Stop 5 of 8 · Daily
Comments and DMs
Sort the overnight queue into reply, escalate and ignore, draft the easy replies in voice, and write the escalation note before the client hears it from someone else.
The queue is a sorting job
Noor wakes up to forty comments and nine DMs across four brands. Most need nothing. A few need a reply in the right voice. One or two need a human at the client, today. The work is not writing, it is sorting, and sorting is the part that eats the morning.
Export or copy the queue into a chat and let Claude do the first cut. Noor still decides, but she decides on a sorted list.
Three buckets
Inside the taco chain Project. Here is the overnight comment and DM queue, copied as is. Sort every item into reply, escalate or ignore. For reply, draft the reply in the Project voice, under twenty words for comments. For escalate, say in one line why it needs the owner and what I should recommend. For ignore, group them and tell me the reason in one line for the whole group. Do not invent any fact about an order, a location or a person. [paste the queue]
| Bucket | What it looks like | What Noor does |
|---|---|---|
| Reply | Praise, hours, menu, where questions | Skim the draft, send |
| Escalate | Refunds, injuries, staff named, press | Write the note to the client |
| Ignore | Spam, bots, arguments between strangers | Nothing |
The lines Claude does not cross
For the med spa: no answer about whether a treatment is safe for a specific person, no dosage, no medication interaction, no diagnosis, no result promised in a DM. The reply says a nurse will answer and Noor forwards it that morning.
For the law firm: no legal advice, no reading of a document a stranger pasted, no opinion on whether someone has a case, no discussion of anyone's situation in public. The reply offers a consultation and nothing else.
Write both replies once, keep them in the Projects, and use them verbatim.
Draft the standing reply for a med spa DM asking whether a treatment is safe for their specific condition, and the standing reply for a law firm DM describing a custody situation and asking what to do. Each under forty words, warm, no advice of any kind, ending with the one step that moves them to a person. These go in the Projects as fixed text.
The escalation note
The point of the note is that the client hears it from Noor.
Write the escalation note to the taco chain owner about item seven. Four lines: what was posted and where, what I have already replied publicly, what I recommend we do next, and what I need from her by when. Plain, calm, no blame. I will paste the screenshot underneath.