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Revuva SOP — Onboarding Call #1 (OB #1)#

Built from the Image Aesthetics OB #1 call of 23 Mar 2026 (~43 min of content; recording runs silent to 56:24). Transcribed by Whisper ASR — timestamps reference the recording; minor mishears are possible and are flagged where they matter. The transcript has no speaker labels: roles below are inferred and tagged (Revuva) / (Client). The Revuva side is led by Jack's business partner, not Jack ("email me and Jack" [00:42:25]; "me and Jack" built the platform [00:20:08]). The client contact is addressed as "Jo" [00:41:54]; "Lisa" is heard at [00:42:51] — end-of-call names may be ASR mishears (the other two OB #1 records name the session leader "Lou"/"Louisa", so "Lisa" plausibly refers to the Revuva leader, not the client — unverified). This SOP uses roles only. Note: the transcript contains a duplicated ASR segment around [00:06:53]–[00:07:29] (a known Whisper artifact), so citations in that window are approximate.

Security note. Three passages of the recording contain spoken credentials: a login password read aloud at [00:00:14] and again at [00:11:22]–[00:11:44], and a verification code read aloud at [00:18:56]. They appear in this document only as {{credential — redacted}}. The client's personal Instagram account name ([00:16:28]) is also withheld because it overlaps the spoken password. Action for Jack: any credential spoken on this recording must be treated as exposed — it lives in the audio and the raw transcript — and rotated. Future calls: use reset/activation links; never speak passwords or codes on a recorded call (see Part D).

How this document was verified. ~30 claims across the two source drafts were spot-checked against the primary transcript; 9 corrections were applied (wrong timestamps, one over-credited status downgraded 🟡→⬜, one asserted-but-unclear detail downgraded to ⚠️, event-order fixes). Both drafts were swept for credential fragments — clean. Part C compares against Gemini summaries of two other OB #1 calls; those notes are themselves summaries and may omit things, so Part C lists are "gaps to check", not findings of fault. The ⚠️ VERIFY flags and ❓ statuses below are deliberate — they mark honest uncertainty and must not be silently resolved.

At a glance — run OB #1 from this screen#

Pre-call

On the call

Wrap (90 seconds)

Part A — Call runbook#

A1. Before the call — prerequisites (only what this call evidences)#

  1. Client's Revuva account already exists — credentials were set on the initial sales call with Jack: "It'll just be whatever you said on that first call that you did with Jack" (Revuva) [00:08:39].
  2. Have the client's login email and password to hand at call start. The leader confirms the password from notes in the opening seconds — {{credential — redacted}} [00:00:14] — and again mid-login [00:11:22]–[00:11:44]. Know which email the account is under before the call; on this call that was uncertain and cost ~5 minutes [00:08:13]–[00:12:46].
  3. Be able to send a login/reset link manually if the automated password-reset email doesn't arrive: "I just sent you a link manually" (Revuva) [00:10:04] ⚠️ VERIFY exact mechanism — audio garbled.
  4. Be logged into the client's Revuva account on your own machine so you can demo and mirror-troubleshoot: leader presents the account at the start (client reacts to what's on screen [00:01:42]; presenting handover at [00:07:24]–[00:07:27]) and later says "Let me just bring it up on my side" [00:27:09], [00:30:21].
  5. Revuva-side setup finished before the call — the leader can answer "Is there anything else I need to do?" with "No, everything's set up from our side" [00:42:30]–[00:42:32]; review-request sending is ready to start immediately [00:00:41]. (What "everything" covers was never shown on screen — see Part B §2 #18 ❓.)
  6. Video call with screen share, client on a laptop — client shares "entire screen" [00:04:08]; expect the macOS/Chrome screen-recording permission snag on Mac clients [00:05:00].
  7. Jack reachable during the call for product questions — leader messages him live about the image-crop issue: "I've just asked Jack about that" [00:29:51].

A2. Call phases#

Phase 1 — [00:00:41] Set the plan: reviews first, then listings and social#

Goal: agree the engagement sequence and get permission to move into hands-on setup. Run over the Revuva side's screen share of the client's account (inferred — client reacts to on-screen content [00:01:42]; "Stop presenting / I'm presenting" handover at [00:07:24]–[00:07:27]).

  1. [00:00:41] Open with what starts today: "what we'll start being able to do is… sending out review requests to people" (Revuva).
  2. [00:00:48] Offer the quick win — a bulk SMS review ask to past clients: "send out a bulk sms to maybe the people who have had… appointments in the last six months" (Revuva) [00:00:48], "just some easy ones on the board first and foremost" [00:00:56]. Uses {{REVIEW_LOOKBACK}}.
  3. [00:01:05] State the sequencing rationale — reviews come first; listings drive visibility, reviews drive choice: "we also want to make sure that you become that obvious choice when it comes to the reviews" (Revuva) [00:01:12].
  4. [00:01:16] Introduce the Social piece and steer the client to post from inside Revuva: "i'd prefer you to do it in here just because then you're posting to your google business profile as well" (Revuva) [00:01:26].
  5. [00:01:31] Let the client confirm how they post today — this client posts directly herself ("do you just post these on here like… directly" [00:01:31]; "i've done this since january" [00:01:40] — speaker inferred Client ⚠️).
  6. [00:01:42] Handle on-screen distractions without losing the thread — client spots an unexpected Fresha listing for her business ("why am i in fresha is so weird"). Explain and park it (see Decision D1): "fresha is like a booking system" [00:01:53]; "they use it as a lead generation tool" (Revuva) [00:02:09]; client parks it: "i can just stay there until i can deal with that" [00:02:31].
  7. [00:02:35] Recap the Social capability: "you can post onto all of your different platforms through here and you can create posts" (Revuva) [00:02:35]–[00:02:41], and posting IG + Google simultaneously [00:02:47].
  8. [00:02:53] Name the requirement and pivot to hands-on: "in order to do it we'll just need to connect up your accounts" [00:02:53]; ask for the screen share: "if you want to start sharing your screen with me and i can log you into [Revuva]" (Revuva) [00:02:57] (heard "reviver").
  9. [00:03:06]–[00:03:41] While they set up, let the client voice posting constraints and context — this client posts less on advice she attributes to "apra [AHPRA] and queensland health" [00:03:12] and is "a little burnt out… 14 years" [00:03:41]–[00:03:47]. Acknowledge; don't push volume (cadence guidance comes in Phase 6).

Phase 2 — [00:03:47] Get the client's screen share working#

Goal: client sharing their entire screen so they can drive every click themselves.

  1. [00:03:54] Point to the share control in the meeting toolbar: "a little button on here with a laptop with an arrow pointing upwards" (Revuva) — bottom or top toolbar.
  2. [00:04:08] Instruct: choose "entire screen", click the screen thumbnail, click Share [00:04:08]–[00:04:10].
  3. [00:04:23] Wait a few seconds ("maybe just give it a few seconds"); if nothing appears [00:04:39], retry the same steps [00:04:52]–[00:04:58].
  4. [00:05:00] If Chrome is blocked — error "google chrome might not have screen recording permission on your computer go to system preferences" — walk the client through System Preferences → privacy settings [00:05:17]–[00:05:24] and enable Google Chrome [00:06:19]–[00:06:23], approving any "allow this time" prompt [00:05:11]. (See Decision D2.)
  5. [00:06:54] Warn that granting the permission relaunches Chrome and drops them from the meeting: "I think it kicks you out when you make the changes" (Revuva) [00:06:56]; have them rejoin and re-share.
  6. [00:07:00] Confirm out loud before proceeding: "Yeah, I can see your screen." Resolve any "who is presenting" confusion — leader stops presenting so the client's screen is the working surface [00:07:24]–[00:07:27].

Phase 3 — [00:07:30] Log the client into Revuva on their own browser#

Goal: client signed in at {{PLATFORM_URL}} with the page bookmarked, so they can get back in alone.

  1. [00:07:30] Have them open a new tab and type the app address, dictating it in pieces: "type in APP" [00:07:30], ".{{PLATFORM_URL domain}}" [00:07:33]–[00:07:36] (heard "app.reviewv.com.au").
  2. [00:07:38] Guide them to the right entry/option — as heard: "click on that top one… The second one. It says initial" [00:07:38]–[00:08:04]. ⚠️ VERIFY: which suggestion/option this refers to is not decipherable from audio.
  3. [00:08:05] "And click sign in."
  4. [00:08:07] Encourage bookmarking the login page ("Let me just bookmark this" (Client) [00:08:07]–[00:08:12]).
  5. [00:08:13] Establish which email the account is under. This call: client guessed between emails ("Is it Joe? It's the Queenie email" [00:08:13]–[00:08:14]); anchor to the source of truth: "whatever you said on that first call that you did with Jack" (Revuva) [00:08:39].
  6. [00:08:17] Password: client asks "Do I have the password?" — leader has it on file ({{credential — redacted}}, confirmed at [00:00:14]). Fallback offered: "You can do forgot password if you don't remember" (Revuva) [00:08:46].
  7. [00:09:04] Proceed to login [00:09:04]–[00:09:13]; if reset is used, tell them a reset email is coming ("it'll send your password… email" [00:09:19] ⚠️ VERIFY — audio garbled, heard "Reese's email").
  8. [00:09:30] If the email hasn't arrived ("Oh, not yet" [00:09:30]), send the link manually and have them re-check: "Maybe try now… I just sent you a link manually" (Revuva) [00:10:04] ⚠️ partially garbled.
  9. [00:11:03] If still stuck, re-check which address the account is actually under — this call it was NOT the assumed one: "I just said it's not Queenie… That's Jordan" [00:11:03]–[00:11:07] ⚠️ VERIFY names.
  10. [00:11:22] Leader re-confirms the password verbally — {{credential — redacted}} [00:11:22]–[00:11:44]. (SOP: avoid; use reset links on recorded calls.)
  11. [00:11:55]–[00:12:46] ⚠️ VERIFY: the exact step that finally completed the login is inaudible (long pauses, "that's not being emailed" [00:11:51]); client is logged in by [00:12:46].
  12. [00:12:47] Once in, have them bookmark the app itself: "So let's bookmark this" [00:12:47]–[00:12:55]. (Second bookmark — the login page was bookmarked at [00:08:07].)

Phase 4 — [00:13:06] Connect Instagram#

Goal: the client's business Instagram connected to Revuva via the direct integration.

  1. [00:13:06] Navigate: "go on the left hand side and go to where it says social" (Revuva).
  2. [00:13:18] If the client normally posts from their phone (this one does — "I sit in bed and do all my socials on my phone" [00:13:18]), reassure: "You can access this on your phone as well" (Revuva) [00:13:25].
  3. [00:13:36] Click Instagram in the social connections [00:13:36]–[00:13:42] — on the computer, not their phone [00:13:43]–[00:13:45].
  4. [00:13:51] "And click direct Instagram integration."
  5. [00:13:59] "then you just have to log into your Instagram."
  6. [00:14:08] If the client doesn't know which email owns the IG (this client had candidates across an old business, the current business, and a legacy account [00:14:15]–[00:14:28]), just test the current business email first: "Let's just try Joe at Image Aesthetics. And see if any accounts come up" (Revuva) [00:15:08]–[00:15:10].
  7. [00:16:19] Before connecting anything, verify the account is right: "Let's just make sure this is the right one" (Revuva) [00:16:19]. This call it wasn't — it was the client's personal account (name withheld — overlaps spoken credential) [00:16:28]–[00:16:31].
  8. [00:16:40] Wrong account: click "not now" on any prompts [00:16:40], then "Click more. And then log out" [00:17:12]–[00:17:14] / "Switch accounts" [00:17:18].
  9. [00:17:23] Log in with the email that owns the business IG — this call the old-business address, heard as "Joe at InjectaSetics" [00:17:23] ⚠️ VERIFY spelling.
  10. [00:18:20] Expect interruptions — client took a phone call mid-login [00:18:20]–[00:18:26]; a verification code was then read aloud: {{credential — redacted}} [00:18:56].
  11. [00:19:09] Accept Instagram's "Save info" prompt so future logins are easier [00:19:09]–[00:19:16].
  12. [00:19:17] "then if we just exit out of Instagram in the top left" — close the tab (the red button) [00:19:17]–[00:19:25].
  13. [00:19:25] Back in Revuva: "click on Instagram again under [Revuva]" [00:19:25] (heard "reviewer"), then "go direct to Instagram integration" [00:19:33].
  14. [00:19:43] On the permissions screen: "And then allow" [00:19:43]. One permission ("view profile media" as heard) showed not enabled; leader accepted it: "No, that one, that's fine" [00:19:46]–[00:19:50] ⚠️ VERIFY which permissions are actually required.
  15. [00:19:52] "And then add" — attach the account and confirm it's connected: "Okay, so connect it. Start it up" [00:20:32]–[00:20:33]. (Connection corroborated later: Instagram is selectable in the composer [00:23:25], [00:37:31].)

Phase 5 — [00:20:34] Connect Google Business Profile (and catch bad listing data)#

Goal: GBP connected, plus any wrong public business info captured as a Revuva-side fix.

  1. [00:20:34] "let's do the same for the Google business profiles. If you just click on GBP" [00:20:34]–[00:20:37].
  2. [00:20:41] Choose the Google account when prompted [00:20:41]–[00:20:46].
  3. [00:21:04] If the wrong thing loads or the profile isn't there: "No. Exit out of that. And go again" (Revuva) [00:21:09]–[00:21:13].
  4. [00:21:18] If the profile isn't under the current business account, try the client's legacy account: "It must just be that it's not under the [current one]… Try the Queenie" [00:21:18]–[00:21:22] ({{LEGACY_GOOGLE_ACCOUNT}}).
  5. [00:21:35] "And then continue… Yes. And then add that one" [00:21:35]–[00:21:40].
  6. [00:21:42] Listen for data surprises — client: "Wrong business. Why is it showing Classic Way?" [00:21:42]–[00:21:44]. Have them click add anyway so you can inspect: "Click add and I can have a look" (Revuva) [00:21:51]. (It was her business — the profile itself carried a wrong address.)
  7. [00:21:53] Read back what the profile currently shows ({{OLD_GBP_ADDRESS}} — this call "3 slash 12 Classic Way" [00:21:53]) and confirm with the client it's wrong [00:22:10]–[00:22:12].
  8. [00:22:15] Capture the correct value from the client ({{CORRECT_ADDRESS}}) — this call dictated letter-by-letter [00:22:17]–[00:22:25] ⚠️ VERIFY exact address; heard as "Shop 1/8/1… San/Santa Maria Court, Burleigh Waters" (garbled).
  9. [00:22:27] Confirm where the bad data lives: "It is showing that way on your Google business profile" (Revuva) [00:22:27]–[00:22:31].
  10. [00:22:49] Reassure with the platform value prop and set expectations: "now that you're using us, with it all being in the one place, it should update it" (Revuva) [00:22:49]; "It's not instant" [00:22:54].
  11. [00:23:02] Take the fix as a Revuva-side action item — "I can fix it. That's fine" (Revuva) [00:23:02] — then "if we just refresh the page" [00:23:04] and move on.

Phase 6 — [00:23:07] Teach: create and publish the first post (GBP path, incl. 4:3 crop workaround)#

Goal: client publishes a real post live on the call and learns the composer end-to-end.

  1. [00:23:07] Announce the demo: "I'll just show you how to make a post."
  2. [00:23:20] "So click new post."
  3. [00:23:25] "when it says select social account, click your Instagram and Google business profile" — tick both [00:23:25]–[00:23:35].
  4. [00:23:43] Client asks "Are we not linking Facebook?" — confirm "we can do Facebook as well" [00:23:45] and defer the connection (picked up at wrap-up; Decision D9).
  5. [00:23:50] Answer the cadence question with a concrete number: client asks how often to post on Google [00:23:50]–[00:23:57]; "You need to be posting on it twice a month" (Revuva) [00:24:00] ({{GBP_CADENCE}}).
  6. [00:24:16] Orient the composer: "You can basically create your post in here. You can add your images" [00:24:16]–[00:24:18]; "Text is where you're typing" [00:24:23]; "everything's in the one place for you" (Revuva) [00:24:28]; flag Facebook will join later: "I'll get you to connect up your Facebook as well" [00:24:31].
  7. [00:25:01] Add the image — drag-and-drop into the upload area ("You can drag into here" [00:25:10]); note the client's first drag was rejected [00:25:07].
  8. [00:25:48] Watch for the meeting window covering the upload dialog — "It's behind" [00:25:48]; have them move/cancel and retry [00:25:50]–[00:26:03].
  9. [00:26:14] Alternative path — the toolbar icon: "there's a bold, italic, smiley face and then a picture icon just below where the text box is" (Revuva) [00:26:14]–[00:26:20], then "click on the image you want to upload and then click insert files" [00:26:27].
  10. [00:26:40] Client spots the GBP preview cropping the image ("So it cuts it off" [00:26:40]); check advanced options under the Google Business Profile section [00:26:43]–[00:26:52].
  11. [00:27:09] Mirror the account on your own machine to troubleshoot in parallel: "Let me just bring it up on my side so I can see what I'm doing" (Revuva) [00:27:09]. ([00:27:37] "I'm going to put the URL in" — ⚠️ VERIFY: unclear what this refers to; possibly the CTA link.)
  12. [00:28:42] Post-type selector appears (heard "feed story real story" = Feed / Story / Reel [00:28:42]) with warning "Instagram story will not support caption for publishing post" [00:29:01]. Advise: "I would do it for your feed rather than a story" (Revuva) [00:29:30]–[00:29:36]. (Decision D7.)
  13. [00:29:40] Set the call-to-action on the GBP post ("I've done the call to action" [00:29:40] — speaker attribution unclear), then "you just put your wording in and you can schedule them to go out as well" [00:29:41]–[00:29:48].
  14. [00:29:51] Escalate unknowns live rather than stalling: "I've just asked Jack about that because I don't know why it's coming off" (Revuva) [00:29:51]–[00:29:55]. ([00:31:15] Client asks about "Open Claw" — ⚠️ VERIFY: reference undecipherable; leader hadn't heard of it [00:31:33].)
  15. [00:31:39] Deliver the diagnosis once found: "it's because the Google Business Profile only supports photos in a 4 by 3 ratio" (Revuva) [00:31:39]–[00:31:47].
  16. [00:31:49] Workaround, step 1 — split the post by platform: click the arrow next to the account selector [00:32:04], "untick Instagram. So we'll keep the Google Business Profile ticked" [00:32:07]–[00:32:13].
  17. [00:32:18] Workaround, step 2 — open the image editor: click the photo under the text [00:32:21]–[00:32:36], then "A little pencil icon should come up. Click on that" [00:32:41]–[00:32:43].
  18. [00:33:04] Workaround, step 3 — pick the ratio: scroll the crop presets "down to the bottom" [00:33:10] to "that one there that says four by three" [00:33:11]–[00:33:13].
  19. [00:33:16] Workaround, step 4 — position the crop: "then you can drag the right area that you want" [00:33:16]; set the expectation "you won't be able to get the whole photo in there" (Revuva) [00:33:18]–[00:33:21].
  20. [00:33:44] Workaround, step 5 — "Apply crop" [00:33:44], then save [00:33:48].
  21. [00:34:10] State the general rule: "you might just have to do them separately" (Revuva) [00:34:10] — do the Google one, then the Instagram one [00:34:15]–[00:34:21]. (Decision D6.)
  22. [00:35:34] Character-limit question: point at the counter — "You can see the character limit in the right hand side there" (Revuva) [00:35:58] (client read 1,353 remaining [00:36:04]).
  23. [00:36:49] Offer the three publish options: "you can either post it now or you can save it for later or you can schedule it" (Revuva) [00:36:49]; client chose "Post now" [00:36:53]–[00:37:05] and it published [00:37:11].

Phase 7 — [00:37:13] Client reps it: the Instagram version of the same post#

Goal: client repeats the flow with less guidance, plus captions and hashtags. NOTE: on this call the IG post was never confirmed published before wrap-up — close this loop on screen (see Part B §2 #10 ❓).

  1. [00:37:13] Have the client drive from the top: back to Social [00:37:13]–[00:37:17]; "we'll do the one for Instagram as well. So if you go new posts" (Revuva) [00:37:18]–[00:37:20]; "create new post" [00:37:26].
  2. [00:37:31] "And then we'll select Instagram" — Instagram only this time [00:37:31]–[00:37:38].
  3. [00:37:41] Add the image again via the picture icon ("click the image button" [00:37:41]; toolbar landmark repeated [00:37:53]–[00:38:16]; "Upload image" [00:38:17]) — choose "that same picture but the square one" [00:38:18]–[00:38:22] (inferred: the square-format copy for IG — full image, no 4:3 crop).
  4. [00:38:27] Same screen-blocker: "It's just behind where our meeting is if you move that" [00:38:27], then "insert files" [00:38:33]–[00:38:36].
  5. [00:38:40] Caption reuse — client asks "Can I go back into other posts and copy and paste what I wrote?" [00:38:46] → yes [00:38:49]: navigate back [00:38:53]–[00:38:57], "click on that post" [00:39:00], "scroll down a bit. You can copy the…" [00:39:04]–[00:39:09], then "New post again" [00:39:15].
  6. [00:39:16] Caution from this call: navigating away restarted her draft — "Oh, I've let it start again" (Client) [00:39:16] — so have the client copy the caption BEFORE opening the fresh draft.
  7. [00:40:46] Listen for the client's caption workflow and let them self-correct — this client texts captions to herself [00:40:46]–[00:40:56] and concluded "I should save it in a folder, I guess" [00:41:01].
  8. [00:41:24] Hashtags — "What about hashtags?" [00:41:24] → "Yeah, you can do hashtags. So see there's the hashtag button there?" (Revuva) [00:41:27]–[00:41:31]; copy-paste is fine: "You can copy and paste them if that's easier" [00:41:40]–[00:41:43].
  9. [00:41:44] Confirm hashtags persist for reuse: "will they save automatically so I don't have to do it again?" → "Yeah" [00:41:48]–[00:41:52].

Phase 8 — [00:41:54] Wrap-up: owners, timeline, support channel#

Goal: crisp division of labour, a follow-up date, and a support path — under 90 seconds.

  1. [00:41:54] Signal time and pivot to the recap: "I've just got another meeting in a couple of minutes… I just wanted to clarify what we're going to be doing" (Revuva) [00:41:54]–[00:42:03].
  2. [00:42:03] Revuva owns listings: "So listings, I will fix up and add all of your services."
  3. [00:42:08] Reviews start immediately: "We're going to start sending out review requests to people now, some reviews come in."
  4. [00:42:13] Back-catalogue drip: "I'll do the last six months worth of your clients as well" ({{REVIEW_LOOKBACK}}).
  5. [00:42:17] Book the follow-up loosely: "I'll probably touch base with you maybe in a couple of weeks' time" [00:42:17]–[00:42:21] ({{FOLLOWUP_WINDOW}}) — "once we've had a good run to get everything going" [00:42:21]. (Part D recommends a dated booking instead.)
  6. [00:42:25] Name the support channel: "If you have any trouble with the socials, just email me and Jack" ({{SUPPORT_CONTACTS}}).
  7. [00:42:30] Answer "Is there anything else I need to do?" with a clean close: "No, everything's set up from our side" [00:42:30]–[00:42:32].
  8. [00:42:36] Assign the one client action item — Facebook: "try and link Facebook as well" [00:42:39]; client self-serves: "I'll try and do it myself" [00:42:42]. (Decision D9.)
  9. [00:42:44] Close warmly and confirm: "if you need anything, just reach out" [00:42:44]; "We're good to go?" → "Yeah" [00:42:48]–[00:42:49]; goodbyes [00:42:51]–[00:43:04].

A3. Decision points (IF / THEN rules observed on this call)#

A4. Placeholders#

Part B — Completion tracker#

Source & reading notes. OB #1 transcript, client Image Aesthetics, 23 Mar 2026; content runs to [END] ~[00:43:04]. The file has no speaker labels — roles are inferred: Lead = the Revuva-side session leader (not Jack — the Lead says "email me and Jack" [00:42:25]); Client = the Image Aesthetics contact. The names "Jo" [00:41:54] and "Lisa" [00:42:51] appear near the end but are unverified ASR — this document uses roles only. ASR quirks relied on below: "reviewv"/"reviver" ≈ Revuva (app URL spoken as "app.reviewv.com.au" [00:07:33]–[00:07:36]); "fresha" = Fresha (booking platform); "InjectaSetics" [00:14:15] = a prior business/account name of the client, as heard; "Queenie" = the nickname of one of the client's email/Google accounts [00:08:14], [00:21:22].

Security note — credentials redacted. The recording contains spoken credentials. They are never reproduced here, in any form:

⚠️ VERIFY / action for Jack: any credential spoken on this recording should be treated as exposed (it lives in the audio and raw transcript) and rotated.

B1. Done live on this call#

[HH:MM:SS] Completed action Evidence (quote)
[00:07:00] Screen share established after fixing Chrome's macOS screen-recording permission (error surfaced at [00:05:00]) "Yeah, I can see your screen."
[00:12:46] Client logged into the Revuva web app. A login link was sent manually mid-troubleshoot ([00:10:04]); reset-email delivery was doubted ([00:11:51] "that's not being emailed") and the account email turned out not to be the assumed one ([00:11:03]–[00:11:07]). ⚠️ The exact step that completed the login is inaudible — login itself is corroborated by in-app navigation from [00:13:06] [00:10:04] "I just sent you a link manually"
[00:12:47] Revuva app bookmarked in the client's browser after login (the login page was also bookmarked earlier, [00:08:07]) "So let's bookmark this."
[00:19:52]–[00:20:32] Instagram connected via direct Instagram integration (after first landing in the wrong personal account [00:16:28] and switching) [00:19:52] "And then add." → [00:20:32] "Okay, so connect it."
[00:21:35]–[00:21:51] Google Business Profile connected, via the "Queenie" Google account ([00:21:22] "Try the Queenie."); add confirmed while inspecting the address surprise ([00:21:51] "Click add and I can have a look") "And then continue. … And then add that one."
[00:31:39] GBP image-cropping problem diagnosed live — the Lead messaged Jack mid-call ([00:29:51] "I've just asked Jack about that") "Google Business Profile only supports photos in a 4 by 3 ratio"
[00:33:44]–[00:33:48] Post image cropped to 4:3 in the built-in editor and saved "Apply crop." / "And then save."
[00:37:02]–[00:37:11] First post published live to Google Business Profile, with call-to-action added ([00:29:40] "I've done the call to action"; a URL entry is also mentioned [00:27:37] ⚠️ unclear what it refers to) "Post now." → "Okay, awesome."
[00:23:07]–[00:41:52] Full posting training delivered: composer + account selection [00:23:25], image upload [00:26:27], feed vs story [00:29:01]–[00:29:30], character limit [00:35:58], post/save/schedule options [00:36:49], hashtags incl. auto-save [00:41:27]–[00:41:52] [00:23:07] "I'll just show you how to make a post."
[00:42:25] Support channel agreed for any social-posting trouble "just email me and Jack"

Both connections are corroborated later in the call: Instagram and GBP are selectable in the post composer ([00:23:25] "click your Instagram and Google business profile") and the GBP post publishes successfully [00:37:11].

B2. Full task inventory#

# Item Owner When Status at call end Evidence
1 Grant Chrome screen-recording permission (macOS System Preferences) and establish screen share Client (Lead-guided) live on call ✅ done live [00:07:00] "Yeah, I can see your screen."
2 Log the client into the Revuva app (spoken as "app.reviewv.com.au") Client + Revuva live on call ✅ done live Logged in by [00:12:46]; in-app navigation from [00:13:06]. Manual link sent [00:10:04]; ⚠️ exact completing step inaudible
3 Bookmark the Revuva login page and the app Client live on call ✅ done live [00:08:07] and [00:12:47] "So let's bookmark this."
4 Connect Instagram (direct Instagram integration) Client (Lead-guided) live on call ✅ done live [00:20:32] "Okay, so connect it."; selectable in composer [00:23:25]
5 Connect Google Business Profile Client (Lead-guided) live on call ✅ done live [00:21:40] "And then add that one."; GBP post succeeds [00:37:11]
6 Diagnose why GBP was cutting the image off (Lead asked Jack mid-call) Revuva live on call ✅ done live [00:31:39] "only supports photos in a 4 by 3 ratio"
7 Create and publish first GBP post (image cropped 4:3, CTA added; URL entry mentioned [00:27:37] ⚠️ unclear) Client (Lead-guided) live on call ✅ done live [00:37:02] "Post now." → [00:37:11] "Okay, awesome."
8 Train client on the posting workflow end-to-end (upload, crop, per-platform posts, limits, scheduling, hashtags) Revuva live on call ✅ done live [00:23:07] "I'll just show you how to make a post."
9 Agree support channel: email the Lead + Jack if socials play up Both live on call ✅ done live [00:42:25] "just email me and Jack"
10 Create and publish the Instagram version of the post Client (Lead-guided) live on call ❓ unclear from audio Started [00:37:18] "do the one for Instagram"; caption/hashtags added, but no publish confirmation before wrap-up [00:41:54]. ⚠️ VERIFY: check IG/platform for the post
11 Listings build-out: fix up the listing and add all of the client's services Revuva after call ⬜ committed, not started [00:42:03] "listings, I will fix up and add all of your services." No listings work is evidenced live on the call — the listing exists but is wrong/incomplete (see #12)
12 Correct the wrong listed address — shows "3/12 Classic Way" [00:21:53]; client says it should be Shop 1/…, San Maria Court, Burleigh Waters [00:22:17]–[00:22:25] (⚠️ VERIFY exact unit — audio garbled) Revuva after call ⬜ committed, not started [00:23:02] "I can fix it. That's fine."
13 Start sending review requests to clients Revuva after call (stated "now") ⬜ committed, not started [00:42:08] "start sending out review requests to people now"; first framed [00:00:41]
14 Bulk SMS review drip to clients with appointments in the last ~6 months Revuva after call ⬜ committed, not started [00:42:13] "I'll do the last six months worth of your clients as well."; raised [00:00:48]
15 Check-in / touch-base call Revuva after call (~2 weeks) ⬜ committed, not started [00:42:17] "touch base with you maybe in a couple of weeks' time"
16 Connect the Facebook page Client after call ⬜ committed, not started [00:42:42] "I'll try and do it myself."; raised [00:23:43] and [00:24:31]
17 Ongoing posting through Revuva — GBP at least twice a month Client recurring ⬜ committed, not started [00:24:00] "You need to be posting on it twice a month."; post-in-platform preference [00:01:26]
18 Remaining Revuva-side platform setup (scope unspecified) Revuva pre-/on-call (claimed) ❓ unclear from audio [00:42:32] "No, everything's set up from our side." ⚠️ VERIFY: what "everything" covers (e.g. review-request config) was never shown on screen

Note: items that were raised but explicitly deferred with no owner or commitment (Fresha page, "Open Claw", mobile-access walkthrough, etc.) are tracked in §B5, not as open tasks.

Status totals: ✅ 9 · ⬜ 7 · ❓ 2. (Editorial correction: item #11 was originally marked 🟡 "started but incomplete" — downgraded to ⬜ because the transcript evidences no listings work performed live on the call.)

B3. Follow-ups#

Owed by Revuva (Lead / Jack):

  1. Fix up the listing and add all services — no explicit date; implied before the check-in ([00:42:03]).
  2. Correct the wrong address (Classic Way → San Maria Court, Burleigh Waters; ⚠️ VERIFY exact unit) — [00:23:02]. Root cause ("where that's pulling from" [00:22:55]) was left undetermined; the Lead also noted the platform "should update it… It's not instant" [00:22:49]–[00:22:54].
  3. Begin review requests — stated timing "now" [00:42:08]. (See Part C: the email-connection / report-access / opt-in-filtering steps that the other OB #1s treat as prerequisites were not evidenced on this call.)
  4. Bulk SMS review drip to the last ~6 months of clients — framed as the first "easy ones on the board" [00:00:48]–[00:00:56]; confirmed "I'll do the last six months" [00:42:13].
  5. Touch base "in a couple of weeks' time… once we've had a good run" [00:42:17]–[00:42:21] — the only stated deadline-like framing on the call.
  6. Conditional: respond by email (Lead + Jack) if the client hits social-posting trouble [00:42:25]–[00:42:29].

Owed by the client:

  1. Connect the Facebook page herself — no deadline stated [00:42:36]–[00:42:42].
  2. Keep posting through Revuva, with GBP posts at least twice a month, ongoing [00:24:00], [00:01:26].
  3. Nothing further was assigned — client asked "Is there anything else I need to do?" and was told "No, everything's set up from our side" [00:42:30]–[00:42:32]. (Housekeeping flag, not an assigned task: the Instagram post's publish state is unverified — §B2 #10.)

B4. Definition of done — OB #1#

Derived strictly from what this call treated as its goals (opening agenda [00:00:41]–[00:01:31] and [00:02:41]–[00:02:57]: reviews, listings visibility, social connected + posting via the platform; closing check [00:42:48] "So we've covered everything. We're good to go?").

By the end of an OB #1, ALL of the following must be true:

Result at call end: 10 of 11 met. The single explicitly unmet goal is the Facebook connection (delegated to the client), plus one unresolved ❓ — whether the Instagram post actually published (§B2 #10).

B5. Mentioned but not completed / skipped#

  1. Fresha-created "community" page on the client's listing — surfaced [00:01:44], explained as a Fresha lead-gen tactic [00:02:03]–[00:02:22]; client explicitly deferred it: "i can just stay there until i can deal with that" [00:02:31]. No owner, no timeline.
  2. Facebook connection — intended on the call ("I'll get you to connect up your Facebook as well" [00:24:31]) but never attempted live; moved to client self-serve after the call [00:42:42] (tracked as §B2 #16).
  3. Instagram version of the post — begun [00:37:18]; the draft was lost once and restarted ("Oh, I've let it start again" [00:39:16]); no publish confirmation on audio before wrap-up begins [00:41:54]. ⚠️ VERIFY (tracked as §B2 #10).
  4. Mobile/phone access walkthrough — started and interrupted: "You can access this on your phone as well. You just go to." [00:13:25]–[00:13:27]; never resumed. The client's photo-transfer pain ("I've got to airdrop all the photos onto here" [00:13:22]) was left unresolved.
  5. Instagram OAuth scope — one permission ("view profile media") wasn't enabled during connection and was waved through: [00:19:46]–[00:19:50] "No, that one, that's fine." Impact not assessed on call. ❓
  6. Root cause of the wrong address — "Just trying to figure out where that's pulling from" [00:22:55]; dropped in favour of "I can fix it" [00:23:02].
  7. "Open Claw" — client asked if the Lead knew it [00:31:15]; Lead did not [00:31:33]; client said "Check it out" [00:31:37]. No commitment recorded either way.
  8. Post scheduling — shown as an option ("post it now or… save it for later or… schedule it" [00:36:49]) but not used; the GBP post went out immediately, and the IG post never reached a confirmed publish.
  9. Review-request configuration — never shown on screen during the call; discussed only ([00:00:41], [00:42:08]) and covered by the unverified "everything's set up from our side" claim [00:42:32]. ❓ (tracked as §B2 #18).
  10. AHPRA / Queensland Health posting-frequency concern — raised by the client ("apra and queensland health say you should not post that as much" [00:03:12]–[00:03:22]); acknowledged but no compliance guidance was given beyond the 2×/month GBP cadence.
  11. Caption storage workflow — client described texting captions to herself [00:40:48]–[00:40:56] and mused "I should save it in a folder" [00:41:01]; no action taken or assigned.

Part C — Consistency check vs other OB #1 calls#

Cross-referenced against Gemini meeting notes from two other OB #1 sessions: SKINXLULU (20 Mar 2026, Timely booking system) and Rejuvenation Beauty Clinic (31 Mar 2026, Square booking system). Important caveats: Gemini notes are AI summaries and may omit things that did happen; and the Image Aesthetics call spent heavily on posting training, which the other calls explicitly deferred to a session #2 — so some "gaps" may simply belong in this client's next session. Treat everything below as gaps to check, not accusations. (Side observation: both other records name the session leader as Jack's business partner "Lou"/"Louisa" — consistent with this call's not-Jack Lead, and possibly the "Lisa" heard at [00:42:51].)

C1. Standard in the other OB #1s but NOT evidenced in the Image Aesthetics call#

# Gap to check Where it appears in the other calls Why it matters here
1 Listings keywords, suburbs and stocked brands captured with the client SKINXLULU: "Additional Attributes" — concern keywords (dry skin, acne), brands stocked ("Every Day", "Profilo" [likely Profhilo]), suburbs within 5 km (Camperdown, Newtown, Annandale), and terms excluded for compliance ("cheek filler"). Rejuvenation: searchable-keyword services ("anti-aging treatment", "hydrofacial") instead of internal names, suburbs, brand names Revuva took the services build-out on itself post-call [00:42:03], but keywords/suburbs/brands need client input that was never collected
2 Logo / media upload (square format) SKINXLULU: square logo uploaded in the media tab (platform requires square). Rejuvenation: logo drag-and-dropped in the media tab Never touched on this call
3 Email service connection SKINXLULU: Gmail (hello@) + Google 2-step-verification app password so review emails send from the client's domain. Rejuvenation: awaiting web-hosting details — and email connection is stated as required before a phone number can be approved for SMS campaigns This call promised review requests + bulk SMS "now" [00:42:08]–[00:42:13]. If the same SMS gating applies, the promise may be blocked until email is connected. Highest-priority check
4 Reputation settings review — auto-responses SKINXLULU: recommendation to turn OFF auto-responses for reviews due to regulatory concerns around words like "Botox"/"filler" Not shown on this call — notable because this client raised AHPRA / Queensland Health concerns herself [00:03:12]
5 Review SMS template reviewed with the client SKINXLULU: SMS request text template reviewed, kept as-is. Rejuvenation: short format agreed; welcome message customised to use first name Not shown on this call, despite the review drip being the headline promise
6 Booking-system report access for review requests SKINXLULU: Revuva granted administrator access in Timely to pull attended-appointment reports (manual daily pulls preferred over the Zapier "appointment created" trigger). Rejuvenation: Square access confirmed (staff-level sufficient); Revuva removed from the appointment calendar The promised 6-month bulk SMS [00:42:13] depends on pulling this client's list — no access or report flow was evidenced (booking system itself only implied Timely ⚠️)
7 Opt-in / consent filtering and throttling for the drip SKINXLULU: client report exported with "allow SMS marketing" / "allow email marketing" columns so only opted-in customers are contacted; sends throttled to ~25–50/day to avoid spam flags; client to triple-check the list. Rejuvenation: drip scoped to the client's real 4-month history No consent/opt-out filtering was discussed for the promised 6-month bulk SMS — a compliance exposure (Spam Act / marketing-consent) worth closing before anything sends
8 Business info and opening-hours review SKINXLULU: business info tab reviewed — email, address, opening hours confirmed. Rejuvenation: wrong Easter opening hours corrected (Mon/Fri closures, weekend hours) On this call only the address error surfaced, and only by accident during the GBP connection; hours and contact details were never reviewed
9 A concrete next session booked with an invite SKINXLULU: Wed 25 Mar, 3:00 pm + calendar invite. Rejuvenation: Wed next week, 10:00 am, 45 min + invite This call closed with "maybe in a couple of weeks" [00:42:17] — nothing booked

C2. Things the Image Aesthetics call did that the other OB #1s didn't (per their notes)#

  1. Full end-to-end posting training with a live publish — composer, account selection, upload paths, publish options — and a real GBP post published on the call [00:37:11]. Both other calls deferred training to a planned session #2.
  2. The 4:3 GBP image constraint diagnosed and taught — including the split-post workaround (GBP-only crop, IG separate) and the in-composer crop editor [00:31:39]–[00:34:21].
  3. A concrete GBP posting cadence set (twice a month [00:24:00]) — no cadence appears in either other record.
  4. Hashtag workflow taught incl. the auto-save behaviour [00:41:27]–[00:41:52].
  5. Fresha unclaimed-listing education — what the "community" page is and why claiming it invites a booking-system sales push [00:01:53]–[00:02:26].
  6. A live public-data error caught and captured — the wrong GBP address, with the correction dictated on the call [00:21:53]–[00:23:02].
  7. Client login recovery walked through live (manual link, email identification) — the other calls used the cleaner "Activate your account" invite-email flow (SKINXLULU), which avoids spoken passwords entirely.

Part D — Process improvements#

The short list the evidence supports:

  1. Never speak credentials on a recorded call — and rotate the exposed ones now. A password was read aloud at [00:00:14] and [00:11:22]–[00:11:44] and a verification code at [00:18:56]; they live in the audio and raw transcript, so treat them as exposed and rotate. Use reset/activation links instead — the SKINXLULU call's "Activate your account" email flow shows the pattern already exists. Redact transcripts before storing or sharing them.
  2. Verify completions on screen before closing. The Instagram post was never confirmed published (§B2 #10), and "everything's set up from our side" [00:42:32] was never shown (§B2 #18). Add a 60-second close-out: show the IG post live, show the review-request config, then claim done. If it wasn't seen, it isn't ✅.
  3. Bring a pre-call account map. Roughly 11 minutes went to account archaeology — Revuva login email [00:08:13]–[00:12:46], wrong personal Instagram [00:14:08]–[00:19:16], GBP account hunt [00:20:41]–[00:21:35]. Before OB #1, confirm in writing which email owns: the Revuva login, the business Instagram, the Google/GBP account, and the booking system.
  4. Book the follow-up as a dated calendar slot on the call. This call left it at "maybe in a couple of weeks" [00:42:17]; both other OB #1s booked a specific day/time and sent an invite before hanging up.
  5. Don't promise sends before the pipeline is proven. Review requests and the bulk SMS were promised "now" [00:42:08]–[00:42:13], but the steps the other OB #1s treat as prerequisites — email service connection (which gates SMS number approval per the Rejuvenation notes), booking-system report access, and opt-in/consent filtering with throttling — were not evidenced on this call. Either complete them live or state them as named prerequisites with owners and dates.
  6. Ship image-prep guidance before the call. The 4:3 crop fight consumed ~8 minutes [00:26:40]–[00:34:21] and the client didn't want to resize her photos [00:30:04]–[00:30:11]. One line in the pre-call email — "GBP posts crop to 4:3; bring at least one landscape-ish photo" — plus the known snag that the meeting window hides the upload dialog ([00:25:48], [00:38:27]).

Appendix — This client's specifics: Image Aesthetics record#

Business & contact

Booking system

Account map (as heard — ⚠️ all names per ASR)

State at call end

Address issue

Agreed cadence & rollout

Follow-ups owed

Security