Search it or paste the text.
Paste the client's text exactly as it came in, then press Draft reply. Read the bubbles, fix anything that is off, copy each one into Quo. If it says check with Jose, do that first.
Read it, fix what is off, then copy each bubble into Quo.
Type the question any way the client said it. Pics, photos and gallery all find the same answer. Tap a result to open it. Nothing fits? Ask the assistant.
Every question we have seen, in two groups. Common ones come in every week. Uncommon ones usually end with a quick check with Jose. Tap a topic to narrow the list.
Rules that never bend
- Never guess. If you do not know, pause and ask Jose. Making up an answer is the only unforgivable mistake here.
- Links ride in their own bubble. Words wrapped around a link make it hard to tap and copy on a phone.
- Warm, casual, first names, a light smiley where it fits. Short replies that answer in the first sentence.
- No dashes in anything we send. Commas and new sentences instead.
- Jose first, always: same day requests, discounts, refunds, invoices, payment trouble, brokerage deals, upset clients, anything farther than Santa Cruz or Oakland.
- Shoots start at 11:30 AM Pacific or later. Jose books in Pacific Time.
- If the agent reaches out, answer the agent. If the assistant reaches out, answer the assistant. Subscribed: No on the clients board is for the robots, not for you.
- When you place an order in Aryeo, the system texts the confirmation. Never send one by hand.
- Scroll up the thread before asking for anything. Do not ask twice for what the client already gave us.
- Edits go to Nico as one complete message (address, which photos, exactly what changes), tagged in Notion so he gets pinged. Then you own the follow up.
- Never paste logins, passwords, or anyone's personal phone number into a client thread.