Every Atlas Coast Zapier flow that touches MyAtlas has an automated error path. When a Zap fails, an alert email fires to [email protected] with the agent's name, email, Kajabi ID, and the action that failed. Missive routes it to the responsible team member. This SOP defines what to do when each alert arrives.
CRITICAL Escalate to Bati immediately regardless of time of day — active access control issue or terminated agent with live access.
HIGH Agent is paying and has no access, or IDV/Dots is blocked. Resolve same business day.
MEDIUM Email or tag sync failure. Resolve within 1 business day.
LOW Cosmetic only — no access or payment impact. Resolve within 1 business day.
For any issue requiring JourneyFuse involvement, open a support ticket via Tools → Support in the left nav of your JourneyFuse account. 12-hour SLA, usually faster during business hours. Do not email Tim directly for urgent matters — the support ticket routes to multiple team members.
Navigate to Settings → Agents in your MyAtlas admin account. All six actions below are self-serve.
| Action | Where | Who Can Do It |
|---|---|---|
| Create new agent record | Settings → Agents → Invite or Bulk Invite | Bati, Kelley, Donna |
| Reactivate deactivated agent | Settings → Agents → find agent → Reactivate button | Bati, Kelley |
| Deactivate agent (reversible) | Settings → Agents → find agent → Deactivate toggle | Bati, Kelley |
| Block agent (permanent flag) | Settings → Agents → find agent → Block toggle | Bati only |
| Apply badge to agent profile | Settings → Agents → find agent → toggle badge on | Bati, Kelley, Donna |
| Remove badge from agent profile | Settings → Agents → find agent → toggle badge off | Bati, Kelley, Donna |
The Remove button in Settings → Agents is a permanent removal. An agent removed this way cannot be recovered if they later rejoin. Always use the reversible Deactivate toggle for self-cancels and payment failures. Only use Block for terminations for cause.
Active access control issues. Escalate to Bati immediately regardless of time of day.
Do not attempt this as another team member. Alert Bati immediately regardless of time of day. Do not contact the terminated agent under any circumstances.
- 1Escalate to Bati immediately. Text, call, or WhatsApp — do not wait for email.
- 2Bati: Go to MyAtlas → Settings → Agents → find the agent → activate the Deactivate toggle AND the Block toggle.
- 3Separately confirm the agent's Kajabi product access has been revoked — check their tags and offer grants in Kajabi admin.
- 4Document all actions with timestamps in the agent's Kajabi contact notes.
- 5Do not contact the agent. All communication with terminated agents goes through Bati → Melissa → Jeannette if legal involvement is needed.
- 1Go to MyAtlas → Settings → Agents → find the agent.
- 2Activate the Deactivate toggle (reversible). Do NOT use the Remove button — they may rejoin later.
- 3Confirm access is removed.
- 4Add a note to the agent's Kajabi record:
MyAtlas access manually deactivated [date] — Zap 4 failure
- 1Go to MyAtlas → Settings → Agents → find the agent.
- 2Activate the Deactivate toggle (reversible).
- 3Confirm access is removed.
- 4Add a note to the agent's Kajabi record:
MyAtlas access manually deactivated [date] — Zap 5 failure
Agent is paying and has no access, or IDV/Dots is blocked. Resolve same business day.
- 1Go to MyAtlas → Settings → Agents → Invite.
- 2Manually create the agent record using the name, email, and Kajabi ID from the alert email.
- 3Confirm the record was created successfully.
- 4Add a note to the agent's Kajabi record:
MyAtlas record created manually [date] — Zap 1 failure - 5Do not contact the agent until access is confirmed.
- 1Go to MyAtlas → Settings → Agents → find the agent.
- 2Click the Reactivate button to restore their access.
- 3Confirm access is restored and they can log in.
- 4Add a note to the agent's Kajabi record:
MyAtlas manually reactivated [date] — Zap 3 failure - 5Do not contact the agent until access is confirmed.
- 1For IDV failure (Bati): Log in to ID Analyzer and manually create a DocuPass session for this agent. Send them the verification link via [email protected]. Add the
idv-pendingtag to their Kajabi record. - 2For Dots failure (Betsy): Log in to Dots and manually send this agent a payout invite using the email in the alert.
- 3Add a note to the agent's Kajabi record confirming manual resolution with date.
Email or tag sync failures. Resolve within 1 business day.
- 1Log in to MyAtlas → Settings → Agents → find the agent by their old email or Kajabi ID.
- 2Manually update their email to match the new email shown in the alert.
- 3Confirm the update saved correctly.
- 4Add a note to the agent's Kajabi record:
MyAtlas email manually synced [date] — Zap 12 failure
- 1Go to the agent's Kajabi contact record.
- 2Manually update their email to match the new email from MyAtlas shown in the alert.
- 3Confirm the update saved correctly.
- 4Add a note to the agent's Kajabi record:
Kajabi email manually synced [date] — Zap 13 failure
onboard-scheduled tag was not applied in Kajabi. Impact: Internal tracking gap — agent may not be in the correct email sequence.- 1Go to the agent's Kajabi contact record.
- 2Manually add the
onboard-scheduledtag. - 3Verify they are enrolled in the onboarding email sequence.
Cosmetic only — no access or payment impact. Resolve within 1 business day.
- 1Go to MyAtlas → Settings → Agents → find the agent.
- 2Toggle the relevant badge on:
• Academy Graduate →academy-graduate
• Coach →coast-coach
• Booking Partner →coast-partner - 3Confirm the badge appears on their public directory profile.
- 1Go to MyAtlas → Settings → Agents → find the agent.
- 2Toggle the relevant badge off:
• Former Coach → toggle offcoast-coach
• Former Partner → toggle offcoast-partner - 3Confirm the badge no longer appears on their directory profile.
| Scenario | Zap | Primary | Escalate To |
|---|---|---|---|
| Terminated agent has active access | Zap 6 | Bati | Nobody — Bati handles directly |
| Cancelled agent has active access | Zap 4 | Bati | Kelley |
| Lapsed-payment agent has active access | Zap 5 | Bati | Kelley |
| New agent has no MyAtlas access | Zap 1 | Bati or Kelley | Melissa if unresolved |
| Returning agent has no access | Zap 3 | Bati or Kelley | Melissa if unresolved |
| IDV failed at first booking | Zap 10 | Bati | Melissa |
| Dots failed at first booking | Zap 10 | Betsy | Bati |
| Email sync failed (either direction) | Zaps 12 & 13 | Donna | Bati or Kelley |
| eWebinar tag missing | Zap 11 | Kelley or Donna | — |
| Badge grant or revocation failed | Zaps 7–9, 8b, 9b | Kelley or Donna | — |
If any admin panel action fails or you cannot locate an agent's record, open a support ticket via Tools → Support in the left nav of your JourneyFuse account. Include the agent's name, email, and Kajabi ID. Do not email Tim directly for urgent matters. 12-hour SLA, usually faster during business hours.
