RankFlow AI — End-to-End Business Process Flow Map

Document Version: 2.0.0 Date: June 2026 Author: Business Process & Operations Analysis Product: RankFlow AI — AI-Powered Local SEO Platform for Indian Medical SMBs Target Audience: Engineering, Operations, Customer Success, Leadership, Founders Classification: Internal — Engineering & Operations Handoff

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Document Purpose#

This document maps every single touchpoint across RankFlow AI's business flow — from pre-sales discovery through onboarding, active service, to cancellation and offboarding. It serves as the single source of truth for:

• Engineering: What to build, in what order, with what fail-safes
• Operations: What the team monitors, approves, and intervenes on
• Customer Success: What customers experience, when, and why
• Leadership: What is automated vs. manual, where the moat lives, what gaps remain

How to Read This Document#

• [C] = Customer action (the medical SMB owner/practitioner)
• [S] = System automation (RankFlow AI engine, no human intervention)
• [A] = Admin/Operations team action (founder, support, ops staff)
• Frequency: One-time / Daily / Weekly / Monthly / Event-driven / Continuous

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Master Table of Contents#

1. Executive Summary
2. Pre-Sales & Discovery Touchpoints
3. Customer Onboarding Flow (Step-by-Step)
4. Active Customer Journey (Daily/Weekly/Monthly)
5. What RankFlow Automates (Comprehensive)
6. Admin Dashboard & Observability
7. Fail-Safe Conditions & Error Handling
8. Cancellation & Offboarding Flow
9. Tool & Feature Gap Analysis
10. Appendix: Complete Touchpoint Matrix
11. Addendum: Directory Profile System 2.0 — Composable Design + AI Editor + External Site Integration

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Section 1: Executive Summary#

1.1 Business Model Overview#

RankFlow AI is a B2B SaaS platform delivering fully automated local SEO for Indian small and medium businesses (SMBs), with an initial vertical focus on medical professionals — doctors, dentists, clinics, and hospitals. The platform replaces the traditional SEO agency model (Rs 15,000–50,000/month) with an AI-driven, self-service product priced at Rs 4,000–20,000/month.

The core business model is subscription-based recurring revenue with a 7-day free trial. The platform automates six integrated SEO modules that traditionally require 3–5 separate vendors:

Target Gross Margin: ~85% at scale (100+ clients) Primary Moat: 20–50 high-DA owned citation sites + retention lock-in via owned directory profile infrastructure Core Tagline: "Rank. Grow. Results."

1.2 Target Customer Profile#

1.3 Core Value Proposition#

"One form. 60 minutes. Everything live."

A medical SMB completes a single 5-minute onboarding form. Within 60 minutes, RankFlow AI:

1. Generates and deploys an SEO-optimized directory profile with schema markup
2. Submits 30 unique business descriptions to 25 directories + 5 owned blog sites
3. Connects and syncs Google Business Profile data
4. Generates first GBP post + first social media posts (pending approval)
5. Activates daily review monitoring and automated reply pipeline
6. Delivers a welcome report with live citation URLs and dashboard access

1.4 Key Stakeholders#

┌─────────────────────────────────────────────────────────────┐
│                    STAKEHOLDER MAP                           │
├─────────────────────────────────────────────────────────────┤
│                                                             │
│   ┌─────────────┐         ┌─────────────┐                │
│   │  CUSTOMER   │◄───────►│  RANKFLOW   │                │
│   │  (Doctor/   │  Uses   │  SYSTEM     │                │
│   │   Clinic)   │         │  (Next.js + │                │
│   │             │         │   AI Engine)│                │
│   └─────────────┘         └──────┬──────┘                │
│          ▲                       │                          │
│          │ Reports/Alerts       │ Jobs/Queues             │
│          │                      ▼                          │
│   ┌─────────────┐         ┌─────────────┐                │
│   │  ADMIN/OPS  │◄───────►│  EXTERNAL   │                │
│   │  TEAM       │ Manages │  SERVICES   │                │
│   │  (Founder + │         │  (Google,   │                │
│   │   Support)  │         │   Composio, │                │
│   │             │         │   Zernio)   │                │
│   └─────────────┘         └─────────────┘                │
│                                                             │
└─────────────────────────────────────────────────────────────┘

---

Section 2: Pre-Sales & Discovery Touchpoints#

2.1 Lead Acquisition Channels#

AWARENESS ──► INTEREST ──► CONSIDERATION ──► INTENT ──► SIGNUP
    │            │              │               │           │
    ▼            ▼              ▼               ▼           ▼
┌───────┐   ┌─────────┐   ┌──────────┐   ┌──────────┐  ┌─────────┐
│Website│   │Landing  │   │Pricing   │   │Trial     │  │Account  │
│(SEO)  │   │Page      │   │Page      │   │Signup    │  │Created  │
├───────┤   ├─────────┤   ├──────────┤   ├──────────┤  ├─────────┤
│Refer- │   │Case     │   │Plan      │   │7-Day Free│  │Onboard- │
│rals   │   │Studies  │   │Comparison│   │Trial     │  │ing Begins│
├───────┤   ├─────────┤   ├──────────┤   ├──────────┤  ├─────────┤
│Paid   │   │Demo     │   │FAQ       │   │Payment   │  │         │
│Ads    │   │Booking  │   │          │   │Capture   │  │         │
├───────┤   ├─────────┤   ├──────────┤   ├──────────┤  ├─────────┤
│Partner│   │Webinar  │   │          │   │          │  │         │
│Agencies│  │         │   │          │   │          │  │         │
└───────┘   └─────────┘   └──────────┘   └──────────┘  └─────────┘

Lead Capture Mechanism: All channels drive to rankflow.ai directory profile with:

• Primary CTA: "Start Your 7-Day Free Trial"
• Secondary CTA: "Book a Free Demo Call"
• Lead magnet: "Free Local SEO Audit for Your Practice" (email capture)

2.2 Sales Conversation Flow#

Discovery Call Script Framework:

1. CONTEXT (2 min)
   "Dr. [Name], I see you're a [specialty] in [city]. How do patients currently find you online?"

2. PAIN AMPLIFICATION (3 min)
   "Most doctors I speak with tell me one of three things:
    - They pay an agency Rs 15-50K/month but have no idea what's being done
    - They know they need Google Maps presence but don't know how to get it
    - They have citations but the phone number is wrong on half of them"
   "Which resonates with you?"

3. SOLUTION PREVIEW (5 min)
   "RankFlow AI is different. You fill one 5-minute form. Our AI builds 30 citations,
    creates your directory profile, manages your Google Business Profile, and posts to
    social media — all automatically. You get a dashboard to see everything."

4. SOCIAL PROOF (3 min)
   "Dr. Rajesh in Kochi, a dentist, went from zero online presence to top 3 in
    Google Maps in 8 weeks. He pays Rs 8,000/month — one-fifth of his previous agency."

5. NEXT STEP (2 min)
   "I'd like to set you up with a 7-day free trial. No payment required.
    If you don't see value, you cancel with one click. Shall we proceed?"

2.3 Trial Signup Flow#

Plan Comparison at Signup:

Payment Capture Rules:

• Trial requires payment method for all plans (fraud prevention)
• Rs 1 authorization hold only — no charge during trial
• Auto-converts to paid subscription on Day 8 unless cancelled
• 3-day grace period after trial ends before data removal begins

2.4 Pre-Onboarding Data Collection#

Before the customer begins the onboarding wizard, the following data is already captured:

Pre-Onboarding Customer State:

┌────────────────────────────────────────┐
│  Customer Record (at signup complete)  │
├────────────────────────────────────────┤
│  User:                                 │
│    id: "usr_abc123"                    │
│    email: "dr.smith@example.com"       │
│    role: "CLIENT"                      │
│    createdAt: "2026-06-12T06:06:20Z"   │
│                                        │
│  ClientProfile:                        │
│    id: "prf_def456"                    │
│    userId: "usr_abc123"                │
│    businessName: "Dr. Smith Dental"    │
│    plan: "STANDARD"                    │
│    status: "TRIAL"                     │
│    onboardingComplete: false         │
│    trialEndsAt: "2026-06-19T06:06:20Z" │
│    directory URL: null (pending)           │
│    utmSource: "google_ads"            │
│                                        │
│  Subscription:                         │
│    provider: "razorpay"                │
│    status: "trialing"                  │
│    trialEnd: "2026-06-19"             │
└────────────────────────────────────────┘

---

Section 3: Customer Onboarding Flow (Step-by-Step)#

⚠️ CRITICAL PATH: This is the highest-friction, highest-dropoff phase. Every step is instrumented for analytics. Target: 80%+ completion rate from signup to first GBP post published.

Actor Legend: [C] = Customer action | [S] = System automation | [A] = Admin action

Onboarding Flow Overview#

SIGNUP ──► ONBOARDING FORM ──► PAYMENT ──► SUBDOMAIN ──► LANDING PAGE
  │            │                  │            │              │
  │            ▼                  ▼            ▼              ▼
  │      ┌─────────┐      ┌──────────┐  ┌──────────┐  ┌──────────┐
  │      │Business │      │Consent   │  │AI Content│  │Deploy    │
  │      │Profile  │      │& Terms   │  │Generate  │  │SSG + ISR │
  │      │Capture  │      │          │  │          │  │          │
  │      └─────────┘      └──────────┘  └──────────┘  └──────────┘
  │            │                  │            │              │
  ▼            ▼                  ▼            ▼              ▼
┌──────┐  ┌─────────┐      ┌──────────┐  ┌──────────┐  ┌──────────┐
│GBP   │  │Social   │      │Citation  │  │NAP       │  │First     │
│OAuth │  │Connect  │      │Submit x30│  │Verify    │  │Posts     │
│      │  │         │      │          │  │          │  │(Queue)   │
└──────┘  └─────────┘      └──────────┘  └──────────┘  └──────────┘
  │            │                  │            │              │
  ▼            ▼                  ▼            ▼              ▼
┌──────────────────────────────────────────────────────────────────┐
│                    WELCOME PACKAGE                                │
│  • Welcome Email + Dashboard Link                                │
│  • Welcome Report (PDF)                                          │
│  • Onboarding Complete Notification (to Customer + Admin)        │
└──────────────────────────────────────────────────────────────────┘

---

Step 1: Account Creation & Plan Selection#

Customer Actions:

1. Lands on rankflow.ai from marketing channel (with UTM params)
2. Clicks primary CTA: "Start Your 7-Day Free Trial"
3. Views plan comparison table (Starter/Standard/Premium/Enterprise)
4. Selects plan → plan features displayed in modal
5. Enters email address, creates password, confirms password
6. Enters practice/business name
7. Clicks "Create Account"

System Actions:

• Validates email format + uniqueness
• Validates password strength (≥8 chars, 1 uppercase, 1 number)
• Creates User record with role: CLIENT
• Creates ClientProfile with status: TRIAL, plan: <selected>, onboardingComplete: false
• Captures UTM parameters into ClientProfile.utmSource, .utmMedium, .utmCampaign
• Redirects to /onboarding?step=1

Success Criteria:

• User and ClientProfile records created in PostgreSQL
• Customer redirected to onboarding wizard within 3 seconds
• No validation errors displayed

Failure Handling:

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Step 2: Business Profile Capture Form#

Form Fields & Validations:

Form UX:

• Multi-step wizard (3 steps: Business Info → Location & Hours → Services & Media)
• Progress bar showing completion %
• Auto-save draft to localStorage + DB every 30 seconds
• Field-level validation with inline error messages
• "Save & Continue Later" button (sends resume link via email)

Success Criteria:

• All required fields populated and validated
• Location record created with isPrimary: true
• Practice record updated with businessName, category, type
• Directory URL slug auto-generated from business name (e.g., "dr-smith-dental" → dr-smith-dental.rankflow.ai)

Failure Handling:

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Step 3: Consent & Terms Acceptance#

Consent Items:

Customer Actions:

1. Reads summary of Terms (linked to full /terms page)
2. Reads summary of Privacy Policy (linked to full /privacy page)
3. Checks required consent boxes
4. Clicks "I Agree & Continue"

System Actions:

• Records each consent in ConsentLog table with: practiceId, consentType, ipAddress, userAgent, timestamp
• Updates ClientProfile status to ONBOARDING_IN_PROGRESS
• Proceeds to payment setup step

Success Criteria:

• All required consents recorded with timestamp and IP
• Customer proceeds to next step

Failure Handling:

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Step 4: Payment Method Setup#

Customer Actions:

1. Enters card details or selects UPI (India-specific)
2. Completes 3D Secure / OTP verification if required
3. Sees confirmation: "Payment method added. You will not be charged during your 7-day trial."

System Actions:

• Tokenizes payment method via Stripe/Razorpay
• Creates subscription with trial_end = now + 7 days
• Stores subscriptionId, customerId, paymentMethodId in Billing table
• Sets up webhook listeners for invoice.paid, invoice.payment_failed, customer.subscription.deleted
• Sends confirmation email: "Your trial has started — no charge until [date]"

Success Criteria:

• Payment method tokenized and stored securely
• Subscription status = trialing in payment provider
• Webhook endpoints registered and responding 200 OK

Failure Handling:

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Step 5: Directory URL Assignment#

System Actions:

1. Generates URL-safe slug from businessName: "Dr. Smith Dental Clinic" → dr-smith-dental-clinic
2. Checks uniqueness against Practice.directory URL (append -2, -3 if collision)
3. Assigns directory URL: dr-smith-dental-clinic.rankflow.ai
4. Updates Practice record: directory URL, slug, domainStatus: ACTIVE
5. No DNS action needed — wildcard *.rankflow.ai A-record handles all directory URLs

Success Criteria:

• Unique directory URL assigned and stored
• Directory URL immediately resolvable (single domain DNS)
• Customer can preview: https://directory.com/clinics/[city]/[slug] (shows placeholder until Step 7)

Failure Handling:

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Step 6: Directory Profile AI Content Generation#

Generated Content Pieces:

System Actions:

1. Inngest step generate-profile calls ai.generate() with task: "site_full"
2. LLM Router selects Claude Sonnet (high-quality) for primary content, Claude Haiku for bulk/FAQ
3. All content stored in ProfileSection table with sectionKey, content, sortOrder, isVisible: true
4. Schema JSON-LD stored in Practice.schemaMarkup (JSON field)
5. Template selected based on category: medical-modern (doctor), dental-clean (dentist), clinic-premium (clinic)

Success Criteria:

• 8+ profile sections generated and stored in DB
• All content passes medical compliance filter (no drug claims, no guaranteed cure language)
• Schema markup valid JSON-LD
• Content generation cost logged for margin tracking

Failure Handling:

---

Step 7: Directory Profile Deployment#

System Actions:

1. Inngest step publish-profile triggers static page generation
2. Next.js generateStaticParams pre-renders /site/[practiceSlug] route
3. SchemaInjector component server-renders JSON-LD into HTML <head>
4. Page deployed to Dokploy/AWS EC2 (or Vercel in initial phase)
5. Cloudflare CDN caches the page globally
6. Practice.sitePublished set to true
7. Practice.domainStatus set to ACTIVE

Success Criteria:

• Directory profile live at https://directory.com/clinics/[city]/[slug]
• Page returns HTTP 200, < 2.5s LCP
• Schema markup present in HTML source (validated)
• Meta tags correct (title, description, OG tags, canonical)
• Mobile-responsive rendering confirmed

Failure Handling:

---

Step 8: GBP OAuth Connection Request Email#

System Actions:

1. Inngest step notify-gbp-auth generates Google OAuth URL:
   • Scope: business.manage, userinfo.email, userinfo.profile
   • State param: Base64-encoded {practiceId}
   • Callback: /api/webhooks/google/oauth-callback
2. Sends email via Resend (emailSend BullMQ queue):
   • Subject: "Connect Your Google Business Profile — RankFlow AI"
   • Content: Step-by-step visual guide (screenshots of every click), OAuth link button, "Need help? Book a 5-min support call" link
   • From: onboarding@rankflow.ai

Customer Action:

• Receives email (typically within 2 minutes of completing Step 4)
• Opens email, clicks "Connect Google Business Profile" button
• Lands on Google OAuth consent screen

Success Criteria:

• Email delivered (Resend webhook confirms delivered status)
• Customer clicks OAuth link within 48 hours (target: 70% click-through)

Failure Handling:

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Step 9: GBP OAuth Flow & Token Storage#

Customer Actions:

1. Clicks OAuth link from email
2. Signs in to Google account (if not already signed in)
3. Reviews permission screen: "RankFlow AI wants to manage your Google Business Profile"
4. Clicks "Allow"
5. Redirected back to /dashboard/gbp?connected=true

System Actions:

1. Callback handler receives code + state (contains practiceId)
2. Exchanges code for access_token + refresh_token via Google OAuth2 API
3. Fetches user info (email, name) via Google People API
4. Encrypts tokens using AES-256-GCM
5. Creates GbpAccount record:

   practiceId, accountEmail, accessToken(encrypted),
   refreshToken(encrypted), tokenExpiresAt, scope: ["business.manage"],
   isActive: true
   

6. Triggers Inngest event: gbp/sync-locations
7. Redirects customer to dashboard with success toast

Success Criteria:

• Valid access_token + refresh_token obtained and encrypted
• GbpAccount record created with isActive: true
• Customer redirected to /dashboard/gbp?connected=true
• Token expiry set correctly (typically 1 hour for access, indefinite for refresh)

Failure Handling:

---

Step 10: GBP Location Sync#

System Actions:

1. Inngest workflow triggered by OAuth callback event
2. Calls mybusinessbusinessinformation.v1 API: accounts.locations.list
3. For each location found:
   • Creates/updates GbpLocation record with: gbpLocationId, name, address, phone, hours, category
   • Maps to Location record via practiceId
4. Syncs business info from RankFlow DB to GBP:
   • Description (AI-generated)
   • Business hours (from onboarding form)
   • Primary category (from category field)
   • Phone number
   • Webprofile URL (directory profile directory URL)
5. Uploads logo and photos if provided during onboarding

Success Criteria:

• All GBP locations synced to local DB
• Business info updated on GBP API
• GbpLocation records linked to Location records
• Customer sees GBP status as "Connected — X locations" in dashboard

Failure Handling:

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Step 11: Social Media Connection Prompts#

System Actions:

1. After GBP sync completes, Inngest sends social connection prompt email
2. Email contains platform-specific connection buttons:
   • "Connect Instagram" → Composio OAuth for Instagram Graph API
   • "Connect Facebook" → Composio OAuth for Facebook Graph API
   • "Connect LinkedIn" → Composio OAuth (optional)
   • "Connect Twitter/X" → Composio OAuth (optional)
3. Each link includes practiceId in state param

Customer Actions:

1. Receives email: "Connect Your Social Media Accounts"
2. Clicks platform button(s) one by one
3. Authorizes RankFlow AI via Composio OAuth flow
4. Redirected back to /dashboard/social?connected=[platform]

Success Criteria:

• At least 1 social platform connected (Instagram or Facebook preferred for medical vertical)
• SocialAccount record created with: platform, accountName, composioConnectionId, isActive: true
• Customer sees connected accounts in /dashboard/social

Failure Handling:

---

Step 12: Citation Directory Description Generation (30 Unique)#

System Actions:

1. Inngest citation-builder workflow triggered after directory profile deploy
2. Fetches all 30 active CitationDirectory records:
   • 10 India-specific (Justdial, Practo, Sulekha, Lybrate, 1mg, IndiaMART, etc.)
   • 10 General directories (Yelp, Foursquare, Hotfrog, Brownbook, Cylex, etc.)
   • 5 Owned blog sites (kerala-health.rankflow.in, medical-guide.rankflow.in, etc.)
   • 5 Global maps (Bing Places, Apple Maps, TomTom, HERE — Phase 2)
3. For each directory, calls LLM Router with task: "citation_description":
   • Model: Llama 3 70B (cost-optimized for bulk)
   • Context: practice, location, directory (tone varies per directory type)
   • Output: { directoryId, title, description, keywords }
4. Stores all 30 descriptions in memory for submission step

Success Criteria:

• 30 unique descriptions generated (no duplicates, >80% uniqueness score)
• Each description 100–500 chars (directory-specific length)
• Keywords naturally included (no keyword stuffing)
• Medical compliance verified (no prohibited claims)
• Generation cost < Rs 5 total (Llama 3 bulk pricing)

Failure Handling:

---

Step 13: Citation Submission to 30 Directories#

Submission Methods by Directory Type:

System Actions:

1. For each directory, creates appropriate submitter instance:
   • ApiSubmitter for API-based directories
   • FormSubmitter (Hyperbrowser) for form-based directories
   • OwnedBlogSubmitter for owned sites (direct DB write)
2. Submits NAP data + unique description to each directory
3. Captures screenshot of confirmation page (stored in S3)
4. Extracts listing URL if available
5. Creates Citation record per directory:

   practiceId, locationId, directoryName, status: SUBMITTED/FAILED,
   directoryUrl, screenshotUrl, submittedAt, napSnapshot, errorMessage
   

Success Criteria:

• ≥80% of 30 directories successfully submitted (24+ live citations)
• All submitted citations have directoryUrl or screenshotUrl as proof
• NAP data consistent across all submissions
• No duplicate submissions (idempotency check)

Failure Handling:

---

Step 14: NAP Verification Scheduling#

System Actions:

1. After all submissions complete, Inngest workflow sleeps for 7 days
2. Then sends event: skill/14-citation-verify-nap with practice_id, location_id
3. This triggers the NapCheckProcessor BullMQ job
4. Job scheduled: 0 2 1 * * (1st of month at 2 AM) as recurring backup

Success Criteria:

• Verification event scheduled successfully
• Citation records have status: SUBMITTED and submittedAt populated

Failure Handling:

---

Step 15: First GBP Post Generation & Approval Queue#

System Actions:

1. After GBP OAuth callback received, Inngest step create-first-post:
   • Calls AI Router with task: "gbp_post"
   • Context: practice name, category, city, services, recent news/seasonal angle
   • Model: Claude Haiku (fast, cost-effective)
2. Generated post content: 150–300 words, CTA included ("Book appointment", "Call now")
3. Post stored as ContentPiece with status: PENDING_REVIEW
4. For medical clients: auto-queued in approval dashboard with 24-hour auto-publish timer
5. Customer notified via email: "Your first GBP post is ready for review"

Success Criteria:

• First GBP post generated within 30 seconds of OAuth completion
• Content passes medical compliance filter
• Post queued in /dashboard/content with 24h countdown
• Customer can approve, reject, or edit before auto-publish

Failure Handling:

---

Step 16: First Social Posts Generation & Approval Queue#

System Actions:

1. For each connected social platform:
   • Instagram: AI generates caption (100–150 words) + hashtag set (10–15 tags)
   • Facebook: Longer post (150–200 words) + link to directory profile
   • LinkedIn/Twitter: Professional tone variant
2. Model: Llama 3 8B for captions (bulk, low-cost)
3. Posts stored as ContentPiece with status: PENDING_REVIEW
4. 24-hour approval timer activated
5. Customer notified: "Your first social posts are ready for review"

Success Criteria:

• 1 post per connected platform generated
• Content platform-appropriate (hashtags for IG, links for FB, professional for LI)
• All posts in approval queue at /dashboard/content
• Image prompt generated (optional DALL-E/stable diffusion for hero image)

Failure Handling:

---

Step 17: Welcome Email with Dashboard Link#

Email Content:

• Subject: "🎉 Your RankFlow AI Dashboard is Ready — Here's Everything That's Live"
• Sections:
  1. "Your directory profile is live" → link to https://directory.com/clinics/[city]/[slug]
  2. "Your citations are being built" → link to /dashboard/citations
  3. "Connect your Google Business Profile" → link to /dashboard/gbp (if not yet connected)
  4. "Review your first posts" → link to /dashboard/content
  5. "Access your dashboard" → CTA button: https://rankflow.ai/dashboard
  6. "Need help?" → Calendly support call link + WhatsApp support number

Success Criteria:

• Email delivered within 5 minutes of onboarding completion
• All deep links functional and UTM-tagged
• Email opens tracked via Resend webhook

Failure Handling:

---

Step 18: Welcome Report Generation#

Report Contents:

System Actions:

1. Gathers all onboarding data from DB
2. Generates HTML report template (React component)
3. Playwright renders HTML to PDF (A4, branded)
4. Uploads PDF to S3: reports/welcome-{practiceId}-{date}.pdf
5. Attaches PDF to welcome email

Success Criteria:

• PDF generated and uploaded to S3
• PDF attached to welcome email
• Report contains accurate, up-to-date onboarding status

Failure Handling:

---

Step 19: Onboarding Completion Notification#

System Actions:

1. Inngest onboarding-pipeline returns { practice_id, status: "onboarded" }
2. Updates ClientProfile:
   • onboardingComplete: true
   • status: ACTIVE (if trial) or ACTIVE (if paid)
   • onboardedAt: new Date()
3. Triggers recurring job scheduling:
   • GBP posts: 0 9 * * 1,3,5 (Mon/Wed/Fri 9 AM IST)
   • Social posts: 0 10 * * 2,4 (Tue/Thu 10 AM IST)
   • Review monitor: 0 8 * * * (Daily 8 AM)
   • NAP check: 0 2 1 * * (1st of month 2 AM)
   • Monthly report: 0 4 1 * * (1st of month 4 AM)
   • Site evolution: 0 2 * * 1 (Weekly Mon 2 AM)
4. Sends onboarding completion email to customer:
   • "You're all set! Here's what happens next..."
   • Timeline of automated activities
   • Link to /dashboard

Success Criteria:

• ClientProfile.onboardingComplete = true
• All recurring jobs scheduled in BullMQ
• Customer receives completion email
• Customer can log in to fully functional dashboard

Failure Handling:

---

Step 20: Admin Notification of New Client#

Admin Email Content:

• Subject: "New Client Onboarded: {BusinessName} ({Plan})"
• To: admin@rankflow.ai, founder@rankflow.ai
• Sections:
  1. Client summary: Name, city, category, plan, trial end date
  2. Onboarding status: Steps completed, any failures
  3. GBP connection: Connected / Pending (with OAuth link for support)
  4. Social connections: Platforms connected
  5. Citation success rate: X/30 submitted
  6. Directory profile: Live URL + directory profile URL status
  7. Action items (if any): "GBP OAuth pending — call client?", "2 citations failed — manual submission needed"
  8. Deep link to /admin/clients/{id} for full detail

Success Criteria:

• Admin email delivered within 2 minutes of onboarding completion
• All actionable items clearly flagged
• Deep link to client detail page functional

Failure Handling:

---

Onboarding Summary Table#

Total Onboarding Time: 15–25 minutes (system automation) + variable customer action time (GBP OAuth, social connect)

---

Section 4: Active Customer Journey (Daily/Weekly/Monthly)#

After onboarding completes, the customer enters the Active Customer Journey. The majority of touchpoints are fully automated. The customer's primary interaction is via the dashboard and email reports.

4.1 Daily Automation Touchpoints#

Review Monitoring Detail:

┌────────────────────────────────────────┐
│  Daily Review Monitor (8 AM IST)       │
├────────────────────────────────────────┤
│  1. Poll GBP API for new reviews       │
│     (since last check timestamp)       │
│                                        │
│  2. For each new review:               │
│     ├─ Store in Review table           │
│     ├─ Generate AI reply (Claude Haiku)│
│     ├─ Sentiment analysis              │
│     │   ├─ 4-5 stars → AUTO-REPLY     │
│     │   └─ 1-3 stars → QUEUE FOR     │
│     │       APPROVAL (24h timer)      │
│     └─ Update dashboard review inbox  │
│                                        │
│  3. Send alert emails:                 │
│     ├─ Negative review → Customer     │
│     └─ Unreplied >24h → Admin         │
└────────────────────────────────────────┘

Alert Types & Routing:

4.2 Weekly Automation Touchpoints#

Weekly Digest Content:

┌────────────────────────────────────────┐
│  RankFlow Weekly Digest                │
│  Dr. Smith Dental Clinic               │
│  Week of June 8–14, 2026               │
│                                        │
│  📍 Maps Position: #3 (+1 from last wk)│
│  ⭐ New Reviews: 4 (avg 4.8★)          │
│  📝 Posts Published: 2 (GBP + Social)  │
│                                        │
│  [View Full Dashboard]                 │
│  [Review Pending Content]              │
└────────────────────────────────────────┘

GBP Post Scheduling Rules:

• Max 3 posts per week per location (suspension prevention)
• Content varies per client (no template duplication)
• Post types rotate: Update, Offer, Event, Product
• All medical client posts require 24h approval gate
• Emergency stop available if Google suspension warning detected

Social Post Scheduling Rules:

• Instagram: 2x/week (Tue/Thu), image + caption + hashtags
• Facebook: 2x/week (Tue/Thu), longer text + directory profile link
• LinkedIn/Twitter: 1x/week (optional, professional tone)
• All posts queued in /dashboard/content with 24h timer
• If Composio fails: email customer with copy-paste content for manual posting

4.3 Monthly Automation Touchpoints#

Monthly Report Sections:

Score Calculation:

• GBP: (views + clicks + calls + directions) / baseline × 25
• Citations: (live count / 30 × 100) × (NAP consistency %) × 0.25
• Reviews: (avg rating / 5 × 50) + (reply rate × 50) × 0.20
• Rankings: (keywords in top 10 / total keywords × 100) × 0.20
• SEO: (site health + schema valid + speed score) / 3 × 0.10

4.4 Customer Actions in Dashboard#

What the Customer CAN Do#

What the Customer DOES Do (Typical Usage Patterns)#

Key Insight: The ideal customer journey is low-touch — the platform is designed to be "set and forget." High dashboard engagement is not the goal. The goal is:

• Customer sees weekly digest email → feels informed
• Customer approves content once per week → feels in control
• Customer views monthly report → sees value
• Customer receives new patient leads → sees ROI

4.5 RankFlow Actions Behind the Scenes#

All automated jobs that run without any customer interaction:

Job Concurrency Limits:

4.6 Communication Touchpoints#

All Emails Sent to Customer#

All Emails Sent to Admin#

---

Appendix A: Actor Legend#

Appendix B: Key System Endpoints#

Appendix C: Data Model Summary#

---

Document End — RankFlow AI Business Process Flow Map v1.0.0

---

Section 5: What RankFlow Automates (Comprehensive)#

RankFlow AI operates as a fully automated local SEO engine for Indian medical SMBs. The platform orchestrates hundreds of discrete tasks per client per month across nine automation categories. Each automation is designed with explicit triggers, schedules, outputs, and human oversight gates to ensure medical compliance and quality control.

---

5.1 SEO Hygiene Automation#

SEO hygiene automation ensures every client directory profile maintains technical SEO standards without manual developer intervention.

Technical Implementation: SEO hygiene runs as part of the profile-refresh Inngest workflow (cron: 0 2 * * 1). The workflow calls ai.generate({ task: "seo_audit" }) using claude-sonnet for complex analysis, then applies fixes automatically. All changes are versioned in the ProfileSection table with updatedAt timestamps.

---

5.2 Citation Network Automation#

The citation network is RankFlow's core moat: 30 directory submissions per client location, combining India-specific medical directories, global platforms, and owned blog sites.

Network Composition:

Target Metrics: Citation success rate > 80%; NAP consistency > 95%; Time to 30 citations < 7 days from onboarding.

---

5.3 GBP Management Automation#

Google Business Profile automation maintains active presence, review responsiveness, and insight tracking without manual login.

GBP Rate Limiting:

Risk Mitigation: Emergency stop function (emergencyStop()) can pause all GBP activity system-wide or per-practice. Gradual ramp for new clients (1 post in week 1, 2 in week 2, 3 in week 3+).

---

5.4 Social Media Automation#

Cross-platform social presence is maintained via Composio OAuth connections and Zernio scheduling.

Platform Limits:

Fallback: If Composio/Zernio fails, post status set to FAILED, client emailed with copy-paste content for manual posting.

---

5.5 Content Generation Automation#

AI-driven content creation targets local SEO keywords and builds topical authority on owned blog sites.

AI Model Mapping:

Content Approval States:

---

5.6 Review Management Automation#

Comprehensive review lifecycle management from detection to response to reporting.

Reply Approval Matrix:

Alert Triggers:

• Negative review unreplied > 24h → Alert to client + admin
• Average rating drops > 0.5 in 7 days → Alert to client
• Review velocity drops to 0 for 14 days → Alert to admin

---

5.7 Reporting Automation#

Automated report generation, delivery, and score tracking for client accountability and retention.

Score Calculation Formula:

Report Sections:

---

5.8 Directory Profile Automation#

End-to-end directory profile lifecycle from directory URL assignment to weekly AI-driven evolution.

Directory Profile Sections:

DNS & SSL Monitoring:

---

5.9 AI Engine Optimization Automation#

Preparation and monitoring for visibility in AI-powered search engines (ChatGPT, Perplexity, Claude, Gemini).

AI Engine Optimization Tactics:

---

Section 6: Admin Dashboard & Observability#

The admin dashboard (/admin) provides system-wide visibility, operational control, and financial oversight. All admin endpoints use adminProcedure which enforces role === "ADMIN" and returns 403 FORBIDDEN otherwise.

---

6.1 Admin Dashboard Pages & Functions#

Admin KPI Data Structure:

interface AdminKPIs {
  totalClients: number;
  activeClients: number;
  trialClients: number;
  churnedClients: number;
  mrr: number;              // INR
  arr: number;              // INR
  activeJobs: number;
  failedJobs24h: number;
  citationHealth: number;   // % verified citations
  apiCosts7d: {
    claude: number;
    openai: number;
    dataforseo: number;
    serpapi: number;
    hyperbrowser: number;
    firecrawl: number;
  };
  recentActivity: AuditLogEntry[];
}

Impersonation Feature: Admin can "impersonate" a client to see their dashboard. Sets x-practice-id header, temporarily gains practiceProcedure access, audit log records impersonation.

---

6.2 Observability Metrics (Real-Time)#

All metrics are collected via structured logging (Pino) and exposed through health check endpoints. The job queue metrics are polled from BullMQ Redis every 10 seconds on the admin dashboard.

Metric Dashboard Refresh Rates:

---

6.3 Alert Thresholds & Notifications#

Alert routing: Slack #alerts for warnings, PagerDuty + Slack for critical, email for admin notifications.

Alert Template Priority Colors:

---

6.4 System Health Monitoring#

Health endpoints provide real-time system status for load balancers, monitoring tools, and admin dashboards.

Docker Health Checks:

Disaster Recovery RTO/RPO:

---

6.5 Cost & Performance Tracking#

Comprehensive cost tracking enables gross margin calculation and per-client profitability analysis.

API Provider Cost Breakdown (per 100 clients/month):

Infrastructure Cost (Fixed):

Unit Economics @ 100 Clients:

Cost Alert Thresholds:

Performance Benchmarks:

---

End of Sections 5-6 — Business Process Flow Document

---

Section 7: Fail-Safe Conditions & Error Handling#

7.1 Job Failure Handling#

All background jobs are executed through either Inngest (durable workflows) or BullMQ (background job queue). Each job type has a defined retry policy, dead letter queue path, and admin notification trigger.

Retry Policy Registry#

Exponential Backoff Formula#

Delay(n) = initialDelay × (2 ^ (attempt - 1)) + jitter
Jitter = random(0, 1000) ms

Example for GBP Post Publish (initial 5s):

• Attempt 1: 5s + jitter
• Attempt 2: 10s + jitter
• Attempt 3: 20s + jitter

Dead Letter Queue (DLQ)#

┌─────────────┐    ┌─────────────┐    ┌─────────────┐    ┌─────────────┐
│   Job       │───→│   Retry 1   │───→│   Retry 2   │───→│   Retry 3   │
│   Fails     │    │   (5s)      │    │   (10s)     │    │   (20s)     │
└─────────────┘    └─────────────┘    └─────────────┘    └──────┬──────┘
                                                                  │
                                                                  ▼
                                                           ┌─────────────┐
                                                           │  Dead Letter│
                                                           │   Queue     │
                                                           │  (Redis)    │
                                                           └──────┬──────┘
                                                                  │
                                                                  ▼
                                                           ┌─────────────┐
                                                           │ Admin Email │
                                                           │  + Slack    │
                                                           └─────────────┘

DLQ Schema:

Admin Notification on Job Failure#

Manual Retry Capability#

From /admin/jobs, an admin can:

1. View DLQ entries with full error context
2. Click Retry — job is re-queued to original queue with same jobId
3. Click Retry All — bulk retry up to 50 jobs at once
4. Click Archive — move to dlq_archive table (retained 90 days)
5. Click Investigate — deep link to logs with x-request-id

Idempotency Keys#

All jobs use deterministic IDs to prevent duplicate execution:

// Format: {practiceId}:{jobType}:{date|eventId}
const jobId = `${practiceId}:gbp-post:${new Date().toISOString().slice(0,10)}`;

Duplicate Prevention: If a job with the same jobId is already in the queue (waiting, active, delayed, or completed within last 1h), the new add operation is rejected with duplicate status.

---

7.2 API Rate Limit Protection#

GBP API Quota Tracking#

Implementation:

• Redis INCR on every API call
• Daily keys expire after 86400s
• Per-minute keys expire after 60s
• If quota exceeded, job is delayed to next available window
• Admin alert sent when any account hits 80% of daily quota

Social Platform Rate Limits#

AI API Cost Caps#

Cost Tracking:

• Every LLM call logs cost_usd to ai_usage table
• Daily rollup per practice
• When 80% reached: email warning to client + admin
• When 100% reached: downgrade to OSS models (Llama 3) only
• Enterprise clients: admin approval required for overage

Circuit Breaker Pattern#

┌─────────────┐     ┌─────────────┐     ┌─────────────┐     ┌─────────────┐
│   CLOSED    │────→│  5 failures │────→│    OPEN     │────→│  30s block  │
│  (normal)   │     │  in 60s     │     │  (blocked)  │     │  no requests│
└─────────────┘     └─────────────┘     └─────────────┘     └──────┬──────┘
                                                                    │
                                                                    ▼
                                                             ┌─────────────┐
                                                             │  HALF-OPEN  │
                                                             │  (test req) │
                                                             └──────┬──────┘
                                                                    │
                              ┌─────────────────────────────────────┘
                              │ success
                              ▼
                       ┌─────────────┐
                       │   CLOSED    │
                       │  (resume)   │
                       └─────────────┘

Applied to: GBP API, Composio API, Zernio API, Claude API, GPT-4 API.

Request Queue Throttling#

// BullMQ limiter config per queue
const limiters = {
  gbpPostPublish: { max: 30, duration: 60000 },      // 30/min
  socialPostPublish: { max: 25, duration: 60000 },   // 25/min
  reviewMonitor: { max: 60, duration: 60000 },       // 60/min
  citationSubmit: { max: 10, duration: 60000 },     // 10/min
  tokenRefresh: { max: 10, duration: 60000 },       // 10/min
};

---

7.3 GBP Suspension Prevention#

GBP suspension is the single highest operational risk. The following safeguards are mandatory and non-configurable.

Activity Frequency Guardrails#

Content Uniqueness Enforcement#

┌─────────────────────────────────────────────────────────────┐
│              Content Uniqueness Pipeline                     │
│                                                              │
│  AI Generated Content                                        │
│       │                                                      │
│       ▼                                                      │
│  ┌─────────────┐    ┌─────────────┐    ┌─────────────┐     │
│  │  Per-Client │───→│  Cross-Acc  │───→│  Similarity │     │
│  │   Hash      │    │  Deduplicate│    │   Check     │     │
│  │  (SHA-256)  │    │  (Redis)    │    │  (< 80%)    │     │
│  └─────────────┘    └─────────────┘    └──────┬──────┘     │
│                                               │              │
│                          ┌────────────────────┘              │
│                          │                                   │
│                          ▼                                   │
│                   ┌─────────────┐                            │
│                   │   PASS →    │                            │
│                   │   Publish   │                            │
│                   └─────────────┘                            │
│                          │                                   │
│                          ▼                                   │
│                   ┌─────────────┐                            │
│                   │   FAIL →    │                            │
│                   │  Regenerate │                            │
│                   │  (max 3x)   │                            │
│                   └─────────────┘                            │
└─────────────────────────────────────────────────────────────┘

Rules:

1. No two posts across any two accounts may have >80% text similarity (Levenshtein distance)
2. Each post must contain at least 3 unique tokens not present in the last 10 posts for that vertical
3. Hashtag sets must differ by at least 40% across accounts
4. Image prompts must be unique per post (no stock image reuse)

Gradual Activity Ramp for New Clients#

Rationale: Sudden burst activity from a new GBP account is a known suspension trigger.

Proxy Rotation for API Calls#

Emergency Stop Button#

// System-wide emergency stop
async function emergencyStop(reason: string, practiceId?: string) {
  if (practiceId) {
    // Per-client stop
    await db.gbpAccount.updateMany({
      where: { practiceId },
      data: { isActive: false, emergencyStoppedAt: new Date(), emergencyStopReason: reason }
    });
  } else {
    // System-wide stop
    await db.gbpAccount.updateMany({
      where: {},
      data: { isActive: false, emergencyStoppedAt: new Date(), emergencyStopReason: reason }
    });
  }
  
  // Pause all GBP queues
  await queues.gbpPostPublish.pause();
  await queues.reviewMonitor.pause();
  
  // Cancel scheduled posts for next 24h
  await cancelScheduledGbpPosts(practiceId, 24);
  
  // Notify
  await notifyEmergencyStop(reason, practiceId);
}

Activation Triggers:

Resume Procedure:

1. Admin reviews reason and confirms resolution
2. Admin clicks "Resume GBP Activity" in dashboard
3. System re-enables account with 48h gradual ramp
4. All paused posts are rescheduled with new timestamps

Suspension Warning Monitoring#

---

7.4 Token Expiry & Refresh#

Automatic Token Refresh#

Daily Token Health Check Cron#

0 3 * * * (Daily at 3:00 AM IST)
│
├─→ Query all tokens with expiry < 24h
├─→ For each token:
│   ├─→ Attempt refresh
│   ├─→ If success: update DB, log success
│   ├─→ If fail (1st attempt): retry in 1h
│   ├─→ If fail (2nd attempt): retry in 4h
│   └─→ If fail (3rd attempt): alert admin + mark for re-auth
│
└─→ Generate daily token health report

Alert on Refresh Failure#

Graceful Degradation When Tokens Expire#

Customer Re-Auth Prompt#

┌─────────────────────────────────────────────────────────────┐
│  🔐 Re-Authentication Required                                │
│                                                              │
│  Your [Google Business / Instagram / Facebook] connection    │
│  has expired. To continue automated posting and review       │
│  replies, please reconnect:                                  │
│                                                              │
│  [Reconnect Google Business]  [Reconnect Instagram]          │
│                                                              │
│  What happens if you don't reconnect:                        │
│  • GBP posts will pause until reconnected                    │
│  • Review auto-replies will pause                            │
│  • Your rankings may decline over time                       │
│                                                              │
│  Need help? Call us: +91-XXXX-XXXXXX                         │
└─────────────────────────────────────────────────────────────┘

Delivery: Email (immediate) + In-app banner (persistent) + WhatsApp (if connected).

---

7.5 Content Quality Gates#

AI Content Review Queue (Medical Clients)#

All content for medical clients (type = CLINIC, HOSPITAL, DOCTOR) enters a 24-hour approval window.

┌─────────────┐    ┌─────────────────┐    ┌─────────────┐    ┌─────────────┐
│   AI        │───→│  PENDING_REVIEW │───→│  24h Timer  │───→│ AUTO_PUBLISH│
│  Generates  │    │  (24h window)   │    │  (countdown)│    │  (if no     │
│  Content    │    │                 │    │             │    │  action)    │
└─────────────┘    └────────┬────────┘    └─────────────┘    └─────────────┘
                            │
              ┌─────────────┼─────────────┐
              ▼             ▼             ▼
        ┌─────────┐   ┌─────────┐   ┌─────────┐
        │ APPROVE │   │  REJECT │   │  EDIT   │
        │→Publish │   │→Regen  │   │→Requeue │
        └─────────┘   └─────────┘   └─────────┘

Sentiment-Gated Review Replies#

Negative Review Workflow:

1. Review received → AI generates empathetic, professional reply
2. Reply queued in /dashboard/reviews with "Pending Approval" badge
3. Client receives email: "New negative review requires your attention"
4. Client can: Approve (publishes immediately), Edit (saves draft), Reject (AI regenerates with feedback), or Write own reply
5. If no action in 24h (3★) or 72h (1-2★): Admin is alerted to intervene

Fact-Checking Layer for Medical Claims#

Blocklist (medical advertising compliance — India):

• "best doctor in [city]"
• "guaranteed results"
• "100% success"
• "no side effects"
• "miracle treatment"
• "cure all diseases"

Template-Based Generation with Constraints#

All AI content is generated from versioned prompt templates stored in the database:

Human Review for First Month#

Content Rejection Workflow#

┌─────────────────────────────────────────────────────────────┐
│                    Content Rejection Flow                  │
│                                                              │
│  Reject Action                                               │
│       │                                                      │
│       ▼                                                      │
│  ┌─────────────┐                                             │
│  │  Select     │                                             │
│  │  Reason:    │                                             │
│  │  • Factually│                                             │
│  │    incorrect│                                             │
│  │  • Tone     │                                             │
│  │    inappropriate│                                         │
│  │  • Violates │                                             │
│  │    policy   │                                             │
│  │  • Custom   │                                             │
│  └──────┬──────┘                                             │
│         │                                                    │
│         ▼                                                    │
│  ┌─────────────┐    ┌─────────────┐    ┌─────────────┐     │
│  │  Log Reason │───→│  AI Regen   │───→│  Re-queue   │     │
│  │  + Feedback │    │  (max 3x)   │    │  for Review │     │
│  └─────────────┘    └─────────────┘    └─────────────┘     │
│                                              │               │
│                              ┌───────────────┘               │
│                              │ (if 3x fail)                   │
│                              ▼                               │
│                       ┌─────────────┐                        │
│                       │  Escalate   │                        │
│                       │  to Human   │                        │
│                       │  Writer     │                        │
│                       └─────────────┘                        │
└─────────────────────────────────────────────────────────────┘

---

7.6 Emergency Stop Procedures#

GBP Emergency Stop#

Social Posting Pause#

Citation Submission Halt#

AI Generation Throttle#

Admin Notification Cascade#

Event Detected
    │
    ▼
┌─────────────┐    ┌─────────────┐    ┌─────────────┐
│  Immediate  │───→│  5 min      │───→│  15 min     │
│  Slack      │    │  Email      │    │  SMS to     │
│  #alerts    │    │  admin team │    │  on-call    │
└─────────────┘    └─────────────┘    └─────────────┘
    │
    ▼
┌─────────────┐
│  30 min     │
│  Phone call │
│  (critical) │
└─────────────┘

---

7.7 Data Integrity Safeguards#

Database Transaction Wrapping#

All multi-table mutations are wrapped in Prisma transactions:

NAP Snapshot Storage for Rollback#

Every citation stores a napSnapshot JSON at time of creation:

{
  "name": "Dr. Smith Dental Clinic",
  "address": "123 MG Road, Kochi, Kerala 682016",
  "phone": "+91-98765-43210",
  "email": "contact@drsmithdental.com",
  "website": "https://directory.com/clinics/kochi/drsmith",
  "category": "Dentist",
  "hours": "Mon-Sat 9:00-18:00",
  "capturedAt": "2026-06-01T08:30:00Z"
}

Retention: 1 year post-cancellation (DPDPA compliance). Use: If NAP is corrupted during update, restore from last snapshot.

Citation URL Backup Before Deletion#

Directory Profile Version History#

Schema:

model DirectoryProfileVersion {
  id              String   @id @default(cuid())
  directoryProfileId   String
  version         Int
  content         Json
  schema          Json
  publishedAt     DateTime
  publishedBy     String   // "ai" or "admin:{userId}"
  rollbackTarget  Boolean  @default(false)
}

Audit Log of All Changes#

Every create, update, delete operation is logged:

Retention: 7 years (Indian tax/compliance requirement). Query: /admin/audit-logs with filters by practice, user, action, date range.

Soft Delete (Not Hard Delete)#

Recovery Process:

1. Admin searches /admin/deleted for soft-deleted practices
2. Clicks "Restore" → confirmation dialog
3. System restores: Practice → Locations → Citation URLs (if <90 days) → Directory profile (if directory URL available)
4. Client re-auths GBP/social if tokens expired
5. Full recovery within 24h

---

Section 8: Cancellation & Offboarding Flow#

8.1 Cancellation Triggers#

┌─────────────────────────────────────────────────────────────┐
│                    Cancellation Triggers                     │
│                                                              │
│  ┌─────────────┐  ┌─────────────┐  ┌─────────────┐        │
│  │  Customer   │  │   Payment   │  │   Terms of  │        │
│  │  Initiated  │  │   Failure   │  │   Service   │        │
│  │  (portal)   │  │  (3 retries)│  │ Violation   │        │
│  └──────┬──────┘  └──────┬──────┘  └──────┬──────┘        │
│         │                │                │                │
│         └────────────────┴────────────────┘                │
│                          │                                   │
│                          ▼                                   │
│                   ┌─────────────┐                            │
│                   │  Admin      │                            │
│                   │  Suspension │                            │
│                   │  (fraud)    │                            │
│                   └──────┬──────┘                            │
│                          │                                   │
│                          ▼                                   │
│                   ┌─────────────┐                            │
│                   │  Status:    │                            │
│                   │ CANCELLING  │                            │
│                   └─────────────┘                            │
└─────────────────────────────────────────────────────────────┘

---

8.2 Grace Period & Retention Attempts#

7-Day Grace Period Timeline#

Day 0 (Cancellation Triggered)
│
├─→ Status: CANCELLING
├─→ All services CONTINUE running
├─→ Retention email #1 sent immediately
├─→ Downgrade offer presented in dashboard
│
Day 1
├─→ Retention email #1 follow-up (if not opened)
├─→ Pause option highlighted
│
Day 3
├─→ Retention email #2 sent
├─→ Personal call scheduled for high-value clients (Premium/Enterprise)
│
Day 5
├─→ Retention email #3 (final offer)
├─→ Exit survey link included
│
Day 7 (End of Grace Period)
├─→ Status: CANCELLED
├─→ Decommissioning begins
└─→ Final invoice generated (prorated if applicable)

Retention Email Sequence#

Downgrade Offer#

Pause Option#

Exit Survey#

---

8.3 Data & Asset Decommissioning#

Decommissioning Schedule#

Directory Profile Unpublish (Day 0)#

┌─────────────┐    ┌─────────────┐    ┌─────────────┐    ┌─────────────┐
│  Status:    │───→│  Cloudflare │───→│  Next.js    │───→│  S3 Assets  │
│  CANCELLED  │    │  DNS Delete │    │  ISR Purge  │    │  Archive    │
└─────────────┘    └─────────────┘    └─────────────┘    └─────────────┘

Directory URL Release#

Directory Profile URL DNS Removal#

Social Account Disconnection#

GBP Token Revocation#

---

8.4 Citation Removal Process#

Citation Deletion from 30 Directories#

┌─────────────────────────────────────────────────────────────┐
│              Citation Removal Pipeline (Day 1-7)             │
│                                                              │
│  For each of 30 directories:                                 │
│                                                              │
│  ┌─────────────┐    ┌─────────────┐    ┌─────────────┐    │
│  │  API-based  │    │  Form-based │    │  Owned Blog │    │
│  │  (Practo,   │    │  (Justdial, │    │  (Direct    │    │
│  │  Yelp)      │    │  Sulekha)   │    │  DB delete) │    │
│  └──────┬──────┘    └──────┬──────┘    └──────┬──────┘    │
│         │                  │                  │            │
│         ▼                  ▼                  ▼            │
│  ┌─────────────┐    ┌─────────────┐    ┌─────────────┐    │
│  │  Call       │    │  Browser    │    │  DELETE     │    │
│  │  DELETE     │    │  automation │    │  FROM DB    │    │
│  │  endpoint   │    │  + CAPTCHA  │    │  + SSG      │    │
│  └──────┬──────┘    └──────┬──────┘    └──────┬──────┘    │
│         │                  │                  │            │
│         └──────────────────┴──────────────────┘            │
│                            │                               │
│                            ▼                               │
│                     ┌─────────────┐                        │
│                     │  Screenshot │                        │
│                     │  proof of   │                        │
│                     │  removal    │                        │
│                     └──────┬──────┘                        │
│                            │                               │
│                            ▼                               │
│                     ┌─────────────┐                        │
│                     │  Update DB  │                        │
│                     │  status:    │                        │
│                     │  REMOVED    │                        │
│                     └─────────────┘                        │
└─────────────────────────────────────────────────────────────┘

NAP Data Removal from Owned Blog Sites#

Directory Listing Takedown Requests#

For directories that don't support automated deletion:

Screenshot Proof of Removal#

Removal Completion Report#

Generated automatically when all 30 citations are processed:

---

8.5 Final Report & Export#

Final Performance Report#

Data Export (DPDPA Compliance)#

Export Delivery:

• ZIP file generated via background job
• Uploaded to S3 with presigned URL (7-day expiry)
• Email sent to client with download link
• Admin notified of export completion

Citation List Export#

Review History Export#

Account Closure Confirmation#

┌─────────────────────────────────────────────────────────────┐
│  ✅ Your RankFlow AI Account Has Been Closed                 │
│                                                              │
│  Account: Dr. Smith Dental Clinic                            │
│  Closed on: 12 June 2026                                     │
│                                                              │
│  What we've done:                                            │
│  • All 30 citations removed from directories                 │
│  • Directory profile taken offline                                  │
│  • Social accounts disconnected                              │
│  • GBP access revoked                                        │
│                                                              │
│  Your data export:                                           │
│  • Download link (expires in 7 days): [Download ZIP]         │
│                                                              │
│  Reactivate anytime:                                         │
│  • Your data is retained for 1 year                          │
│  • Reactivation takes 24-48 hours                            │
│  • [Reactivate My Account]                                   │
│                                                              │
│  Questions? Reply to this email or call +91-XXXX-XXXXXX    │
└─────────────────────────────────────────────────────────────┘

---

Section 9: Tool & Feature Gap Analysis#

9.1 Current Tool Inventory#

---

9.2 Missing Tools / Features#

Gap analysis against the objective: "Getting local businesses to higher ranking."

---

9.3 Future Enhancement Roadmap#

2026 ──────────────────────────────────────────────────────────────►

Phase 1: CORE (Months 1-3)          [████████████] NOW
├─ 30 citations + GBP + Social
├─ Directory profile + DNS
├─ AI engine + job queue
├─ Billing + reporting
└─ 10 beta clients (Kerala)

Phase 2: SCALE (Months 4-6)         [            ] Month 4-6
├─ White-label agency portal
├─ Competitor rank tracking
├─ Google Search Console integration
├─ Keyword research tool
├─ 50 paying clients (South India)
└─ Referral partner program

Phase 3: MOBILE & CONVERSION (Months 7-9)  [            ] Month 7-9
├─ Mobile app (React Native)
├─ Call tracking (Twilio)
├─ WhatsApp Business integration
├─ Appointment booking (Calendly/native)
├─ Vernacular language QA layer
├─ 100+ clients (PAN India)
└─ AI engine optimization (GEO)

Phase 4: PLATFORM (Months 10-12)      [            ] Month 10-12
├─ Public API platform
├─ Marketplace (app store for SEO tools)
├─ AI chatbot (patient-facing)
├─ Chrome extension
├─ 500-client runway
├─ Rs 12L+ MRR target
└─ API for third-party integrations

---

9.4 Integration Wishlist#

---

Section 10: Appendix — Touchpoint Matrix#

Complete Lifecycle Touchpoint Registry (50+ Touchpoints)#

---

Touchpoint Frequency Summary#

---

End of Business Process Flow Document — Sections 7-10

---

Section 11: Addendum — Directory Profile System 2.0#

Reference: For the full technical specification, see /docs/directory-profile-plan.md (57 KB, 7 sections). This addendum provides the business process integration points.

11.1 The Four New Capabilities#

11.2 Revised Onboarding Flow (Directory Profile Focus)#

Step 1: Account Creation & Plan Selection [C]
    ↓
Step 2: Business Profile Capture [C]
    ├── NAP data, services, hours, USPs
    └── Logo + Photos upload (structured, required)
    ↓
Step 2b: DESIGN & MEDIA COLLECTION [C] ← NEW
    ├── Sub-step 2b.1: Brand Identity Upload
    │   ├── Logo (required, 2MB, PNG/SVG/JPG)
    │   ├── Hero Photo (optional, 5MB)
    │   ├── Doctor Portrait (optional, 2MB)
    │   ├── Clinic Photos (up to 5, 2MB each)
    │   └── Team Photos (up to 3, 2MB each)
    ├── Sub-step 2b.2: Design Preferences
    │   ├── Layout Engine (8 options, AI-suggested)
    │   ├── Color Palette (12 options, AI from logo)
    │   ├── Typography Pair (8 options)
    │   ├── Section Selection (12 modules, toggleable)
    │   └── Section Order (drag-and-drop)
    └── Sub-step 2b.3: Copy & Tone Input
        ├── Tagline / Headline (10-80 chars)
        ├── About Us Story (100-500 chars)
        ├── USP / Differentiator (50-200 chars)
        ├── Tone of Voice (5 options)
        └── Testimonials (up to 3, 100-300 chars each)
    ↓
Step 3: Consent & Terms Acceptance [C]
    ↓
Step 4: Payment Method Setup [C] + [S]
    ↓
Step 5: Directory URL Assignment [S]
    ↓
Step 6: Directory Profile Generation [S] ← REVISED
    ├── Uses Step 2b design preferences (layout, palette, typography)
    ├── Uses Step 2b uploaded photos (hero, portrait, clinic, team)
    ├── Uses Step 2b copy/tone (tagline, about, USP, testimonials)
    ├── AI generates content for selected sections (Claude Sonnet/Haiku)
    ├── Composable design system applies design tokens
    ├── Schema JSON-LD generated (LocalBusiness + Service + FAQ + Review)
    └── Images processed (Sharp variants: webp, blur placeholder, OG)
    ↓
Step 7: Directory Profile Deployment [S]
    ├── SSG render with ISR (Next.js)
    ├── Cloudflare CDN cache (global)
    └── Live at directory URL (< 2.5s LCP)
    ↓
Step 8: AI Chat Editor Preview [C] ← NEW
    ├── Client sees first preview
    ├── AI chat: "Would you like to change anything?"
    ├── Client can edit via natural language:
    │   ├── "Change heading to 'Best Dental Clinic in Anna Nagar'"
    │   ├── "Make the CTA button green"
    │   ├── "Add a team section after about"
    │   └── "Write a better about section mentioning my 15 years"
    ├── Edit commands: TEXT_EDIT, COLOR_EDIT, SECTION_ADD/REMOVE,
    │   SECTION_REORDER, LAYOUT_CHANGE, TYPOGRAPHY_CHANGE,
    │   IMAGE_UPLOAD, CONTENT_GENERATE
    ├── Undo/redo system (full history stack)
    └── Final approval [C] → Deploy updated site
    ↓
Step 9: GBP OAuth Request [S] → [C]
    ... (remaining steps)

11.3 External Site Integration Path (New Onboarding Branch)#

Onboarding Step 2: Business Profile
    ↓
System asks: "Do you have an existing website?"
    ↓
┌────────────────────────┐  ┌────────────────────────┐  ┌────────────────────────┐
│  No website            │  │  Yes, WordPress        │  │  Yes, other platform   │
│  (default)             │  │                        │  │  (Wix, custom, etc.)   │
│                        │  │                        │  │                        │
│  → Build on RankFlow   │  │  → Install plugin      │  │  → Add JS snippet      │
│  → Full design system  │  │  → Schema injection    │  │  → Schema injection    │
│  → AI editor           │  │  → Review widget       │  │  → Review widget       │
│  → Full automation     │  │  → NAP sync            │  │  → NAP monitoring      │
│                        │  │  → Citation health     │  │  → Analytics           │
│                        │  │  → Content sync        │  │                        │
└────────────────────────┘  └────────────────────────┘  └────────────────────────┘

11.4 Key Metrics for the New System#

11.5 What This Changes in the Existing Document#

---

End of Addendum: Directory Profile System 2.0

For full technical specification: See /docs/directory-profile-plan.md For original 10 sections: See Sections 1-10 above