User Operating Procedures & SOP Manual

Procedure: Creating and Configuring a Workspace

1. Navigate to Agency Center: In the top navigation, click Agency Overview (/agency/overview).
2. Click "Add Client Workspace": In the top right, click the primary action button.
3. Fill in Client Organization Profile:
   • Workspace Name: E.g., Acme Growth Corp or Vertex Cloud.
   • Slug: Unique identifier (e.g. ws_vertex).
   • Industry & Target Market: E.g., B2B SaaS, Mid-Market FinTech, Cybersecurity.
   • Value Proposition: Brief statement summarizing the primary client offering (e.g., "We reduce AWS cloud infrastructure costs by 35% without downtime."). The AI Engine uses this to personalize outreach hooks.
4. Invite Team Members & Set Roles:
   • Agency Admin: Full permissions across all workspaces and billing.
   • Account Manager: Full control within this assigned workspace.
   • SDR / Reviewer: Access to the Unified Inbox, Review Queue, and Lead Lists.
   • Client Executive (Read-Only): Access to the Client Portal to review live dashboard reports and scheduled meetings.
5. Save Workspace: Click Save & Launch Workspace. You will automatically be redirected to the Workspace Dashboard.

Procedure: Adding and Warming Mailboxes

1. Navigate to Mailboxes: Click Mailboxes in the left sidebar (/workspaces/[id]/mailboxes).
2. Click "Connect Mailbox": Choose your email provider (Google Workspace, Microsoft 365, or Custom SMTP/IMAP).
3. Enter Mailbox Details:
   • Sender Name: E.g. Sarah Jenkins.
   • Sender Email: E.g. sarah@tryacmegrowth.com (Always use a secondary domain, never your primary corporate domain!).
   • Daily Send Quota: Set to 30-40 emails/day per mailbox (the platform enforces this cap to protect sender reputation).
4. Verify DNS Authentication Status:

   The platform checks the 3 essential DNS records automatically:

   • SPF PASS Authorizes Google/M365 servers.
   • DKIM PASS Cryptographically signs outbound headers.
   • DMARC PASS Specifies quarantine policy and satisfies Google/Yahoo guidelines.
5. Enable Automated Warmup Pool:

   Toggle "Warmup Enabled" to ON. The automated peer-to-peer warmup pool will exchange realistic conversational emails with other authenticated mailboxes, gradually increasing volume over 14 to 21 days until the mailbox achieves a 95%+ Health Score.

Procedure: Setting ICP & Importing Leads

1. Configure Workspace ICP Profile: Go to Settings > ICP Criteria. Define:
   • Target Titles: E.g., VP of Sales, Head of Demand Generation, Chief Revenue Officer.
   • Company Headcount: E.g., 50 - 500 employees.
   • Geographies: E.g., United States, United Kingdom, Canada.
   • Tech Stack Tags: E.g., Uses Salesforce, HubSpot, or Snowflake.
2. Select Signal Triggers (Buying Intent):

   Enable intent monitors in the Signal Engine:

   • Hiring Spikes: Company actively recruiting 3+ SDRs or Sales Executives.
   • Funding Events: Series A, Series B, or growth capital raised in the past 60 days.
   • Executive Changes: New VP of Marketing or CRO hired within the last 90 days.
   • Tech Stack Change: Migrated to a new CRM or data warehouse.
3. Importing Leads:

   Go to Leads > Import Leads (/workspaces/[id]/leads):

   • CSV Upload: Drag and drop your prospect spreadsheet (columns: First Name, Last Name, Email, Company, Title, Website, LinkedIn URL).
   • CRM Sync: Connect HubSpot or Salesforce to automatically import uncontacted target accounts.
4. Automatic Deduplication: The platform instantly compares incoming prospects against all previous campaigns and your workspace suppression list, discarding any duplicate emails or previously contacted company domains.

Procedure: Building a 4-Step Campaign

1. Create Campaign: Go to Campaigns > New Campaign (/workspaces/[id]/campaigns). Name it (e.g. "Q4 FinTech VP Sales — Hiring Signal").
2. Select Audience Segment: Choose "Hot Leads (Score ≥ 0.80)" with active hiring signals.
3. Build Sequence Steps in Campaign Builder:
   • Step 1 (Day 1 - Contextual Cold Email):

     The AI Engine crafts a 75-word personalized email referencing the prospect's recent hiring spike, tying it directly to your client's value proposition. A low-friction Call-to-Action (CTA) is added (e.g., "Worth a 7-minute look?").

   • Step 2 (Day 4 - Case Study & Value Proof):

     Automated bump referencing a peer company in their specific niche and the ROI achieved.

   • Step 3 (Day 8 - LinkedIn Touchpoint):

     Sends an automated LinkedIn connection request with a personalized note referencing Step 1.

   • Step 4 (Day 14 - Respectful Breakup Email):

     Short, polite closing email that leaves the door open and includes a 1-click meeting calendar link.

4. Configure Safe Rollout Settings:
   • Dry-Run Mode: Executes all data enrichment and writes generated emails to the Review Queue without sending. Excellent for initial client approvals!
   • 10% Traffic Sampling: Automatically routes 10% of generated emails to human SDRs for spot-check review.
5. Set Sending Windows & Timezone:

   Configure sending window to 08:30 AM to 05:00 PM in each prospect's local timezone, Monday through Friday only.

When you click "Activate Campaign", the platform's 7-Point Pre-Send Hard Gate (src/lib/outreach/send-gate.ts) inspects every single queued message in real time:

When a prospect responds, the email lands in the Unified Inbox (/workspaces/[id]/inbox). The AI Engine automatically analyzes the sentiment and categorizes the reply into one of 8 distinct intents:

Other automatic categories include: OUT_OF_OFFICE (sequence pauses and resumes after return date), BOUNCE (mailbox flagged), AUTO_REPLY (filtered out), and NOT_INTERESTED (respectfully archived).

Procedure: Generating and Using AI Copilot Replies

1. Select a Conversation in Unified Inbox: Click on an unread thread marked with INTERESTED or OBJECTION.
2. Inspect Prospect Intelligence Dossier:

   The right-hand panel displays the lead's enriched profile: company size, funding history, verified LinkedIn profile, technologies detected, and full interaction timeline.

3. Click "Generate AI Reply":

   The AI Copilot evaluates the prospect's message against the client's knowledge base and drafts a tailored reply:

   • Addressing Pricing Questions: Explains the pricing structure accurately based on approved workspace parameters (never invents fake discounts).
   • Competitor Objections: Cites specific competitive differentiators without disparaging the competitor.
   • Scheduling Inquiries: Proposes two specific time slots and includes the AE's direct calendar booking link.
4. Tone Selector: Easily toggle the draft tone between Consultative Professional, Direct & Punchy, or Executive Brief.

Procedure: Operating the Review Queue

1. Access Review Queue: Go to Unified Inbox > Review Queue tab (/workspaces/[id]/inbox).
2. Review Held Items: Any message flagged by 10% sampling, dry-run mode, or complex objection criteria is held here.
3. Operator Actions:
   • Approve (✔): Click Approve & Send. The message immediately passes through the 7-Point Gate and dispatches to the prospect.
   • Edit (Δ): Click Edit Draft to refine wording, adjust meeting times, or add custom notes, then click Approve Changes.
   • Reject (×): Click Reject Draft. Select a reason tag (e.g., "Too aggressive", "Inaccurate product claim", "Wrong pricing"). The draft is discarded.
4. Continuous Learning (Dataset Promotion):

   Whenever an operator approves or edits a draft, those corrections can be promoted into the benchmark dataset using npm run evals:promote, making future AI suggestions even smarter!

Procedure: From Confirmed Reply to Account Executive Briefing

1. Prospect Books Time: The prospect clicks the scheduling link and selects a time slot.
2. Automated AI Meeting Dossier Generation:

   The platform instantly generates a 1-page Pre-Meeting Executive Brief for the salesperson containing:

   • Prospect Overview: Name, verified title, time in role, LinkedIn URL, and company summary.
   • Triggering Buying Signal: The exact event that started the conversation (e.g. "Hiring 4 SDRs following $12M Series A").
   • Key Pain Points & Objections: What they asked during the email exchange (e.g. "Interested in data accuracy and HubSpot integration").
   • Recommended Discovery Questions: 3 targeted questions for the AE to ask during the first 5 minutes of the call.
3. CRM Bidirectional Synchronization:

   The contact, deal stage ("Discovery Call Scheduled"), email thread, and briefing dossier are automatically synced to HubSpot or Salesforce via API.

4. Client Portal Notification: If the client executive has access to the Client Portal (/portal/[workspaceId]), they receive an immediate Slack / Email alert notifying them of the new booked deal.