This document outlines the standard operating procedures for managing, responding to, and moderating content across all Svelte public pages and private communities.

1. Daily Workflow & Prioritization

The goal is to ensure timely and effective engagement across all platforms. When responding to comments and messages, follow this chronological hierarchy:

• Address the previous day’s engagement first, always starting with the oldest item.

• Use your available internal resources (existing documentation, past answers, FAQ).

• Always ask if you are unsure of the correct response or policy for a specific query.

2. Response Quality Standards

Every public and private response must adhere to these quality guidelines to maintain a professional and personal brand voice.

Core Quality Checks

• Personalization: Always start the response with a friendly greeting using the person's first name (e.g., "Hi [Name]," "Hey [Name]," or "Hello [Name]").

• Accuracy: Maintain correct grammar, spelling, and punctuation.

• Comprehension: Read the query thoroughly to understand the user's needs.

• Completeness: Answer the entire question or address all questions raised in the comment/message. Do not skip any part of the user's query.

Private Communities - Review ALL pending posts and either approve or deny (answering denied posts via private message). 

• Svelte Accelerated Body Transformation Club - Metaboost Connection

• Svelte Life Community (OAD)

• Svelte Accelerated Back and Body Transformation Club - Back Renewal System

• Bio Renü Community Page

• Svelte Life Gemeinschaft (German SLS)

• Beschleunigter Körper Transformations Club - MetaBoost Connection (German ABTC)

• Comunidad de Svelte (Spanish SLS)

• Club de Transformación Corporal Acelerada de Svelte (Spanish ABTC)

All requests are taken care of within 24 to 48 hours, with 48 hours being the maximum. If there are customers informing us that they have not received a response for a long time, it is likely that their request has been declined due to the following reasons:

• They did not provide an email address when they submitted their request. There are instances where the customer's Facebook name matches the name on the order, and in these cases, we'll accept the request. However, if the names are completely different, there is no way for me to verify their purchase, and their request will be declined.

• Their subscription is for SLS (Svelte Life Series), but they submitted their request through the ABTC (Accelerated Body Transformation Club) Facebook page, or vice versa. Also check if they have an MBC or OAD main program. In such cases, their request will be declined.

Please confirm to the customer first if they have done the above reasons or not, then the CS team immediately advises the customer the right thing to do. 

Challenge Info

When someone asks about a challenge, instead of copy and pasting everything, you can just send them the link to the post. 

Public Pages

Resources - Provide additional resources if relevant (e.g., links to YouTube videos, blog articles, relevant product pages).

Emojis must be relevant to the text and used appropriately:

• 1 sentence: 1 emoji 

•  Several sentences: 2 emojis 

•  Several sentences: 2 emojis 

Threads - Reply on the comment thread as well, especially on our community groups!

3. Moderation Policy: Delete vs. Hide

Private Communities 

No Approving Of Member Requests - Agents are not allowed to approve or decline a member request in private communities. 

What to Approve?

• Daily challenge posts - customers posting about their daily progress in the current community challenge

• Questions about the program - customers asking about the specifics of our program such as the substitution, ingredients, procedure and recipes. 

• Engagement - greetings or introduction.

• Dashboard inquiry - customers needing guidance in their dashboard. Ex. “Where can I find the Metabolic Flush?” “Where is the 30 day water challenge located?”

What to Delete?
Delete the comment entirely when it is: 

• Negative (without constructive feedback).

• Advertising another business.

• Spam

Public Pages

What to Delete?

• Negative (without constructive feedback). Ex. “Scam” “This program is a lie” “You talk too much”

• Negative comments with impact on Sales - Why buy this if i can get this free online” 

• Body Shaming - “Mere is too skinny”

• Advertising another business.

• Spam 

• Revenue impacting comments - “Why buy this if i can get this free online”

What to Hide?

For sensitive issues, you must reply publicly to acknowledge the user, then hide the comment so the interaction is visible to the user but not the general public. 

• Contains someone’s personal info (email, phone number). 

• Personal help request that is not brand-positive. Ex. "I paid & never received anything." "The site isn’t working." "I’ve contacted CS many times and no one ever gets back to me."

• If the member shares a recipe but didn't put any links, we can share the links in the comment section or reply to those asking :)

4. Automation FB/IG

If a user comments "Get started" they will be sent our program info for MBC with a link to the quiz.

Automation flow: 

1. User comments "Get started" on any MBC post or reel.

2. User comments will have an auto reply letting them know they got a DM.

3. Users will get a message with a brief description of the program and a button link to take the quiz. 

4. After that the automation will end so if a customer responds that would require a manual reply should they have further questions!

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