Account Management

Accounts are the central object in Breadbox. Every client company, prospect, and managed entity lives here — with contracts, contacts, churn risk, and all activity attached.

What an account represents

An account is an organization — a company that is either a current MSP client, a prospect you're pursuing, or an account in some other stage of the relationship. Unlike generic CRMs that call these “companies,” Breadbox uses “account” to reflect how MSPs actually talk about their client base.

All MRR, contracts, deals, churn risk, QBRs, touchpoints, assessments, compliance items, devices, and onboarding projects belong to an account. The account is the hub.

Creating an account

Click New Account from the Accounts list or the+ button in the header. Required fields:

• Company name
• Lifecycle status (defaults to PROSPECT)

All other fields are optional but contribute to churn risk, ICP scoring, compliance auto-population, and report accuracy. The more you fill in, the more useful the platform becomes.

Account fields explained

The account detail workspace

The account detail page is a two-column workspace. The tab layout that used to live here (Overview / Contacts / Contracts / Health / QBRs / Touchpoints / Pipeline / Activity plus a More dropdown with 9 more) is gone. The new structure was designed to answer the two questions AMs actually have: “what's going on?” (the activity feed on the left) and “what's the current state?” (the sticky sidebar on the right).

Left column — Activity feed

Right column — Sticky sidebar (patient chart)

Five cards give you at-a-glance vital signs — always visible while you scroll:

“More” list — Deep-view slide-overs

Rarer views are one click away via the sidebar's More list — each opens a focused side panel instead of navigating to a new tab:

Activity timeline

The Activity tab gives you a single chronological feed of everything that has happened on this account — no need to jump between tabs to piece together what occurred and when.

Events are grouped by recency (Today, This Week, This Month, etc.) and each event type has a distinct icon and color so you can scan the feed quickly:

• Touchpoints (calls, emails, meetings, site visits) — colored by type
• Churn-risk changes — colored dot shows GREEN / YELLOW / RED; click to expand signal breakdown
• Playbook progress — step completed, enrollment started/finished
• Notes — pinned and unpinned, with author + relative timestamp
• Field edits — which field changed, from what value to what value

Use the filter bar to narrow the feed to a specific event type, and the date range selector to focus on a specific window (last 30 days, last 90 days, last year, or all time). Scroll to the bottom and click Load more to see older events.

Mine vs. All scope toggle

A pill toggle (My accounts / All) at the far left of the filter bar scopes the list to the accounts you own. Defaults by role:

• Admins and owners default to All — they oversee the full book.
• Everyone else (Account Managers, Sales, etc.) defaults to Mine — their personal book of business.
• Your choice persists per list in localStorage, so switching to Mine once makes it stick.
• If Mine returns zero results, the empty state offers a one-click 'View all accounts →' fallback.

The same toggle pattern appears on Contacts, Pipeline, Prospecting, Playbooks, and Tasks.

Searching and filtering accounts

The accounts list offers multiple ways to find what you need:

• Search bar — type to search by account name
• Quick filters — lifecycle status, churn risk level, SLA tier, account manager, industry (dropdown selectors in the toolbar)
• Advanced Filter Builder — click the Filters button to build complex AND/OR filter conditions on any field (name, MRR, employee count, dates, tags, and more)
• Custom field filters — filter by any custom fields with the "Show in filters" flag enabled
• Saved views — save any combination of filters as a named view you can restore with one click
• Global search (Cmd/Ctrl+K) — fuzzy search across account names, industry, tags, and notes

See Advanced Filtering for full documentation on the filter builder.

Column management

The accounts list supports custom field columns. Any custom fields with the “Show in list” flag enabled appear as additional columns. Use the column visibility toggle (columns button in the toolbar) to show or hide columns. Your column preferences are saved locally.

Email and @mentions

You can send emails directly from Breadbox to any contact with an email address. On the account's Contacts tab, click the email icon next to a contact to open the email compose modal. Emails are sent via Resend and automatically logged as a touchpoint (type: Email, direction: Outbound) on the account.

Use @mentions in the notes field of accounts, deals, QBRs, touchpoints, and contracts. Type @ to see a dropdown of your team members. Mentioned users receive an in-app notification with a link to the record. This is a great way to loop someone in without leaving the platform.

Follow-up scheduling

From the account detail header, click Follow Up to schedule a follow-up task. Pick a date from the quick options (Tomorrow, Next Week, In 2 Weeks, Next Month) or choose a custom date. This creates a task assigned to you with the account linked, visible in yourMy Tasks view.

Bulk actions

Select multiple accounts using the checkboxes in the list view. A floating action bar appears with these options:

• Bulk assign Account Manager — reassign selected accounts to a different AM
• Bulk update lifecycle status
• Bulk add tags
• Bulk export to CSV

Account lifecycle transitions

Lifecycle status can be changed manually at any time or triggered automatically by events. The standard flow is:

Automatic transitions:

• Deal moves to Closed Won → account transitions to WON (then ONBOARDING)
• Health score drops below threshold → account can auto-transition to AT_RISK
• Onboarding project reaches LIVE status → account transitions to ACTIVE
• Workflow rule fires on CHURNED condition → account transitions to CHURNED

Bulk importing accounts

Use the Import CSV button on the Accounts list page to bring in accounts in bulk. The 5-step wizard guides you through uploading, column mapping, previewing, and importing.

Supported columns: name (required), lifecycle_status, industry, website, phone, city, state, employee_count, sla_tier (BRONZE/SILVER/GOLD), current_mrr, notes, tags (comma-separated).