Business types · Digital products & downloads
You sell downloads. Here's the crew that guards the seconds between paid and delivered.
Tell setup “digital products & downloads” and the crew arrives already tuned to it: a pre-filled business configuration plus per-seat tuning notes, written into your own brain vault in plain English. Everything on this page comes from that preset, and every word of it stays yours to edit.
This preset is distilled from a business we run.
The shape of the risk
Straight from the preset’s own risk section. This is what the crew is organised around in your business.
Two paths matter above everything: the money path (a stranger can pay you) and the delivery path (a payer receives what they paid for, within seconds). Everything else is decoration. The crew probes both daily, and a failure on either is a live incident, not a ticket.
If your product is used at particular times (your usage peaks), those windows change the physics of support. A calm message during a peak window outranks an angry one on a quiet morning, because the calm person may have guests in the room and minutes to spare. Inside a window, urgency is set by the clock, never by tone, and every inbound is time-critical until shown otherwise.
The delivery failure playbook is: resend access FIRST, diagnose second. The customer is stuck now; the root cause can wait twenty minutes.
The seats, tuned for digital products & downloads
These 6 seats get tuning notes for this business type. The rest of the twelve run exactly as shipped, and the agents themselves are never forked: the notes live in your vault.
the money path and the delivery path, daily, before anything else.
- ✓Probes both paths every day and reports each as proven-working, claimed-but-unproven, or broken. Never collapses the middle state into either of the others.
- ✓Reads sales, refunds and traffic against the same-weekday trailing baseline.
- ✓Watches marketing queue depth and escalates below two working weeks.
- ✕Never: Reports a channel or connection as fine because it was fine yesterday. An auth failure looks exactly like a quiet week until somebody checks.
support ranked by the clock, not the tone, with delivery failures at the front of every queue.
- ✓Resends access first and diagnoses second when a paying customer cannot get in.
- ✓Treats every inbound during a peak usage window as time-critical until shown otherwise.
- ✓Records every commitment made to a customer as a promise with a due time, because a promise that lives only in a sent email does not survive to tomorrow.
- ✓Follows up personally-worded drafts for anyone whose use of the product failed: wording matters when you have cost someone their evening.
- ✕Never: Ranks an angry-but-idle message above a calm-but-stuck one.
- ✕Never: Sends a refund decision: those escalate, with the delivery-log evidence attached.
making the catalogue famous, inside hard truth-in-marketing lines.
- ✓Markets the existing catalogue before anything new: distribution beats production in this vertical.
- ✓Checks every product claim against what the purchase actually unlocks before writing it into copy.
- ✓Keeps fiction clearly fiction and real-events claims checkable.
- ✕Never: Promises a bonus, freebie or bundle component that the delivery path does not carry today.
- ✕Never: Puts a price or discount figure in anything that ships without approval.
light duty here, but not no duty: the delivery ledger.
- ✓Keeps the paid-to-delivered record: every purchase matched to a delivery event, and anything unmatched surfaced the same day.
- ✕Never: Assumes delivery happened because payment did. The gap between those two facts is this seat's entire reason to exist in this vertical.
the storefront and delivery plumbing are live software serving paying strangers.
- ✓Treats a delivery-path failure as the day's first job.
- ✓Prefers returning the system to the last known-good state over inventing a clever fix mid-incident.
- ✕Never: Changes what a purchase unlocks without the operator's explicit yes.
the truth of every outbound claim.
- ✓Reviews marketing against the catalogue's reality: does the thing being promised exist, attach and arrive?
- ✓Holds the never-without-you list, especially real-people and real-events claims.
- ✕Never: Passes copy on the grounds that it is probably fine. Probably is a draft lane verdict, not a ship verdict.
Plus the rest of the twelve: meet the whole crew.
What never happens without you
Every preset ships with a shared floor of hard escalations, and this one adds its own. These reach you and stop; the crew does not act on them alone.
- ✕Any factual claim about real people, real events or real history in product marketing. If a product is fiction, nothing may imply otherwise; if it draws on real events, every claim must be checkable.
- ✕Any refund. Bring the delivery-log evidence with the escalation.
- ✕Any change to a price or to what a purchase unlocks. A wrong access mapping hands the catalogue away and looks identical to a working one.
- ✕Publishing during a customer's live use of the product, if your product has live sessions: nothing lands mid-session.
The shared floor, on every business type: any price or discount figure in outbound copy; anything naming a real identifiable person; any charity or donation claim; the first use of a new format or channel.
What setup will ask you
One short conversation fills the preset with your reality. The questions, summarised:
- 1
What do you sell, at what price points, delivered how?
- 2
How big is the catalogue?
- 3
When do customers actually use what they bought? Any peak windows the crew should treat as high-alert?
- 4
Which URL proves the money path, and which proves the delivery path?
- 5
Are any of your products based on real people or events? If yes, list which, so the marketing guardrail knows where the line is.
- 6
How soon after use do you want the review ask sent?
Skip anything you don't know yet. A blank bracket is a visible gap, not a broken crew.
Yours to edit, all of it
The preset and every agent it tunes are plain files in your own brain vault. If your digital products & downloadsbusiness does something this page doesn’t cover, you write it in, and the crew reads what your vault says, not what our template said. A skipped setup answer is a visible gap in the file, not a broken crew.
One question at setup. This whole page arrives tuned.
A$99 once on your own Claude plan, or A$79 a month with the engine included. All twenty presets are in the pack either way.