# SOP — Phoenix name-change remediation: email follow-up

**Slug:** `phoenix-salon`  
**Version:** 1.0 · **Effective:** 2026-09-20  
**Owner:** CoS (Grok Bot) · **Gatekeeper:** Anthony  
**Sits with:** [remediation-review-loop.md](./remediation-review-loop.md) · [surface-checklist.md](./surface-checklist.md)  
**Mail desk:** VeriMail via `ashbotphoenix@agentmail.to` · CC `tonyjbala@gmail.com` on reply threads

Hand this to anyone running listing outreach. Do not improvise silence windows or nudge counts outside this doc unless Gatekeeper overrides in chat.

---

## 0. Preconditions (every send)

1. Item is on `surface-checklist.md` (or added there in the same batch).  
2. **Job Card** posted in Grok Bot chat → Anthony says **go**.  
3. Send only via VeriMail Method A (hermes `.venv` python).  
4. On-disk artifacts required before claiming SENT: `send-receipt.md` + `.eml` (or equivalent).  
5. Log the send in **§2 Send log** *and* a row in the review loop batch table.  
6. No cold send without a real public contact (mailto / published support address). Cloudflare / no-contact → mark **WONT-DO**, do not invent recipients.

---

## 1. How to pick the correct recipient

### 1.1 Audience tier first

| Tier | Who | Typical email target | Do **not** email |
|------|-----|----------------------|------------------|
| **1 — Customers** | People who find/book Phoenix | Rarely “customer email.” Prefer *fix the surface* (IG, site, GBP). Email only if a **directory customers use** lists a public correction address | Random reviewers; personal customer inboxes |
| **2 — Vendors / partners** | Directories, aggregators, review platforms | Published listing-support / profiles / data-quality address on that site (or ticket system if email isn’t offered) | Scraped personal staff emails; form-only sites with no mailto (use ticket or WONT-DO) |
| **3 — Back-office** | Us / Ashley ops | Internal notes, Job Cards, CC Anthony — not cold vendor mail | Using vendor inboxes for internal process chat |

### 1.2 Recipient decision tree

1. Open the remediation item (URL + what’s wrong vs canonical NAP).  
2. Assign tier **1 / 2 / 3** using the triage table in the review loop.  
3. Find contact in this order — stop at the first valid one:  
   a. Official “update listing / report inaccuracy / profiles@ / support@” published on the **same domain**  
   b. Platform ticket/help form (if no email — file ticket, log as **TICKET** not EMAIL)  
   c. None → **WONT-DO** + reason (e.g. CF 403, JS-only form, no contact)  
4. Prefer one canonical address per platform (e.g. Birdeye → `profiles@birdeye.com`). Do not spray multiple guesses.  
5. From identity: always `ashbotphoenix@agentmail.to` (Phoenix listing desk).  
6. If the item is **human-owned** (IG bio, YP confirm Ashley already mailed) → no VeriMail cold send; mark OPEN for Ashley/Anthony.

### 1.3 Subject line pattern

`Phoenix Salon + Spa (Cameron Park) — [action]: [old name/listing] → canonical NAP`

Example: `Authorized listing partner for Phoenix Salon + Spa — remove/update outdated La Mae listing`

---

## 2. Send notation / log

Every outbound remediation email gets one row. Living file: same folder, table below (append; don’t delete history).

Also keep the job folder evidence: `.../gate3-pilot|mail/<date>-*/evidence/send-receipt.md`

### Send log

| Sent (PT) | Rem. item / surface | Tier | To | Subject | Job / evidence path | Silence clock starts |
|-----------|---------------------|------|----|---------|---------------------|----------------------|
| 2026-09-19 14:28 | Birdeye — La Mae / Flying C | 2 | profiles@birdeye.com | Authorized listing partner… outdated La Mae listing | gate3-pilot/2026-09-19-birdeye-send/evidence/ | 2026-09-19 |
| | | | | | | |

**Minimum fields:** datetime PT · surface · tier · recipient · subject · evidence path · clock start date.

---

## 3. Silence window before a nudge

### 3.1 Defaults

| Tier | Default silence before **Nudge 1** | Notes |
|------|--------------------------------------|-------|
| **1 — Customer-facing directories** | **5 business days** | Faster if the bad listing is actively confusing bookers (Gatekeeper may shorten) |
| **2 — Vendors / aggregators** | **7 calendar days** | Default for Birdeye-class profile mail |
| **3 — Back-office** | N/A for vendor nudge | Use internal chase, not this SOP |

Weekends/holidays: business-day windows skip Sat–Sun; calendar-day windows count them.

### 3.2 Per-item overrides

Record override on the send-log row or checklist notes, e.g.:

- `silence_override: 10d` (slow enterprise support)  
- `silence_override: 3bd` (hot customer damage)  
- `no_nudge: true` (ticket-only platform; wait on their SLA)

**Birdeye (current):** use default **7 calendar days** from 2026-09-19 → first nudge eligible **2026-09-26** unless Gatekeeper says otherwise. Always run a VeriMail **inbox scan** the same day before nudging.

---

## 4. Nudge sequence

### 4.1 Caps

| Step | When | Max |
|------|------|-----|
| Original send | Day 0 | 1 |
| **Nudge 1** | After silence window (+ override) | 1 |
| **Nudge 2** (final) | **5 business days** after Nudge 1 with still no useful reply | 1 |
| Then | Escalate or close per §5 | — |

**Hard cap:** 1 original + **2 nudges** = 3 outbound touches. No fourth email without a new Gatekeeper decision.

### 4.2 How nudge differs from original

| | Original | Nudge 1 | Nudge 2 (final) |
|-|----------|---------|-----------------|
| Tone | Full request + canonical NAP + authority | Short bump; assume they have the thread | Final bump; state close/escalate path |
| Body | Full detail, links, old vs new | 4–6 sentences; quote date of original; restate one ask | 3–5 sentences; “closing our file on date X unless you need more info” |
| Attachments | As needed | None unless they asked | None |
| Subject | Full pattern (§1.3) | `Re: [original subject]` or `Follow-up: [original subject]` | `Final follow-up: [original subject]` |

**Nudge 1 skeleton**

> Following up on our message of [date] from ashbotphoenix@agentmail.to… regarding [surface / old listing].  
> Please confirm you can [remove | update] to: Phoenix Salon + Spa, 3460 Robin Ln Suite 4, Cameron Park CA 95682, (530) 350-9197, phoenixcameronpark.com.  
> Happy to provide anything else you need. — Phoenix listing desk (CC Anthony)

**Nudge 2 skeleton**

> Final follow-up on [date] request ([Message-ID or subject]). If we don’t hear back by [date + 5bd], we will mark this item closed on our side / escalate via [ticket|alternate channel]. Canonical NAP remains: [one line]. Thank you.

### 4.3 Before every nudge

1. VeriMail inbox Job Card → confirm **no reply** (artifact).  
2. Job Card for the nudge → Anthony **go**.  
3. Same thread/subject discipline; same From; CC rules if it’s a reply.  
4. Log as a new send-log row with `type: nudge-1` or `nudge-2`.

---

## 5. Stop conditions (resolved vs abandoned)

Mark the surface on `surface-checklist.md` and add a one-liner to the review loop.

### 5.1 RESOLVED (done)

Any one of:

- Live listing shows **canonical NAP** (evidence HTML/screenshot dated).  
- Vendor email/ticket confirms fixed or removed.  
- Duplicate/merged into the correct Phoenix listing and old name gone.

→ Status **GREEN**. Review loop: Worked? `yes`.

### 5.2 WAITING (still open, clock running)

- Original or nudge sent; inside silence window.  
- Or vendor acknowledged (“we’ll update in 2 weeks”) — set `silence_override` to their date.

→ Status **SENT** / **WAITING**. Do not nudge early.

### 5.3 ABANDONED / WONT-DO (close without fix)

Any one of:

- Nudge 2 sent + **5 business days** more silence → close as **ABANDONED-NO-REPLY** (document date).  
- No valid recipient / CF / no contact → **WONT-DO** at discovery (no nudges).  
- Gatekeeper says stop.  
- Risk/legal: stop and escalate to Anthony only.

→ Status **WONT-DO** or **ABANDONED**. Review loop: Worked? `no` + Cut note (“email dead-end on this platform”).

### 5.4 ESCALATE (instead of more email)

After Nudge 1 or 2, if the platform has a better channel:

- File a support ticket (log ticket ID).  
- Ashley Primary Owner login path.  
- Pause and re-triage as customer-surface fix (e.g. GBP) rather than aggregator mail.

Escalation still needs Gatekeeper **go** if it spends Ashley’s time or money.

---

## 6. Quick checklist (copy per item)

- [ ] Tier assigned (1/2/3)  
- [ ] Recipient from decision tree (or WONT-DO)  
- [ ] Job Card + go  
- [ ] Sent + receipt + send-log row  
- [ ] Silence window / override recorded  
- [ ] Inbox scan before each nudge  
- [ ] ≤2 nudges  
- [ ] Stop: RESOLVED / ABANDONED / WONT-DO / escalated  
- [ ] Review loop row updated  

---

*v1.0 CoS 2026-09-20. Change silence defaults only with Gatekeeper approval; bump version when you do.*