SBI Announcement: Sofon Label Update

Situation

We have received notice that Sofon will have a new label update. Based on the information shared, the Bromelain ingredient listing will be updated as follows:

• Current: Bromelain (150 GDU/g) – 100 mg

• New: Bromelain Powder (Ananas comosus) (stem) (std. to 2400 GDU/g)

We currently have approximately 23 days of stock remaining with the existing label, after which units with the new label will begin shipping.

Behavior

• Please be aware that customers may begin noticing a label difference once the current stock is depleted.

• When handling inquiries, clarify that this is an updated label transition.

• The attached new label shows the updated Bromelain listing as 6.25 mg on the Supplement Facts panel. 

• If needed, please confirm internally whether the intended new amount is 6.25 mg or 6.25 g, since the text shared and the attached label appear to differ.

Impact

Sharing this update helps prepare teams for customer questions, reduces confusion during the label transition, and ensures we communicate the change accurately once the new version begins shipping.

SBI Announcement: Upcoming Seneca Soft Launch

Situation
We are planning to soft launch our next product, Seneca, by mid-next week.
All customer-facing materials—including the Customer Service Info Sheet and Seneca vs Emma comparison tabs—are now available in the Care Hub.

Behavior
Please note the following ahead of launch:

• The Supplement Facts Panel (SFP) is still being finalized and will be shared once available.

• This will follow a standard soft launch approach, meaning:

  • The product may go live before physical inventory is ready.

  • Current estimated shipping readiness: April 2 – April 16.

  • OOS notifications will be sent to customers until inventory is available.

• Cancellations:

  • May be honored while the product is not yet ready to ship

  • Once inventory is available, standard no-cancellation policy applies
    
    

Impact
Providing early visibility ensures teams are prepared for customer inquiries, aligned on expectations, and able to support a smooth soft launch experience.

SBI Announcement: Upsell Pricing Update Across All Funnels

Situation

We are implementing a pricing update for upsell offers across all funnels. This change will be rolled out throughout the week.

Behavior

Please reference the updated upsell pricing moving forward:

• 3-pack upsell: $145

• 6-pack upsell: $232

This pricing will be applied consistently across all funnels as the rollout progresses.

Impact

This update is designed to:

• Reduce declined transactions

• Make it clearer to customers that upsells and core products are not duplicate charges

• Improve overall customer experience and checkout clarity

Please use the updated pricing when assisting customers and addressing any billing-related inquiries. 

SBI Announcement: Clarification on Paid “Phone/Chat Customer Support Services"

Situation

We have observed a trend in BBB, social media, and Trustpilot reviews where some customers mention being asked to pay $5 to speak with customer support via phone or chat. This confusion appears to be related to a third-party website called JustAnswer, which charges customers for question-and-answer services. This site is not affiliated with us in any way. Most recently, the FTC has filed a lawsuit against JustAnswer regarding deceptive subscription practices. (Reference: http://ftc.gov/news-events/news/press-releases/2026/01/ftc-sues-justanswer-deceiving-consumers-enrolling-costly-recurring-monthly-subscription)

Behavior

• If customers mention being charged or asked to pay to contact support:

  • Clarify that we do NOT charge customers to contact support.

  • Inform customers that our official support channels are:

    • Email support

    • Verified social media accounts

• Advise customers to only contact us through our official websites, verified social channels, or email.

• If needed, reassure customers that JustAnswer is a separate third-party service and not connected to our company.

Please note:

• Our Social Team will most likely see this feedback first, but all teams should be aware.

Impact

Providing clear clarification helps:

• Prevent misinformation about our support practices

• Protect customers from third-party services posing as support

• Maintain trust and transparency in our customer experience

We will also be working on SEO improvements internally to ensure our official contact forms appear higher in search results. Also, kindly see the attached screenshots for your reference. These screenshot should be used for internal reference only.

SBI Announcement: Upcoming Akka Subscription Funnel Launch - Skio Test

Situation

We will be launching a new Subscription funnel for Akka on March 16. This funnel will run through the TryAkka Shopify store and will use Skio for subscription management instead of our usual platforms (Recharge or SamCart). This launch will serve as a test to evaluate how Skio performs for both our team and customers, and if successful, it may expand to other products.

Behavior

Please note the following ahead of the launch:

• Volume is expected to start small as this is a test rollout.

• Subscriptions will be managed through Skio, which functions as a Shopify app similar to Recharge.

• Team members will be granted access to Skio within Shopify to help manage subscriptions as needed.

Customers will still have the ability to manage their subscriptions on their end, similar to our existing subscription flows.

• We are currently awaiting documentation from Skio regarding the customer-side interface and additional functionality.

In the coming days, the team will also work on:

• Reviewing the platform

• Understanding how to manage subscriptions

• Testing updates to customer subscription information

Once access is confirmed and the correct funnel link is available, we will run a test order and share further guidance and documentation. You may read through this link to be familiarized with how the tool works.

Impact

Providing this early heads-up ensures the team is aware of the upcoming test, prepares us for potential inquiries, and allows time to familiarize ourselves with the new subscription platform before broader rollout. More details, resources, and documentation will be shared soon.

SBI Announcement: March Promotions

Situation

Sharing the upcoming promotions for March across sitewide offers and Emma-specific campaigns.

Behavior

Please reference and communicate the correct promotion details when assisting customers:

• Int'l Women's Month

  • Offer: 20% off sitewide

  • https://konsciousketo.com/collections/all

  • Sale Date: March 6-8

• St. Patrick’s Day

  • Offer: Emma Subscription

  • https://emmarelief.com/pages/subscription148

  • Mar 16-17

• Spring Reset

  • Offer: Emma Subscription

  • https://emmarelief.com/pages/subscription148

  • Sale Date: March 19-21

• Gut Health Awareness Week

  • Offer: Emma Subscription

  • https://emmarelief.com/pages/subscription148

  • Sale Date: March 26-28

• Digestive Detox

  • Offer: BOGO (Buy 4, Get 3)

  • https://emmarelief.com/pages/er-bogo-email

  • Sale Date: March 28 to 29

Impact

Clear awareness of March promotions ensures consistent customer messaging, reduces confusion, and supports smooth coordination across customer support, marketing, and sales channels.

SBI Announcement: Alliance Chooser Page Launch & New SKUs

Situation

We have officially launched the Alliance Chooser Page: https://enclavealliance.com/

In connection with this launch, new SKUs have been set up for the following products:

• Sofon: ASFN1-JP

• Protaflo: APTF1-JP

• Synocell: ASYL1-JP

• BioTurmeric: AEBT1-JP

This page is used by our TV Sales team to place orders for customers, so there is no reason for the CS team to access these sales funnels and this is just an FYI. When customers call in for certain TV offers, the sales agents use this to place orders.

Behavior

• Reference the new SKUs when reviewing orders, tracking inventory, or handling related inquiries.

• Ensure the correct SKU is selected when escalating, checking fulfillment, or coordinating with Jetpack.

• Use the Alliance chooser page link when applicable for internal clarification.

Impact

This ensures accurate order handling, SKU tracking, and alignment across fulfillment and support teams as Alliance expands.

This page is used by our TV Sales team to place orders for customers, so there is no reason for the CS team to access these sales funnels and this is just an FYI. When customers call in for certain TV offers, the sales agents use this to place orders.

Additional FYI -

Situation

Starting Monday, in partnership with Alliance (who also supports some of our TV sales), we launched a 30-day test where abandoned cart customers may receive a phone call to help them complete their orders. At this time, no orders have come in yet from this program.

Behavior

Please note the following details in case customers mention receiving a call:

• This test only applies to Protaflo and Sofon customers.

• Calls will only be made to customers who did not complete their order (abandoned cart).

• If the customer already has a successful order, any calls they receive are likely from the Committed Coaches, not Alliance.

• Orders placed through this program will appear under the Enclave 2 marketplace in Samcart.

• Alliance agents will place orders using the Enclave Alliance chooser page shared last week. Note: This page is not customer-facing and is used internally by Alliance phone sales agents.

Impact

Providing this FYI ensures teams are aware of the test, helps validate customer inquiries about phone calls, and allows us to correctly identify orders coming from this program during the pilot period.

SBI Announcement: VitalBP Label & Formulation Update 

Situation

There are upcoming changes to the VitalBP formulation and label.

• Attachment A – [VITAL HEALTH] VitalBP Label → NEW formulation

• Attachment B – VitalBP Product & Ingredients Overview → OLD formulation

The new formulation is currently in production and will be available after current inventory is depleted (approx. 36 days).

Key Changes:

1. Formulation Adjustments (New vs. Old)

Some ingredient amounts per serving have changed. Based on the updated label (Attachment A) vs. prior overview (Attachment B):

• Nattokinase Enzyme (500 FU)

  • Old: 100 mg

  • New: 300 mg

• Cacao Extract (5% epicatechin)

  • Old: 175 mg

  • New: 125 mg

• Cacao Extract (10% theobromine)

  • Old: 175 mg

  • New: 125 mg

• L-Citrulline

  • Old: 300 mg

  • New: 200 mg

(Full details available in attached documents.)

2. Packaging / Label Updates

• Logo updated to include ®

• Back copy updated from:

• “VitalBP is a science-backed total cardio care formula” to: “VitalBP is an expertly formulated total cardio care formula.”

Behavior

Continue referencing the current formulation until new inventory is live.

• If customers ask about bottle or label differences, clarify that this is a label refresh + formulation update.

• Do not communicate exact transition dates beyond the estimated depletion timeline.

• Reference the appropriate attachment internally when confirming ingredient questions.

Impact

Proactive alignment helps:

• Prevent confusion during the formulation transition

• Ensure accurate ingredient communication

• Maintain consistent messaging across teams

SBI Announcement: Emma 30ct Launch on Walmart 

Situation

The 30ct Emma will be going live on Walmart later today or tomorrow. This expands our Walmart assortment beyond the current SKU(s) and may result in additional marketplace inquiries.

Behavior

• Be prepared to receive Walmart-originated tickets related to the 30ct Emma.

• Treat these as legitimate Walmart marketplace orders.

• General product, usage, or shipping timeline questions can be handled directly.

• If a case requires access to Walmart Seller Center, escalate accordingly.

• Once imported into Jetpack, orders can be searched using the Walmart order number.

Impact

Proactive alignment ensures smooth handling of marketplace inquiries, prevents delays, and maintains strong performance metrics as we expand our Walmart presence.

SBI Announcement: Email to SMS Campaign Launch - FEB 16 

Situation

We are launching our Email to SMS Campaign on Tuesday, February 16.

This campaign invites our email subscribers to opt in to SMS marketing through a simple “Text to Join” flow to strengthen direct communication and improve retention.

How It Works

• Mobile Users: Clicking the CTA opens their SMS app with the keyword “JOIN” pre-filled. Once sent, they are automatically opted in and receive a welcome message with their discount code.

• Desktop Users: They manually text “JOIN” to the listed phone number to subscribe.

Behavior

Please be aware of the following account details and incentives in case of inquiries:

KA

15% OFF

• Code: KASMS

• Phone: +1 (855) 700-8772

• Link to join: sms:%2B+18557008772?body=JOIN

ER

10% OFF

• Code: EMMASMS

• Phone: +1 (833) 968-1034

• Link to join: sms:%2B18339681034?body=JOIN

AK

15% OFF

• Code: AKKASMS

• Phone: +1 (855) 572-2506

• Link to join: sms:%2B18555722506?body=JOIN

SC

15% OFF

• Code: SCSMS

• Phone: +1 (844) 790-1821

• Link to join: sms:%2B18447901821?body=JOIN

VBP

15% OFF

• Code: VBPSMS

• Phone: +1 (888) 495-0488

• Link to join: sms:%2B18884950488?body=JOIN

Important Notes:

• The SMS discount codes are only usable on Shopify websites.

• The mobile SMS join link works only on mobile devices.

• Agents may assist with opt-in clarification, discount usage questions, or eligibility.

Full campaign brief available here:

https://docs.google.com/document/d/1YwCGyKzcKneoyoyAfOn7owJh8rGyuLtckz0iKN0jm78/edit

Impact

This campaign strengthens our owned marketing channels, increases subscriber engagement, and supports customer retention through direct SMS communication.

SBI Announcement: Walmart Go-Live Update (Emma 1-Pack) 

Situation

We are officially going live on Walmart today or tomorrow

Initial volume is expected to be low as we work through some Customer Support processes.

Key Details:

• We will only be selling Emma 1-pack (60ct) for now.

• Orders will be fulfilled through Jetpack.

• Tracking will be visible in Jetpack after import, and normal shipping timelines apply.

• Customers may receive tracking updates from Jetpack and/or Walmart (confirmation in progress).

• Customer inquiries will flow into Zendesk and can be handled similarly to other marketplace tickets.

These messages will come from Walmart Marketplace and require a response within 48 hours, per Marketplace Seller Customer Care requirements.

The example shown below is a “Where is my order?” inquiry for an Emma 1-pack order.

Behavior

Please follow the guidelines below when handling Walmart-related inquiries:

Agents may assist directly if:

• The question does not require accessing the order in Walmart Seller Center (e.g., shipping timelines, product usage questions, general information).

• The order has already been imported into Jetpack (agents can search using order number).

Escalate the ticket if:

• A refund or return is requested.

• Access to Walmart Seller Center is required to resolve the issue.

• The issue cannot be handled without marketplace-level access.

Key Details:

• As with Amazon, customers will not be required to return items for refunds.

• Refund processing will be handled internally via Seller Center once we confirm workflow ownership.

• These are legitimate marketplace orders—respond confidently and professionally.

Impact

Providing early alignment ensures we:

• Avoid confusion around new Walmart-originated tickets

• Route refund/return requests correctly

• Maintain consistent, professional communication during this rollout

This is a fast-moving launch, and we may refine the process as volume increases—but we are prepared to manage it. Please tag the team if any clarification is needed.

IMPORTANT NOTE: Walmart has been added as an Order Source in Zendesk for proper ticket categorization. Please use accordingly.

SBI Announcement: Emma Amazon Review Campaign Launch 

Situation

We are launching a special campaign tomorrow: Emma Amazon Review Campaign.

Overview:

To help boost our Amazon reputation, we are running an exclusive campaign for select customers — specifically those who have previously left us positive reviews on Loox.

Offer Details:

• Offer: Emma Buy 1, Get 1

• Code: EMMABOGO

• CTA: https://www.amazon.com/Emma-Doctors-Endorsed-Health-Supplement/dp/B0CT62SVG5

• Validity: Communicated as “2 weeks,” but the code will not expire until further notice

Behavior

Please be aware of the campaign structure in case of customer inquiries:

Email 1 – BOGO Offer

CTA directs customers to Amazon product page

• Uses code EMMABOGO

Email 2 – Request for Amazon Review

• Sent to customers who clicked (assuming they ordered and used the discount code)

• CTA: https://www.amazon.com/review/review-your-purchases/?_encoding=UTF8&asin=B0CT62SVG5

Email 3 – Reminder

• Sent 2 days after Email #1 to those who clicked

Segment:

Campaign is targeted to a specific customer group (previous positive Loox reviewers).

For the complete campaign flow and details, please refer to the reference document:

https://docs.google.com/document/d/1EgvPhBqpnuvqYfcqIWgzaIdzamUp1WyRGJzo7YCIuuw/edit

Impact

This campaign supports Amazon reputation growth while rewarding loyal customers. Clear internal alignment ensures consistent responses and smooth campaign execution.

SBI Announcement: Shopify Store Name Update 

Situation

For awareness, the Shopify store previously named “Plus One TV” has been renamed to “Take Emma TV Offer.”

Behavior

• Please reference “Take Emma TV Offer” when checking, discussing, or supporting anything related to this Shopify store.

• Use the updated store name in internal communication to avoid confusion.

Impact

Using the correct store name ensures clarity across teams and prevents miscommunication when referencing Shopify activity or reports.

SBI Announcement: Carbshield (ENC) OOS Update 

Situation

Carbshield (ENC) went out of stock over the weekend. Additional units are expected to arrive later this week.

Behavior

• Treat Carbshield (ENC) as OOS when responding to customer inquiries.

• Set expectations using the current timeline only and avoid promising exact restock dates.

• The OOS notification has been turned on to notify customers once inventory is replenished.

Impact

 Clear communication around the temporary stockout helps manage customer expectations, reduce repeat contacts, and maintain consistent messaging across teams.

SBI Announcement: February Promotions 

Situation

Sharing the upcoming promotions for February across sitewide offers and Emma-specific campaigns.

Behavior

Please reference and communicate the correct promotion details when assisting customers:

1. American Heart Health Month

   • Offer: 20% OFF sitewide

   • Dates: Feb 7–8

2. Love Yourself Day Campaign

   • Offer: 25% OFF sitewide

   • Dates: Feb 13–15

3. Feel Good February

   • Offer: $20 OFF orders above $100 (sitewide)

   • Dates: Feb 27–28

4. Feel Good February – Emma BOGO

   • Offer: Buy 4, Get 3 (same as previous offer)

   • Dates: Feb 27–28

   • Link: https://emmarelief.com/pages/er-bogo-email

5. Emma Subscription Page Update

   • The existing Emma Sub 148 page will reflect a Valentine’s Day–themed banner/text

   • Link: https://emmarelief.com/pages/subscription148

Impact

Clear awareness of February promotions ensures consistent customer messaging, reduces confusion, and supports smooth coordination across customer support, marketing, and sales channels.

SBI Announcement: Emma Abandoned Checkout Journey Launch

Situation

We are officially launching the Emma Abandoned Checkout journey in Simon. This new journey will replace the GHL version moving forward.

Behavior

• Reference Simon as the source of truth for the Emma Abandoned Checkout journey.

• Use the updated journey flow and offer pages outlined in the deck below:

  • Link: https://docs.google.com/presentation/d/1wTNNm_W_Mhct29RCNo_-uhaa9qvP3Rd2qd3j5_MoPCU/edit

Impact

Aligning on the new Simon-based journey ensures consistent customer messaging, accurate offer delivery, and smoother execution across teams.

SBI Announcement: Emma Abandoned Checkout Journey Launch

Situation

We are officially launching the Emma Abandoned Checkout journey in Simon. This new journey will replace the GHL version moving forward.

Behavior

• Reference Simon as the source of truth for the Emma Abandoned Checkout journey.

• Use the updated journey flow and offer pages outlined in the deck below:

  • Link: https://docs.google.com/presentation/d/1wTNNm_W_Mhct29RCNo_-uhaa9qvP3Rd2qd3j5_MoPCU/edit

Impact

Aligning on the new Simon-based journey ensures consistent customer messaging, accurate offer delivery, and smoother execution across teams.

SBI Announcement: ZD Ticket Merging Process 

Situation

We’re standardizing how we handle multiple tickets for the same customer concern to ensure:

• The correct ticket stays active

• SLAs are preserved

• Customers always receive a response

This applies to all Customer Support agents.

Behavior

When a new ticket is received (Ticket B), check if there is an existing ticket (Ticket A) for the same concern:

• If Ticket A does NOT exist: handle Ticket B normally.

• If Ticket A exists: follow actions based on Ticket A status:

Ticket A = Open

• Merge Ticket A into Ticket B and continue assisting in Ticket B.

Ticket A = Pending

 Ask: has the customer provided the requested info?

• No: merge Ticket A into Ticket B, then follow up on Ticket B requesting missing info.

• Yes: merge Ticket A into Ticket B, proceed with resolution on Ticket B.

Ticket A = On Hold

 Ask: is the resolution already available?

• No: merge Ticket A into Ticket B, inform customer it’s still in progress on Ticket B.

• Yes: merge Ticket A into Ticket B, provide resolution on Ticket B.

Ticket A = Solved

•  Do NOT reopen or merge Ticket A.

•  Work Ticket B as the active ticket, add an internal note referencing Ticket A, and respond to the customer.

Reopened Ticket Scenario (Ticket A Solved → customer replies and reopens it)

• Ticket B remains the primary active ticket.

• Merge reopened Ticket A into Ticket B

• Continue all communication on Ticket B only

• Add an internal note explaining why it was merged (single active case + SLA coverage)

Ticket Ownership Rule

The agent actively working the latest inquiry should take ownership and drive the case to resolution—regardless of who owned Ticket A. If Agent B picks up Ticket B and can act immediately, Agent B proceeds and merges Ticket A into Ticket B (if eligible).

Documentation Requirements (on Ticket B)

Always add an internal note that includes:

• Reference to Ticket A

• Merge vs. non-merge decision (and why)

• Next steps taken

Key Reminders

• Only Open / Pending / On Hold tickets may be merged.

• Solved tickets must never be reopened for merging.

• If the customer follows up, the issue is active and requires a response.

Impact

This keeps one active case per issue, prevents SLA loss, avoids delays, and ensures customers get timely, consistent support.

You may use this link for the process documentation reference: https://docs.google.com/document/d/1oi9k92GMtSLzNV5T-ozrTDjRYFViH7KC9pxMO47dgvM/edit?tab=t.0

New tickets should still be merged when they are for the same concern.

This process was created to remove confusion around non-new tickets, especially Solved tickets and SLA impact. It was not meant to stop merging duplicate new tickets.

Please remember:

• If multiple tickets are for the same concern, they should be merged

• The correct action depends on the status of the existing ticket

• The goal is still one concern, one active ticket

This ensures clear ownership, preserved SLA, and a better customer experience. If you have questions or edge cases, please raise them so we can address them together.

 SBI Announcement: Protaflo Inventory & Packaging Update

 SITUATION

We have a total of 12,100 units of Protaflo, including 6,000 units arriving this week.

• The remaining inventory of 6,100 will continue to be in white bottles

• This incoming shipment of 6,000 units will be in black bottles

• Product formulation remains the same

 BEHAVIOR

• Reassure customers that the product itself has not changed

• Explain that black bottles are from a limited shipment only

• Reference this update if customers ask about bottle color differences

 IMPACT

Clear packaging communication helps prevent confusion and maintain customer trust 

————————————-————————————-

 SBI Announcement: FedEx Return Label Option in Shopify

 SITUATION

A FedEx return label option is now available in Shopify.

 BEHAVIOR

• USPS remains the default return label

• Select FedEx only if it is the only available option

• FedEx labels are more expensive and should be used sparingly

 IMPACT

Proper label selection helps control costs while ensuring customers can still complete returns 

 SBI Announcement: Inventory Status Update – Vital BP & Protaflo

 SITUATION

Following the previous inventory update:

• Vital BP is now back in stock  We have sufficient units to fulfill existing backlogs and cover demand through the weekend.

• Protaflo is now out of stock (OOS).

 BEHAVIOR

• The OOS notification for Vital BP has been turned off.

• The OOS notification for Protaflo has been turned back on.

• When assisting customers, set expectations accordingly and reference the most recent inventory status.

 IMPACT

Keeping inventory updates aligned and communicated in real time helps manage customer expectations, reduce repeat contacts, and ensure consistent messaging across teams. 

 SBI ANNOUNCEMENT:  Inventory Status Update: Protaflo & Vital BP

 IMPORTANT ANNOUNCEMENT 

 SITUATION

Current inventory levels indicate limited availability for Protaflo and continued out-of-stock status for Vital BP.

Protaflo currently has 1,029 units remaining and is expected to be out of stock by tomorrow or Friday.

• New Protaflo units are expected to arrive at Jetpack by Friday or early next week.

Vital BP remains out of stock.

• New units are expected to be produced this week to help cover existing backlogs.

• Out-of-stock notifications for Vital BP were turned on yesterday.

 BEHAVIOR

When assisting customers:

• Set clear expectations regarding Protaflo availability and potential short-term stockouts.

• Inform customers of the expected Protaflo restock timeline if asked.

• For Vital BP inquiries, advise customers that the product is currently out of stock.

  • Please note that OOO notifications have been enabled since yesterday.

• Avoid promising exact restock dates; use the provided timeframes only.

 IMPACT

Providing accurate inventory information helps manage customer expectations, reduces repeat contacts, and ensures consistent messaging during periods of limited product availability.

 SBI ANNOUNCEMENT: January Promotions & Marketing Updates

------------------------------------------------------------

 SITUATION

We have multiple promotions scheduled for this month, along with upcoming email communications from the Marketing Team announcing our availability in GNC.

 BEHAVIOR

Please reference and communicate the following promotion details accurately when assisting customers:

1. Winter Wellness & Immunity

• Dates: Jan 15–17

• Offer: 20% OFF

• Products: All products under the Collections page

• Discount Type: Automatic (no code required)

2. Seniors Save $10 (Seniors’ Discount)

• Dates: Jan 28–31

• Offer: $10 OFF

• Code: YOUNG10

3. Emma BOGO (Buy 4, Get 3)

• Dates: Jan 28–29

• Offer: Same Buy 4, Get 3 promotion as last month

• Link: https://emmarelief.com/pages/er-bogo-email 

Additionally, the Marketing Team will be sending email communications announcing that our products are now available in GNC.

 IMPACT

Clear awareness of active promotions and marketing announcements ensures consistent customer messaging, reduces confusion, and supports a smooth customer experience across all channels.

SITUATION

We’ve identified instances where customer emails were forwarded by internal team members, and responses were sent only to internal contacts, resulting in customers not receiving a reply. To prevent this, a process has been documented for handling Zendesk tickets where internal team members are CC’d.

Link: https://docs.google.com/document/d/1s8jc1iBAFaYWSTOMILg1kyqDm7Iib5OaAAM1zO5zO6g/edit?usp=sharing

BEHAVIOR

When working on a Zendesk ticket that includes internal team members in CC:

1. Identify the actual customer.

2. Change the requester on the ticket to the customer, if the requester is an internal team member.

3. Remove all CC’d internal team members before replying.

4. Take appropriate steps to assist the customer directly.

For marketing inquiries or partnership requests where legitimacy is unclear:

• Escalate the ticket to the Leadership Team.

• Do not engage externally beyond acknowledgment.

For clarity, internal team members can be identified by the following email domains:

• @konsciousketo.com

• @enclavebioactives.com

• @vitalhealth.com

• @emmarelief.com

IMPACT

Following this process ensures customers receive timely responses, prevents internal-only replies, and keeps ownership and communication clear across teams.

The full catalog of physical products across Enclave, Konscious, and Vital Health has been updated.

Updated Product Catalog:

Konscious LLC

• Keto Activate BHB Ketones

• Nerve Ease – Will be discontinued mid-December 2025

• Supreme Greens – Will be discontinued Dec 2025 or Jan 2026 (until sold out)

• Keto Shakes (Banana / Strawberry / Vanilla) – Discontinued mid-2025

Enclave LLC

• Akka

• Emma

• Elimipure

• Protaflo

• Sofon

• Supreme Greens (already produced, currently sold under Konscious)

• Products moving from Konscious → Enclave inventory (mid-December 2025)

• Bio Turmeric Elite

• Carb Shield

• Gluco Guard

• Metabolic Energizer

• Thyro Revive

Vital Health LLC

• Synocell

• Vital BP

• Bio Turmeric Elite (VH-labeled)

• Gluco Guard (VH-labeled)

When a customer places multiple orders within the same hour or day, they may request to cancel one. Only unshipped orders are eligible for cancellation.

Guidelines: Duplicate Order

Update workflow for handling customer cancellation request for Out of Stock (OOS) products.

Guidelines: Out of Stock (OOS)

When a customer is returning items from multiple orders, agents should provide one consolidated return label instead of separate labels for each order.

Guidelines:

• The label should be based on the oldest order in the group being returned.

• Separate labels should only be created when absolutely necessary, such as:

  • • Hazardous items

    • Items going to different warehouse locations

    • Explicit instructions from management

Reference: Return Label

Provide customer access to the Customer Portal by clicking the  “Send Card Update Email” button that can be found on the Samcart subscription page of the customer.

Guide: Subscription