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SOP

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2026-09-19 (PST) · Sage@miniPC · LIVING Derived from: SELLING-SYSTEM.md (the machine, stages 1–6) + onboarding-runbook.md (customer yes → live). This is the condensed how-we-operate; those two stay the deep truth.

Standing locks (every step inherits): AUTHORIZE SEND NO until Barry names the shop · Never Fuller (+1 650 460-1036) · demo DID +1 (650) 476-2005 only · no purchases without Barry · going live is a Barry ping.

1. The pipeline in one line

Generate leads → select keeps → legal review → cold email (HELD → Barry gate) → prospect tries the demo → pays → we provision → we operate.

Cell chain: Leads → Legal → Marketing → QA → CoS hold → Barry send/close → Sage provision/operate.

2. Lead generation (Leads cell)

1. Pick a new metro; research official business sites only — curl the real site, read printed hours, owner names, published email. No directories, no purchased lists.
2. Apply the kill rules (any one = drop): 24/7 claim · no owner name · chain/mega-op · platform AI already answering · guessed email.
3. 3–6 looks per pass (bigger runs allowed); write a dossier per keep: shop, owner-as-printed, hours, dark window, contact, pain quote, track, QA stamp.
4. Log the batch in agents/leads/progress.md AND mirror it into agents/leads/leads-data.json in the same commit; run python3 ~/apex/bin/update-leads-status.py; deploy per the beat flow.

3. Selection

• Track A (email printed on official site) → eligible for the email pipeline.
• Track B (phone-only) → parked inventory. Never dialed, never texted.
• Selection is rule-driven by agents; Barry gates only the send.

4. Legal review (Legal cell — per shop, before any draft)

Verify the role email live on review day · truthful subject only · never misstate the prospect's own hours/services (DTPA) · confirm TCPA/DNC not triggered (email-only) · name any do-not-dial numbers for that shop. Output: PASS / PASS-WITH-HOLDS / CLEAR-WITH-CONDITIONS recorded in a review doc (*-legal-review.md).

5. Draft + QA (Marketing + QA cells)

Template anatomy (see dfw-track-a-emails.md, houston-track-a-emails.md):

1. Greeting — owner's first name(s) exactly as printed.
2. Their own hours quoted back.
3. Missed-business math (5:15 PM burst pipe → voicemail until morning).
4. Price + payback ($199/mo; one job pays the month).
5. Demo links + staging voice line, explicitly disclosed as a fake shop.
6. CAN-SPAM footer: commercial disclosure, postal address, unsubscribe ≤10 business days.

QA checks spelling of names, hours, legal holds. Draft saved to receptionist/docs/<metro>-track-a-emails.md → state cleared-drafted-held.

6. The gate (CoS hold → Barry)

Drafts live on disk. AUTHORIZE SEND: NO until Barry names the shop. Sends go from Barry's Gmail, one shop per email. Log every send; honor opt-outs ≤10 days. Reply watch: draft responses within the hour (demo links + demo DID); Barry approves reply sends and does the human close.

7. Onboarding (customer yes → live; runbook stages A–F)

• A — Intake (~15 min): complete customer-intake-form.md; no blank fields; save to receptionist/projects/{customer-slug}/intake.md.
• B — Provision (~1 h): copy the vertical template (never edit the template); set shop name/hours/timezone, mandatory AI + recording disclosure greeting, booking windows, constraints (no prices, no diagnosis); npm test green; create the Retell agent (staging first); web-call checklist (disclosure first, capture + read-back, windows only, 911 line, no prices).
• C — Phone number (BARRY GATE: money): ping Barry to authorize the DID (~$2/mo); buy + bind inbound agent; one verification call (ask Barry first — real calls are billed).
• D — Forwarding (customer, ~10 min): conditional forwarding (no-answer + busy) per the carrier one-pager; fallback: carrier no-answer timer → their voicemail, never dead air.
• E — Go-live + burn-in: add the DID to aiassist-callpath-watch; joint test call; ping Barry at go-live; 48 h burn-in — every transcript reviewed daily, every booking summary verified, fallback tested once; declare LIVE with numbers, never assurances.
• F — Ongoing: transcript spot-checks (daily week 1, then weekly); hours changes = edit flow JSON → republish → 1 test web-call; cancellation per ToS (unpublish, release DID, delete data per retention policy).

8. Operations standing duties

• Call-path monitor green (15-min cycle, fleet alerting) for demo DID + every customer line.
• Cost guardrails: 10-min max call duration; 300 answered-min/mo alert per customer.
• Keep the docs living: discussion → update MASTER-PLAN.md + affected SOP docs in the same session; stamp Updated; journal the change.
• Status machinery: leads registry → update-leads-status.py → deploy; plan docs → publish-docs.py → deploy.

Web-version note: specific lead business and owner names are redacted here to “Lead A–K (metro, vertical)” labels. Full names live in the private repo registry (agents/leads/leads-data.json) and the live leads pipeline.

Generated 2026-09-20 07:12 PT from receptionist/docs/SOP.md by bin/publish-docs.py. Republish: python3 ~/apex/bin/publish-docs.py then rsync docs/ per COS-DEPLOY.md. Never Fuller.