System and Program Reminders

Escalations

If you’ve informed the customer that their issue will be escalated, notify any support and update the escalation sheet as needed.

For tickets: Do not close the ticket. Instead, pend it, assign it to yourself, and wait for a resolution from the sheet or support before closing.

For calls: Inform that you will callback the customer for the resolution and wait for a resolution from the sheet or support before you callback the customer.

Tickets with Long Threads

If you are get a ticket with a long thread and no resolution has been provided yet, ask supports for further assistance.

Callback Request

If a customer requests a supervisor callback via ticket, notify support and record the request on our callback sheet. There is no need to de-escalate the ticket; simply inform the customer that our support team will reach out to them.

If the sup call request is over the phone, the agent should de-escalate once. If the customer still insists on speaking with a supervisor, inform support for further assistance.

Manual Orders Over the Phone

For processing manual orders over the phone, please use only campaigns 13, 30, and 37. Under no circumstances should you use any other campaigns!

PayPal Purchases automatically gets Cancelled, Refunded and Re-ordered

We want to bring attention to an issue that may lead to confusion.

Recently, some customers who ordered the MBC product experienced automatic cancellations and refunds. This was part of our integration with PayPal, as they do not allow "free trials." Therefore, we charge customers initially, issue a refund, and then create a new order for the ABTC 7DFT with MBC.

To mitigate confusion, we have disabled refund emails for these customers in Sticky. Please be aware of this process when addressing customer inquiries and ensure clear communication to avoid misunderstandings.

Just a quick note regarding PayPal payment options: We currently have a test running on the landing page. As a result, 40% of customers will see a PayPal option during checkout.

Please note that customers are not receiving any emails about this payment method; the PayPal option is available directly on the cart page. This means that some customers may see it, while others may not.

Free/Bonus Program

48-Hour Metabolic Refresh (received as a bonus from signing up to the ABTC 7-day free trial) will remain as an active program in MM even if the trial has been cancelled.

Refused Calls in RC

We wanted to let you know that we are looking at the numbers of your refused calls.

Refused calls are those that rang to completion but were not answered by the user.

Reminder: Please ensure to answer the call within 15 seconds to avoid it being marked as a refused call.

Fake Svelte Links

We’ve received two inquiries about emails pretending to be Svelte. Please be reminded of the following:

Our official domain for customer charges is SVtrain.com.
Our official newsletter email address is mere@sveltetraining.com , mere@metaboosted.com
We do not offer a $19 discount on any of our programs.

Additionally, please refer to the correct Svelte newsletter email format so we can use it as a reference when informing customers moving forward.

If we receive similar inquiries, kindly advise customers to only make purchases through our verified purchase links.

30-Day SuperFood Water Challenge

This e-Book is a bonus available to all customers who purchase MetaBoost Connection (MBC)—not an ABTC monthly challenge.

The eBook is currently only available in English. For Spanish or German-speaking customers, we can manually send them the PDF.

PDF Link: 30-Day SuperFood Water Challenge

A summarized program benefits document has been added to our file.

Macro: SuperFood Water Challenge

PayPal Refund Error Update

If you're unable to process a refund due to an error, add the details to our escalation sheet and request the customer's PayPal email address.
If there’s no response within 48 hours, call the customer, leave a voicemail, and email them to let them know we tried to reach them by phone. Inform them that we'll be waiting for their response to resolve the issue, then pend the ticket again.
After another 48 hours, follow up with another call, voicemail, and email. If there’s still no response after another 48 hours, close the ticket.
The total time a ticket should remain in your “mine” folder is 6 days if there’s no customer response.
For ticket & SMM agents, please reach out to a hybrid teammate to have the customer called. If no hybrid team members are available, you can ask an SME for assistance with the callback.
Do not add these tickets to the 48-hour Pending ticket sheet.

Reminder: Submit Pending Tickets Before RD or PTO

To ensure a smooth workflow and proper ticket management, please follow these steps before going on Rest Days (RD) or Paid Time Off (PTO) within the next 48 hours:

Add all your pending tickets to the 48-hour pending tickets sheet before your scheduled leave.

This allows our support team to track and manage unresolved issues effectively.

If you were assigned a pending ticket but couldn't close it, notify our SMEs as soon as possible.

SMEs will take over the ticket to ensure it is properly handled and resolved.

Update the pending tickets sheet here: https://docs.google.com/spreadsheets/d/1hTr1-5d5Xwls9Q-32y2Wu93xjTTshY3_yelZZJ3JLKo/edit?usp=sharing

Verification Process Update for Tickets and SMM

To streamline the verification process for tickets and SMM, we have updated our guidelines:

If an account can be found using the customer's first and last name, even if the email does not match, we may proceed with assisting the customer.
If an account can be found using the email address, but the customer provides a different name, we may also proceed with assistance.
In cases where multiple accounts appear under the same first and last name, we should request additional verification, such as the email address or phone number.

For phone calls, the verification process remains unchanged, as it is easier to confirm customer details verbally.

Pending Transactions in SIO

For any transactions still pending in SIO:

Notify the customer that you're checking their purchase status.

Do NOT confirm the purchase.
Use the “Pending Payment” macro if applicable.
Set the ticket to “Pending” and monitor for 24–48 hours.
Watch for account updates and system comments during this period.
If unsure, don’t hesitate to contact Support for help.

Zapier Emails in Help Scout

Do not tag Zapier email alerts as Spam or add an NRN note.

These alerts often result from customer typos during Mighty Network orders (e.g., "glail.com" instead of "gmail.com").

What to do:

1. Review the Error Summary in the Zapier email.

2. If a typo is found:

Correct the email in SIO and Help Scout.
Add a note to both platforms.
Close the ticket.

3. Once fixed in SIO, escalate the issue by adding it to the App User Request Sheet so an invite can be resent.

Zoom Monthly Coaching Call Invitation Email

Please see the screenshot for an example of how the email should appear when members receive the Zoom Monthly Call invitation.

Zapier Emails in Help Scout

Do not tag Zapier email alerts as Spam or add an NRN note.

These alerts often result from customer typos during Mighty Network orders (e.g., "glail.com" instead of "gmail.com").

What to do:

1. Review the Error Summary in the Zapier email.

2. If a typo is found:

Correct the email in SIO and Help Scout.
Add a note to both platforms.
Close the ticket.

3. Once fixed in SIO, escalate the issue by adding it to the App User Request Sheet so an invite can be resent.

Internal Resource: 10-Day Challenge Recipes & Workouts

This document compiles recipes and workouts from 2025, both past and current 10-Day Challenges available on our community and private pages.

It is intended to assist our Hybrids/Tickets team, who do not have access to our private pages, unlike the SMM team.

Before sharing any RECIPES, please ensure the following:

Verify that the customer has an active subscription to ABTC or SLS. The 10-Day Challenge and its recipes are exclusive to active members only.

For ongoing challenges, inform the customer that recipes can also be found in the FEATURED section of the ABTC or SLS pages.

For workout challenges, feel free to share the YouTube link with our customers, along with the appropriate playlist based on the workout they’re interested in.

Access it here: https://docs.google.com/document/d/1yF0x3MJ27aec0kbQNxL0-s_StDxweZuLTGN8meuaXJ8/edit?usp=sharing

Zoom Testimonial Update

Just a quick update — we’ve added a new tab to our Zoom Testimonial SOP doc titled “SOP for Logging ZT Lead Testimonials.” This is to help ensure we don’t miss any steps when verifying ZT leads and to support more efficient documentation.

Reference Links:

New ZT Lead Form Entry (please use this moving forward, kindly disregard the other form): https://forms.gle/7pyu2neUdK4ZMjQJA
Updated ZT SOP Doc: https://docs.google.com/document/d/1dKXowgVCH7AF8dvLhsxrvxvGIkmgztu7QF5u8wjwQgE/edit?usp=sharing
2025 ZT Folder: https://drive.google.com/drive/folders/1Dt8uublyK5oxhkU48zXXyOxlaYEpDKzG?usp=drive_link
Zoom Testimonials Sheet: https://docs.google.com/spreadsheets/d/1nmH365-sfm7zsvbA5d1s5VCOROSv6NTdD57VHgOfav0/edit?usp=sharing

Disconnecting Rude/Offensive Customers

Agents are now permitted to disconnect a call if the customer is being rude or offensive.

If a customer is rude or offensive on a call, provide two warnings before disconnecting. After the call is ended, add a SIO note with the verbatim of what the customer said.
Critical Markdown on FCR if the call is disconnected without giving prior warnings.

STOP Emails Without Context

Clarified handling of "STOP" responses to emails.

If the customer sent “STOP” to an affiliate email, request Svelte-only content removal and inform the customer. Let them decide if they also want to stop receiving Svelte content.
If “STOP” was sent to a Svelte content email, request removal from all emails.

Quality Impact:

FCR – Critical: Marked as a Critical miss if the customer is not informed about what action was taken.
- Example: You selected “Stop all emails” or “Svelte-content Only” without explaining this to the customer.
System Updates – Non-Critical: Marked as Non-Critical if the unsubscribe list was not completed after the stop request was processed.

Notations Update

We will now use a simplified notation format:

Issue: Main reason for the contact. If multiple concerns are raised, include the primary issue and other impactful concerns.
Resolution: The resolution provided to the customer.

Quality Impact:

No Notations: Critical
Super Inaccurate Notations: Critical
Main Issue Not Mentioned: Critical
App Cancellation/Refund Form Not Submitted: Non-Critical
Payment Errors Not Logged on Escalation Sheet: Critical
Escalation Log Missing: Critical
New App User Request Form Not Submitted: Critical
Unsubscribe/Spam Request Not Logged: Critical
Callback/SupCall Request Not Logged: Critical
Failed to Merge Tickets: Non-Critical
Ticket Status Incorrect: Non-Critical
Failed to Complete Program Comp: Critical

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