Support Call SOP

🛟 SUPPORT CALL SOP

Purpose: Make every call intentional, efficient, and action-oriented — no “why did we need a call for this?” energy.
Applies To: All internal and partner-facing support calls via OS Calendar.

✅ STEP 1: PRE-CALL AGENDA REQUEST (Required 24–48h Before Call)

Trigger: Call gets booked inside your OS account.
Action: Automatically send agenda prep email using [Messages OS sequences].
Email Template:
Subject: Can You Prep a Quick Agenda for Our Call?
Hey [Client's Name],
Pumped to connect!
To keep things sharp and actionable, can you drop a few bullets ahead of time? Even just:
– What’s hot?
– What’s stuck?
– What’s about to blow up (in a good way)?
Add any updates, blockers, or bold moves you’re ready to greenlight — that way, we both show up dialed in.
Talk soon,
[Your Name]

🧠 STEP 2: INTERNAL PREP

Owner: Assigned team member
Checklist (Complete Before Call):
Review submitted bullets or agenda
Pull up account metrics in OS: My Calendars + Pipelines
Check last 3 support interactions in “My Messages” or Notes
Prep quick win or insight (data, automation, etc.)

đź“ž STEP 3: LIVE CALL FORMAT

Duration: 15–30 minutes
Structure:
  1. Kickoff (2 mins)
      • Set intention: “Let’s move X forward by the end of this call.”
  1. Agenda Run-Through (2–3 mins)
      • Share back what they sent in their bullets
      • Ask: “Anything else to add?”
  1. Main Support Discussion (10–20 mins)
      • Tackle top items first
      • Tie answers to next steps or feature workflows inside OS
  1. Next Steps (5 mins)
      • Summarize clear actions + who owns what
      • Drop action items into OS “Tasks” or SOP docs if needed

📨 STEP 4: POST-CALL FOLLOW-UP (within 1 hour)

Tool: OS Messages + Calendar Confirmation follow-up
Send:
Recap email: 3 bullets → Outcomes + Next steps
Link to any resources, Looms, or walkthroughs
Assign action steps in OS if not done live
Follow-up Email Template:
Subject: Quick Recap + Next Steps
Hey [Client's Name],
Great sync today! Here’s a quick recap:
âś… [Big win or resolved issue]
🚧 [What we’re working on next]
🔜 [Next step & who owns it]
I’ve added action items to [SOP/Tasks/Board] for visibility.
Talk soon,
[Your Name]

🧰 TEMPLATES & AUTOMATIONS TO ENABLE

  • Pre-call agenda request → Set auto-send via OS: 1 day before booking (Messages OS)
  • Post-call recap → Use custom “Call Recap” template from Messages OS
  • Notes-to-tasks → Use OS Team > Tasks for action item tracking
  • SOP auto-creation → OS Team > SOPs (convert frequent issues into SOP templates)
Would you like this SOP added directly to your OS system as a team doc or auto-follow-up sequence?
 
 
Doing things when I want
  • Additional Accounts
  • Voice Accounts
  • Testing
 
Transferring Accounts
Bulk Tranfers
 
What Happens in Bulk Transfer?
Shut Downs
 
Templates to All GHL Templates
 
Agency Action:
Adding people to accounts
Adding New Accounts
 
Getting Feedback From Partners Through Surveys
 
 
Here’s a polished version of your message, keeping it professional and aligned with your OS
Subject: Feature Update + Support Recap
Hey Jason,
Thanks again for chatting with us today — we appreciate the feedback and are working to incorporate it in our upgrades.
We’ve activated the latest Themes Mode upgrade inside your OS account. In addition to the Theme, you’ll now find enhanced features available under Team and Training.
Also want to share the support ticket review for you here: Tickets
Continue to be on the lookout fr upgrades through the support chat, and we will be on the lookout for any requests, feedback or upgrades you would like to see.
Thank you!
 
 
Hey Jason,
Thanks for taking the time to chat with us today — we appreciate your feedback and are already working it into future upgrades.
We’ve gone ahead and activated the new Themes Mode upgrade in your OS account. You’ll now see additional feature enhancements available under Team and Training.
Here’s a direct link to your Support Ticket Review for easy reference.
Keep an eye on your support chat for future updates, including Agency Actions — and feel free to reach out detailing new requests or features you would like access to.
Thank you!
 
 
Would you like me to auto-load this into your next client message or email template inside OS?
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