Database: Triaging "No Longer Work Here" emails in GHL

Overview & Purpose

This document outlines the standard protocol for handling auto-responses and bounce-backs indicating a contact no longer works at a church. Operations, Support Reps, and Account Managers must follow this procedure to maintain database integrity, suppress obsolete contacts, and queue replacement leads for the Success Team.


Step-by-Step Procedure

Phase 1: Categorize the Auto-Reply

  1. Open the auto-reply email in the main inbox panel.

    Read the body of the message to determine the scenario:

    • Scenario A (Personal Update Only): The contact left the church and provided a updated personal email/contact for themselves only (no alternate church address provided).
    • Scenario B (New Church Point of Contact): The auto-reply provides an additional or replacement church email address (e.g., general inbox, replacement pastor, or office contact).

Phase 2: Execute Action Based on Scenario

  • If Scenario A (Personal Update Only):
    1. Navigate to the contact's record.
    2. Toggle DnD enabled by user for all channels to suppress future outbound campaigns.

    3. Mark the email thread as Read and archive.

      If Scenario B (New Church Point of Contact):

    4. Open the Tasks sidebar panel on the right side of the screen.

    5. Check if a task titled Database Cleanup already exists for this contact.

      If task exists: Mark the email thread as Read (no duplicate task needed).

      If no task exists: Click + Add in the Tasks panel and configure:

      • Title: Database Cleanup  
      • Description: Copy and paste the exact text body from the auto-reply email.
      • Due Date: Set to the Next Business Day.
      • Assignee: Select Success Team (ST).
    6. Save the task.
    7. Mark the email thread as Read.

Edge Cases & Troubleshooting

  • Multiple Alternate Emails Listed:
    • Copy the entire email body into the Database Cleanup task description so the Success Team has complete context to update the organization's record.
  • Ambiguous Auto-Reply (e.g., Out on Sabbatical / Leave):
    • Do NOT set DnD or create a Database Cleanup task if the person is temporarily away. Only execute this SOP if the email explicitly states permanent departure or account decommission.

To process the task, please see this article: https://team.churchfuel.com/article/657-processing-i-am-no-longer-at-the-church-emails

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