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.

3. How to Request a New GHL Sub-Account

Every new client gets a sub-account. This is the info we need and the steps that follow.

The one rule: the specialist cannot create the account until the business name, owner email, and address are confirmed. Missing any of those three means the request sits until they are provided.

Required info (provide all of these in the ticket)

Field	What to put	Why it matters
Business name	Full legal name exactly as it should appear in the CRM (e.g. "Kinetic Marine Solutions")	This becomes the sub-account name. Fixing it later requires support.
Owner name	First and last name of the primary account owner	Shows on the account and in the welcome email GHL sends automatically
Owner email	The email address the owner actively checks	GHL sends a welcome/setup email here on creation. Wrong email means the owner never gets access.
Phone	Main business phone number	Stored on the account for caller ID and notifications
Address	Full street address, city, state, ZIP	Required by GHL for location setup and A2P registration
Website	The business website URL	Used for branding and reference
Timezone	The client's timezone (e.g. "Eastern", "Central", "Pacific")	Controls when scheduled messages and workflows fire. Defaults to Eastern if not specified.

Copy-paste ticket template

Paste this into the ticket description and fill every line.

Client / account: [new]
Task type: New sub-account
Business name:
Owner name:
Owner email:
Phone:
Address (street, city, state, ZIP):
Website:
Timezone:
Priority / deadline:
Extra notes:

What happens after you submit

Account created. The specialist creates the sub-account in GHL under the FireRock agency.
Snapshot applied. The standard FireRock automation snapshot is imported automatically. This takes about 5 to 10 minutes to finish loading.
Welcome email sent. GHL sends a setup email to the owner's email address. The owner uses this to set their password and log in for the first time.
Confirmation. The specialist confirms the account is active and reports back with the account name and any next steps.

Good vs bad (same request)

Bad, cannot start "Set up a GHL account for the new roofing client."

Good, starts immediately Client: [new]
Task type: New sub-account
Business name: Kinetic Marine Solutions
Owner: Greg Boehmcke, gregb@kineticmarinesolutions.com
Phone: (617) 777-0275
Address: 500 E Broward Blvd 9th Floor, Fort Lauderdale, FL 33394
Website: kineticmarinesolutions.com
Timezone: Eastern
Priority: This week

After the account is live (account manager checklist)

Confirm the owner received the GHL welcome email and can log in.
Verify the business name, phone, and address look correct in the sub-account settings.
If the client needs a custom domain, Facebook integration, or phone number, create a follow-up ticket for each. Those are separate tasks.

Before you submit (10-second check)

Did I include the full legal business name?
Did I include the owner's email (not just their name)?
Did I include the full address with city, state, and ZIP?
Would someone who has never spoken to this client have everything they need?

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