Escalation Routine/Boundaries

🔍 Summary of Key Points

  • Boundaries are not being followed — No support or partnership convos should happen via text or WhatsApp. Everything must move to the chat widget.
  • Jason's situation needs better handling — There must be a documented escalation protocol for partner issues (like what was done for Marnie).
  • Melissa comms need a clean, structured response — ideally handled during off-peak hours like mornings or evenings.
  • We need to build out a Support Boundaries Doc and a clear Partner Escalation Policy.
  • The Partners Pathway needs to be included in the Mini OS and the MS Academy as part of training and systemization.
  • Dan should not respond to things without reference docs being finalized first.

âś… Action Steps

1. Escalation Protocol
Create a "Jason Partner Escalation Report" (like Marnie’s).
Document current status, past tickets, and next steps.
Add a note to never escalate or reply without reference docs in place.
2. Communication Boundaries
Build a Support Boundaries Doc in the shared database.
  • Add checklist:
      • No texting clients/partners
      No WhatsApp convos
      No email replies
      Chat widget only for support/escalation
Include example replies like:
  • “Hey Melissa, moving this to the widget to make sure it’s fully documented and handled properly.”
3. Partner Pathway Integration
Add Partners Pathway to:
Mini OS (partner article)
OS Academy (as training material)
4. Melissa Messages
Dan to respond line-by-line to Melissa’s messages later in the day or early morning (per Brian’s request).
Responses should show understanding of boundaries, Jason's case, and pathway context.
5. Escalation Routine System
Create an "Escalation Routine Checklist" inside the Support Boundaries Doc:
  • Reference doc first
  • Use chat widget
  • No informal language
  • Track patterns
  • FAQ & escalation scenarios
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