{ "manifest": { "format": "bisbe-api/1", "product": "Bisbe — the written-down manual, as the API describes it", "exportedAt": "2026-08-06T14:20:00.000Z", "contract": { "shape": "The resources our API returns — not the tables underneath them.", "describedIn": "docs/integration/BISBE/", "note": "These are the records as our interface hands them to a screen: one business, plain field names, a conversation carrying its own messages. How any of it is stored is ours to change without changing this, and is deliberately not described here." }, "business": { "id": "org_atlantica", "name": "Atlantica", "world": "demo", "isDemo": true, "live": false }, "totals": { "collections": 8, "records": 111, "fingerprint": "5845017851406e232d285c7c0e170a95bf1d774bbdbb223ce739310fc7ed4060" }, "scope": { "saw": "all", "meaning": "Everything in this business's records. You are the owner of it, or this is the shared demo world, which has no private half.", "omitted": [] }, "files": [ { "file": "resources/01-roles.json", "collection": "roles", "what": "Who the manual is organised for — owner, rep, office, books, customer, partner.", "records": 6, "fields": [ "kind", "id", "label", "blurb" ], "fingerprint": "1cfc54f4e3334193127b0fac28ec9475596f414a54fc3aaad2517d82d140c730", "fencedBy": "this business's own set" }, { "file": "resources/02-procedures.json", "collection": "procedures", "what": "The manual. One record per written-down procedure, with its body and its version history.", "records": 29, "fields": [ "kind", "id", "title", "section", "roles", "audience", "pageKind", "version", "confirmedAt", "confirmedBy", "status", "body", "history", "keywords", "covers" ], "fingerprint": "034cee03137337c35e595fbb27bc4875c9460aadc9f5c96435a70c3854603474", "fencedBy": "this business's manual" }, { "file": "resources/03-rules.json", "collection": "rules", "what": "Rules the owner stated in plain words, and Bisbe's read-back of each one.", "records": 1, "fields": [ "kind", "id", "said", "heard", "statedAt", "statedByRole" ], "fingerprint": "cc7fcbdd66f50133a498e44073612ab23b1b77f16b9188c93c0e46708f0c1818", "fencedBy": "stated inside this business" }, { "file": "resources/04-conversations.json", "collection": "conversations", "what": "Somebody asked, and this is where the answer happened. Each conversation carries its own messages.", "records": 30, "fields": [ "kind", "id", "channel", "askerName", "about", "askerUserId", "askerRole", "subject", "openedAt", "messages", "state", "ownerNotified", "learnedProcedureId", "etaAt", "etaSetAt", "ownerUserId", "workType", "workSource", "workSourceRef", "customerFacing", "customerVisibleFields", "notes", "needsAttention", "feedbackSubtype", "doneAt", "doneBy", "droppedAt", "droppedReason", "droppedBy", "reopenedAt", "reopenedBy" ], "fingerprint": "feb308b0366bf8cad8f59ef5d3e4aa023ec18323592ace3cfbc5ef17ed3c0476", "fencedBy": "opened inside this business" }, { "file": "resources/05-links.json", "collection": "links", "what": "What taught what — which rule updated which page, which conversation taught which page.", "records": 3, "fields": [ "from", "to", "kind", "at" ], "fingerprint": "124e1b121bc29509a2dab5d217da503c50d4f0e7b50ff635e65bef6a4eeea68a", "fencedBy": "both ends are records of this business" }, { "file": "resources/06-pending-changes.json", "collection": "pendingChanges", "what": "Changes waiting on the owner's say-so. Nothing enters the manual un-released.", "records": 6, "fields": [ "id", "targetProcedureId", "targetTitle", "targetSection", "targetRoles", "targetAudience", "targetPageKind", "changeKind", "fromVersion", "toVersion", "draftLines", "summary", "sourceKind", "sourceId", "coversTriggers", "status", "modifyNotes", "revision", "queuedAt", "releasedAt", "releasedBy", "releasedByDutyId", "etaAt", "etaSetAt", "ownerUserId" ], "fingerprint": "32f1e33b65355f9fc8553aa8ada72120078b57027a2fbb1c08e277a55f01afdb", "fencedBy": "queued against this business's manual" }, { "file": "resources/07-notifications.json", "collection": "notifications", "what": "What Bisbe told somebody, and whether they have read it yet.", "records": 32, "fields": [ "id", "at", "audience", "kind", "threadId", "text", "read" ], "fingerprint": "f69753625e417fc40150fd1326e48b79f18f69ef4ae5f64aa54cfe87cc9349ce", "fencedBy": "addressed to people in this business" }, { "file": "resources/08-escalations.json", "collection": "escalations", "what": "Questions that always go to a person, never to an answer. Committed data, not a judgment.", "records": 4, "fields": [ "id", "phrases", "reason" ], "fingerprint": "7e017e07d64e2c26ffe2c87f8b709926e9539fec895591e1c1b62a2c55a51933", "fencedBy": "this business's own guards" } ], "nestedShapes": { "messages": [ "id", "at", "from", "text", "systemEvent", "authorName", "authorUserId", "receipts", "escalationReason" ], "receipts": [ "procedureId", "title", "version", "confirmedAt", "stale" ], "procedureVersions": [ "version", "at", "note", "learnedFromThreadId", "fromRuleId", "fromProposalId", "byUserId", "byDutyId" ], "subject": [ "type", "id" ] }, "notes": [ "One business. This download holds the firm you were working in when you asked for it, and nothing from any other firm you can reach.", "These are the records in the shape our interface reads them, which is the shape a published API would return. How they are stored underneath is not described here, and is free to change without changing this.", "A conversation carries its own messages, because that is how the API hands one to a screen.", "A field that has no value is left out rather than written as empty. An empty list is [], not missing.", "Suggestions your assistant made — the ones waiting on your word, and the ones you have already approved or rejected — are not in this bundle. They are decisions taken inside one firm, and they stay there.", "These are invented records — the demonstration business, not a live one. The SHAPE is identical to a real download; the contents are fiction.", "This is the shared demo world. Everyone looking at the demo is looking at this same one, so anything you typed into it may appear in somebody else's download too. Nothing here is real, and nothing here is private.", "Customers (the other half of Bisbe) keeps its own records and has its own download. This one is the manual and the conversations about it." ] }, "resources": { "business": { "id": "org_atlantica", "name": "Atlantica", "ownerName": "Maria", "trade": "Resort-wear, wholesale · Punta Cana" }, "roles": [ { "kind": "role", "id": "owner", "label": "Maria Reyes", "blurb": "Answers what the manuals don’t cover, and releases what Bisbe learns." }, { "kind": "role", "id": "rep", "label": "Field reps", "blurb": "On the road with accounts — visits, quotes, reorders." }, { "kind": "role", "id": "office", "label": "Order desk", "blurb": "Orders, ship windows, account admin." }, { "kind": "role", "id": "books", "label": "Finance", "blurb": "Terms, invoicing, deposits, chasing." }, { "kind": "role", "id": "customer", "label": "Retail buyer", "blurb": "The B2C channel — someone who bought a piece." }, { "kind": "role", "id": "partner", "label": "Wholesale account", "blurb": "The B2B channel — a resort, gift shop or concept store that stocks us." } ], "procedures": [ { "kind": "procedure", "id": "kb-checkin", "title": "Checking in at an account", "section": "Visits", "roles": [ "rep" ], "audience": "internal", "pageKind": "procedure", "version": 5, "confirmedAt": "2026-07-22", "status": "approved", "body": [ "Check in on the app before you walk in, not after you leave.", "Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.", "Walk the floor before you open the case — see what’s selling and what’s sat there.", "Never leave without a next date in the diary." ], "history": [ { "version": 5, "at": "2026-07-22", "note": "Maria added “never leave without a next date”." }, { "version": 4, "at": "2026-03-30", "note": "Added walking the floor before opening the case." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "check in", "checkin", "arrive", "arriving", "visit", "account", "do first", "first", "buyer", "walk in", "front of house" ] }, { "kind": "procedure", "id": "kb-visit-notes", "title": "What goes in a visit note", "section": "Visits", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 4, "confirmedAt": "2026-08-06", "status": "approved", "body": [ "Account, who you saw, and what they actually said — in their words, not a summary.", "What they’re low on, even if they didn’t order it.", "Anything they complained about, however small.", "Write it the same day. A note written Friday about Tuesday is a guess.", "A visit note names the person you actually spoke to, not just the account." ], "history": [ { "version": 4, "at": "2026-08-06", "note": "Update What goes in a visit note to v4 — adding 1 line from the rule you stated.", "fromRuleId": "rule-maria-rule-visit-note-1" }, { "version": 3, "at": "2026-06-18", "note": "Maria added “write it the same day”." }, { "version": 2, "at": "2026-01-15", "note": "Added recording what they’re low on even without an order." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "note", "visit", "account", "actually", "after", "goe", "log", "name", "person", "record", "spoke", "summary", "write" ] }, { "kind": "procedure", "id": "kb-draft-order", "title": "Turning a visit into a draft order", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 4, "confirmedAt": "2026-07-02", "status": "approved", "body": [ "Raise the draft while you’re still in the car park — not that night.", "Sizes come from what they told you, never from last season’s split.", "Put the ship window on the draft before anyone sees a price.", "A draft is not an order. It goes nowhere until it’s approved." ], "history": [ { "version": 4, "at": "2026-07-02", "note": "Maria added the ship window before price." }, { "version": 3, "at": "2026-02-20", "note": "Sizes come from the buyer, not last season." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "draft", "draft order", "write the order", "raise an order", "convert", "quote to order", "sizes", "size split" ] }, { "kind": "procedure", "id": "kb-approve-order", "title": "Who approves an order before it’s sent", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 3, "confirmedAt": "2026-05-11", "status": "approved", "body": [ "Anything under twenty thousand, the order desk approves.", "Over twenty thousand, or any first order from a new account, comes to Maria.", "A changed size split after approval is a new approval, not an edit.", "Nothing is sent to the buyer before it is approved. Nothing." ], "history": [ { "version": 3, "at": "2026-05-11", "note": "Maria set the twenty-thousand line and named new accounts." }, { "version": 2, "at": "2025-12-02", "note": "Added that a changed split needs re-approval." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "approve", "approval", "sign off", "send the order", "who approves", "authorise" ] }, { "kind": "procedure", "id": "kb-reorder-text", "title": "Reorders that come in by text", "section": "Orders", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 2, "confirmedAt": "2026-01-27", "status": "needs-confirming", "body": [ "A text is a request, not an order. It gets raised as a draft like anything else.", "Read the sizes back to them before you raise it.", "If they say “same as last time”, say what last time was in the reply.", "Never take a reorder from anyone but the named buyer." ], "history": [ { "version": 2, "at": "2026-01-27", "note": "Maria added reading the sizes back." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "reorder", "text", "whatsapp", "message", "repeat order", "same again", "quick order" ] }, { "kind": "procedure", "id": "kb-tiers", "title": "Pricing tiers — who gets which", "section": "Pricing & terms", "roles": [ "rep", "office", "books" ], "audience": "internal", "pageKind": "procedure", "version": 6, "confirmedAt": "2026-06-30", "status": "approved", "body": [ "Resorts and clubs sit on the resort tier. Gift shops and concept stores do not.", "A tier is set when the account opens and doesn’t move because someone asked nicely.", "Moving an account up a tier is Maria’s, and it needs a reason written down.", "Never quote a tier price to an account that isn’t on that tier — not even as an example." ], "history": [ { "version": 6, "at": "2026-06-30", "note": "Maria banned quoting another tier’s price as an example." }, { "version": 5, "at": "2026-02-14", "note": "Added that a tier move needs a written reason." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "tier", "tiers", "pricing", "price", "wholesale", "resort", "boutique", "which tier", "rung" ] }, { "kind": "procedure", "id": "kb-discounts", "title": "Discounts & what needs Maria", "section": "Pricing & terms", "roles": [ "rep", "office", "books" ], "audience": "internal", "pageKind": "procedure", "version": 3, "confirmedAt": "2026-03-02", "status": "approved", "body": [ "The tier is the discount. There isn’t a second one on top of it.", "Freight can be thrown in on an order over twenty thousand — that’s the only lever a rep has.", "Anything past that is Maria’s, and she wants to hear it before the buyer does.", "Never discount to close in the room." ], "history": [ { "version": 3, "at": "2026-03-02", "note": "Maria listed what always needs her OK before it’s offered." }, { "version": 2, "at": "2025-11-12", "note": "Freight named as the one lever a rep holds." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "discount", "discounts", "percent", "off", "reduction", "deal", "match", "beat", "give a discount", "give them a discount", "how much discount", "can i discount", "money off", "10%", "15%", "20%", "knock off" ] }, { "kind": "procedure", "id": "kb-terms", "title": "Payment terms & freight", "section": "Pricing & terms", "roles": [ "office", "books" ], "audience": "internal", "pageKind": "procedure", "version": 4, "confirmedAt": "2026-07-09", "status": "approved", "body": [ "Net 30 is the standard. Net 60 exists and is Maria’s to give.", "Freight is included on the resort tier and quoted separately on everything else.", "Terms live on the account, not on the order — if they differ, the account wins.", "A term agreed in a room and not written on the account did not happen." ], "history": [ { "version": 4, "at": "2026-07-09", "note": "Maria added “if they differ, the account wins”." }, { "version": 3, "at": "2026-03-03", "note": "Freight split by tier." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "terms", "net 30", "payment terms", "freight", "shipping cost", "carriage", "pay" ] }, { "kind": "procedure", "id": "kb-deposits", "title": "Deposits on a first order", "section": "Pricing & terms", "roles": [ "office", "books" ], "audience": "internal", "pageKind": "procedure", "version": 2, "confirmedAt": "2025-10-08", "status": "needs-confirming", "body": [ "A new account pays half up front on its first order.", "The deposit covers the make, not the freight.", "No deposit, nothing goes into the run — however good the meeting was." ], "history": [ { "version": 2, "at": "2025-10-08", "note": "Maria set half up front on a first order." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "deposit", "deposits", "first order", "new account", "up front", "prepay" ] }, { "kind": "procedure", "id": "kb-invoicing", "title": "Invoicing & chasing", "section": "Pricing & terms", "roles": [ "books" ], "audience": "internal", "pageKind": "procedure", "version": 5, "confirmedAt": "2026-07-09", "status": "approved", "body": [ "Invoice goes out the day the shipment leaves, not the day it lands.", "First reminder at fourteen days, second at twenty-one.", "A disputed line is held, not chased — that comes to Maria.", "Nothing goes to a collector without Maria saying so." ], "history": [ { "version": 5, "at": "2026-07-09", "note": "Maria changed how long we wait before the second reminder." }, { "version": 4, "at": "2026-04-03", "note": "Added what to do when an account disputes a line." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "invoice", "invoicing", "chase", "chasing", "reminder", "overdue", "disputed", "collector", "unpaid" ] }, { "kind": "procedure", "id": "kb-ship-window", "title": "Ship windows & what we promise", "section": "Shipping", "roles": [ "rep", "office", "partner" ], "audience": "internal", "pageKind": "procedure", "version": 7, "confirmedAt": "2026-07-28", "status": "approved", "body": [ "We promise the window on the batch, never a date.", "The window is the batch date plus ten working days to the island.", "If the batch moves, the account hears it from us the same day — not from the tracking.", "Never promise a window that isn’t on the batch board." ], "history": [ { "version": 7, "at": "2026-07-28", "note": "Maria added “they hear it from us the same day”." }, { "version": 6, "at": "2026-05-15", "note": "Ten working days to the island written in." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "ship", "ship window", "shipping", "delivery", "when will it arrive", "lead time", "batch", "run" ] }, { "kind": "procedure", "id": "kb-short-batch", "title": "When a batch runs short", "section": "Shipping", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 3, "confirmedAt": "2026-06-02", "status": "approved", "body": [ "Tell the account before they notice it on the packing list.", "Whoever ordered first gets the units — not whoever shouts loudest.", "Offer the next batch date, in writing, in the same message.", "Never split an account’s size run to make the numbers work." ], "history": [ { "version": 3, "at": "2026-06-02", "note": "Maria added never splitting a size run." }, { "version": 2, "at": "2026-01-09", "note": "First-ordered-first-served written down after the Batch 05 week." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "short", "shortfall", "runs short", "not enough", "allocation", "split the shipment", "backorder", "partial" ] }, { "kind": "procedure", "id": "kb-returns", "title": "Returns from a wholesale account", "section": "Shipping", "roles": [ "office", "books", "partner" ], "audience": "internal", "pageKind": "procedure", "version": 4, "confirmedAt": "2026-04-16", "status": "approved", "body": [ "A mispick or a transit damage goes back at our cost, and we don’t argue about it.", "Anything else needs Maria before a label is sent.", "Photograph the carton and the piece before it moves.", "A return is not a credit. The credit is a separate decision." ], "history": [ { "version": 4, "at": "2026-04-16", "note": "Maria separated the return from the credit." }, { "version": 3, "at": "2025-12-20", "note": "Added photographing the carton." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "return", "returns", "send back", "wrong item", "mispick", "damaged in transit", "rma" ] }, { "kind": "procedure", "id": "kb-quality", "title": "Quality claims — what’s covered", "section": "Quality", "roles": [ "rep", "office", "customer", "partner" ], "audience": "public", "pageKind": "knowledge-base", "version": 3, "confirmedAt": "2026-02-06", "status": "approved", "body": [ "A seam or a stitch that fails inside a year is ours — replaced, not repaired.", "Colour fade from sun or chlorine is not a fault; it’s in the care label.", "Shrinkage over one size after a cold wash is ours.", "What’s covered is a rule. What someone bought and when is a record — look it up, never guess it." ], "history": [ { "version": 3, "at": "2026-02-06", "note": "Maria wrote out what’s covered and for how long, after the Batch 03 seams." }, { "version": 2, "at": "2025-11-08", "note": "Added the one-year line." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "quality", "covered", "warranty", "guarantee", "fault", "faulty", "stitching", "come away", "coming apart", "shoulder", "unstitched", "split seam", "seam", "colour", "fade", "shrink", "defect", "replaced" ] }, { "kind": "procedure", "id": "kb-fault-evidence", "title": "Reporting a fault — what to send", "section": "Quality", "roles": [ "rep", "office", "customer", "partner" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-03-18", "status": "approved", "body": [ "Photograph the piece flat, in daylight, with the fault in frame — not a close-up on its own, we need to see where on the garment it sits.", "Send the lot ticket sewn inside the side pocket. Without it we are guessing which run it came from.", "Say what happened before it failed: worn, washed, still in the box. It changes nothing about what is covered — it tells the factory where to look.", "Keep the piece until you hear back. Nothing goes in the bin while a claim is open.", "This page is what to SEND. What is covered is its own page, and what happens next is the order desk's to tell you." ], "history": [ { "version": 2, "at": "2026-03-18", "note": "Maria added the lot ticket after two claims arrived with no way to trace the run." }, { "version": 1, "at": "2025-10-02", "note": "Written after the first season of claims came in as text messages with no photos." } ], "keywords": [ "report a fault", "what to send", "photo", "photos", "picture", "evidence", "lot ticket", "care label", "faulty piece", "how do i report" ] }, { "kind": "procedure", "id": "kb-new-account", "title": "Opening a new wholesale account", "section": "Partners", "roles": [ "rep", "office", "books", "partner" ], "audience": "public", "pageKind": "knowledge-base", "version": 3, "confirmedAt": "2026-05-21", "status": "approved", "body": [ "A shop becomes an account when Maria has met them or walked the floor herself. A rep can start it; she finishes it.", "Take the trading name, the tax number, the delivery address and the person who actually signs off orders — that last one is the one people forget.", "First order is on deposit terms until three orders have been paid on time. That is not a judgement of anybody; it is the same for everyone.", "Set the tier at opening. Moving somebody up later is easy and moving them down is not, so start where the volume actually is.", "Send the lookbook and the current ship windows the same day. An account that waits a week for a lookbook has already met somebody else's rep." ], "history": [ { "version": 3, "at": "2026-05-21", "note": "Maria added the signs-off-orders contact after a season of orders bouncing at the wrong desk." }, { "version": 2, "at": "2026-01-15", "note": "Deposit terms written down instead of decided case by case." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "new account", "open an account", "new stockist", "new boutique", "sign up a shop", "first order", "trading terms", "onboard" ] }, { "kind": "procedure", "id": "kb-samples", "title": "Sample requests", "section": "Samples", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 2, "confirmedAt": "2026-06-12", "status": "approved", "body": [ "Samples go to a named buyer at a named account, never to a person.", "Two pieces per account per season, and they’re logged like an order.", "A sample that isn’t logged is stock that walked.", "Anything past two is Maria’s call." ], "history": [ { "version": 2, "at": "2026-06-12", "note": "Learned from Ana’s question — Maria set the two-per-season limit and the logging rule.", "learnedFromThreadId": "th-ana-samples" }, { "version": 1, "at": "2025-10-20", "note": "Written from what Maria told the order desk on the phone." } ], "keywords": [ "sample", "samples", "sample request", "send one", "try it", "showroom piece", "sales sample", "how many samples", "leave samples", "leave a sample", "a couple of samples", "how many can i leave", "two per season", "sample limit" ] }, { "kind": "procedure", "id": "kb-partner-ordering", "title": "How an account orders for itself", "section": "Partners", "roles": [ "office", "partner" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-04-09", "status": "approved", "body": [ "Send the reorder in here and it lands on the order desk the same hour.", "Piece, colourway, sizes and the ship window you need — all four.", "Anything sent after 4pm island time is next working day.", "Your rep sees it too, so you never have to send it twice." ], "history": [ { "version": 2, "at": "2026-04-09", "note": "Maria set the 4pm cut-off and what has to be on the request." }, { "version": 1, "at": "2026-01-16", "note": "Written after the first self-serve reorder week." } ], "keywords": [ "order yourself", "place an order", "portal", "reorder ourselves", "account login", "self serve", "how do we order" ] }, { "kind": "procedure", "id": "kb-stock-check", "title": "Checking stock before you promise it", "section": "Systems", "roles": [ "rep", "office" ], "audience": "internal", "pageKind": "procedure", "version": 4, "confirmedAt": "2026-07-15", "status": "approved", "body": [ "Check on hand AND reserved. On hand alone has sold pieces in it.", "A number older than an hour is not a number — refresh it.", "Reserve it as you promise it, in the same minute.", "If it isn’t reserved, you didn’t promise it — you hoped." ], "history": [ { "version": 4, "at": "2026-07-15", "note": "Maria added “reserve it as you promise it”." }, { "version": 3, "at": "2026-02-28", "note": "Added the one-hour freshness line." }, { "version": 1, "at": "2025-09-04", "note": "Written from Maria’s ten-question interview." } ], "keywords": [ "stock", "on hand", "availability", "available", "check stock", "how many", "units", "reserved", "inventory" ] }, { "kind": "procedure", "id": "kb-conditional", "title": "What “conditional” means on a piece", "section": "Systems", "roles": [ "rep", "office" ], "audience": "internal", "version": 2, "confirmedAt": "2026-05-30", "status": "approved", "body": [ "Available means you can sell it today.", "Restock means it’s coming and the batch date is the promise, not the piece.", "Conditional means it only runs if the season’s minimum is hit — so you may show it, you may not promise it.", "If you’ve shown a conditional piece, say the word “conditional” out loud in the room." ], "history": [ { "version": 2, "at": "2026-05-30", "note": "Maria added saying the word out loud in the room." }, { "version": 1, "at": "2026-02-01", "note": "Written after the Wave-script Overshirt confusion." } ], "keywords": [ "conditional", "restock", "status", "available", "discontinued", "what does conditional mean", "piece status" ] }, { "kind": "procedure", "id": "kb-retail-delivery", "title": "When your order reaches you", "section": "Shipping", "roles": [ "customer", "office" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-07-24", "status": "approved", "body": [ "If the piece is in stock it leaves us inside two working days, and the tracking goes to you the hour it goes.", "Anything not in stock is on a batch, and a batch has a window rather than a date — the order desk tells you which one you are on.", "Island addresses are two to three working days once it has left. Everywhere else is seven to ten.", "If the tracking has not moved in three working days, tell us. We chase the courier — you should not have to." ], "history": [ { "version": 2, "at": "2026-07-24", "note": "Maria put the chasing on us, after a week of customers doing it for themselves." }, { "version": 1, "at": "2026-03-05", "note": "Written for the retail side. The batch page is written for accounts and says so." } ], "keywords": [ "delivery", "deliver", "delivered", "how long does delivery take", "how long", "arrive", "arrives", "when will it arrive", "dispatch", "posted", "tracking", "courier", "days" ] }, { "kind": "procedure", "id": "kb-partner-ship-window", "title": "When your order ships", "section": "Shipping", "roles": [ "partner", "office" ], "audience": "public", "pageKind": "knowledge-base", "version": 1, "confirmedAt": "2026-04-30", "status": "approved", "body": [ "Your order goes on a batch, and what we promise is that batch's window — never a single date.", "The window is the batch date plus ten working days to the island.", "If the batch moves you hear it from us the same day. You should never find that out from the tracking.", "Ask the order desk which batch you are on and they will tell you. Nobody here has to guess at it." ], "history": [ { "version": 1, "at": "2026-04-30", "note": "Written so an account can be told its window without a rep in the room." } ], "keywords": [ "ship window", "when does it ship", "when will it arrive", "how long until it arrives", "how long", "batch", "lead time", "shipping", "dispatch", "arrive", "window", "delivery" ] }, { "kind": "procedure", "id": "kb-sizing", "title": "How our pieces are cut", "section": "Sizing & care", "roles": [ "customer", "partner", "rep" ], "audience": "public", "pageKind": "product-support", "version": 3, "confirmedAt": "2026-06-25", "status": "approved", "body": [ "The pieces run true to the size on the label. The resort shirts and the overshirts are cut loose, on purpose.", "Between two sizes, take the smaller one in an overshirt and the larger one in a dress.", "The measurement on the care label is the garment laid flat, not the body it is meant to fit.", "Shrinking by more than a size after a cold wash is ours. That is the quality page, not this one." ], "history": [ { "version": 3, "at": "2026-06-25", "note": "Maria wrote down which way to go between two sizes, after a season of exchanges." }, { "version": 2, "at": "2026-02-19", "note": "Said out loud that the label measurement is the garment flat, not the body." }, { "version": 1, "at": "2025-11-27", "note": "Written from the questions the order desk was answering twice a day." } ], "keywords": [ "size", "sizes", "sizing", "what size", "which size", "size guide", "fit", "fits", "true to size", "runs small", "runs large", "between sizes", "measurements", "cut", "length" ] }, { "kind": "procedure", "id": "kb-care", "title": "Looking after a piece", "section": "Sizing & care", "roles": [ "customer", "partner" ], "audience": "public", "pageKind": "product-support", "version": 2, "confirmedAt": "2026-05-08", "status": "approved", "body": [ "Cold wash, inside out, on its own the first time. Nothing we make goes in a hot machine.", "Never tumble dry it. Dry it flat and in the shade — the sun is what takes the colour, not the wash.", "Rinse salt and chlorine out the same day. Left in, they do exactly the fading the care label warns about.", "No bleach and no softener. Softener is what flattens the weave on the linen, and it does not come back." ], "history": [ { "version": 2, "at": "2026-05-08", "note": "Maria added rinsing the same day, after the chlorine claims in April." }, { "version": 1, "at": "2025-11-27", "note": "The care label written out in full, so nobody has to go and find the label." } ], "keywords": [ "care", "wash", "washing", "washed", "machine", "laundry", "dry", "tumble dry", "iron", "shrink", "shrinks", "fade", "colour", "bleach", "softener", "chlorine", "salt", "linen" ] }, { "kind": "procedure", "id": "kb-change-of-mind", "title": "Changing your mind about a piece", "section": "Shipping", "roles": [ "customer" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-06-04", "status": "approved", "body": [ "Unworn, with the lot ticket still on it, inside twenty-one days — send it back and we exchange it.", "The postage back is yours unless the piece is faulty. A fault is not a change of mind, and it has its own page.", "A piece bought in a sale is an exchange, never a return.", "Money going back onto a card is Maria's call every time. Tell us what happened and she hears it the same day." ], "history": [ { "version": 2, "at": "2026-06-04", "note": "Maria separated a change of mind from a fault — they were arriving in one message." }, { "version": 1, "at": "2026-01-22", "note": "Written for the retail side. The wholesale returns page is a different page and stays inside." } ], "keywords": [ "send it back", "send back", "sending it back", "exchange", "change my mind", "changed my mind", "wrong size", "does not fit", "doesnt fit", "swap", "twenty-one days", "unworn", "return it" ] }, { "kind": "procedure", "id": "kb-minimum-order", "title": "The smallest order we take", "section": "Partners", "roles": [ "partner", "rep", "office" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-05-21", "status": "approved", "body": [ "A first order is thirty-six pieces, across at least two styles. That is the whole of the minimum.", "After that there is no minimum on anything we hold in stock — order six if six is what you need.", "A conditional piece is the exception. It only runs if the season's minimum is hit, so it cannot be ordered on its own.", "Freight sits outside the minimum. Whether it is included depends on your tier, and the order desk will tell you which you are on." ], "history": [ { "version": 2, "at": "2026-05-21", "note": "Maria wrote the reorder half down, after three accounts asked whether the minimum applied every time." }, { "version": 1, "at": "2026-01-30", "note": "Written when the first boutiques opened accounts." } ], "keywords": [ "minimum", "minimum order", "smallest order", "smallest first order", "how many pieces", "moq", "order size", "minimum quantity", "how much do we have to order" ] }, { "kind": "procedure", "id": "kb-reach-a-person", "title": "Getting hold of a person", "section": "Getting hold of us", "roles": [ "customer", "partner", "office" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-07-16", "status": "approved", "body": [ "The order desk is open eight to five, island time, Monday to Friday. Anything after five is answered first thing.", "Have the account name or the order number with you. For a fault, have the lot ticket and the photographs.", "Bisbe answers what Maria has written down and hands everything else to a person the same day — and you can see that it has.", "A day and a time for a visit is Maria's diary. Nobody else here will promise you one." ], "history": [ { "version": 2, "at": "2026-07-16", "note": "Maria added what to have ready, after too many calls that had to be made twice." }, { "version": 1, "at": "2026-02-11", "note": "Written so nobody has to work out how to reach us." } ], "keywords": [ "contact", "contact you", "phone", "call", "email", "speak to someone", "speak to a person", "talk to a person", "talk to someone", "human", "hours", "opening hours", "get hold of", "reach you", "who do i ask" ] }, { "kind": "procedure", "id": "kb-order-status", "title": "Where your order has got to", "section": "Shipping", "roles": [ "customer", "partner", "office" ], "audience": "public", "pageKind": "knowledge-base", "version": 2, "confirmedAt": "2026-07-16", "status": "approved", "body": [ "The tracking goes out the hour the parcel leaves us, to the address on the order.", "If it is on a batch and the batch moves, we tell you the same day. You never find that out from the tracking.", "What you ordered, when, and what you paid is your record. The order desk looks it up — nothing here guesses at it.", "Nothing is chased on a Sunday. If it goes late on a Friday it is chased on Monday, and we tell you that rather than going quiet." ], "history": [ { "version": 2, "at": "2026-07-16", "note": "Maria added what happens over a weekend, because going quiet was the actual complaint." }, { "version": 1, "at": "2026-03-05", "note": "Written beside the delivery page, for the question that always comes after it." } ], "keywords": [ "order status", "status", "tracking", "track it", "has it shipped", "has it left", "parcel", "delayed", "late", "has not arrived", "still waiting", "update" ] }, { "kind": "procedure", "id": "kb-redirect", "title": "Redirecting a parcel", "section": "Shipping", "roles": [ "office" ], "audience": "internal", "pageKind": "procedure", "version": 1, "confirmedAt": "2026-08-06", "status": "approved", "body": [ "We redirect it once, at our cost, if they tell us the same day the label was printed.", "After that the redirect is theirs to pay for, and we tell them what it costs before we move it.", "Never send a parcel on a second time without putting the new address in writing back to them." ], "history": [ { "version": 1, "at": "2026-08-06", "note": "Write a new page, Redirecting a parcel (Shipping) — 3 lines from Nuria Beltrán’s question.", "learnedFromThreadId": "th-nuria-redirect" } ], "keywords": [ "parcel", "redirect", "address", "cost", "pay", "tell", "after", "back", "before", "customer", "day", "gave", "label", "move", "never", "new" ] } ], "rules": [ { "kind": "rule", "id": "rule-maria-rule-visit-note-1", "said": "A visit note names the person you actually spoke to, not just the account.", "heard": "I’ll write this in your words, exactly as you said it, on 3 pages. Nothing changes until you release it.", "statedAt": "2026-08-06T07:52:00.000Z", "statedByRole": "owner" } ], "conversations": [ { "kind": "thread", "id": "th-james-checkin", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "What do I do first when I get to an account?", "openedAt": "2026-08-05T13:12:00.000Z", "messages": [ { "id": "m-james-checkin-1", "at": "2026-08-05T13:12:00.000Z", "from": "asker", "text": "What do I do first when I get to an account?" }, { "id": "m-james-checkin-2", "at": "2026-08-05T13:12:03.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Check in on the app before you walk in, not after you leave.”\n“Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.”\n“Walk the floor before you open the case — see what’s selling and what’s sat there.”", "receipts": [ { "procedureId": "kb-checkin", "title": "Checking in at an account", "version": 5, "confirmedAt": "2026-07-22", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": true }, { "kind": "thread", "id": "th-ravi-reorder", "channel": "internal", "askerName": "Ravi Patel", "askerRole": "rep", "subject": "A buyer just texted me a reorder — do I need anything else from her?", "openedAt": "2026-08-05T16:40:00.000Z", "messages": [ { "id": "m-ravi-reorder-1", "at": "2026-08-05T16:40:00.000Z", "from": "asker", "text": "A buyer just texted me a reorder — do I need anything else from her?" }, { "id": "m-ravi-reorder-2", "at": "2026-08-05T16:40:04.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“A text is a request, not an order. It gets raised as a draft like anything else.”\n“Read the sizes back to them before you raise it.”\n“If they say ‘same as last time’, say what last time was in the reply.”\n\nOne straight thing: nobody has confirmed that page since 27 Jan 2026, so I’ve flagged it for Maria to check. Still Maria’s words — just not recently checked.", "receipts": [ { "procedureId": "kb-reorder-text", "title": "Reorders that come in by text", "version": 2, "confirmedAt": "2026-01-27", "stale": true } ] } ], "state": "answered-by-atlas", "ownerNotified": true }, { "kind": "thread", "id": "th-james-refund", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "Casa Marejada wants a refund on the overshirts that came in wrong. What do I tell them?", "openedAt": "2026-08-06T09:02:00.000Z", "messages": [ { "id": "m-james-refund-1", "at": "2026-08-06T09:02:00.000Z", "from": "asker", "text": "Casa Marejada wants a refund on the overshirts that came in wrong. What do I tell them?" }, { "id": "m-james-refund-2", "at": "2026-08-06T09:02:02.000Z", "from": "atlas", "text": "I’m not going to guess at this one. It’s with Maria now, and her answer comes straight back to you here. Everything you say next stays in this conversation, so nothing gets lost.", "escalationReason": "Money going back after a shipment always goes to Maria — no procedure decides that one." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "question" }, { "kind": "thread", "id": "th-lucia-quality", "channel": "b2c", "askerName": "Lucía Ferrer", "askerRole": "customer", "subject": "The stitching on the Wave Overshirt I bought has come away at the shoulder. Is that covered?", "openedAt": "2026-08-06T08:15:00.000Z", "messages": [ { "id": "m-lucia-1", "at": "2026-08-06T08:15:00.000Z", "from": "asker", "text": "The stitching on the Wave Overshirt I bought has come away at the shoulder. Is that covered?" }, { "id": "m-lucia-2", "at": "2026-08-06T08:15:05.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo the rule covers you. What I won’t do is tell you your own purchase date or whether your size is on the shelf — that’s Atlantica’s record, not a procedure, and I’ve passed it to the order desk with what I have.", "receipts": [ { "procedureId": "kb-quality", "title": "Quality claims — what’s covered", "version": 3, "confirmedAt": "2026-02-06", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": true }, { "kind": "thread", "id": "th-casamareas-ordering", "channel": "b2b", "askerName": "Elena Duarte · Casa Mareas", "about": { "type": "account", "id": "acct_5592" }, "askerRole": "partner", "subject": "How do we place a reorder ourselves instead of waiting for the rep?", "openedAt": "2026-08-04T17:30:00.000Z", "messages": [ { "id": "m-casa-1", "at": "2026-08-04T17:30:00.000Z", "from": "asker", "text": "How do we place a reorder ourselves instead of waiting for the rep?" }, { "id": "m-casa-2", "at": "2026-08-04T17:30:04.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Send the reorder in here and it lands on the order desk the same hour.”\n“Piece, colourway, sizes and the ship window you need — all four.”\n“Anything sent after 4pm island time is next working day.”\n“Your rep sees it too, so you never have to send it twice.”", "receipts": [ { "procedureId": "kb-partner-ordering", "title": "How an account orders for itself", "version": 2, "confirmedAt": "2026-04-09", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": true }, { "kind": "thread", "id": "th-marisol-batch-claim", "channel": "b2b", "askerName": "Marisol Vega · Marisol’s Beachwear", "about": { "type": "claim", "id": "clm_1042" }, "askerRole": "partner", "subject": "Twelve of the Wave Overshirts on our last order have opened at the side seam. What happens on a whole run?", "openedAt": "2026-08-06T09:20:00.000Z", "messages": [ { "id": "m-marisol-1", "at": "2026-08-06T09:20:00.000Z", "from": "asker", "text": "Twelve of the Wave Overshirts on our last order have opened at the side seam — same place on every one, so it isn’t the customers. We’ve pulled them off the floor in Higüey. The order desk filed it as claim 1042 when I rang, but nobody could tell me what happens when it’s a whole run rather than one piece. Do we send them back, and are we invoiced for the replacements?" }, { "id": "m-marisol-2", "at": "2026-08-06T09:20:06.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo each of those pieces is covered. Two things I won’t answer: what was on your last order is Atlantica’s record, not a procedure — and nothing written down says how a whole run is handled on a wholesale account rather than one garment. That part is with Maria.", "receipts": [ { "procedureId": "kb-quality", "title": "Quality claims — what’s covered", "version": 3, "confirmedAt": "2026-02-06", "stale": false } ], "escalationReason": "The page covers a single piece. A whole run on a wholesale account — whether it ships back, and who carries the replacements — is not written down." } ], "state": "waiting-on-owner", "ownerNotified": true, "workType": "job" }, { "kind": "thread", "id": "th-james-mill-backorder", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "The mill has our replacement dye lot on backorder. How do we chase a supplier for a late lot?", "openedAt": "2026-08-06T10:05:00.000Z", "messages": [ { "id": "m-james-mill-1", "at": "2026-08-06T10:05:00.000Z", "from": "asker", "text": "I rang the mill about the replacement run for claim 1042 and they have the whole dye lot on backorder — they wouldn’t give me a date on the phone. Is there anything written down about chasing a supplier for a late lot, and what am I allowed to promise the account while we wait?" }, { "id": "m-james-mill-2", "at": "2026-08-06T10:05:04.000Z", "from": "atlas", "text": "Two halves, and I can only answer one of them.\n\nChasing a supplier: nothing written down covers it. Atlantica’s manual is about how you serve your accounts — there is no page about suppliers at all, so I’m not going to guess. It’s with Maria now.\n\nWhat you may tell the account IS written down. Maria’s words:\n\n“Tell the account before they notice it on the packing list.”\n“Offer the next batch date, in writing, in the same message.”\n\nSo the short-batch page carries the half you can act on today, and the mill half is with Maria.", "receipts": [ { "procedureId": "kb-short-batch", "title": "When a batch runs short", "version": 3, "confirmedAt": "2026-06-02", "stale": false } ], "escalationReason": "Nothing written down covers chasing a supplier — the manual has no supplier pages, and the mill conversation happened on the phone, outside Bisbe entirely." } ], "state": "waiting-on-owner", "ownerNotified": true, "workType": "problem" }, { "kind": "thread", "id": "th-ana-samples", "channel": "internal", "askerName": "Ana López", "askerRole": "rep", "subject": "Can I leave a couple of samples with a buyer who hasn’t ordered yet?", "openedAt": "2026-06-12T15:02:00.000Z", "messages": [ { "id": "m-ana-1", "at": "2026-06-12T15:02:00.000Z", "from": "asker", "text": "Can I leave a couple of samples with a buyer who hasn’t ordered yet?" }, { "id": "m-ana-2", "at": "2026-06-12T15:02:02.000Z", "from": "atlas", "text": "Nothing written down covers leaving samples with a buyer who hasn’t ordered. It’s with Maria.", "escalationReason": "No procedure covered where samples can go." }, { "id": "m-ana-3", "at": "2026-06-12T15:19:00.000Z", "from": "owner", "text": "Two pieces per account per season, and they’re logged like an order. A sample that isn’t logged is stock that walked. Anything past two is my call." }, { "id": "m-ana-4", "at": "2026-06-12T15:41:00.000Z", "from": "atlas", "text": "That’s in the manual now — Sample requests, v2. Next time somebody asks, I answer it myself.", "receipts": [ { "procedureId": "kb-samples", "title": "Sample requests", "version": 2, "confirmedAt": "2026-06-12", "stale": false } ] } ], "state": "learned", "ownerNotified": true, "learnedProcedureId": "kb-samples", "workType": "question" }, { "kind": "thread", "id": "th-nuria-redirect", "channel": "internal", "askerName": "Nuria Beltrán", "askerRole": "office", "subject": "Do we pay to redirect a parcel when the customer gave us the wrong address?", "openedAt": "2026-07-31T10:20:00.000Z", "messages": [ { "id": "m-nuria-redirect-1", "at": "2026-07-31T10:20:00.000Z", "from": "asker", "text": "Do we pay to redirect a parcel when the customer gave us the wrong address?" }, { "id": "m-nuria-redirect-2", "at": "2026-07-31T10:20:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-nuria-redirect-answer-1", "at": "2026-07-31T16:05:00.000Z", "from": "owner", "text": "We redirect it once, at our cost, if they tell us the same day the label was printed. After that the redirect is theirs to pay for, and we tell them what it costs before we move it. Never send a parcel on a second time without putting the new address in writing back to them." }, { "id": "m-nuria-redirect-release-1", "at": "2026-08-06T07:44:00.000Z", "from": "atlas", "text": "That’s in the manual now — Redirecting a parcel, v1. Next time somebody asks, I answer it myself.", "receipts": [ { "procedureId": "kb-redirect", "title": "Redirecting a parcel", "version": 1, "confirmedAt": "2026-08-06", "stale": false } ] } ], "state": "learned", "ownerNotified": true, "learnedProcedureId": "kb-redirect", "workType": "question" }, { "kind": "thread", "id": "th-ravi-discount", "channel": "internal", "askerName": "Ravi Patel", "askerRole": "rep", "subject": "Can I give a 15% discount?", "openedAt": "2026-07-31T11:55:00.000Z", "messages": [ { "id": "m-ravi-discount-1", "at": "2026-07-31T11:55:00.000Z", "from": "asker", "text": "Can I give a 15% discount?" }, { "id": "m-ravi-discount-2", "at": "2026-07-31T11:55:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“The tier is the discount. There isn’t a second one on top of it.”\n“Never discount to close in the room.”", "receipts": [ { "procedureId": "kb-discounts", "title": "Discounts & what needs Maria", "version": 3, "confirmedAt": "2026-03-02", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-tomas-dispute", "channel": "internal", "askerName": "Tomás Aguilar", "askerRole": "books", "subject": "A line on their invoice is disputed. Do I keep chasing it?", "openedAt": "2026-08-03T13:10:00.000Z", "messages": [ { "id": "m-tomas-dispute-1", "at": "2026-08-03T13:10:00.000Z", "from": "asker", "text": "A line on their invoice is disputed. Do I keep chasing it?" }, { "id": "m-tomas-dispute-2", "at": "2026-08-03T13:10:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Invoice goes out the day the shipment leaves, not the day it lands.”\n“A disputed line is held, not chased — that comes to Maria.”", "receipts": [ { "procedureId": "kb-invoicing", "title": "Invoicing & chasing", "version": 5, "confirmedAt": "2026-07-09", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-rosa-care", "channel": "b2c", "askerName": "Rosa Quintero", "askerRole": "customer", "subject": "Can the linen shirt go in the washing machine?", "openedAt": "2026-08-03T15:30:00.000Z", "messages": [ { "id": "m-rosa-care-1", "at": "2026-08-03T15:30:00.000Z", "from": "asker", "text": "Can the linen shirt go in the washing machine?" }, { "id": "m-rosa-care-2", "at": "2026-08-03T15:30:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Cold wash, inside out, on its own the first time. Nothing we make goes in a hot machine.”\n“No bleach and no softener. Softener is what flattens the weave on the linen, and it does not come back.”", "receipts": [ { "procedureId": "kb-care", "title": "Looking after a piece", "version": 2, "confirmedAt": "2026-05-08", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-james-conditional", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "A piece says conditional. Can I promise it?", "openedAt": "2026-08-04T09:25:00.000Z", "messages": [ { "id": "m-james-conditional-1", "at": "2026-08-04T09:25:00.000Z", "from": "asker", "text": "A piece says conditional. Can I promise it?" }, { "id": "m-james-conditional-2", "at": "2026-08-04T09:25:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Restock means it’s coming and the batch date is the promise, not the piece.”\n“Conditional means it only runs if the season’s minimum is hit — so you may show it, you may not promise it.”\n“If you’ve shown a conditional piece, say the word “conditional” out loud in the room.”", "receipts": [ { "procedureId": "kb-conditional", "title": "What “conditional” means on a piece", "version": 2, "confirmedAt": "2026-05-30", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-delfina-uniform", "channel": "b2b", "askerName": "Delfina Sarmiento · Hacienda Coralina", "askerRole": "partner", "subject": "Can we hold a size run open while we measure the whole spa team?", "openedAt": "2026-08-04T12:40:00.000Z", "messages": [ { "id": "m-delfina-uniform-1", "at": "2026-08-04T12:40:00.000Z", "from": "asker", "text": "Can we hold a size run open while we measure the whole spa team?" }, { "id": "m-delfina-uniform-2", "at": "2026-08-04T12:40:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-delfina-uniform-reply-1", "at": "2026-08-05T09:05:00.000Z", "from": "asker", "text": "Fourteen people, and we would want it again every March — does that change the answer?" }, { "id": "m-delfina-uniform-reply-2", "at": "2026-08-05T09:05:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-delfina-uniform-answer-1", "at": "2026-08-05T11:20:00.000Z", "from": "owner", "text": "We hold a size run open for ten working days for a uniform order, and you tell us the split at the end of it. Fourteen is one order, not a standing one — a standing one is a different conversation and it is mine." }, { "id": "m-delfina-uniform-answer-2-1", "at": "2026-08-06T09:50:00.000Z", "from": "owner", "text": "A held run is held on the batch board, so if the batch moves, the ten days move with it — and you hear that from us the same day." } ], "state": "learning-queued", "ownerNotified": true }, { "kind": "thread", "id": "th-alba-minimum", "channel": "b2b", "askerName": "Alba Fuentes · Casa Marejada", "askerRole": "partner", "subject": "What is the smallest first order you will take?", "openedAt": "2026-08-05T10:15:00.000Z", "messages": [ { "id": "m-alba-minimum-1", "at": "2026-08-05T10:15:00.000Z", "from": "asker", "text": "What is the smallest first order you will take?" }, { "id": "m-alba-minimum-2", "at": "2026-08-05T10:15:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“A first order is thirty-six pieces, across at least two styles. That is the whole of the minimum.”\n“After that there is no minimum on anything we hold in stock — order six if six is what you need.”\n“Freight sits outside the minimum. Whether it is included depends on your tier, and the order desk will tell you which you are on.”", "receipts": [ { "procedureId": "kb-minimum-order", "title": "The smallest order we take", "version": 2, "confirmedAt": "2026-05-21", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-rosa-return", "channel": "b2c", "askerName": "Rosa Quintero", "askerRole": "customer", "subject": "I ordered the wrong size. Can I send it back and swap it?", "openedAt": "2026-08-05T14:45:00.000Z", "messages": [ { "id": "m-rosa-return-1", "at": "2026-08-05T14:45:00.000Z", "from": "asker", "text": "I ordered the wrong size. Can I send it back and swap it?" }, { "id": "m-rosa-return-2", "at": "2026-08-05T14:45:00.000Z", "from": "atlas", "text": "Maria wrote this down. Word for word:\n\n“Unworn, with the lot ticket still on it, inside twenty-one days — send it back and we exchange it.”\n“The postage back is yours unless the piece is faulty. A fault is not a change of mind, and it has its own page.”\n“Money going back onto a card is Maria's call every time. Tell us what happened and she hears it the same day.”", "receipts": [ { "procedureId": "kb-change-of-mind", "title": "Changing your mind about a piece", "version": 2, "confirmedAt": "2026-06-04", "stale": false } ] } ], "state": "answered-by-atlas", "ownerNotified": false }, { "kind": "thread", "id": "th-nuria-instalments", "channel": "internal", "askerName": "Nuria Beltrán", "askerRole": "office", "subject": "Can we split a deposit into two payments?", "openedAt": "2026-08-06T11:30:00.000Z", "messages": [ { "id": "m-nuria-instalments-1", "at": "2026-08-06T11:30:00.000Z", "from": "asker", "text": "Can we split a deposit into two payments?" }, { "id": "m-nuria-instalments-2", "at": "2026-08-06T11:30:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-nuria-instalments-back-1", "at": "2026-08-06T11:52:00.000Z", "from": "owner", "text": "Which account, and is it their first order with us?" }, { "id": "m-nuria-instalments-reply-1", "at": "2026-08-06T12:04:00.000Z", "from": "asker", "text": "Casa Duna Blanca, and yes — it is their first order. Can I tell them yes?" }, { "id": "m-nuria-instalments-reply-2", "at": "2026-08-06T12:04:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-nuria-instalments-answer-1", "at": "2026-08-06T12:15:00.000Z", "from": "owner", "text": "Half up front still means half up front, and it goes in the run when it lands, not when it is promised. If they genuinely cannot do it in one, they can do it in two inside the same month and I want it in writing on the account. Nobody agrees to a third month." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "question" }, { "kind": "thread", "id": "th-ana-tier", "channel": "internal", "askerName": "Ana López", "askerRole": "rep", "subject": "Can I give a bigger discount than the tier?", "openedAt": "2026-08-06T12:50:00.000Z", "messages": [ { "id": "m-ana-tier-1", "at": "2026-08-06T12:50:00.000Z", "from": "asker", "text": "Can I give a bigger discount than the tier?" }, { "id": "m-ana-tier-2", "at": "2026-08-06T12:50:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Anything past the tier price is Maria’s call, and she wants to hear it before the buyer does." }, { "id": "m-ana-tier-answer-1", "at": "2026-08-06T13:20:00.000Z", "from": "owner", "text": "No, and not because I want to be difficult about it — the tier IS the discount, and the day I go under it for one account I have to explain myself to the other eleven. What you can move is freight, on anything over twenty thousand. If they are genuinely walking, tell me before you tell them." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "question" }, { "kind": "thread", "id": "th-tomas-collector", "channel": "internal", "askerName": "Tomás Aguilar", "askerRole": "books", "subject": "Do we charge interest on a late invoice?", "openedAt": "2026-08-06T13:55:00.000Z", "messages": [ { "id": "m-tomas-collector-1", "at": "2026-08-06T13:55:00.000Z", "from": "asker", "text": "Do we charge interest on a late invoice?" }, { "id": "m-tomas-collector-2", "at": "2026-08-06T13:55:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now." }, { "id": "m-tomas-collector-answer-1", "at": "2026-08-06T14:20:00.000Z", "from": "owner", "text": "We do not charge interest, and I am not going to start. What we do instead is stop the account — nothing new goes into the run while an invoice is past sixty days, and the buyer hears that from me rather than from you. It goes back on the same day it is paid." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "question" }, { "kind": "thread", "id": "th-james-quote-duna", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "Casa Duna Blanca is still waiting on the spring quote — I said Tuesday and it is Thursday. What price am I holding them to?", "openedAt": "2026-08-06T08:12:00.000Z", "messages": [ { "id": "m-james-quote-duna-1", "at": "2026-08-06T08:12:00.000Z", "from": "asker", "text": "Casa Duna Blanca is still waiting on the spring quote — I said Tuesday and it is Thursday. What price am I holding them to?" }, { "id": "m-james-quote-duna-2", "at": "2026-08-06T08:12:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "A price nobody has agreed yet is Maria’s, not a rep’s." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "follow-up" }, { "kind": "thread", "id": "th-nuria-card-machine", "channel": "internal", "askerName": "Nuria Beltrán", "askerRole": "office", "subject": "The card machine in the back office drops out every afternoon. Nobody has written down who we call about it.", "openedAt": "2026-08-05T15:40:00.000Z", "messages": [ { "id": "m-nuria-card-machine-1", "at": "2026-08-05T15:40:00.000Z", "from": "asker", "text": "The card machine in the back office drops out every afternoon. Nobody has written down who we call about it." }, { "id": "m-nuria-card-machine-2", "at": "2026-08-05T15:40:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing in the manual says who owns the card machine, so I’m not going to guess." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "problem" }, { "kind": "thread", "id": "th-ana-dye-certificate", "channel": "internal", "askerName": "Ana López", "askerRole": "rep", "subject": "Chase the dye-lot certificate from the mill before the Casa Mareas run starts.", "openedAt": "2026-08-06T09:35:00.000Z", "messages": [ { "id": "m-ana-dye-certificate-1", "at": "2026-08-06T09:35:00.000Z", "from": "asker", "text": "Chase the dye-lot certificate from the mill before the Casa Mareas run starts." }, { "id": "m-ana-dye-certificate-2", "at": "2026-08-06T09:35:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "There is no page about the certificate, so this goes to a person." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "task" }, { "kind": "thread", "id": "th-ravi-polo-dyelot", "channel": "internal", "askerName": "Ravi Patel", "askerRole": "rep", "subject": "Hacienda Coralina’s pool-bar polos are stopped, waiting on the replacement dye lot from the mill. The mill says Friday.", "openedAt": "2026-08-04T11:05:00.000Z", "messages": [ { "id": "m-ravi-polo-dyelot-1", "at": "2026-08-04T11:05:00.000Z", "from": "asker", "text": "Hacienda Coralina’s pool-bar polos are stopped, waiting on the replacement dye lot from the mill. The mill says Friday." }, { "id": "m-ravi-polo-dyelot-2", "at": "2026-08-04T11:05:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down covers what we tell an account while a lot is late." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "job" }, { "kind": "thread", "id": "th-james-feedback-photo", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "Adding a photo to a job fails on my phone — it spins, and then nothing happens.", "openedAt": "2026-08-06T07:48:00.000Z", "messages": [ { "id": "m-james-feedback-photo-1", "at": "2026-08-06T07:48:00.000Z", "from": "asker", "text": "Adding a photo to a job fails on my phone — it spins, and then nothing happens." }, { "id": "m-james-feedback-photo-2", "at": "2026-08-06T07:48:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "This one is about Bisbe itself rather than about Atlantica, so nothing in this manual answers it." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "product-feedback" }, { "kind": "thread", "id": "th-ana-feedback-text", "channel": "internal", "askerName": "Ana López", "askerRole": "rep", "subject": "It would save me a call if I could text a customer straight from the job.", "openedAt": "2026-08-05T17:20:00.000Z", "messages": [ { "id": "m-ana-feedback-text-1", "at": "2026-08-05T17:20:00.000Z", "from": "asker", "text": "It would save me a call if I could text a customer straight from the job." }, { "id": "m-ana-feedback-text-2", "at": "2026-08-05T17:20:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "This one is about Bisbe itself rather than about Atlantica, so nothing in this manual answers it." } ], "state": "waiting-on-owner", "ownerNotified": false, "workType": "product-feedback" }, { "kind": "thread", "id": "th-ana-casamareas-cut", "channel": "internal", "askerName": "Ana López", "askerRole": "rep", "subject": "Casa Mareas reorder — 200 tees to cut and ship this week. Confirming we are cutting Wednesday.", "openedAt": "2026-08-03T09:10:00.000Z", "messages": [ { "id": "m-ana-casamareas-cut-1", "at": "2026-08-03T09:10:00.000Z", "from": "asker", "text": "Casa Mareas reorder — 200 tees to cut and ship this week. Confirming we are cutting Wednesday." }, { "id": "m-ana-casamareas-cut-2", "at": "2026-08-03T09:10:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "A cut date is a commitment to an account, so it goes to Maria before it is said out loud." }, { "id": "m-ana-casamareas-cut-answer-1", "at": "2026-08-03T10:02:00.000Z", "from": "owner", "text": "Cut Wednesday, ship Friday, and give Elena the Friday date rather than the Wednesday one. We do not hand an account a date we have not already met." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "job" }, { "kind": "thread", "id": "th-james-ring-elena", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "Ring Elena Duarte back about the autumn line sheet — she left a message yesterday.", "openedAt": "2026-08-05T08:30:00.000Z", "messages": [ { "id": "m-james-ring-elena-1", "at": "2026-08-05T08:30:00.000Z", "from": "asker", "text": "Ring Elena Duarte back about the autumn line sheet — she left a message yesterday." }, { "id": "m-james-ring-elena-2", "at": "2026-08-05T08:30:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "What we are willing to show an account before the season opens is Maria’s call." }, { "id": "m-james-ring-elena-answer-1", "at": "2026-08-05T09:14:00.000Z", "from": "owner", "text": "Ring her today. She can see the line sheet, not the prices — those are not signed off until the mill confirms." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "follow-up" }, { "kind": "thread", "id": "th-james-linesheet-coralina", "channel": "internal", "askerName": "James Tate", "askerRole": "rep", "subject": "The autumn line sheet is owed to Hacienda Coralina. Delfina has asked twice now.", "openedAt": "2026-08-04T14:20:00.000Z", "messages": [ { "id": "m-james-linesheet-coralina-1", "at": "2026-08-04T14:20:00.000Z", "from": "asker", "text": "The autumn line sheet is owed to Hacienda Coralina. Delfina has asked twice now." }, { "id": "m-james-linesheet-coralina-2", "at": "2026-08-04T14:20:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Nothing written down says when a line sheet goes out, and being asked twice is not a reason on its own." }, { "id": "m-james-linesheet-coralina-answer-1", "at": "2026-08-04T16:45:00.000Z", "from": "owner", "text": "Send it Friday with the rest of them, and ring Delfina first so she hears it from you before she reads it." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "follow-up" }, { "kind": "thread", "id": "th-nuria-returns-page", "channel": "internal", "askerName": "Nuria Beltrán", "askerRole": "office", "subject": "Put the returns rules on the account’s own page so buyers stop asking us one at a time.", "openedAt": "2026-08-05T12:05:00.000Z", "messages": [ { "id": "m-nuria-returns-page-1", "at": "2026-08-05T12:05:00.000Z", "from": "asker", "text": "Put the returns rules on the account’s own page so buyers stop asking us one at a time." }, { "id": "m-nuria-returns-page-2", "at": "2026-08-05T12:05:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "Changing what an account can see about our terms is not something I decide." }, { "id": "m-nuria-returns-page-answer-1", "at": "2026-08-05T13:30:00.000Z", "from": "owner", "text": "Good idea. Do it for the returns rules only — not the credit rules, which stay a conversation." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "idea" }, { "kind": "thread", "id": "th-ravi-sample-pack", "channel": "internal", "askerName": "Ravi Patel", "askerRole": "rep", "subject": "The sample pack is still out with Casa Duna Blanca. Chase it before the season closes?", "openedAt": "2026-08-03T16:40:00.000Z", "messages": [ { "id": "m-ravi-sample-pack-1", "at": "2026-08-03T16:40:00.000Z", "from": "asker", "text": "The sample pack is still out with Casa Duna Blanca. Chase it before the season closes?" }, { "id": "m-ravi-sample-pack-2", "at": "2026-08-03T16:40:00.000Z", "from": "atlas", "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.", "escalationReason": "How hard we chase a pack that has not converted is a judgement about the account." }, { "id": "m-ravi-sample-pack-answer-1", "at": "2026-08-04T08:15:00.000Z", "from": "owner", "text": "Chase once, politely, this week. If it comes back with no order it still comes back — the pack is worth more to us than the conversation." } ], "state": "answered-by-owner", "ownerNotified": true, "workType": "follow-up" } ], "links": [ { "from": "th-ana-samples", "to": "kb-samples", "kind": "thread-taught-doc", "at": "2026-06-12" }, { "from": "th-nuria-redirect", "to": "kb-redirect", "kind": "thread-taught-doc", "at": "2026-08-06" }, { "from": "rule-maria-rule-visit-note-1", "to": "kb-visit-notes", "kind": "rule-updates-doc", "at": "2026-08-06" } ], "pendingChanges": [ { "id": "rel-nuria-redirect-answer-3", "targetProcedureId": "kb-redirect", "targetTitle": "Redirecting a parcel", "targetSection": "Shipping", "targetRoles": [ "office" ], "targetAudience": "internal", "changeKind": "new-doc", "fromVersion": null, "toVersion": 1, "draftLines": [ "We redirect it once, at our cost, if they tell us the same day the label was printed.", "After that the redirect is theirs to pay for, and we tell them what it costs before we move it.", "Never send a parcel on a second time without putting the new address in writing back to them." ], "summary": "Write a new page, Redirecting a parcel (Shipping) — 3 lines from Nuria Beltrán’s question.", "sourceKind": "thread", "sourceId": "th-nuria-redirect", "coversTriggers": [], "status": "released", "modifyNotes": [], "revision": 2, "queuedAt": "2026-08-06T07:40:00.000Z", "releasedAt": "2026-08-06T07:44:00.000Z" }, { "id": "rel-delfina-uniform-answer-3", "targetProcedureId": null, "targetTitle": "Holding a size run open for a uniform order", "targetSection": "Orders", "targetRoles": [ "partner" ], "targetAudience": "public", "changeKind": "new-doc", "fromVersion": null, "toVersion": 1, "draftLines": [ "We hold a size run open for ten working days for a uniform order, and you tell us the split at the end of it.", "Fourteen is one order, not a standing one — a standing one is a different conversation and it is mine.", "A held run is held on the batch board, so if the batch moves, the ten days move with it — and you hear that from us the same day." ], "summary": "Write a new page, Holding a size run open for a uniform order (Orders) — 3 lines from Delfina Sarmiento · Hacienda Coralina’s question.", "sourceKind": "thread", "sourceId": "th-delfina-uniform", "coversTriggers": [], "status": "queued", "modifyNotes": [], "revision": 3, "queuedAt": "2026-08-06T10:10:00.000Z" }, { "id": "rel-maria-rule-visit-note-2", "targetProcedureId": "kb-visit-notes", "targetTitle": "What goes in a visit note", "targetSection": "Visits", "targetRoles": [ "rep", "office" ], "targetAudience": "internal", "changeKind": "amend", "fromVersion": 3, "toVersion": 4, "draftLines": [ "A visit note names the person you actually spoke to, not just the account." ], "summary": "Update What goes in a visit note to v4 — adding 1 line from the rule you stated.", "sourceKind": "owner-rule", "sourceId": "rule-maria-rule-visit-note-1", "coversTriggers": [], "status": "released", "modifyNotes": [], "revision": 1, "queuedAt": "2026-08-06T07:52:00.000Z", "releasedAt": "2026-08-06T07:56:00.000Z" }, { "id": "rel-nuria-instalments-answer-3", "targetProcedureId": null, "targetTitle": "Split a deposit into two payments", "targetSection": "Pricing & terms", "targetRoles": [ "office", "books" ], "targetAudience": "internal", "changeKind": "new-doc", "fromVersion": null, "toVersion": 1, "draftLines": [ "When somebody asks: “Can we split a deposit into two payments?”", "Half up front still means half up front, and it goes in the run when it lands, not when it is promised.", "If they genuinely cannot do it in one, they can do it in two inside the same month and I want it in writing on the account.", "Nobody agrees to a third month." ], "summary": "Write a new page, Split a deposit into two payments (Pricing & terms) — 4 lines from Nuria Beltrán’s question. Your own words, framed by the question they answer.", "sourceKind": "thread", "sourceId": "th-nuria-instalments", "coversTriggers": [], "status": "queued", "modifyNotes": [], "revision": 1, "queuedAt": "2026-08-06T12:15:00.000Z" }, { "id": "rel-ana-tier-answer-3", "targetProcedureId": "kb-discounts", "targetTitle": "Discounts & what needs Maria", "targetSection": "Pricing & terms", "targetRoles": [ "rep", "office", "books" ], "targetAudience": "internal", "changeKind": "amend", "fromVersion": 3, "toVersion": 4, "draftLines": [ "When somebody asks: “Can I give a bigger discount than the tier?”", "No, and not because I want to be difficult about it — the tier IS the discount, and the day I go under it for one account I have to explain myself to the other eleven.", "What you can move is freight, on anything over twenty thousand.", "If they are genuinely walking, tell me before you tell them." ], "summary": "Update Discounts & what needs Maria to v4 — adding 4 lines from Ana López’s question. Your own words, framed by the question they answer.", "sourceKind": "thread", "sourceId": "th-ana-tier", "coversTriggers": [ "org_atlantica--esc-price-authorisation" ], "status": "queued", "modifyNotes": [], "revision": 1, "queuedAt": "2026-08-06T13:20:00.000Z" }, { "id": "rel-tomas-collector-answer-3", "targetProcedureId": null, "targetTitle": "Charge interest on a late invoice", "targetSection": "Pricing & terms", "targetRoles": [ "books" ], "targetAudience": "internal", "changeKind": "new-doc", "fromVersion": null, "toVersion": 1, "draftLines": [ "When somebody asks: “Do we charge interest on a late invoice?”", "We do not charge interest, and I am not going to start.", "What we do instead is stop the account — nothing new goes into the run while an invoice is past sixty days, and the buyer hears that from me rather than from you.", "It goes back on the same day it is paid." ], "summary": "Write a new page, Charge interest on a late invoice (Pricing & terms) — 4 lines from Tomás Aguilar’s question. Your own words, framed by the question they answer.", "sourceKind": "thread", "sourceId": "th-tomas-collector", "coversTriggers": [], "status": "queued", "modifyNotes": [], "revision": 1, "queuedAt": "2026-08-06T14:20:00.000Z" } ], "notifications": [ { "id": "n-tomas-collector-answer-4", "at": "2026-08-06T14:20:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Tomás Aguilar’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": false, "threadId": "th-tomas-collector" }, { "id": "n-tomas-collector-answer-2", "at": "2026-08-06T14:20:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-tomas-collector" }, { "id": "n-tomas-collector-3", "at": "2026-08-06T13:55:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Tomás Aguilar asked “Do we charge interest on a late invoice?”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": false, "threadId": "th-tomas-collector" }, { "id": "n-ana-tier-answer-4", "at": "2026-08-06T13:20:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Ana López’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": false, "threadId": "th-ana-tier" }, { "id": "n-ana-tier-answer-2", "at": "2026-08-06T13:20:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-ana-tier" }, { "id": "n-ana-tier-3", "at": "2026-08-06T12:50:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Ana López asked “Can I give a bigger discount than the tier?”. Anything past the tier price is Maria’s call, and she wants to hear it before the buyer does. It’s waiting on you.", "read": false, "threadId": "th-ana-tier" }, { "id": "n-nuria-instalments-answer-4", "at": "2026-08-06T12:15:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Nuria Beltrán’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": false, "threadId": "th-nuria-instalments" }, { "id": "n-nuria-instalments-answer-2", "at": "2026-08-06T12:15:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-nuria-instalments" }, { "id": "n-nuria-instalments-reply-3", "at": "2026-08-06T12:04:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Nuria Beltrán asked “Casa Duna Blanca, and yes — it is their first order. Can I tell them yes?”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": false, "threadId": "th-nuria-instalments" }, { "id": "n-nuria-instalments-back-2", "at": "2026-08-06T11:52:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria asked you something in your conversation — it needs your reply.", "read": false, "threadId": "th-nuria-instalments" }, { "id": "n-nuria-instalments-3", "at": "2026-08-06T11:30:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Nuria Beltrán asked “Can we split a deposit into two payments?”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": false, "threadId": "th-nuria-instalments" }, { "id": "n-delfina-uniform-answer-2-4", "at": "2026-08-06T09:50:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Delfina Sarmiento · Hacienda Coralina’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": false, "threadId": "th-delfina-uniform" }, { "id": "n-delfina-uniform-answer-2-2", "at": "2026-08-06T09:50:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-delfina-uniform" }, { "id": "n-nuria-redirect-release-2", "at": "2026-08-06T07:44:00.000Z", "audience": "asker", "kind": "released", "text": "“Redirecting a parcel” is in the manual now — v1.", "read": false, "threadId": "th-nuria-redirect" }, { "id": "n-rosa-return-3", "at": "2026-08-05T14:45:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Rosa Quintero asked “I ordered the wrong size. Can I send it back and swap it?”. I answered from Changing your mind about a piece, v2. Nothing needed from you.", "read": true, "threadId": "th-rosa-return" }, { "id": "n-delfina-uniform-answer-4", "at": "2026-08-05T11:20:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Delfina Sarmiento · Hacienda Coralina’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": true, "threadId": "th-delfina-uniform" }, { "id": "n-delfina-uniform-answer-2", "at": "2026-08-05T11:20:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-delfina-uniform" }, { "id": "n-alba-minimum-3", "at": "2026-08-05T10:15:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Alba Fuentes · Casa Marejada asked “What is the smallest first order you will take?”. I answered from The smallest order we take, v2. Nothing needed from you.", "read": true, "threadId": "th-alba-minimum" }, { "id": "n-delfina-uniform-reply-3", "at": "2026-08-05T09:05:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Delfina Sarmiento · Hacienda Coralina asked “Fourteen people, and we would want it again every March — does that change the …”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": true, "threadId": "th-delfina-uniform" }, { "id": "n-delfina-uniform-3", "at": "2026-08-04T12:40:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Delfina Sarmiento · Hacienda Coralina asked “Can we hold a size run open while we measure the whole spa team?”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": true, "threadId": "th-delfina-uniform" }, { "id": "n-james-conditional-3", "at": "2026-08-04T09:25:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "James Tate asked “A piece says conditional. Can I promise it?”. I answered from What “conditional” means on a piece, v2. Nothing needed from you.", "read": true, "threadId": "th-james-conditional" }, { "id": "n-rosa-care-3", "at": "2026-08-03T15:30:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Rosa Quintero asked “Can the linen shirt go in the washing machine?”. I answered from Looking after a piece, v2. Nothing needed from you.", "read": true, "threadId": "th-rosa-care" }, { "id": "n-tomas-dispute-3", "at": "2026-08-03T13:10:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Tomás Aguilar asked “A line on their invoice is disputed. Do I keep chasing it?”. I answered from Invoicing & chasing, v5. Nothing needed from you.", "read": true, "threadId": "th-tomas-dispute" }, { "id": "n-nuria-redirect-answer-4", "at": "2026-07-31T16:05:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Your answer to Nuria Beltrán’s question is drafted for the manual — review it: accept it, change it, or ask a follow-up. Nothing is in the manual until you accept.", "read": true, "threadId": "th-nuria-redirect" }, { "id": "n-nuria-redirect-answer-2", "at": "2026-07-31T16:05:00.000Z", "audience": "asker", "kind": "owner-answered", "text": "Maria answered in your conversation — word for word.", "read": false, "threadId": "th-nuria-redirect" }, { "id": "n-ravi-discount-3", "at": "2026-07-31T11:55:00.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Ravi Patel asked “Can I give a 15% discount?”. I answered from Discounts & what needs Maria, v3. Nothing needed from you.", "read": true, "threadId": "th-ravi-discount" }, { "id": "n-nuria-redirect-3", "at": "2026-07-31T10:20:00.000Z", "audience": "owner", "kind": "question-waiting", "text": "Nuria Beltrán asked “Do we pay to redirect a parcel when the customer gave us the wrong address?”. Nothing written down covers it, so Bisbe didn’t guess. It’s waiting on you.", "read": true, "threadId": "th-nuria-redirect" }, { "id": "n-seed-5", "at": "2026-08-06T10:05:04.000Z", "audience": "owner", "kind": "question-waiting", "text": "James rang the mill about the replacement lot for claim 1042 and it’s on backorder with no date. He asked how we chase a supplier — there is no supplier page in the manual at all, so that half is waiting on you. He has the short-batch page for what to tell the account meanwhile.", "read": false, "threadId": "th-james-mill-backorder" }, { "id": "n-seed-4", "at": "2026-08-06T09:20:06.000Z", "audience": "owner", "kind": "question-waiting", "text": "Marisol asked what happens when a whole run fails, not one piece — twelve Wave Overshirts, same side seam, claim 1042. The quality page only covers a single garment, so it’s waiting on you.", "read": false, "threadId": "th-marisol-batch-claim" }, { "id": "n-seed-1", "at": "2026-08-06T09:02:02.000Z", "audience": "owner", "kind": "question-waiting", "text": "James asked what to tell Casa Marejada about a refund on the overshirts. Nothing written down covers it — it’s waiting on you.", "read": false, "threadId": "th-james-refund" }, { "id": "n-seed-2", "at": "2026-08-06T08:15:05.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Lucía asked whether failed stitching is covered. I gave her Quality claims — what’s covered, v3, in your words, and stopped short of her purchase record. Nothing needed from you.", "read": false, "threadId": "th-lucia-quality" }, { "id": "n-seed-3", "at": "2026-08-05T16:40:04.000Z", "audience": "owner", "kind": "atlas-answered", "text": "Ravi asked about a texted reorder. I gave him Reorders that come in by text, v2 — and said out loud that nobody has confirmed it since January.", "read": false, "threadId": "th-ravi-reorder" } ], "escalations": [ { "id": "org_atlantica--esc-money-back", "phrases": [ "refund", "money back", "refunded", "credit note", "credit them", "write it off", "give them their money" ], "reason": "Money going back after a shipment always goes to Maria — no procedure decides that one." }, { "id": "org_atlantica--esc-appointment", "phrases": [ "can someone come", "can you come", "what time can", "are you free", "can you visit", "come out on", "fit us in", "book a visit for" ], "reason": "A promise of a specific day or time is Maria’s diary, not something a procedure can promise." }, { "id": "org_atlantica--esc-own-record", "phrases": [ "my order", "our order", "my invoice", "our invoice", "when did i order", "when did we order", "what did we pay", "our last order", "my purchase" ], "reason": "Somebody’s own record — what they ordered, when, what they paid — is Atlantica’s system, not a written procedure." }, { "id": "org_atlantica--esc-price-authorisation", "phrases": [ "beat that price", "match their price", "bigger discount", "extra discount", "more off", "better than the tier" ], "reason": "Anything past the tier price is Maria’s call, and she wants to hear it before the buyer does." } ] } }