM can't tell you

Because Engage reads the conversations themselves, it notices things no CRM field holds:

The next move

Engage picks each deal's next move by going down a fixed list and taking the first that fits. The rules decide; AI only writes the wording. Every move cites the facts behind it.

1. The buyer owes something and it's overdue: draft a follow-up about it.
2. The decision maker is missing late in the deal: ask for an introduction.
3. An objection is still open: put it at the top of the next meeting's prep.
4. The timeline slipped: confirm the decision path, and suggest a new close date for the CRM.
5. The CRM disagrees with the buyer: suggest a correction.
6. A meeting is booked: build the prep around the three most important open issues.
7. No meeting is booked and the buyer has gone quiet: draft a follow-up.
8. The deal is weakening, and in your own deals bringing in an executive went with progress: suggest it, with the number of deals that's based on. This one appears only once your history has enough deals to say so.

You can replace any suggestion with your own move.

Every move is tracked. A move has a type (follow-up, meeting prep, executive help, qualification, CRM update or objection), a headline, its reason and evidence, an owner, a suggested due date and a priority. It stays open until someone accepts it, does it or dismisses it, and Engage records what changed on the deal afterwards. Over time that shows what Engage recommended, whether someone acted, and what happened next.

Deal work in Today

Every deal move that needs a person is one task for the deal owner, in the same daily queue as outreach and follow-ups:

• Prepare: meetings in the next 24 hours, and deal moves due today on deals that need attention, sit near the top of Today and in the 7am daily brief.
• Commitments become tasks. "We'll send the SOW Friday" in a meeting becomes a task with that date.
• AI task curation never hides, merges or retires a deal move while it's open.
• Both directions stay in step. Finishing a deal's task in Today or Tasks clears the move and refreshes the brief. Dismissing it dismisses the move, snoozing it moves the due date, and reassigning it changes the owner.

From outreach to deal

A meeting counts as booked for an account in outreach when:

• a calendar invite appears with one of the pursuit's contacts or the account's domains;
• a call or LinkedIn step is logged as Meeting booked; or
• a reply confirms a time.

Then, with no clicks:

1. The pursuit ends as Meeting booked, and its open steps close.
2. A new deal opens at Discovery, or an existing one reopens and keeps the stage it had reached, with the meeting as its next meeting. A deal with no owner takes the pursuit's.
3. The deal owner is notified and gets a prep task.
4. "Meeting set via Pursuit" appears in the deal's What changed and on both timelines.

The handoff is automatic because it's the most important moment in the journey, and it's reversible: Undo stays available for 7 days. Calendar detection only fires for an account with an active pursuit, and only when an attendee matches one of its contacts or domains.

The prep task carries the research highlights, the buying committee, every touch, the reply that got the meeting, and up to two messages worth saying: tracked messages that Messaging says to push, with a talk track, that this account hasn't heard yet.

After the meeting, Engage does what it does for every deal: facts from the conversation, the next move, and commitments as tasks.

When a deal goes quiet

A deal that has gone quiet shows This one went quiet and a Re-engage button. It's offered only on quiet deals, so nobody starts cold outreach in the middle of a live conversation. One click starts a short pursuit that already knows the account:

• the buying group and earlier contacts, each saying where it came from;
• an objective drafted from where the deal stood: the open objection, the last stage, and who went quiet;
• refreshed research; and
• a shorter plan: 6 touches over 14 days by default.

Nothing sends without you: a person reviews every email. A deal in the funnel keeps its stage while outreach runs, and a booked meeting, or a positive reply once you've answered it, hands it back to Engage at the stage it left. Moving the deal back to open yourself ends the outreach, so nobody keeps emailing a buyer from a plan no one is watching.

Won, lost and what comes next

Marking a deal Won or Lost asks for a reason from a short list, plus an optional note. These reasons are the outcomes Patterns learns from.

• Lost: the dialog also asks when to revisit: in 3, 6 or 12 months, or never. The account rests in Nurture until then. On the date, ArcGlass starts a new pursuit for it, researched again, with the lost reason in context.
• Won: about 60 days after a win, the deal owner gets one suggestion of where to expand: another team at the same company, its subsidiaries, or other companies under the same parent. Start expansion opens a pursuit with the won deal's context, and its first meeting opens an expansion deal.

A long silence never closes a deal. A deal with no activity for a long time goes dormant, and the next buyer interaction revives it. Only a person, your CRM, or an explicit won or lost statement in a conversation marks a deal won or lost.

The Changes tab

What moved across your deals, for the weekly review:

• Sections: Advanced, Moved backward, Newly at risk, Recovered, Timeline slipped, New executive involvement, Went quiet, Won and Lost.
• Each entry says what changed, why, which evidence changed ArcGlass's view, and whether someone needs to act.
• The week as a waterfall: open deals at the start, new, revived, gone dormant, won, lost, and open at the end, plus how many advanced or moved backward.
• Grouped by stage or company list, never by person. Every number opens to its deals.

The Patterns tab

Once enough deals have been won and lost, Patterns shows what your own history says: where deals stall, why deals fail to advance from Demo, which objections come before losses, which roles appear earlier in wins, how long each stage takes, which behaviors go with advancement, and which competitors show up in wins and in losses. Each pattern shows how many deals it's based on.

Where Engage shows up elsewhere

• The account page: the deal, the outreach, the journey stage, one status and one merged history for the company.
• Company Brain: each account's status takes in its deals' warnings, and the worse signal wins.
• Messaging: deals that heard a message are compared with deals that didn't, as two counts and never as a cause.

How it stays current

• As each conversation is analyzed: deal facts are read, and the deal's stage, changes, attention and next move update. Commitments become tasks.
• When a meeting is booked: the account moves to Engage on its own, and the owner is notified.
• Every night: deals age, go quiet or dormant, and raise warnings without a new meeting.
• With a CRM linked: the CRM's stage, amount, close date and owner are read in, and where they disagree with the buyer, that becomes a warning.

Who can do what

• Anyone who can read conversations in your workspace can open Engage. It's a workspace-wide view: every deal and its evidence is visible to them.
• Members, Managers and Organization Owners can create and edit deals, set owners, stages and next moves, add tasks, snooze warnings, mark deals won or lost, and undo a handoff.

When something isn't connected

Engage works with what you have, and leaves out what it can't see rather than guessing:

• No CRM: Evidence-only mode. There's no CRM column, no Buyer truth vs CRM truth and no stage mismatch warning.
• No calendar: Engage can't see upcoming meetings, so a booked meeting reaches Engage through a logged call or a reply rather than the invite.
• No email: deals are built from meetings alone.

What it doesn't do

• No health score or win probability. Engage shows reasons and four dimensions, not a number.
• It doesn't replace your CRM, and never writes to it on its own. A CRM update is a suggestion a person accepts.
• It doesn't overrule people. A stage, status or owner a person set stays; evidence that disagrees is flagged.
• It doesn't send email on its own. Outreach runs through Pursuits, where a person reviews every email.
• It doesn't close deals on silence. A quiet deal goes dormant, never lost.
• It doesn't guess. Anything nobody has said yet shows as Not yet heard.

Frequently asked questions

Glossary

• Deal: one revenue opportunity at an account: new business, expansion or renewal.
• Motion: whether a deal is new business, expansion or renewal.
• Stage: where the buyer is: Discovery, Demo, Technical or Proof of value. Earlier stages exist for deals your team tracks by hand.
• Journey: where an account is across Pursuits and Engage, from Preparing to Won.
• Deal facts: dated, quoted facts read from conversations, such as people and roles, commitments, dates, price, objections and MEDDICC.
• Deal brief: the drawer's opening summary: current reality, what changed, what needs attention and the best next move.
• Attention: On track, Watch or Needs action, from the deal's open warnings.
• Warning: an evidence-backed reason a deal needs attention, such as Single-threaded.
• Best next move: the suggested next action for a deal, chosen by fixed rules, or your own.
• Engaged and Referenced: people who took part in a conversation, and people who were only mentioned.
• Mutual commitments: what the buyer and your team have each committed to, and their state.
• Evidence-only and CRM-linked: Engage's two modes, without a CRM and with one.
• Dormant: a deal with no activity for a long time. The next buyer interaction revives it.
• Re-engage: restarting outreach on a quiet deal; a deal in the funnel keeps its stage.
• Nurture: an account resting until a revisit date.

Related

• Pursuits: outreach to target accounts, which hands booked meetings to Engage.
• Messaging: what your company says, and what buyers do when they hear it.
• Tasks: where a deal's moves and follow-ups live.
• Conversation types: each call read against its playbook.