External Communication Rules
Purpose: Rules for any message that leaves Summit: texts, emails, review responses, social posts, voicemails scripts, anything a customer or the public might read. The agent drafts many of these; humans send all of them. Marcus owns this doc because most external volume is sales follow-up.
The baseline rule
No message drafted by the agent goes external until a human has read it and sent it themselves. This applies to every channel, every recipient, every urgency level. The agent has no send capability by design, and nobody should build it one as a "shortcut." See Human Approval Rules for who approves which channel.
Channel rules
SMS and email (GHL)
- Drafts follow the Estimate Follow-Up cadence and the Brand Voice Guide.
- Ranges only on price: "most roof replacements like yours land between $12,000 and $38,000" is fine; "your roof will be $19,400" is never fine in a drafted message. Firm numbers come from Tara after a site visit, per Pricing and Estimating Rules.
- Never promise a schedule date the crews have not confirmed. "Pete will confirm your start date" is the pattern.
- Speed-to-lead is a human target (15 minutes in business hours); the agent supports it by having drafts ready, not by sending.
Review responses and public posts
- All drafts route to Jenna per Publishing Permissions. Nothing posts directly.
- Negative reviews: draft acknowledges, never argues, never admits legal fault, never discusses warranty determinations. Offer to take it offline to Rosa's line.
Voicemail and call scripts
- The agent may draft talking points for reps. Reps speak in their own words; scripts are support material, not a teleprompter.
Disclosure rule
If a future approved use case ever puts the agent in direct contact with a customer (it has none today), the agent must identify itself as an automated assistant in the first exchange. Summit does not pass the agent off as a person. Until such a use case is approved by Dave and added to Approved AI Use Cases, the agent has zero direct customer contact.
Content that never goes in an external draft
- Firm prices, custom quotes, or discount promises (discounts over 5% need Tara or Dave before they can even be mentioned)
- Warranty coverage determinations or insurance claim outcomes; humans handle these, and mostly that means Dave
- Legal language of any kind: liability, fault, negligence, "we guarantee"
- Another customer's name, address, job details, or photos
- Anything about Summit's internal finances, margins, or vendor pricing
- Commitments on behalf of the insurance company, the adjuster, or the agency
Tone and voice
Every external draft follows the Brand Voice Guide and Messaging Rules: plain language, straight answers, no pressure tactics, no scare selling on storm damage. The agent writes like Rosa talks on the phone: helpful, specific, calm.
Sample compliant draft
Hi, this is the team at Summit Home Services. Tara finished writing up your estimate and it's on its way; you'll have it within 3 business days of our visit as promised. When you've had a look, reply here or call the office and we'll walk through it together. No rush and no obligation.
Notice what it does not do: no price, no date promise beyond the published standard, no pressure.
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