FireRock Internal SOP

1. How to Create a Task

So the specialist can start it immediately, with no follow up questions.

The one rule: every ticket must answer four things before you hit Create. Which client, What to do, Why or the goal, and Where the assets are. If a ticket cannot answer all four, it is not ready to submit.

Required fields (every ticket, no exceptions)

Field	What to put	Why it matters
Client / account	Exact business name as it appears in the CRM, for example "D&C Home Care", not "the home care one"	Same work in the wrong sub-account is wasted and risky
Task type	Pick one: Form connection, Form edit, Workflow, Notification email, New sub-account, Other	Tells the specialist which checklist applies
What / outcome	One sentence: what should be true when this is done	Removes guesswork about scope
Assets / links	The live URL, form link, ad link, or screenshot the task refers to	"The form" is not findable, a link is
Notify who	Full name and email address of anyone who should get lead alerts	Missing email stalls the task, every time
Priority / deadline	Urgent, This week, or No rush, plus any hard date	Lets the specialist sequence correctly

Copy-paste ticket template

Paste this into the description of every new ticket and fill each line. Write "N/A" if a line truly does not apply.

Client / account:
Task type:
What should happen (one sentence):
Why / goal:
Asset link(s) or screenshot:
Notify (name + email):
Priority / deadline:
Extra notes:

Task-type add-ons (include on top of the template)

Facebook / Instagram Lead Form — the Facebook Page name, the ad or form name, and confirmation the ad is Active (not Draft). Name the notify email.
Form connection or edit — the live page URL where the form sits, and whether it is a website contact form or a landing-page form.
Workflow — what triggers it (form submit, tag, booking), and the exact email or SMS wording or a link to the copy.
Notification email — the exact recipient email address, not just a name. This is the number one reason tasks bounce back.
New sub-account — business name, address, phone, website, and the owner's email.

Good vs bad (same request)

Bad, bounces back "Connect the FB form to the CRM."

Good, starts immediately Client: D&C Home Care
Task type: Facebook Lead Form
What: New Facebook leads flow into the CRM and tag as FBLEAD
Asset: Page "D&C Home Care", form "Careers Aug 2026", ad is Active
Notify: Laurence Smith, laurence@dchomecare.com
Priority: This week

Before you click Create (10-second check)

Did I name the exact client?
Did I paste a link or screenshot of the asset?
Did I give a full email address for notifications?
Would someone who has never seen this account know what to do?

If any answer is no, the ticket is not ready.

2. How to Submit a Zoho Email Campaign Request

A campaign cannot be scheduled without send dates.

The one rule: a campaign request is not ready until it has both the copy AND the send schedule. Copy alone cannot be scheduled, so a doc with no dates stalls the campaign every time.

Why this exists

The last campaign docs contained the email copy only. No send dates were provided, so the campaign could be built into the Library as a template but could not be scheduled to go out. Every campaign request from now on must include when it should send.

Required fields (every campaign request)

Field	What to put	Why it matters
Client / account	Exact business name as it appears in the CRM	Sends to the wrong list are hard to undo
Campaign name	A clear internal name, for example "June 2026 Newsletter"	Keeps the Library organized
Send date + time	Exact date and time for each email, including time zone	This is the field that was missing. Without it nothing can be scheduled.
Recipient list / segment	Which contact list or segment receives it	Determines who gets the email
Subject line	The exact subject line text	Part of the email, not optional
Preview / preheader text	The short line shown after the subject	Improves open rates
Email copy	Full body copy, final and approved	What actually sends
From name + reply-to	The sender name and reply address	Controls how it appears in the inbox
Links / CTAs	Every button or link URL used in the copy	Broken or missing links delay the send

Copy-paste campaign request template

Paste this into the request doc or ticket and fill every line. Write "N/A" only if a line truly does not apply.

Client / account:
Campaign name:
Send date + time (with time zone):
Recipient list / segment:
Subject line:
Preview / preheader text:
From name:
Reply-to email:
Links / CTAs (label + URL):
Email copy:
Notes (A/B test, follow-up sends, etc.):

For a multi-email sequence

If the campaign is more than one email (a series or drip), give the schedule as a table so each send has its own date.

#	Email name	Subject line	Send date + time
1
2
3

Good vs bad (same request)

Bad, cannot be scheduled "Here's the copy for the newsletter." (copy only, no dates)

Good, ready to schedule Client: [account name]
Campaign: June 2026 Newsletter
Send: June 18, 2026, 9:00 AM ET
List: All active subscribers
Subject: Your June update is here
Preview: What's new this month
From: [name] / Reply-to: [email]
Copy: [full approved body]

Before you submit (10-second check)

Did I include a send date and time for every email?
Did I name the recipient list?
Is the copy final and approved (not a draft to be edited later)?
Are all links in the copy present and correct?

If any answer is no, the request is not ready.