Owner: Shahzaib Abbas (Marketing Manager) — first response and resolution
Contributors: Andrew Herbert (escalation authority, personal channel handling) ·
Habibah (Legal & Finance — legal escalation only) · Muskan (social monitoring +
response support)
Entity: REMAP.ai + PrivateAI (both)
Status: v0.9 · In Progress · Pending Andrew Herbert review
Version: 0.9 | Last updated: 2026-06-23
⚠️ Andrew Involved — Andrew must be informed of every crisis immediately,
regardless of severity. He owns any response involving EO contacts, his personal
LinkedIn, or anything with legal or reputational significance to the business.
What this workflow does: Defines how REMAP.ai detects, responds to, and resolves
public-facing crises — negative reviews, wrong information in published content, public
complaints, or reputational incidents on social media. Covers who does what, how fast,
and who needs to be in the loop.
What triggers it: Any of the following:
What it produces: A resolved situation — the complaint addressed, incorrect content
corrected, the affected person engaged with professionally, and the team informed. No
crisis goes unresponded to.
Why it matters: REMAP.ai is B2B and reputation-dependent. Andrew's personal
credibility is core to the business. A single unhandled public complaint — especially
on LinkedIn where the ICP lives — can do disproportionate damage. Fast, calm,
professional response is the entire playbook.
| Role | Department | Responsibility | Escalation |
|---|---|---|---|
| Shahzaib — Marketing Manager | D1 Marketing | First to respond. Handles Level 1 minor complaints independently. Informs Andrew of everything immediately. Takes initiative to contact complainants at Level 2. | Escalates to Andrew if: personal LinkedIn message, EO-connected person, legal concern, or situation is escalating |
| Andrew Herbert — CEO | Strategic | Informed of every crisis regardless of severity. Owns responses involving his personal channels, EO contacts, or anything with legal/reputational weight. Final decision on all crisis responses. | Final authority |
| Habibah | Legal & Finance | Legal escalation only — brought in if the complaint involves legal risk, contract dispute, data breach, or any statement that could indicate legal action | Only when legal risk is identified |
| Muskan | D1 Marketing | Social monitoring — watches comments across all accounts daily. Flags anything unusual to Shahzaib immediately. | Reports to Shahzaib |
Before any response is taken, Shahzaib assigns a severity level. This determines
who leads, who is informed, and how fast action is needed.
| Level | Description | Who leads | Andrew? | Response time |
|---|---|---|---|---|
| Level 1 — Minor | Rude comment, minor complaint — no personal connection, no legal risk, low reach | Shahzaib handles independently | Informed after handling | Within 2 hours |
| Level 2 — Moderate | Public complaint from client/prospect, incorrect content, bad review, gaining traction | Shahzaib leads, Andrew informed immediately | Informed immediately; approves formal response | Within 1 hour |
| Level 3 — High | EO contact involved, Andrew's personal LinkedIn, legal risk, escalating rapidly | Andrew leads, Shahzaib supports | Andrew leads entirely | Immediate |
Step 1 — Detection (Always-on monitoring)
Step 2 — Assess Severity
Step 3 — Inform Andrew (All levels)
Step 4A — Shahzaib handles independently
Step 4B — Shahzaib leads, Andrew approves
Step 4C — Andrew leads, Shahzaib supports
Step 5 — Escalate to Habibah (Legal — if triggered)
Step 6 — Resolution & incident logging
| Tool | How it's used | Agent-ready |
|---|---|---|
| Google Alerts | Set for REMAP.ai, PrivateAI, Andrew Herbert — flags web mentions automatically | Yes — automated |
| LinkedIn (notifications) | Real-time comment and message notifications across all accounts | Partial |
| Instagram (notifications) | Real-time comment notifications across REMAP.ai and PrivateAI accounts | Partial |
| Discord | Shahzaib flags crisis to Andrew; coordination channel; internal escalation | Yes — API |
| Urgent escalation to Andrew when immediate response needed | No — manual | |
| Gmail | Direct outreach to complainants via email | Yes — API + MCP |
| LinkedIn DM | Direct outreach to complainants on LinkedIn | Partial |
| Google Docs | MKT-04-DOC-01 — Crisis Incident Register | Yes — API + MCP |
Tool gaps:
Decision: Severity level assignment (Step 2)
| Level | Condition | Who leads |
|---|---|---|
| 1 | Rude comment, minor complaint, low reach, no personal connection, no legal risk | Shahzaib — independent |
| 2 | Public complaint, bad review, incorrect content, moderate reach, client-related | Shahzaib leads · Andrew informed immediately |
| 3 | EO contact, Andrew's personal LinkedIn, legal risk, escalating situation | Andrew leads · Shahzaib supports |
If Shahzaib is uncertain about the level — default to escalating to Andrew.
Decision: Legal escalation
| Option | Condition | Action | Owner |
|---|---|---|---|
| A | No legal risk | Marketing team handles | Shahzaib or Andrew |
| B | Legal risk identified | Stop all public response · escalate to Habibah immediately · preserve all records | Shahzaib or Andrew — either can trigger |
Decision: Delete or keep the comment
| Option | Condition | Action | Owner |
|---|---|---|---|
| A | No platform rule violation — legitimate complaint | Keep; respond professionally. Deleting legitimate complaints looks worse than addressing them. | Shahzaib (L1 + L2) · Andrew must approve (L3) |
| B | Abusive language, personal attack, or platform rule violation | Screenshot first → delete → document | Shahzaib (L1 + L2) · Andrew approves (L3) |
| Scenario | How to handle | Escalation |
|---|---|---|
| Bad review goes viral before detected | Respond immediately and professionally. Acknowledge, don't get defensive. Andrew informed within minutes. Do not get into a public argument. | Andrew leads if significant traction |
| Incorrect information in blog post | Correct immediately. Add correction note if post has significant views. Identify how it got through and fix the approval process. | Inform Andrew. Flag process gap to n8n pipeline review. |
| EO member complains publicly | Shahzaib does NOT respond publicly. Inform Andrew immediately — he handles directly given the EO relationship. | Andrew leads entirely |
| PrivateAI data concern raised publicly | Stop all public response immediately. Escalate to Habibah and Andrew simultaneously. Do not speculate publicly about data practices. | Habibah + Andrew — immediate joint response |
| Andrew says something publicly that causes backlash | Shahzaib monitors reaction and briefs Andrew on scale. Andrew decides whether to respond, clarify, or let it settle. No unilateral action from marketing. | Andrew decides entirely |
| Competitor makes false claims about REMAP.ai | Do not engage publicly with competitor directly. Shahzaib briefs Andrew. If defamatory — escalate to Habibah. | Andrew + Habibah if legal dimension |
| Metric | Type | Target |
|---|---|---|
| Time to first response — public complaint | Leading | Under 2 hours during business hours (09:00–17:00 PKT) |
| Time to Andrew notification | Process | Within 15 minutes of detection for Level 2 and Level 3 |
| Incidents logged in crisis register | Process | 100% — every incident logged regardless of severity |
| Incorrect content correction time | Leading | Under 1 hour from identification |
| Complaints resolved without public escalation | Lagging | 100% target — no complaint should escalate if caught early |
| Step | Current state | Suggested automation | Tool | Effort |
|---|---|---|---|---|
| Step 1 — Social monitoring | Manual (Muskan watches daily) | n8n monitors LinkedIn and Instagram for new comments → instant Discord notification to Shahzaib | n8n + social APIs | Medium |
| Step 1 — Web mention alerts | Google Alerts (email) | Forward Google Alerts emails to Discord channel for faster visibility | n8n + Gmail → Discord | Low |
| Step 6 — Incident logging | Manual Google Doc entry | Crisis form in Google Forms → auto-creates incident entry in register | Google Forms + Sheets | Low |
Upstream — what feeds this workflow:
Downstream — what this workflow feeds:
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | 2026-06-23 | Initial draft — three-tier severity model (Level 1/2/3), detection, Shahzaib-independent and Andrew-led response paths, legal escalation to Habibah, Crisis Incident Register documented. Tool gaps identified: social listening tool and template library both missing. | Shahzaib + REMAP Workflow Builder |
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