Manually Cancelling Onboarding

This process is for dealers who are Signed but Never Started (unresponsive, could not onboard a property separately) or upgraded/downgraded before completing integration.

1. CSL or Project Manager - Change the Rocketlane Project status to one of: 
   • Signed But Never Started 
   • Integration Unresponsive
   1. MTSA
      1. Updating the Project Status in Rocketlane will update the Ops Overview Processing Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Ops Overview board. You will need to manually update all other Ops Overview items' Processing Status in Monday.
      2. Updating the Project Status in Rocketlane will update the Clarivoy Properties board Processing Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Clarivoy Properties board. You will need to manually update all other Clarivoy Properties board items' Processing Status in Monday.
   2. SOURCE REPORTS
      1. Updating the Project Status in Rocketlane will update the Source Reports Properties board Property Status column in Monday
         1. ✴️ For GROUPS, this update will only sync with the item that has the RL Project ID filled in on the Monday Source Reports Properties board. You will need to manually update all other Source Reports Properties board items' Property Status in Monday.
2. CSL or Project Manager - Go to Project Settings (gear icon in top right corner) then Team Members on the left. Remove all dealer contacts from the Project.
3. CSL or Project Manager - If there is a new project for the dealer (due to upgrading/downgrading), make sure to invite the dealer to that project and tag them in a Chat message letting them know they should use this new Onboarding project instead for their new Subscription level.

Starter - Integration Unresponsive

Per MR 5/14/24 Ops Nuggies meeting, Integration Unresponsive = 30 days after the Sign Up Date if the Property Status still=Integration WIP

1. 🚀 When new Starter projects are created in Rocketlane, a Rocketlane automation ("Starter New Projects --> Set Due Date 30 days out") sets the Due Date to 30 days from today.
2. 🚀 Whenever certain actions occur in a Starter project, an automation will push the Due Date to 30 days from today:
   1. Customer sends a message inside any task
   2. Any task status is updated
3. 🚀 While RL projects are still In Progress, customers receive weekly project recap emails (Project Updates) from Rocketlane showing a list of all tasks In Progress that they need to compete.
   1. You can view Project Update emails that have been sent by going to the project, then editing the visible tabs by clicking this button in the top right corner (just below the blue Invite button). Then enable the slide next to Project Updates and click Done. Now you can see the Project Updates tab inside the project.
4. 🚀 On the Monday prior to the due date, Rocketlane will send the customer
5. 🚀 If the due date arrives for a Starter project and the Rocketlane project is still status=In Progress, a Rocketlane automation ("Starter - On Due Date, if still In Progress --> set status Integration Unresponsive") will set the project status to Integration Unresponsive
   1. ✴️ When the Rocketlane project status changes to Integration Unresponsive, Zapier will update the MTSA Source Reports Properties board item's Property Status to "Integration Unresponsive".
      1. 🚨 When the Property Status to Integration Unresponsive, Monday automations will move the property to the Inactive group
      2. If it is a group project, only 1 board item will be updated. CS Specialist must manually update the other board items' Property Status. To be automated by Ops - TBD - Group Processing WIP
6. 🚀 When the Rocketlane project status changes to Integration Unresponsive, a Rocketlane automation ("Send Message - Integration Unresponsive (STARTER)") will send the dealer a message in the project General Chat (this also gets sent to the dealer in an email):

I hope this message finds you well.

We have made several attempts to reach you regarding the Sales and CRM Leads files for {Project Name}, which are crucial for processing your Source Reports Attribution with Clarivoy. We understand that circumstances may be busy, and we want to ensure you have a smooth experience with our services.

If we do not receive a response within the next seven days, we will need to close out the request for processing your Source Reports attribution. However, we are here to assist and are happy to discuss any questions or concerns you might have.

Please reach out to us if you need further assistance or wish to continue with the request.

Thank you for your attention to this matter.

Customer Takes Action or Responds

1. If the customer or a Clarivoy employee takes any of the following actions, Rocketlane automations will be triggered:
   ◦ Sends a message on a Task ("Starter - Update Due Date when new Task Message (to prevent Integration Unresponsive)")
   ◦Updates a Task Status ("Starter - Update Due Date when Task status updated (to prevent Integration Unresponsive)")
   🚀 Rocketlane automations will:
   1. Update the due date to 30 days from today
   2. Set the Project Status to In Progress
      1. ✴️ When the Rocketlane project status changes to In Progress, Zapier will update the MTSA Source Reports Properties board item's Property Status to "In Progress".

7. If the customer responds in the general chat (or via email) and is still interested, CS Specialist should:
   1. Update the due date to 30 days from today
   2. Set the Project Status to In Progress
      1. ✴️ When the Rocketlane project status changes to In Progress, Zapier will update the MTSA Source Reports Properties board item's Property Status to "In Progress".