> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/mochi-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/mochi-docs/mochi-sops/mochi-setter-sop-daily-workflow-inbox-management.md).

# Mochi Setter SOP: Daily Workflow, Inbox Management

### Objective

This SOP explains how a setter should use Mochi to manage conversations, review performance, apply tags, send links or voice notes, and keep lead data accurate. The goal is to help the team member work efficiently, maintain Inbox Zero, and ensure all lead activity is tracked correctly for reporting and scaling.

{% stepper %}
{% step %}

#### Review the performance dashboard after logging in [0:21](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=21)

[![](/files/04f6e7e44da3dd39cdd54928bde511002c1756fb)](https://loom.com/i/51896c1b346447089ae5e8bda1982e24?workflows_screenshot=true)

* Log in to Mochi and start on the **performance dashboard**.
* Review the top-level metrics first:
  * **Conversion rate**
  * **Total conversations**
  * **Active conversations**
  * **New conversations**
* Use the date filter in the top-right to confirm whether you are viewing **this week**, **today**, or another time range.
* Check the summary metrics below, including:
  * New leads
  * Leads in contact
  * Qualified leads
  * Booked calls
  * Unqualified leads
  * Earned commission
  * Potential earned commission
  * To-dos
    {% endstep %}

{% step %}

#### Use the dashboard analytics to monitor performance quality [1:22](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=82)

[![](/files/6139410a4a144b2a723a7ec0c44101df41c36cde)](https://loom.com/i/57537215a33c420484456745090b4fa1?workflows_screenshot=true)

* Open the performance analytics section to review deeper activity metrics.
* Track the following:
  * New leads
  * Qualified leads
  * Booked calls
  * Won deals
  * Total messages sent
  * Total replies received
  * Openers sent today
* Review reply rate and follow-up activity to understand how well your outreach is performing.
* Check tag distribution to see how leads are being categorized.
* If you need additional tags for segmentation or tracking, request them from your founder or manager.
  {% endstep %}

{% step %}

#### Review member activity and script analysis for optimization [2:19](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=139)

[![](/files/6ec5f0fca38b1bd36276ae68c40379a1abe3ec39)](https://loom.com/i/da0e626e113b4ad3911b84e506d7ed48?workflows_screenshot=true)

* Check the **member activity** section to compare performance across setters.
* Review per-member metrics such as:
  * Overall reply rate
  * Median reply time
  * Follow-ups sent
  * Links sent
* Open **script analysis** to see which message templates are performing best.
* Identify scripts with high usage but low reply rates.
* Flag weak-performing scripts to your manager so the messaging can be improved.
  {% endstep %}

{% step %}

#### Track link performance from the Links tab [2:57](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=177)

[![](/files/7160b5bb6dd301dd6be39b67b93040a9a4a94bc3)](https://loom.com/i/71c672d7d25b47cf970b4cd0d1e8b359?workflows_screenshot=true)

* Open the **Links** tab inside the dashboard.
* Review which links have been sent and how often they were used.
* For each link, check:
  * Number of sends
  * Number of clicks
  * Click rate
  * Average click latency
* Use this data to understand which links are getting engagement and which are not.
* Confirm which lead and which setter sent each link so attribution stays accurate.
* Ask your founder or manager to set up follow-up automations based on link clicks or non-clicks if needed.
  {% endstep %}

{% step %}

#### Manage conversations from the DM inbox [3:47](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=227)

[![](/files/75777b37c759e0bd00d76025f8f1ecb2510d50a5)](https://loom.com/i/8b6d014505eb459f8d56285e75b827e2?workflows_screenshot=true)

* Go to the **DM inbox**, which is where daily setter work happens.
* Use the ghost mode indicator to control whether conversations appear as read or unread.
* Turn ghost mode on when you want to review a conversation without marking it as seen for the lead or team.
* Turn it off when you want the conversation to appear normally.
* Use this feature to coordinate with your manager or other setters before replying.
  {% endstep %}

{% step %}

#### Use AI suggestions and thinking mode to draft replies [4:27](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=267)

[![](/files/566d98ec240087ada402723740562763ec553a04)](https://loom.com/i/2a08daf32b0a45019053437283c053cd?workflows_screenshot=true)

* Review the AI-generated reply suggestions in the conversation.
* Wait for the AI to learn the account if the offer is new; suggestions improve as more chat data is collected.
* Choose from the available suggestion types:
  * Question suggestion
  * Guidance suggestion
  * Engaging suggestion
* If the suggestions are not specific enough, enter **thinking mode** using the slash command.
* Prompt the AI to include the angle, wording, or reference you want.
* Insert the suggestion into the typing bar, edit it if needed, and send the final message.
  {% endstep %}

{% step %}

#### Read lead status and conversation summary before replying [5:31](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=331)

[![](/files/729fbb49ee44ec3c37f45637db2b7e7438a22595)](https://loom.com/i/5b107efded184a15bb2b31a2a9b63cf2?workflows_screenshot=true)

* Check the lead’s current stage on the right side of the inbox.
* Understand the stage definitions:
  * **New lead**: first contact
  * **In contact**: back-and-forth conversation has started
  * **Qualified**: booking link sent through an integration
  * **Call booked**: lead booked a call through the integration link
  * **No show**: lead missed the scheduled call
  * Other stages may include deposit, won, lost, and unqualified
* Review the auto-generated summary for:
  * Key quotes
  * Red flags
  * Desired situation
  * Pain points
* Use this information to guide qualification, objection handling, and value-based responses.
  {% endstep %}

{% step %}

#### Update lead profile details and timeline when needed [7:19](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=439)

[![](/files/90f12332a5287fe4e3d1e21222cf419a26226b0c)](https://loom.com/i/cf78e91096784ed6b86ad2cee56a6896?workflows_screenshot=true)

* Open the **Profile** tab to add missing contact details such as:
  * Phone number
  * Email address
* Open the **Timeline** tab to review the lead’s activity history.
* Use the timeline to confirm:
  * When the lead entered DMs
  * When they were assigned
  * When tags were added
  * When stage changes occurred
* Use this information to keep the lead record complete and accurate.
  {% endstep %}

{% step %}

#### Test AI responses in Playground before using them [7:36](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=456)

[![](/files/e73baa3a0a408ee533b9027aba3210d1ad925c38)](https://loom.com/i/716eda6b2ec248878f45f5cbae32b2b0?workflows_screenshot=true)

* If you want to evaluate an AI-generated response, click **Test in Playground**.
* Use the Playground to review the response and provide feedback.
* Adjust your prompt or response style based on what performs best.
* Use this when you want to improve the quality of AI-assisted replies before sending them live.
  {% endstep %}

{% step %}

#### Add tags manually to keep backend data accurate [8:01](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=481)

[![](/files/98089b1db3f7dbea8bd0bc964e98cb33d3640ef9)](https://loom.com/i/7c92707789254b51b0f18d214fd514a1?workflows_screenshot=true)

* Use the **plus** icon to add tags manually when needed.
* Apply any tags your manager or offer owner has instructed you to use.
* Add tags for:
  * AI-detected categories
  * Manual segmentation
  * Booking links
  * Audience types or qualifiers
* Make sure stages and tags are added correctly every time.
* Keep backend data accurate so reporting and scaling decisions are based on reliable information.
  {% endstep %}

{% step %}

#### Send booking links with attribution when a call should be booked [8:54](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=534)

[![](/files/938aeb9a0a8e206f9428ec41424dee4d302a2a65)](https://loom.com/i/158ae659d5b3451fa81e0cd919d6ee4b?workflows_screenshot=true)

* Use the **slash booking page** command when the lead is ready for a call.
* Select the correct Calendly or iClosed booking link.
* Send the link with UTM tracking so attribution is preserved.
* Confirm the link is tied to:
  * You as the setter
  * The lead who received it
  * The time it was sent
* This ensures the booking can be tracked in the links tab and tied back to your activity.
  {% endstep %}

{% step %}

#### Reuse saved links, templates, and media by typing their names [9:35](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=575)

[![](/files/c3774581533f56142764edae90b3d1a6efaf7e29)](https://loom.com/i/cce0b0e3e78c4644922a6b719dafb6de?workflows_screenshot=true)

* Use the slash command to access previously saved links, templates, or media.
* Type the name of the asset instead of copying and pasting it manually.
* Example use cases:
  * Send a YouTube video for nurturing
  * Send a saved template for a common objection
  * Send media that warms the lead up to the offer
* Keep attribution active so the system still tracks who sent the asset and how it performed.
  {% endstep %}

{% step %}

#### Convert text into a native voice memo when voice clone is available [10:18](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=618)

[![](/files/d1b7a6fca72d79ef0a4a9d466a2d2455aa2acece)](https://loom.com/i/f87ebdc60a044cb5976e1404708111a9?workflows_screenshot=true)

* If 11Labs voice clone is connected, type the message you want to send.
* Click the purple conversion button.
* Add a scene if helpful, such as:
  * In the car
  * In the gym
  * In a restaurant
* Convert the text into a voice memo and send it natively in the DM.
* Best practice:
  * Leave out punctuation
  * Make sure the voice is tuned to sound natural and on-brand
    {% endstep %}

{% step %}

#### Filter the inbox to prioritize the right conversations [10:54](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=654)

[![](/files/e33a3b3aa4e5b2242102499bf84b8ce32b489e2a)](https://loom.com/i/54e0e197195f4795bf22b540f67e114a?workflows_screenshot=true)

* Open the inbox filter in the top-right of the conversation bar.
* Filter by:
  * Stage
  * Tags
  * Assignment status
* Choose whether to view:
  * Unassigned leads
  * Leads assigned to yourself
  * Leads assigned to other setters
  * All unassigned leads
* Sort conversations by:
  * Newest to oldest
  * Oldest to newest
  * A to Z
  * Z to A
    {% endstep %}

{% step %}

#### Work the To-Do tab until you reach Inbox Zero [11:36](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=696)

[![](/files/f1495bcb6fbdc758ff3314600d4a23ab08fbf34c)](https://loom.com/i/c4ff932538504d549ec558f651559357?workflows_screenshot=true)

* Open the **To-Do** tab and work through all required follow-ups.
* Prioritize **expiring leads** and leads in these stages:
  * In contact
  * New lead
  * Qualified
  * Booked
  * Won
* Continue until the inbox is fully cleared.
* Aim for **Inbox Zero** every day so no lead is left unanswered.
* Treat Inbox Zero as the standard for completed daily setter work.
  {% endstep %}

{% step %}

#### Clear unread messages and create custom categories when needed [12:22](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=742)

[![](/files/94895b1245bf48be9031a369aea45e66ceb20cb5)](https://loom.com/i/1d9a702f485343748ba5ee702732ae13?workflows_screenshot=true)

* Review the **Unread** tab to answer all unread DMs.
* Use this tab to ensure every message that needs a response gets one.
* Create custom categories if you want a more specific workflow.
* Build categories for things like:
  * To-do
  * Unread
  * Spam
* Add filters such as tags or unread status to make the category more useful.
* Save the category and use it as a repeatable workflow shortcut.
  {% endstep %}

{% step %}

#### Use the Leads tab to analyze lead sources and content performance [13:31](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=811)

[![](/files/933fcd00836e5c080b8c53ed05ddd5509c58ff64)](https://loom.com/i/802c43f7c0f0464e80dcad5b43ef9da1?workflows_screenshot=true)

* Open the **Leads** tab to review all lead records.
* Filter by:
  * Created date
  * User
  * Status
  * Tags
  * Tag date
  * Source
* Review lead sources such as:
  * Direct message
  * Content
  * Story reply
  * Outbound
  * Custom content source
* Filter by status, such as **call booked**, to see which content is producing booked calls.
* Share these insights with your manager so the team can create more of the content that drives leads and revenue.
  {% endstep %}

{% step %}

#### Escalate questions and request support through Slack [14:24](https://loom.com/share/3633f29bbd024717a04ea6a730d5505e?t=864)

[![](/files/a3f383525165bd5a3f7029ad2fb11258237fe6da)](https://loom.com/i/53f5e93b3c1c4dbd9eb0ab18caab05ef?workflows_screenshot=true)

* If anything is unclear or you need help, contact your manager or founder through Slack.
* Ask to be added to the team Slack if you are not already included.
* Use Slack for support, clarification, and workflow questions.
* Do not hesitate to ask questions, even if they seem unusual.
* Keep communication open so you can work confidently and stay supported.
  {% endstep %}
  {% endstepper %}

{% hint style="warning" %}

### Cautionary Notes

* **Do not skip tagging or stage updates.** Inaccurate data affects reporting, attribution, and scaling decisions.
* **Do not send booking links to unqualified leads.** Only send them when the lead is ready and the process supports qualification tracking.
* **Do not rely on AI suggestions blindly.** Review and edit them so the message fits the conversation.
* **Do not leave unread or expiring leads unattended.** Prioritize follow-up work to maintain Inbox Zero.
* **Do not manually alter tracking in a way that breaks attribution.** Keep UTM and link tracking intact whenever possible.
* **Do not forget to ask for missing tags, automations, or integrations.** These should be set up by your manager or founder.
  {% endhint %}

{% hint style="info" %}

### Tips for Efficiency

* Start each shift by checking the dashboard so you know where to focus.
* Use AI suggestions as a first draft, then refine them instead of writing from scratch.
* Use slash commands to save time when sending booking links, templates, media, or voice notes.
* Work from the To-Do and Unread tabs first to prevent leads from aging out.
* Create custom categories for repetitive workflows so you can process leads faster.
* Review link and script analytics regularly to improve conversion over time.
* Keep notes, tags, and profile data updated in real time to avoid cleanup later.
* Use Slack early when you need clarification instead of waiting until the end of the day.
  {% endhint %}

### Link to Loom

<https://loom.com/share/3633f29bbd024717a04ea6a730d5505e>


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