jimmy
8.7 KiB
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 · 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)
- Item is on
surface-checklist.md(or added there in the same batch). - Job Card posted in Grok Bot chat → Anthony says go.
- Send only via VeriMail Method A (hermes
.venvpython). - On-disk artifacts required before claiming SENT:
send-receipt.md+.eml(or equivalent). - Log the send in §2 Send log and a row in the review loop batch table.
- 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
- Open the remediation item (URL + what’s wrong vs canonical NAP).
- Assign tier 1 / 2 / 3 using the triage table in the review loop.
- 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) - Prefer one canonical address per platform (e.g. Birdeye →
profiles@birdeye.com). Do not spray multiple guesses. - From identity: always
ashbotphoenix@agentmail.to(Phoenix listing desk). - 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
- VeriMail inbox Job Card → confirm no reply (artifact).
- Job Card for the nudge → Anthony go.
- Same thread/subject discipline; same From; CC rules if it’s a reply.
- Log as a new send-log row with
type: nudge-1ornudge-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_overrideto 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.