Automation

Readme

IT Service & Communication Automation

This directory contains the automation logic used to streamline the customer lifecycle—from initial inquiry and scheduling to post-service follow-up and financial reporting.

🛠 Structure

The automation suite is divided into two primary categories:

1. Gmail Filters

The “Front Desk” A collection of complex search strings and “Waterfall Logic” that acts as an automated triage system for incoming leads.

  • Triage: Automatically identifies Emergency, Data Recovery, Onsite, and In-Shop requests.
  • Efficiency: Uses a hierarchy of exclusions to ensure customers receive exactly one relevant template.
  • Spam Protection: Filters out automated notifications, receipts, and no-reply aliases.

2. Google API

The “Operations Manager” Google Apps Scripts (GAS) that leverage Google Calendar and Contacts to handle logistics and relationship management.

  • Logistics: Automatically reminds clients of upcoming appointments to reduce no-shows.
  • Retention: Sends automated check-ins 30 days after service to drive repeat business and feedback.
  • Financials: Scans the calendar to generate mileage audit trails for IRS tax deductions.

🔗 How They Work Together

  1. Discovery: A customer emails the shop.
  2. Triage: Gmail Filters identify the service type and send the appropriate scheduling template.
  3. Scheduling: Once an appointment is added to the Google Calendar, the API scripts take over.
  4. Logistics: The Appointment Reminder script notifies the client on Monday morning of the service week.
  5. Audit: After the service, the Mileage Calculator logs the travel for tax purposes.
  6. Loyalty: 30 days later, the Follow-up script checks in to ensure the solution is still holding up.

🛡 Security and Maintenance

  • API Access: All scripts in the Google API folder require the Google People API service to be enabled in the Apps Script project settings.
  • Generalization: To maintain privacy, ensure all scripts and filter strings use environment-specific variables (like [YOUR SHOP ADDRESS]) rather than hard-coded personal data.

This automation suite is part of the PNWC IT-Manual, designed for maximum operational efficiency with minimal manual intervention.