Wealth · Meeting preparation
RelayWealth managementClient meeting briefs for relationship managers, prepared by a Relay
Relationship managers walk into client meetings with whatever they found in ten minutes between calls. A Relay can prepare the same brief every time, from the same sources, and leave the advice to the adviser.
Valnora & Elric team5 min read
- Format
- Playbook
- Steps
- 7
- Solution
- Relay
- Parts used
- 6
A relationship manager with a hundred clients and six meetings a day cannot reread every file. So the preparation happens in the lift: a glance at the portfolio, a search of last year’s notes, a hope that nothing important changed. The client notices when it did.
This playbook sets up a Relay, an AI coworker in Agent Serve, that prepares a brief for every client meeting from the same sources, in the same format, the day before. It informs the conversation. It does not give advice, and it does not contact clients on its own.
Decide what a good brief contains
Start with the relationship managers, not the tooling. Ask three or four of them what they wish they had known before their last difficult meeting. The answers tend to cluster:
- Portfolio position against the mandate and what the client asked for.
- What changed since the last meeting: withdrawals, address changes, new accounts.
- What the client said last time about plans, worries and family.
- What is due: suitability or risk profile reviews, KYC refreshes, open service requests.
Write the template down and agree it with compliance. One line belongs in it from day one: the brief makes no product suggestions. Suitability assessments under MiFID II, and ESMA’s guidelines on them, put that judgement with the firm and its advisers.
Put client data where the Relay can read it
Relays read data through tools, not by logging into your systems. Build a workflow in the workflow builder that runs nightly, pulls holdings and CRM fields from Salesforce and your portfolio system, and writes them to tables. The Relay then runs read-only queries against those tables. It cannot write to them, so the client record stays exactly as your systems left it.
Add row-level access policies that mirror your team structure, so relationship managers browsing the tables or dashboards see their own clients only.
Past meeting notes, the house view and product updates go into a Knowledge Base. Connectors can sync notes from Google Drive, OneDrive or Confluence if that is where your team keeps them.
Create the Relay and write its instructions
Start from a blank Relay and give it a name your team will recognise, such as “Meeting brief preparer”. The instructions do most of the work. Keep them specific:
- Prepare a brief for each client meeting on the next working day, using the agreed template.
- Use only the client tables and the Knowledge Base. Say “not found” rather than guessing.
- Never suggest products, allocations or trades.
- Never contact a client. Draft follow-ups only when the relationship manager asks.
Set autonomy to Assist. The Relay can read and draft freely, while email, calendar actions and saving files to the library each wait for an approval.
A Relay that briefs relationship managers before each meeting
Relay · Meeting brief preparer
- 01Meeting on calendarA Google Calendar watch picks up client meetings booked for the next working day.
- 02Read client dataRead-only table queries return holdings, performance, cash and open service requests.
- 03Check notes and viewsIt searches past meeting notes, the house view and product updates in the Knowledge Base.
- 04Post the briefThe brief arrives in the relationship manager’s chat with the Relay, with a notification.
- 05Draft follow-upAfter the meeting, a follow-up email is drafted from the RM’s notes and waits for approval.
People and data
- 06Nightly client syncA workflow copies holdings and CRM fields from Salesforce and the portfolio system into tables.
- 07Client tablesHoldings, review dates and service requests, narrowed to each team by row-level access.
- 08Relationship managerReads the brief, runs the meeting and gives any advice. Approves or edits the follow-up.
Connect it to the calendar
Add a watch on the team’s shared Google Calendar. Describe in plain language what counts: “client meetings for tomorrow, booked by a relationship manager, with a client name in the title”. The watch polls every 15 minutes by default, with quiet hours overnight, and opens a task for each meeting it finds. It never edits the calendar.
If your team works in Outlook, use a daily schedule instead, for example 16:00 on weekdays, and keep the day’s meetings in a booking table the Relay can watch.
Plan capacity. A Relay runs up to two tasks at once and 25 a day, so one Relay suits a pod of relationship managers, not a whole private bank. Create one per team.
Deliver the brief where the RM already looks
The Relay posts each brief into the relationship manager’s chat with it and raises a notification. That needs no approval and keeps briefs out of shared folders. If your team prefers files, the Relay can save each brief to the library instead, with each save approved at Assist.
What the solution produces
Pre-meeting brief (illustrative)
Record- Meeting
- Annual review · tomorrow 10:30 · client since 2016
- Portfolio
- Balanced mandate. Return over 12 months in line with the benchmark. Cash at 9%, above the 5% the client asked for.
- Since last meeting
- Two large withdrawals in July. Address changed in August.
- From past notes
- Client mentioned planning to help a child buy a home within two years.
- Due items
- Suitability review due next month. Risk profile last updated 23 months ago.
- Open requests
- One unanswered question about transferring a pension, raised in June.
- House view
- Latest quarterly outlook attached for reference. No product suggestions are made in this brief.
Follow-up email draft (illustrative)
MessageSubject: Thank you for today’s review
Thank you for your time this morning. As agreed, I will send the pension transfer information by Friday.
We also agreed to update your risk profile before your suitability review next month. I will send the questionnaire separately.
Please let me know if anything from today needs correcting.
Draft the follow-up, then approve it
After the meeting, the relationship manager pastes their notes into the chat and asks for a follow-up. The Relay drafts the email and proposes it. Nothing is sent until someone approves that exact text; an edit means a fresh approval, and an unanswered request expires after 24 hours by default.
For the pilot, set the recipient policy to internal only, so drafts go to the relationship manager’s own inbox for them to forward. Move to an allowlist of client addresses once compliance is comfortable. Every proposal, approval and sent message lands in the audit log.
Controls and governance
Approvals before action
Relays never send email or book meetings without an approval, under any autonomy setting. An approval covers the exact payload the reviewer saw and expires if nobody decides.
Audit trail
Proposals, approvals, declines and executed actions are written to the workspace audit log, which admins can export.
Row-level access
Row-level policies narrow what each person sees in tables, dashboards, exports and scheduled reports.
Roles and permission groups
Admin, write and read roles per workspace, plus permission groups that limit which models, blocks and integrations a team can use.
SSO and SCIM
Sign in through your identity provider with SAML 2.0 or OIDC, and provision people with SCIM.
Bring your own keys
Use your organisation’s own model provider keys at organisation or workspace level.
Self-hosting
Run Agent Serve in your own cloud or data centre, next to the systems it reads.
Zero data retention
Zero data retention with supported model providers, backed by your own provider keys and agreements or self-hosted models. Some provider features keep data by design, such as Gemini Deep Research, so they are outside zero data retention.
More on how Agent Serve handles access, data and audit on the security page.
Review the briefs before you scale
Run the Relay for one team for a month. Each week, ask relationship managers to mark which brief lines they used and which were wrong or missing. Fix the template and instructions, not individual briefs. Expand to the next team once briefs are consistently used in meetings. The suitability record checks field notes cover the other side: confirming afterwards that reviews flagged as due were completed and recorded.