How We Run KT Everyday
Inside AI360
Where the clients live, how they move, what the tags mean, and the shortcuts that keep you out of trouble. Read it once, keep it open your first week.
What AI360 Is
AI360 is our operating system. Every client, every message, every document, every appointment lives in one place. If it isn't in AI360, it didn't happen.
The people
Every client and lead. One record per human — never make a second one.
The work
A return in progress. This is what moves through the pipeline stages.
The talking
Texts, emails, calls, chat — all threaded on the contact record.
The bookings
Staff calendars, consult types, and the website booking widget.
The robot
32 workflows firing off tags and stage moves. You trigger them without realizing it.
The switches
Labels on contacts. Some are notes. Some start automations. Know which is which.
What's Live Right Now
Verified live in the account today. Learn this version — upgrades are coming, and we'll retrain when they land.
Fully bilingual
English and Spanish lanes are separate top to bottom — separate pipeline, separate automations, separate messaging.
Two offices
Main Office East Freeway and Beechnut Office. Office is tracked with a tag on the contact.
Voice AI + missed-call text-back
Missed calls get texted automatically. The voice agent can book and tag before a human touches it.
Client upload portal
Clients upload docs through the portal. Uploads land on the contact and tag themselves by document type.
The Two Boards
A client's language decides their board. Pick wrong and they get the wrong automated messages in the wrong language.
| Pipeline | Language | Stages | Use when |
|---|---|---|---|
| Priority Status – 8 Stage Sync (English) | English | 10 | Default for English-speaking clients |
| Priority Status – 8 Stage Sync (Spanish) | Spanish | 11 | Client tagged spanish language |
English Stages — In Order
After Filed, the opportunity lands in a status stage that describes the relationship, not the job:
Docs Recevied in the English board. Automations reference it. Renaming it breaks live workflows. Leave it alone and tell your lead.Moving a Client Through the Pipeline
Stage = where the work actually is. Not where you hope it is. Moving a card is a real action — it fires messages to the client.
Move on evidence, not intention
"I asked for docs" is not Docs Received. Move it when the docs are on the record.
One opportunity per return
Same client, next tax year = a new opportunity. Never recycle last year's card.
Forward only, except on error
Dragging backward can re-fire a workflow the client already got. If you must, say so in a note.
Note before you move
Drop a note on the contact explaining why. The next person inherits your reasoning, not your memory.
Stay in the right language board
A Spanish client on the English board gets English automations. Fix by moving the whole opportunity, not by re-tagging.
Stuck > 5 days = escalate
Nothing should sit in Docs Requested for a week. That's a phone call, not a nudge.
How Tags Actually Work
Tags are labels on a contact. Some are just information. Some are a switch that starts an automated text or email the second you click it.
Tells us something
type-llc · source-referral · beechnut office · spanish language · service-bookkeeping
Starts a workflow
docs-requested · doc-upload-link-sent · run-docs-check · checklist-complete · filed-stage-reached
The Tag Families
193 tags sounds like chaos. It isn't — they group into families by prefix. Learn the prefix and you can read any contact at a glance.
| Prefix | What it tells you | Examples |
|---|---|---|
type- | Entity / client type | type-individual, type-s-corp, type-trucking |
service- | What we're doing for them | service-tax-preparation, service-payroll |
source- | Where they came from | source-referral, source-google-seo, source-walk-in |
status- | Where they stand | status-documents-pending, status-filed |
docs- | Document collection state | docs-w2-received, docs-missing-items |
doc: / document-type- | Auto-applied by the upload portal | doc:w-2, document-type-1099 |
poa- | Power of attorney / IRS access | poa-2848-needed, poa-transcript-access-granted |
urgent- | Escalate — human attention now | urgent-irs-letter-received, urgent-audit-notice |
va – | Applied by the virtual assistant / voice AI | va – docs link sent, va – escalate to kristen |
Tag Hygiene — The Real Trap
The account has grown over three years. Near-duplicate tags exist. Only one of each pair is wired to a workflow — the other does nothing and silently strands the client.
| You'll see all of these | Reality |
|---|---|
docs-received · docs-recieved · status-documents-received | Three spellings, one intent. Ask which is live before using any of them. |
docs requested · docs requested · docs-requested | Space vs. double-space vs. hyphen. They are different tags to the system. |
team responded · team-responded | Same story. |
Never create a new tag
Type the first three letters and pick from the dropdown. If nothing matches, ask — don't invent.
Never delete a tag
Deleting a tag can silently kill a workflow that watches for it. Flag it instead.
Working a Contact Record
Search before you create
Search by phone and email and last name. Duplicates split a client's history across two records and break automations.
Phone in full format
Always +1XXXXXXXXXX. Texting and call matching depend on it.
Notes are the handoff
Every call, every promise, every date. If Kristen picks up this client tomorrow, the notes should be enough.
Tasks for anything with a date
"Follow up Thursday" belongs in a task with a due date, not in your head.
Respect do-not-message
If it's on the record, no texts, no email blasts. No exceptions.
Never edit custom fields blind
Fields feed the tax software. A wrong value flows straight into a return.
The Daily Loop
Same order, every day. It takes about twenty minutes and it's how nothing falls through.
Conversations — unread first
Clear new-inbound-unread. Reply, then let the thread fall off the list.
Missed calls
Anything tagged missed-call or voicemail-return-needed gets a callback today.
Walk the board left to right
Start at Docs Requested. Anything aging is a call, not a text.
Ready for Review handoff
Confirm the checklist is genuinely complete before you tell the preparer it's ready.
Clear your tasks
Overdue tasks are the first thing your lead looks at.
Sweep the urgents
Any urgent- tag added today gets eyes on it before you log off.
Documents — The Path
The portal does the tagging
When a client uploads through the portal, document tags apply themselves. You don't hand-tag those.
Emailed or walked-in docs are manual
Those you upload to the contact yourself — and that's when you check the docs tags by hand.
Missing items get a specific tag
docs-missing-items, client-has-missing-w2, docs-missing-signature — be specific so the right follow-up fires.
Don't mark complete early
checklist-complete tells the preparer to start. Marking it early wastes their time and ours.
Shortcuts That Save You an Hour a Day
- Filter, then save the view. Build a Contacts filter (stage + tag + language), save it as a Smart List. That list is your morning queue — you build it once.
- Search on phone, not name. Names get typed twenty ways. Phone numbers don't.
- Use snippets for anything you type twice. Docs request, portal instructions, "we filed" — save them, stop retyping.
- Bulk actions live in the Contacts list, not the pipeline. Filter first, select all, then tag. Faster and safer than one-by-one.
- Read the Automations tab on the contact. It shows every workflow the client is currently in. Check it before you send anything manual — the robot may already be mid-conversation.
- Check the timestamp before you apologize. A workflow may have already replied. Read the thread top to bottom first.
- Hover a stage to see the count. Fast read on where the bottleneck is without opening a report.
Bilingual Handling
Half this book is Spanish-speaking. Language isn't a preference field — it routes the entire automated experience.
Tag the language first
spanish language goes on the contact before anything else. It decides which messages they get.
Then the Spanish pipeline
Create the opportunity on the Spanish board. Tag alone doesn't move the card.
Spanish walk-ins have their own tag
call-in/walkin spanish — separate from the English one on purpose.
Never translate on the fly
Approved Spanish templates exist. Don't machine-translate a client message and send it.
Don't Do These
Rename or delete a stage or tag
Live workflows point at them by name. Renaming breaks automation silently — nothing errors, things just stop happening.
Edit a workflow
Workflows are changed by Errol only. If one is misbehaving, screenshot it and report it.
Bulk-message without approval
Any send to more than a handful of contacts gets signed off first. Deliverability is shared across the whole firm.
Create a duplicate contact
Split history breaks automations and loses documents. Search harder.
Put an SSN in a note or a text
Sensitive data goes in the secure fields and the portal. Nowhere else.
Ask when unsure
Thirty seconds of asking beats an hour of undoing. Nobody gets in trouble for asking.
Your First Five Days
| Day | Goal | Done when |
|---|---|---|
| 1 | Log in, tour Contacts / Conversations / Opportunities | You can find any client three different ways |
| 2 | Read both pipelines stage by stage | You can name all 10 English and 11 Spanish stages |
| 3 | Shadow the daily loop | You've run it once with your lead watching |
| 4 | Work real contacts — notes, tasks, tags | Zero new tags created, zero duplicates made |
| 5 | Move real opportunities through stages | You moved five cards and explained why for each |