The Sense nudge library

A nudge is a short, actionable suggestion Sense puts in front of you when it matters — on the record you have open, above the list you are browsing, in your Sense Home feed, or on your phone. Each nudge has a headline, a detail line, a category, often a value at stake, and action buttons. Thirteen built-in nudge sources ship with xMatix, and this page is the reference for all of them: what each one checks, when it runs, what its buttons do and which numbers an administrator can change. Nudges are suggestions only. Nothing changes in your data until a user clicks an action button and confirms it.

Overview

Every built-in nudge follows the same three-part pattern:

• Fixed logic decides. Each source checks your data for one specific condition. Some use thresholds an administrator can tune. The same data always produces the same nudges, because no AI model decides what matters.
• Sense explains. Each nudge stores the evidence it was computed from: the numbers and records behind it. Click Why? and Sense walks you through that evidence in a conversation.
• A person makes changes. Buttons that change a record ask for confirmation first, then run under the signed-in user's own permissions, validations and business rules, the same as a manual edit. Buttons that open a screen or start a conversation change nothing.

Built-in sources are one of four kinds of nudge source. Your organization can add its own through a business rule with a Raise Nudge action, an AI agent, or an external system. The nudge administration page covers all four.

How xMatix handles it

A source runs in one of two ways:

• On save. The source runs shortly after a covered record is saved. If you save the same record several times in a row, the saves are combined into at most one calculation per record per minute.
• Hourly sweep. Once an hour, xMatix runs every scheduled source for your organization. A sweep source either summarises a whole list (a list nudge, such as total overdue receivables) or checks a limited batch of matching records one by one (a record nudge, such as one stale draft). Sources that watch for something going stale have to run on the sweep, because saving a record is exactly what makes it not stale.

Each time a source runs, xMatix compares the result with the nudges already stored:

• A new condition creates an Active nudge.
• A condition that still holds with the same inputs keeps its existing nudge unchanged.
• A condition that holds with changed inputs updates the nudge's wording and numbers.
• A condition that no longer holds marks the old nudge Superseded, and it disappears.

The built-in nudges

The percentages, counts and distances in this table are defaults. The Configuration section below lists the ones an administrator can change.

Overdue receivables

One list nudge for the whole Invoice list, for example "₹8,60,000 overdue across 3 accounts". It adds up Outstanding Amount on every invoice whose Due Date is before today. The detail line names the three customers with the most overdue, each with the age of their oldest overdue invoice, and says how many more customers there are. Buttons: View invoices opens the Invoice list, and Ask Sense AI opens a conversation about chasing the money.

Dormant regular customers

One list nudge on the Account list, for example "2 regular customers silent for 30+ days". A customer counts when they placed at least two orders in the last 120 days and none in the last 30. Up to five customers are included, those with the most orders first. Buttons: View accounts and Plan re-engagement, which opens a conversation.

Approved orders awaiting invoice

One list nudge on the Order list, for example "6 approved orders awaiting invoice — ₹1,20,000 to bill". It counts orders whose status is exactly Approved, whose document date is more than 48 hours ago and that no invoice refers to. It looks at up to 50 orders, oldest first. The button View orders opens the Order list.

The shipped order statuses are Draft, Fulfilment, Delivery, Invoicing and Cancelled, with no Approved value. This nudge therefore appears only when your organization's approval process or customization sets an order's status to Approved.

Stale draft document

A record nudge on an order, purchase order or service order whose status is Draft and which has not been modified for 24 hours, for example "This purchase order has been in draft for 3 days". The wording updates once a day. It has no action buttons: send the document for approval or update it, and the nudge goes away on the next sweep.

Scheme threshold gap

A record nudge for each trade scheme the document is close to, for example "Close to unlocking 'Monsoon volume offer'". It uses the same scheme engine that applies schemes when the document is saved, so the nudge and the scheme result always agree. Progress is measured against the scheme condition that is furthest from being met. The nudge appears once progress reaches 40% and stays until the document qualifies. The detail line states the shortfall, and the value shows the scheme's benefit when one is defined. See Trade schemes.

Alternate / refurbished item availability

A line nudge on an order or service order line whose item has less stock available than the line quantity, in the document's branch or with no branch, when an effective item alternate has stock. If more than one alternate has stock, the one with the most available is suggested. The headline names the shortage, for example "'Filter cartridge' is short (4 of 10) — alternate 'Filter cartridge XL' is available". It says "refurbished alternate" when the alternate's Alternate Type is Refurbished. The button Switch to alternate (or Switch to refurbished alternate) changes the line's item to the alternate after you confirm. For a refurbished part, the detail line reminds you to review pricing and warranty first.

Open service recommendations

A record nudge on a service order for each open service recommendation on the order's asset: one not yet accepted, rejected or utilized. It shows the five most recent by default. A service order with no asset gets none. The button Accept recommendation accepts it through the service order's own recommendation action, the same path as the recommendation panel on the service order.

Purchase order quantity check

A line nudge on a purchase order line that still has a pending quantity. It uses the item's item inventory attributes and the same stock-planning formula as auto-order:

• Projected cover = stock available + in transit + other pending purchase orders − pending requisitions − open sale orders. The line being checked is left out.
• Reorder point = Lead Time (In Days) × Average Consumption + Minimum Order Quantity.
• Needed quantity is zero when projected cover is above the reorder point. Otherwise it is Maximum Order Quantity minus projected cover.

A line ordering more than 25% over the needed quantity gets a "reduce" nudge, for example "Ordering 60 of 'Copper wire 2.5 mm' but only 40 is needed". When nothing is needed, the headline reads "Stock pipeline already covers … — this line may not be needed". A line more than 25% under gets an "increase" nudge: "… leaves it under its reorder point — 80 suggested". The buttons Reduce to suggested and Increase to suggested set the line quantity after you confirm. There is no button when the suggestion is zero. Items with no item inventory attributes for the order's branch and company are never checked.

Quote follow-up on accepted recommendation

A record nudge on a service recommendation that is accepted, not rejected, and has no quote or quote line, for example "Accepted recommendation 'Brake pads' has no quote yet". When the recommendation belongs to a service order, Generate quote runs that service order's quote generation. Open recommendation is always offered. The hourly sweep catches recommendations that were accepted and then forgotten.

Case SLA breach warning

Up to two record nudges on an open case, one for First Response Due and one for Resolution Due. Each appears when that milestone is not yet met and is due within the next 2 hours (warning) or has passed (breached). A breached milestone ranks above a warning. The headline changes from "… is close to its SLA deadline" to "… SLA breached on case …". Closed cases and stopped cases, whose SLA clock is paused, get none. Buttons: Open case, plus a conversation button, Help me respond or Help me recover this SLA.

Field pace gap

A record nudge for the rep on each visit plan in progress: one with an Actual Plan Start Date and no Actual Plan End Date. Pace is the value of today's orders on the plan's visits divided by the total Potential Score of the outlets on the plan. Below 30%, the rep sees, for example, "₹42,000 of today's potential still open". The nudge is refreshed hourly and expires after the day. If the rep has a manager with a user account, the manager also gets one team nudge ("Team: … still open") covering every rep who reports to them. Button: Open plan. An outlet with no Potential Score counts as zero, so a plan made up only of unscored outlets never raises this nudge. Scores are filled in by a nightly background job.

Missed high-potential outlet

A nudge for the rep, for example "Left Green Leaf Stores without a visit". It runs on each location update from the field app. It fires when the previous location was inside a not-yet-started stop's area (250 m by default) and the new one is between one and two times that distance away. Only stops on the rep's in-progress plans count, and a stop needs a location. It fires at most once per stop per day. Button: Open visit.

Focus product underperformance

For each active Focus Product, the share of each rep's completed visits today where the outlet ordered the focus item, or any item in its Item Group. The share is compared with the plan, which by default is Planned Placements divided by the number of routed outlets, or 50% when that cannot be worked out. A rep below plan with at least 3 completed visits sees, for example, "Monsoon pack placed in 1 of 4 visits". Managers get a team version. Buttons: Add to order, which suggests one unit of the item, and Open focus product.

Where nudges appear

Record panels and list strips show up to five nudges each, ranked by priority. Nudges aimed at one person, such as the field nudges, appear only to that person. Every other nudge is visible to every licensed user who can open the surface.

Urgent nudges also go to the notification bell and as a push notification. A nudge counts as urgent at priority 140 or higher. It is sent once when it first appears and again whenever its content changes. It goes to the person the nudge is for, or else to the owner of the record it is on. List nudges are never sent. Among the built-ins, this covers the scheme threshold gap, a case SLA that has breached, field pace and missed outlets, and a draft untouched for about ten days or more. Delivery follows your organization's notification channel setup.

Working with a nudge card

A nudge is always in one status: Active, Snoozed, Dismissed, Applied, Expired (past its valid-until time) or Superseded (the source no longer produces it, or replaced it). An Applied nudge does not come back while its inputs stay the same. Dismissed, expired and superseded nudges are deleted after 90 days.

Example

A buyer at a hardware distributor raises a purchase order for 60 coils of copper wire. The item has item inventory attributes for the branch: lead time 10 days, average consumption 2 a day, minimum order quantity 10 and maximum order quantity 70. The reorder point is 10 × 2 + 10 = 30. Stock and inbound supply, less committed demand, give a projected cover of 30, which is not above the reorder point. The needed quantity is therefore 70 − 30 = 40.

Within a minute of saving, the line shows "Ordering 60 of 'Copper wire 2.5 mm' but only 40 is needed", with a value of 20 units over-ordered. The buyer clicks Why?, and Sense shows the projected cover, reorder point and tolerance behind the numbers. The buyer clicks Reduce to suggested, confirms, and the line quantity becomes 40. The nudge is marked Applied and disappears. Saving the line again with 40 raises nothing, because 40 is inside the 25% tolerance.

Training

Practice exercise

In a sandbox with Sense AI nudges turned on and your user holding a Sense AI seat:

1. Create a purchase order with one line for an item that has item inventory attributes for your branch. Enter a quantity well above that item's Maximum Order Quantity.
2. Save, wait a minute and reopen the purchase order. Expected result: a "reduce" nudge on the line.
3. Click Why? and find the reorder point in the evidence.
4. Snooze the nudge for 1 day. Expected result: it leaves the record.
5. Create an order, leave it in Draft and do not touch it for a day. Expected result: after the next hourly sweep, the order shows a "has been in draft for 1 day" nudge.

Quick reference

• On-save sources react within about a minute; hourly sources within the hour.
• Stale drafts, overdue receivables, awaiting-invoice orders, dormant customers, pace and focus nudges come from the hourly sweep.
• Why? never changes data. It opens the evidence.
• Buttons that change a record always ask for confirmation and run under your own permissions.
• Dismiss lasts 7 days by default; snooze lasts 1 or 7 days.
• Applied nudges stay away until their numbers change.
• Field nudges reach only the rep, or the rep's manager for team nudges.

Permissions

There is no separate permission per nudge. A user sees nudges when your organization has Sense AI and Enable Sense AI nudges switched on and the user holds a Sense AI seat — see Licensing. Nudge buttons that change a record need the same rights as making that change by hand. If you lack them, the action fails with a "Couldn't complete" message and the nudge stays. Configuring sources needs the AI Studio agents capability. See nudge administration.

Configuration

Administrators tune built-in sources in Setup → Sense AI Studio → Configuration → Nudges. Each source has Enabled, a dismissal cooldown, a maximum per view and an entity restriction. Built-in sources also have Threshold overrides (JSON), which take these keys:

The other sources — overdue receivables, dormant customers, awaiting invoice, stale draft, alternate items and quote follow-up — have no threshold keys. Their windows are fixed. A missing or unreadable value falls back to the default. Changes apply from the next calculation, not to nudges already showing.

Common questions

Do nudges ever change data on their own?

No. Sources only write suggestions. A record changes only when a user clicks a button such as Switch to alternate or Reduce to suggested and confirms the dialog. The change then runs under that user's permissions, with the same validations, business rules and audit trail as a manual edit. Why?, snooze, dismiss and buttons that open a screen or conversation change nothing. The governance model is in How Sense AI is governed.

A nudge I dismissed came back — why?

Dismissing hides a nudge for the source's cooldown window, seven days unless your administrator changed it. If the condition still holds afterwards, the next calculation brings it back. A field pace nudge is raised as a new nudge each hour, and missed-outlet and focus nudges each day, so dismissing one does not silence the next. If a source is too chatty, ask your administrator to raise its cooldown or thresholds, or to switch it off.

Why don't I see the overdue receivables nudge on an invoice?

It is a list nudge. It summarises every overdue invoice into one card on the Invoice list and in Sense Home rather than appearing on each invoice. Dormant customers and awaiting-invoice orders work the same way on the Account and Order lists. Record nudges, such as stale drafts, scheme gaps and SLA warnings, appear on the record itself.

Why does a nudge on my phone have fewer buttons than on the web?

The field app never changes records from a nudge card. It shows only the buttons that open a screen or a Sense conversation, plus Why, Not today and dismiss. To use a button that changes a record, such as switching to an alternate item or accepting a recommendation, open the same record on the web.

Can our organization add its own nudges?

Yes, in three ways: a business rule with a Raise Nudge action, an AI agent that publishes nudges, or an external system posting nudges through the API. They all appear in the same inventory with the same on/off, cooldown and cap controls. See nudge administration.

Related topics

• Nudge administration
• Sense Home
• Asking Sense about your data
• How Sense AI is governed
• Trade schemes
• Item alternates
• Service recommendations
• Cases
• Visit plans