Customer Launchpad Gap Analysis
& Curriculum Blueprint
Cross-reference of the 48 existing video tutorials against the SNMS GHL-Native Master Playbook (6 Pillars / 5 Ops / 14 Workflows / AI Employee config). Identifies what's covered, what's partial, and what's missing — then proposes a customer-facing launchpad structure that maps every Playbook capability to a tutorial.
🧠 The Headline Finding
The 48 existing videos cover the operational basics very well — Calendars, Pipelines, Dashboard, Conversations, Reviews Request, Quotation flow, 90-Day Nurture. But the SNMS Playbook's AI Employee differentiators are largely uncovered: Voice AI Agent, Conversation AI Auto-Pilot setup, NEPQ Flow Builder, Knowledge Base training, Reviews AI Auto-Pilot, Content AI, Membership/Subscription, B2B pipeline, Trigger Link referrals, and Urable webhook bridge. 21 net-new tutorials are needed to fully realize the Playbook's positioning vs RPM.
31 Videos
Fully maps to a Playbook feature. Customer can self-serve.
10 Videos
Covers the action but misses the AI / automation layer that makes it SNMS.
21 Tutorials
Playbook capability with no existing video. Needs to be recorded.
21 Videos
The recording backlog (=Missing). Prioritized in the Roadmap section.
⚠ Caveats & Assumptions
Mapping is title-and-description based — the videos themselves were not reviewed. A video like "Master Your Contacts" may cover more than the description suggests, so partial-coverage flags are conservative. The two [PROCESSING] items in the existing customer launchpad (VIP Tiers & Upsell, QR Referral Codes) are treated as confirmed gaps. The "~64% playbook covered" figure counts coverage of distinct Playbook capabilities (Pillars + Ops + Workflows + AI configs), not video count, weighted toward what's customer-visible vs infrastructure.
Every existing video mapped to its Playbook reference (Pillar P1–P6, Ops O1–O5, or Workflow WF-01–WF-14). Status column flags how cleanly the video covers the underlying SNMS capability.
Calendars & Appointments (3 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 1 | Scheduling & Managing Appointments | Data Model: 5 Service Calendars | Covered | — |
| 2 | Booking an Appointment | Calendars + WF-02 Appt Confirmed | Partial | Doesn't show AI Booking Action (Conversation AI sending booking link) |
| 3 | Managing Appointment Reminders | WF-02 Appt Reminders | Covered | — |
Contact & Lead Management (5 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 4 | Checking & Managing Contact Details | Data Model: Custom Fields | Covered | — |
| 5 | Processing a New Lead from Website Form | WF-01 Speed-to-Lead + Forms | Partial | Doesn't show Conversation AI Auto-Pilot taking the lead instantly (the SNMS speed-to-lead differentiator) |
| 6 | How to Create an Opportunity | Pipelines (Retail / B2B) | Covered | — |
| 7 | How to Create Custom Fields and Tags | Data Model: 36-Tag Taxonomy | Partial | Doesn't enforce the SNMS naming convention (src_*, svc_*, vip_*, lead_*) or Smart List prerequisites |
| 8 | How to Master Your Contacts | Source Tracking + Smart Lists | Partial | Smart Lists for VIP tiering (Bronze/Silver/Gold filters) not explicitly covered |
Daily Operations & Management (7 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 9 | Daily Opening Routine | Operational SOP | Covered | — |
| 10 | SLA Management | P1 Speed-to-Lead (5-min SLA) | Covered | — |
| 11 | Daily Closing Routine | Operational SOP | Covered | — |
| 12 | Common Issues and Solutions | Operational SOP | Covered | — |
| 13 | Escalation Procedures | Operational SOP | Covered | — |
| 14 | Social Planner Magic Links | O3 Content Arsenal | Covered | — |
| 15 | Social Post | O3 Content Arsenal | Partial | Content AI generation (Brand Voice, AI image gen, social post writer) not shown |
Integrations & Settings (7 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 16 | Enabling App Notifications for Live Chat | Operational | Covered | — |
| 17 | Connecting Fanpage Accounts | P1 Multi-Channel (FB/IG) | Covered | — |
| 18 | Adjusting Service Configurations | Custom Values (pricing) | Covered | — |
| 19 | First Time Login & Mobile App Setup | Operational onboarding | Covered | — |
| 20 | Using the Mobile App On-the-Go | Operational | Covered | — |
| 21 | Building Embedded Live Chat Widget | P1 Chat Widget | Partial | Doesn't cover All-in-One Chat type (the one that bundles SMS+FB+IG+Voice AI+Conversation AI bot) — it's the spec'd type in the Playbook |
| 22 | How to Log In to SN Marketing System | Operational onboarding | Covered | — |
Invoicing & Payments (1 Video)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 23 | Creating Invoices, Discounts/Taxes, Recording Payments | GHL Payments (one-time) | Partial | Recurring/Subscription products (Monthly Detail Club, Annual Protection Plan from P4) not covered |
Lead Nurturing & Follow-Up (5 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 24 | Automating Follow-Ups & Segmenting Unresponsive Leads | WF-03 Nurture + nurture_90d tag | Partial | Re-Engagement Bot handoff (Conversation AI Workflow Action) on reply not shown |
| 25 | Handling Customer Replies to Nurturing Messages | WF-03 Stop on Reply + listening | Covered | — |
| 26 | Managing Reactivation Leads | WF-09 Win-Back | Covered | — |
| 27 | Handling Winback Customers | WF-09 Win-Back | Covered | — |
| 28 | The 90-Day Lead Nurture Machine | WF-03 + 5 service campaigns | Covered | — |
Loyalty & Retention (2 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 29 | Exploring the Loyalty Dashboard | P5 VIP Loyalty (partial) | Partial | 3-tier system (Bronze/Silver/Gold) and Smart List automation not shown |
| 30 | Managing Monthly Redeems, Credits, Tasks | P5 Loyalty operational | Covered | — |
Pipelines & Stages (3 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 31 | Tracking Leads & Moving Deals Through Stages | Retail Pipeline (8 stages) | Covered | — |
| 32 | Handling Lost Opportunities | Pipeline: Failed stage | Covered | — |
| 33 | Moving Appointments Through Service Stages | Pipeline → WF-05/WF-06 | Covered | — |
Reporting & Dashboards (3 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 34 | Navigating CRM Dashboard & Interpreting Metrics | Dashboard (custom widgets) | Covered | — |
| 35 | Understanding Your Dashboard | Dashboard | Covered | — |
| 36 | Weekly Review Tasks | Operational SOP | Covered | — |
Reputation Management (3 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 37 | Setting Up Review Request Workflows | WF-07 Review Request | Covered | — |
| 38 | Monitoring Google Reviews | P6 Reputation (partial) | Partial | Mentions AI auto-response but doesn't show full Reviews AI Auto-Pilot configuration (star filter, wait time, footer, pricing $0.01/reply) |
| 39 | Review Request Process | WF-07 | Covered | — |
Sales & Quotations (2 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 40 | Sending Multiple Quote Options | WF-04 Quotation Flow | Covered | — |
| 41 | Sending a Quote | WF-04 | Covered | — |
Templates & Communication (2 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 42 | Creating & Editing Email Templates | O3 Content Arsenal | Covered | — |
| 43 | How to Set Up an Email Campaign | O3 Email + DKIM/SPF | Partial | Email warm-up (Instantly.ai 45-day) and Google Postmaster monitoring not covered — these are O1 prerequisites before campaigns go live |
Unified Conversations (4 Videos)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 44 | Using CRM Conversations to Communicate | P1 Multi-Channel Inbox | Covered | — |
| 45 | Using Conversations Inbox (Unified) | P1 Unified Inbox | Covered | — |
| 46 | Using Live Chat Widget | P1 Chat Widget | Covered | — |
| 47 | Track Form Submission on Conversation | P1 Forms + Conversation Threading | Covered | — |
Workflows & Automations (1 Video)
| # | Video Title | Maps To | Status | Gap Note |
|---|---|---|---|---|
| 48 | Adjusting Automation Flows | All WF-01 to WF-14 (general) | Partial | Generic workflow tutorial; doesn't cover specific SNMS workflow logic (Conversation AI Workflow Action node, Inbound Webhook for Urable, etc) |
Playbook capabilities with no existing video coverage. Priority is set by customer impact: Critical = the SNMS-vs-RPM differentiators (AI Employee features); High = revenue/retention systems customers will activate in their first 90 days; Medium = infrastructure or edge-case workflows the tech team or Jake's onboarding handles, but customers should still know exist.
🚨 Critical Priority — AI Employee Differentiators (6)
| # | Tutorial | Playbook Ref | Why It's Critical | Est. Length |
|---|---|---|---|---|
| M1 | Voice AI Agent Setup & 24/7 Phone Handling | O2 Phone Intelligence | The single biggest SNMS differentiator vs RPM. Walks through Settings → Voice AI → Create Agent, prompt config, LC Phone assignment, knowledge base linking, transfer-to-human rules. | 10–12 min |
| M2 | Conversation AI Auto-Pilot — Primary Bot Configuration | P1 Speed-to-Lead | The "1-second response" promise. Walkthrough: Settings → Conversation AI → Lead Intake bot → Auto-Pilot mode → channels (SMS/FB/IG/Live Chat) → wait time → personality + intent + additional info. | 9–11 min |
| M3 | NEPQ Flow Builder — 4-Node Qualification Sequence | P2 NEPQ Qualification | The 35%+ close-rate differentiator. Build the Situation → Problem → Implication → Need-Payoff capture flow. Covers AI Splitter node + Transfer Bot to booking. | 12–15 min |
| M4 | Knowledge Base Training (Web Crawler + FAQ + Documents) | AI Configuration | Without this, all bots respond generically. Shows Web Crawler setup, 10+ FAQ Q&A pairs (priced services), document upload (NEPQ objection cheat sheet), auto-refresh. | 8–10 min |
| M5 | Reviews AI Auto-Pilot Setup | P6 Reputation | Existing video #38 only mentions monitoring. This shows the actual Auto-Pilot config: 4–5 star filter, 2-hour wait, response prompt, footer, $0.01/reply pricing, negative-review escalation workflow. | 7–9 min |
| M6 | Content AI — Brand Voice + Email/Social Generation | O3 Content Arsenal | How to extend the 450+ template library indefinitely. Shows Brand Voice configuration, generating fresh emails/SMS/social posts, AI image generation in Social Planner. | 9–11 min |
⚠ High Priority — Revenue & Retention Systems (8)
| # | Tutorial | Playbook Ref | Why It's High Priority | Est. Length |
|---|---|---|---|---|
| M7 | Membership Products & Recurring Subscriptions | P4 Upsell + Membership | Monthly Detail Club ($99/mo) and Annual Protection Plan ($149/mo) are the recurring-revenue moat. Stripe product setup, subscription, billing failure handling. | 9–11 min |
| M8 | Upsell Engine — Time-Triggered Cross-Sell (WF-11) | P4 / WF-11 | 30-day post-PPF ceramic offer, 45-day post-ceramic tint offer, 14-day post-detail club offer. Includes Upsell Bot conversational handoff on reply. | 8–10 min |
| M9 | 3-Year Post-Purchase Sequence (WF-08) | O5 / WF-08 | The retention engine. Day 1 → Day 30 → Year 1 → Year 3 cadence per service type. Aftercare guides, anniversary, renewal conversations. | 10–12 min |
| M10 | VIP Tier Automation (Bronze / Silver / Gold) | P5 VIP Loyalty | Smart List filters that auto-apply tier tags monthly. Replaces existing video #29 (Loyalty Dashboard) which only shows the surface. | 7–9 min |
| M11 | Trigger Link Referral Attribution (WF-10) | P6 Referral | Replaces the existing customer-launchpad [PROCESSING] "QR Referral Codes". Shows unique-link generation per customer, src_referral tagging, reward fulfillment audit. | 9–11 min |
| M12 | B2B Pipeline + 5-Touch Outbound Sequence (WF-12) | P4 B2B | Fleet/dealer prospecting. Separate pipeline (6 stages), 21-day email+SMS sequence, manual reply handling by sales manager. | 10–12 min |
| M13 | Missed Call Text-Back Recovery (WF-13) | WF-13 | Trigger: Missed Call → instant SMS → Conversation AI continues. The "never lose a lead" workflow. | 5–7 min |
| M14 | Multi-Bot Handoff — Re-Engagement & Upsell Bots | AI Configuration | How non-Primary bots activate via Conversation AI Workflow Action. The mechanic that lets WF-03 / WF-09 / WF-11 hand replies back to AI instead of humans. | 8–10 min |
⚙ Medium Priority — Infrastructure & Edge Workflows (7)
| # | Tutorial | Playbook Ref | Why It's Medium Priority | Est. Length |
|---|---|---|---|---|
| M15 | Email Warm-Up via Instantly.ai (45-Day Sprint) | O1 Email Engine | 3rd-party tool customers usually don't touch. Jake/team typically handles during onboarding, but customers should know it exists and why it gates email campaigns. | 6–8 min |
| M16 | Google Postmaster Tools — Domain Reputation Monitoring | O1 Email Engine | Free tool, weekly check by VA. Shows where to log in, what to look for (spam rate, reputation score, DKIM/SPF/DMARC pass). | 5–7 min |
| M17 | Urable Webhook Integration (Shop CRM Bridge) | O4 Shop CRM Bridge | Tech-side setup, customers don't configure. But customers should understand the bridge so they trust the post-purchase flow firing. | 7–9 min |
| M18 | A2P SMS Compliance Registration | LC Phone setup | Onboarding-only step, but mandatory for SMS deliverability in the US. Easy to skip and break campaigns. | 5–7 min |
| M19 | Stale Lead Cleanup (WF-14) | WF-14 | Weekly scheduled workflow. Auto-tags cold leads, moves stale opportunities to Nurturing stage. | 4–6 min |
| M20 | NPS / CSAT Survey Setup (Post-Service) | P5 Surveys | GHL native Surveys feature. NPS <= 6 triggers Sales Manager task. Closes the loop on customer feedback. | 6–8 min |
| M21 | Smart Lists for Segmentation (VIP, Cold, Stale, B2B) | Data Model | Foundation for Marketing & Loyalty tier tagging. Customers don't always realize Smart Lists are the engine behind the automation. | 5–7 min |
🔔 Recording Estimate
Total runtime if all 21 are recorded: ~165–195 minutes of new tutorial content. Suggest batching by theme — record all 6 Critical (AI Employee) videos in one production sprint, then High Priority in a second sprint. Medium can be recorded as enablement gaps surface during real customer onboarding.
The current customer-facing launchpad is structured around 7 customer-journey modules. Below is the inventory of what's there, what's marked [PROCESSING], and what's missing relative to the Playbook.
Getting Started
- First Time Login & Mobile App Setup — Live
- Understanding Your Dashboard — Live
- Daily Opening Routine — Live
- How the AI Bot Handles Leads While You Sleep — Live
NEPQ Qualification & Quoting
- Sending a Quote — Live
- Handling Customer Replies — Live
- Understanding Your AI Qualification Flow — Live
Nurture & Follow-Up
- Handling Lost Opportunities — Live
- Managing Reactivation Leads — Live
- Your 90-Day Nurture Machine — Live
Appointments & Service Delivery
- Booking an Appointment — Live
- Managing Reminders & No-Shows — Live
- Moving Through Service Stages — Live
- Bay-Ready Morning Checklist — Live
Loyalty, Upsell & Win-Back
- Handling Win-Back Customers — Live
- VIP Tiers & Upsell — Revenue on Autopilot — [PROCESSING]
- The Post-Purchase Journey — Live
Reviews, Referrals & Reputation
- Monitoring Google Reviews — Live
- Review Request Process — Live
- QR Referral Codes & Partner Attribution — [PROCESSING]
Reference Library
- Using Conversations Inbox — Live
- SLA Management — Live
- Using the Mobile App — Live
🔎 What's Conspicuously Missing from the Existing Launchpad
The current launchpad has ~21 modules live + 2 in [PROCESSING]. But relative to the SNMS Playbook positioning, several major capability sections aren't represented at all: Voice AI (the 24/7 phone agent — RPM doesn't have this), Knowledge Base training, Content AI, Memberships / Recurring Revenue, B2B Pipeline, Reviews AI Auto-Pilot (only monitoring is shown), and Multi-Bot Handoff. The proposed launchpad below adds these as new modules.
Built on top of the existing 7-module journey structure. Adds 2 new modules — AI Employee Setup (the SNMS differentiator block) and Memberships, B2B & Advanced Revenue. Within each module, every video is tagged: Live (existing), To Record, or Re-record (existing partial coverage).
M1 Getting Started
First-day onboarding. Customer can log in, navigate the dashboard, install the mobile app, and understand the daily rhythm.
M2 NEW AI Employee Setup — The SNMS Differentiator
This module doesn't exist today and is the entire reason customers choose SNMS over RPM. Walks through the 4 Conversation AI bots, Voice AI agent, knowledge base, and reviews AI configuration. All 6 videos are net-new recordings.
M3 NEPQ Qualification & Quoting
From qualified lead to sent quote, including how the AI does the lifting and when humans take over.
M4 Nurture & Follow-Up
90-day nurture machine, lost-deal recovery, and win-back. Now includes the Re-Engagement Bot handoff that makes nurture feel one-on-one.
M5 Appointments & Service Delivery
Booked appointment → in bay → completed. Plus the missed-call recovery workflow that catches inbound leads who don't connect.
M6 Loyalty, Upsell & Retention
Turn one-time customers into multi-year revenue. Replaces the existing [PROCESSING] VIP Tiers placeholder with a full automated tier system.
M7 Reviews, Referrals & Reputation
Reviews AI auto-replies. Trigger Link referrals replace the existing [PROCESSING] QR codes (Trigger Links work better in GHL — auto-tagging is built in).
M8 NEW Memberships, B2B & Advanced Revenue
New module entirely. Recurring revenue (Detail Club, Protection Plan), B2B fleet/dealer pipeline, content engine. The advanced revenue plays customers graduate to in months 2–3.
M9 Reference Library & Infrastructure
For power users, IT, and anyone who needs to know "what's actually wired up under the hood."
Recommended sequencing for shooting the 21 missing tutorials. Production-batched by theme to minimize setup time.
AI Employee Differentiators
- M1 — Voice AI Agent Setup
- M2 — Conversation AI Auto-Pilot
- M3 — NEPQ Flow Builder
- M4 — Knowledge Base Training
- M5 — Reviews AI Auto-Pilot
- M6 — Content AI Brand Voice
Outcome: The "AI Employee" module (M2 in proposed launchpad) is shippable. SNMS-vs-RPM differentiation visible to every prospect.
Revenue + Retention Systems
- M7 — Memberships & Subscriptions
- M8 — Upsell Engine WF-11
- M9 — 3-Year Post-Purchase WF-08
- M10 — VIP Tiers (replaces [PROCESSING])
- M11 — Trigger Link Referrals (replaces [PROCESSING])
- M12 — B2B Pipeline + WF-12
- M13 — Missed Call Recovery WF-13
- M14 — Multi-Bot Handoff
Outcome: Customer launchpad fully replaces both [PROCESSING] placeholders. Recurring-revenue + B2B paths unlocked.
Infrastructure & Edge Workflows
- M15 — Email Warm-Up (Instantly)
- M16 — Google Postmaster
- M17 — Urable Webhook
- M18 — A2P SMS Compliance
- M19 — Stale Lead Cleanup WF-14
- M20 — NPS / CSAT Surveys
- M21 — Smart Lists
Outcome: Power-user / IT-side coverage. Record as enablement gaps surface during real client onboarding rather than upfront.
🏆 Recommended Next Action
Lock the Sprint 1 recording list (6 videos, ~60 min total runtime). Suggested production setup: shared GHL sub-account ("SNMS Demo Detailing"), pre-loaded with the snapshot, real services data, and a couple test contacts. One screen-recording session per video, narrated by the SEO/CRM lead. Aim for v1 ship within 2 weeks so the AI Employee module goes live alongside the next prospect demo cycle.
❓ Open Questions for You
1. The current launchpad uses Vimeo-style embeds — same tooling for the new ones, or moving to a different host (Loom, YouTube unlisted, HighLevel native)?
2. Should the launchpad live inside GHL's own Funnel Builder as a customer-facing site, or as a HighLevel "App Marketplace" page / external microsite?
3. Do you want one universal customer launchpad, or per-vertical variants (detailing vs HVAC vs roofing) once the framework expands beyond detailing?
4. For the [PROCESSING] swap — confirm Trigger Link referrals replace QR codes, or do you want to keep both (QR for in-shop, Trigger Link for digital)?