# Conversation Flow — Goozone Seller Onboarding

**TARGET_LANG:** English
**Type:** Internal CSR workflow + optional AI Agent FAQ bot
**Approved:** Based on Strategy Brief and Onboarding Circuit (Blueprint Doc 06)

---

## Part 1: CSR Workflow (Manual, No Bot)

This is the step-by-step process that CSR (Sasha/Rosannah) follows when onboarding a seller. Each step maps to a pipeline stage in HighLevel.

### Stage 1 → 2: Lead Loaded → Contacted

**CSR Action:**
1. Open HighLevel → Pipeline → "Seller Onboarding"
2. Find contact in "Lead Loaded" stage
3. Send WhatsApp Template 1: Initial Outreach (contains signup link)
4. Move contact to "Contacted" stage
5. Update custom field `seller_profile` based on conversation (DM Merchant / Brick-and-Mortar / Side-Hustle)

**WhatsApp Template:**
```
Hi {{contact.first_name}}! 👋 This is {{user.first_name}} from Goozone.
Thanks for your interest at the TIC event! Ready to get your store set up?
Here's your signup link: {{custom_values.signup_link}}
Takes about 10 minutes. I'm here if you have any questions along the way.
```

**Trigger:** 48h after Contacted if no signup → WhatsApp Template 2 (Verification Reminder)

### Stage 2 → 3: Contacted → Account Created

**CSR Action:**
1. Check if seller completed registration
2. Confirm account exists in Goozone platform
3. Move contact to "Account Created"
4. Notify Sydney (internal channel or HighLevel task)

**Email Drip Trigger:** Email 1 — "Welcome to Goozone" fires automatically

### Stage 3 → 4: Account Created → Verified

**Sydney Action:**
1. Verify seller's T&T bank account details
2. Verify phone number and email
3. Ensure seller is 18+ (or has parent/guardian)
4. Move contact to "Verified"
5. Update custom field `verification_status` → "Approved"

**Time Trigger:** 24h after Account Created if not Verified → Email 2 — "Verify your account" fires

### Stage 4 → 5: Verified → Payout & Package Set

**CSR Action:**
1. Guide seller to set up payout method in dashboard
2. Help seller choose plan: Starter (free), Basic (TTD 500/mo), or Pro (TTD 1,300/mo)
3. Update custom field `package_selected`
4. Move contact to "Payout & Package Set"

**Email Drip Trigger:** Email 3 — "Set up your payout & pick your plan" fires

**WhatsApp Nudge (48h after Verified if no package):**
```
Hi {{contact.first_name}}, you're verified! 🎉 Two quick things left:
set up your payout method and pick a plan (most sellers start free with Starter).
Want me to walk you through it over WhatsApp?
```

### Stage 5 → 6: Payout & Package Set → First Product Published

**CSR Action:**
1. Encourage seller to upload first product
2. Offer help with photos, descriptions, pricing
3. Pablo checks "New Arrivals" page for QC verification

**Time Trigger:** 5 days after Account Created → Email 4 — "What to expect" fires (independent)

**WhatsApp Nudge (72h after Package Set if no product):**
```
Hi {{contact.first_name}}, almost there! Just need your first product
uploaded and your store goes live. Need help with photos or pricing?
Happy to jump on a quick call.
```

### Stage 6 → 7: First Product Published → Registration Complete

**Laura Action (Stage 6):**
1. Check "New Arrivals" section for new seller products
2. Verify the product listing — confirm photos are accurate and listing meets standards
3. If approved, notify Sydney/Pablo that the seller is ready for final sign-off
4. Move pipeline to "Registration Complete" readiness

**Pablo/Sydney Action (Stage 7):**
1. Apply `registro-completo` tag (manual trigger)
2. Pipeline auto-moves to "Registration Complete" (Won)
3. Final confirmation that everything is set

**Email Drip Trigger:** Email 5 — "Registration complete!" fires + Email 6 — "Your store is live"

**Internal Notification (to Kriston):**
```
✅ {{contact.first_name}} {{contact.last_name}} just hit Registration Complete.
Tag applied by {{user.first_name}}. Pipeline auto-moved to Stage 7 —
email drip Email 5 should fire automatically.
```

### Post-Active: Ongoing Nurture (Automated)

| Day After Registration Complete | Email |
|-------------------------------|-------|
| 10 days | Email 8 — Dashboard tour (Newsletter 1) |
| 18 days | Email 10 — Digital logistics 101 |
| 20 days | Email 9 — Selling smart: tips & tools (Newsletter 2) |
| 10–12 days after Account Created | Email 7 — Meet your support team |

---

## Part 2: AI Agent FAQ Bot (Optional — Phase 2)

> **Recommendation:** Do NOT launch the AI Agent bot during the 33-lead pilot (Phase 1). Validate the human process first. When Phase 2 opens (55–60 sellers), deploy a restricted FAQ bot to reduce CSR load.

### Bot Personality
- **Tone:** Friendly, clear, direct — matches Goozone brand voice
- **Role:** Seller Support Assistant
- **Limits:** Answers FAQ only. All complex issues escalate to human CSR.
- **Greeting:** "Hi! 👋 Welcome to Goozone. Ask me anything about selling on our platform — payouts, delivery, prohibited items, or how to get started."

### Bot Knowledgebase

**Source 1: Website Scrape**
- URL: https://goozone.com
- Pages: /shop, /terms-of-service, /privacy-policy, /about

**Source 2: FAQ Document (10 questions)**

| # | Question | Answer |
|---|----------|--------|
| 1 | How much do I need to withdraw? | TTD 200 minimum. Withdrawals are manual and go to your bank account (1–3 business days). |
| 2 | Who pays for delivery? | The buyer always pays delivery. Sellers never pay delivery fees. |
| 3 | What can't I sell on Goozone? | Drugs, weapons, pornography, counterfeit items, stolen property, prescription meds, hazardous materials, hate items, live animals, human remains, endangered species products, recalled items. |
| 4 | What are the seller plans? | Starter (free, 15% commission, up to 3 products), Basic (TTD 500/mo, 8%, 30 products + TTD 150 boost credit), Pro (TTD 1,300/mo, 3%, unlimited, dedicated manager). |
| 5 | How do I get paid? | When a buyer pays, money goes to Goozone first. After delivery, it shows in your "Earnings" dashboard. You request a withdrawal when your balance hits TTD 200. |
| 6 | What if a buyer cancels? | If the buyer flakes, Goozone covers the cost — not the seller. You only pay if our driver arrives and you don't have the package ready. |
| 7 | How do returns work? | Buyer pays return delivery (TTD 40). Product comes back to you. If the item is damaged or wrong due to your fault, you cover the return cost. |
| 8 | What are the delivery options? | Standard (TTD 40, 1–3 days, 80+ locations), Free Meet-Up (C3 Mall, TTD 0), Same-Day (TTD 100–240, via CS), TTPOST (TTD 45, remote areas & Tobago). |
| 9 | What are the package limits? | Max 50 lbs (22.7 kg), max 120 cm on any side, must fit in a car. Most packages are under 10 lbs. |
| 10 | Can I use my own domain? | Your store will be at goozone.com/shop/yourbrand. If you have your own domain, we can set up a redirect. |

**Source 3: Marketing Brain HTML**
- Upload `Goozone_marketing_brain.html` as a knowledgebase document

### Escalation Rules

| Condition | Action |
|-----------|--------|
| Question not in FAQ | Escalate to human CSR (Sasha/Rosannah) |
| Seller wants to change plan | Escalate to human CSR |
| Technical issue with platform | Escalate to Pablo |
| Complaint or dispute | Escalate to human CSR |
| Any mention of "cancel" or "close account" | Escalate to human CSR |

### STOPBOT Triggers

| Trigger Phrase | Action |
|----------------|--------|
| "Talk to a human" | Transfer to CSR |
| "Speak to someone" | Transfer to CSR |
| "I need help with [complex issue]" | Transfer to CSR |
| "Cancel" | Note: Offer reason options, then transfer to CSR |

---

## Pipeline Stage Transition Triggers (Summary)

| Stage Change | Trigger Type | Action |
|-------------|--------------|--------|
| Loaded → Contacted | Manual (CSR) | WhatsApp Template 1 sent |
| Contacted → Account Created | Manual (CSR) | Email 1 fires |
| Account Created → (24h unverified) | Time | Email 2 fires |
| Account Created → Verified | Manual (Sydney) | Email 3 fires |
| Verified → Payout Set | Manual (CSR) | — |
| Account Created + 5 days | Time | Email 4 fires |
| Payout Set → First Product (72h) | Time | WhatsApp Nudge |
| First Product → Registration Complete | Manual (Pablo tag) | Email 5 + Email 6 fire |
| Registration Complete + 10 days | Time | Email 8 fires |
| Registration Complete + 18 days | Time | Email 10 fires |
| Registration Complete + 20 days | Time | Email 9 fires |
| Account Created + 10–12 days | Time | Email 7 fires |

---

## Version History

| Version | Date | Changes |
|---------|------|---------|
| v1 | July 2026 | Initial design based on Blueprint Doc 06 + Strategy Brief |
| Final | July 2026 | Approved, aligned with Roadmap Phase 1 |