Section 2
Operating Hours & Coverage
| Day | Hours (EST) | Primary | Backup | Notes |
|---|
| Monday – Friday | 8am – 5pm | Shiela | Donna (rings after 20 sec) | Full live coverage |
| Saturday | 9am – 1pm | Nicole | Donna (rings after 20 sec) | Limited coverage |
| Sunday | Internal only | — | — | Email triage only — not advertised |
| All other times | IVR only | — | — | No live ring attempt — IVR plays immediately |
Section 3
Inbound Call Routing
This is a live-first system. The IVR is the fallback when no one answers — it is not the primary front door.
During Business Hours
Ring sequence
1
Call comes in. Rings Shiela (M-F) or Nicole (Sat) for 20 seconds.
2
If answered: live call handled per Section 5.
3
If not answered: rings Donna for 20 seconds.
4
If neither answers: IVR plays. Caller selects option. Routes to voicemail per Section 4.
Outside Business Hours
IVR plays immediately. No live ring attempt. Voicemail transcribed by JustCall and routed to Missive via Zapier.
Live Call Answer Flow
Answer sequence
1
Answer with standard greeting (script TBD — open item).
2
Identify the caller: name, and whether they are an agent, a prospect, or a traveler looking to book.
3
If agent: pull up their account in Kajabi or MyAtlas (account lookup system TBD — open item).
4
Handle or escalate per Section 5.
5
JustCall auto-generates a transcript and AI summary after the call ends. This routes to Missive via Zapier automatically — no action needed.
Section 4
IVR Menu
Melissa's voice. Warm, on-brand. Includes call recording disclosure.
"Thanks for calling Atlas Coast Travel Group! We're so glad you reached out. Please note this call may be recorded for quality purposes. To make sure we get you to the right place, please listen to the following options..."
1
I'm an Atlas Coast travel agent
Support queue
"For the fastest help, email us at
[email protected] — our team monitors this regularly. For urgent issues, leave a message with your name and email and we'll get back to you next business day."
Voicemail → JustCall transcribes → Zapier → Missive → Donna / Shiela / Nicole (agent support queue)
2
I'm interested in becoming a travel agent
Support queue
"We'd love to have you join the Atlas Coast family! The fastest way to get started is to apply at atlascoasttravel.com/join — it takes about two minutes. If you have questions before applying, leave a message after the tone and our team will get back to you within one business day."
Voicemail → transcribed → Zapier → Missive → Nicole / Donna (prospect queue)
3
I'm looking to book a trip
Lead → Booking Partner
"Wonderful! We'd love to connect you with one of our expert travel agents. Please leave your name, email address, where you're dreaming of going, and your rough travel timeframe — and one of our agents will be in touch within 24 hours."
Voicemail → transcribed → Zapier parses name / email / destination / timeframe → matched to Booking Partner by specialty → agent notified in Missive
4
Supplier, partner, or media inquiry
Bati
"Thank you for reaching out to Atlas Coast Travel Group. Please leave your name, company, and the best way to reach you — and our team will be in touch."
Voicemail → transcribed → Zapier → Missive → Bati (Atlas ops)
Media response: Standard inquiries reply within 1 business day. Tier 1 media (Bloomberg, WSJ, major broadcast networks): flag Melissa immediately regardless of time of day. Melissa handles all Tier 1 personally.
0
All other inquiries
Donna triage
General voicemail → transcribed → Missive → Donna triage
Section 5
Live Call Escalation Tiers
No Warm Transfers
There are no warm transfers to coaches, Bati, Betsy, leadership, or anyone outside the support team. The only live handoff is Shiela or Nicole → Donna as first-tier escalation. For everything else: end the call professionally, log a note in Missive, and assign the thread.
Situation
Action
Routine inquiry — platform access, onboarding, Atlas Academy
Handle live
Complex issue Shiela or Nicole cannot resolve
End call professionally. Add Missive comment with summary and next action. Assign to Donna.
Booking or commission issue
End call professionally. Add Missive comment. Assign to Betsy.
Billing or subscription issue
End call professionally. Add Missive comment. Assign to Betsy.
Supplier or partner calling
End call professionally. Add Missive comment. Assign to Bati.
Emergency or urgent system issue
End call professionally. Add Missive comment. Assign to Bati or Kelley immediately.
Section 6
Post-Call Protocol
When a call requires someone outside the support team:
Post-call steps
1
End the call professionally. "I'll make sure the right person follows up with you directly. You can also reach us at
[email protected]."
2
Wait for the JustCall transcript and AI summary to arrive in Missive. This is automatic — takes 1-3 minutes. Do not create a second record manually.
3
Add a brief comment on the Missive thread: what was discussed, what the next action is, who is responsible.
4
Assign the thread to the responsible person. The transcript handles the detail. Your comment handles the next action.
What "Log a Note" Means
Adding a comment on the Missive thread. It is not a separate log entry, a formal write-up, or a second record. The JustCall transcript handles the detail automatically. Your comment handles the next action. That is all that is needed.
Section 7
Outbound Calls
Welcome Call Program (Voicemail Drop)
Every new agent receives a personal welcome call within 48 hours of completing onboarding. Melissa's voice. Run via the JustCall power dialer.
Welcome call process
1
Nicole works the welcome call queue in JustCall — Monday and Wednesday/Thursday outbound blocks. Shiela and Donna as needed during launch wave.
2
No answer: one-button Voicemail Drop (Melissa's pre-recorded welcome). Move immediately to next call.
3
Live answer: support staff welcomes the agent, answers basic questions, escalates per Section 5 if needed.
4
All calls logged automatically. Transcripts route to Missive via Zapier. Nicole's thread for that agent gets the summary.
All Outbound Call Categories
| Category | Owner | Trigger | Notes |
|---|
| New agent welcome call | Nicole | Onboarding completion in Kajabi | Voicemail Drop if no answer |
| Allianz quote lead follow-up | Nicole | Allianz quote not converted | Sales follow-up |
| Open ticket follow-up | Shiela or Nicole | Complex ticket unresolved over 24 hrs | Faster than email back-and-forth |
| Inactive agent check-in | Donna / Shiela / Nicole | Agent hasn't booked in X days | Coaches are not involved in outbound call operations |
Zapier to Missive Routing (All Voicemails)
| Trigger | Missive Destination | Assigned To |
|---|
| Press 1 voicemail (existing agent) | Agent support thread | Donna / Shiela / Nicole (triage) |
| Press 2 voicemail (prospective agent) | New prospect thread | Nicole / Donna |
| Press 3 voicemail (traveler lead) | Lead routing queue | Matched Booking Partner by specialty |
| Press 4 voicemail (supplier / partner / media) | External relations thread | Bati |
| Press 0 voicemail (general) | General inbox | Donna (triage) |
| Outbound welcome call summary | Agent's thread | Nicole |
Section 8
Open Items — Resolve Before July 1
IVR order: Confirm Press 1 = existing agents as currently designed, or different? Confirm whether a billing branch is needed or folds into Press 1.
Account lookup system: What does Shiela use to pull up an agent's account on a live call? Kajabi? MyAtlas? Both? Script and system must be confirmed before go-live.
Standard answer greeting: Script needed for Shiela. Must be written, reviewed, and trained before launch.
Melissa's welcome voicemail: Not yet recorded. Must be written, recorded, and uploaded to JustCall as a Voicemail Drop before the welcome call queue runs.
Call recording disclosure: Confirm legal requirement for Florida with Jeannette before launch. IVR script currently includes the disclosure but it must be legally vetted.
MNC&C calls: Does the Atlas Coast number (321) 499-9575 also handle MNC&C inquiries, or does MNC&C have a separate number?
Hold music / on-hold message: Not yet configured.
Welcome call queue method: Google Sheet tracking (Option A) or Zapier direct (Option B)? Must be confirmed before Nicole starts running the queue.
