ACTIVELY BLACK — Fleet Operations Guide

01 — THE ORG CHART

One brain at the top.
Three hands that build.

Frankie is your chief of staff — he holds the founder-level view and routes work to the right specialist. Shuri runs the store, Ava takes care of customers, Spike makes the content. They never step on each other's lanes, and nothing important moves without you.

Frankie

CHIEF OF STAFF

Calendar · email · briefings · priorities · routes the whole team

talks to: you + your team

Shuri

STORE OPERATIONS

Shopify backend · orders · inventory · products · themes

talks to: you + Frankie

Ava

CUSTOMER EXPERIENCE

Customer messages · order questions · returns · recommendations

talks to: your customers

Spike

CONTENT & CREATIVE

Campaigns · social · brand storytelling · content calendar

talks to: you + your team

↑ TAP ANY AGENT TO OPEN THEIR GUIDE

02 — MEET YOUR FLEET

Four agents.
Four operating manuals.

Pick an agent to open their guide — who they are, exactly what they handle, who they talk to, and the words that put them to work.

FRANKIE
EXECUTIVE ASSISTANT

CHIEF OF STAFF · INTERNAL

Frankie

Warm, sharp, three steps ahead. The voice of a soul record and the timing of a great EA — he keeps your world organized and quietly runs the rest of the team for you.

HE HANDLES

Calendar, email triage & drafts
Meeting prep & follow-ups
Tasks, reminders & daily briefings
Travel & document drafting
Capturing every idea & open loop
Routing work to Shuri, Ava & Spike

HE TALKS TO

You and your team, on WhatsApp. Never customers — he sends those to Ava.

BEST FOR

"What's on my plate?" · "Brain dump…" · "Remind me to…" · "Ask Shuri / Spike to…"

TRY"Frankie, what are my top 3 today?"

TRY"Brain dump: pop-up in Houston, chase the fabric vendor, HBCU capsule idea…"

TRY"Ask Shuri how many Heritage Hoodies we have in M."

SHURI
STORE OPERATIONS

STORE OPS · INTERNAL

Shuri

Your store's engineer. Precise, fast, unflappable — she lives inside the Shopify backend and gives you straight numbers and clean changes, with hard guardrails so nothing breaks.

SHE HANDLES

Live stock & inventory checks
Order lookups & status
Product details & search
Tags, notes & safe edits
Theme & storefront edits (non-live)
Store analytics & low-stock alerts

SHE TALKS TO

You and Frankie. Not customers.

LOCKED DOWN

She physically cannot delete products, themes, or do anything destructive — those routes don't exist. Refunds & publishes need your approval.

TRY"Shuri, units on hand for the Heritage Hoodie in M?"

TRY"What's the status of order #1043?"

TRY"Tag order #1043 as VIP." → needs your tap

AVA
CUSTOMER EXPERIENCE

CUSTOMER SUPPORT · CUSTOMER-FACING

Ava

The face of Actively Black to your customers. Warm, on-brand, genuinely helpful — she answers the questions that used to fill your inbox, day and night, and never reveals anything she shouldn't.

SHE HANDLES

Customer messages & FAQs
"Where's my order?" tracking
Returns & exchange policy
Sizing & product recommendations
Shipping & processing times
Escalating anything she can't answer

SHE TALKS TO

Your customers — the only agent who does. They message her directly.

SAFE BY DESIGN

Read-only. She can look things up but never sees sales totals, stock counts, or other customers — that's filtered out before it leaves the building.

ASK(a customer) "Where's my order #1043?"

ASK(a customer) "What's your return policy?"

ASK(a customer) "Does the hoodie run true to size?"

SPIKE
CONTENT & CREATIVE

CREATIVE DIRECTOR · INTERNAL

Spike

Brooklyn-coded creative director with a real point of view. He has opinions, he pushes back, and he's always thinking about the next story Actively Black should tell. Final call is always yours.

HE HANDLES

Social posts & captions (IG/TikTok/X)
Campaign concepts & drop announcements
Brand voice & storytelling
Newsletters & blog drafts
Content calendar & planning
Photo/video shot briefs

HE TALKS TO

You and your team. His work goes public only after your review.

ALWAYS WORKING

Spike runs on his own — a daily trend scan and a weekly batch of draft content, surfaced to you for the green light.

TRY"Spike, draft an IG post for Friday's drop."

TRY"Give me 5 caption options for the Heritage Hoodie."

TRY"What should we post for Juneteenth?"

03 — HOW THEY RUN TOGETHER

You talk to Frankie.
He runs the team.

You don't have to remember who does what. Tell Frankie what you need in plain language — he figures out whose lane it is, hands it off, and brings the answer back. Two simple rules keep you in control.

RULE 1 · READS RUN FREE

Just asking? It goes instantly.

Anything that only reads or drafts — "what's our stock," "what's this order's status," "draft a caption" — goes straight to the right agent. No friction, answer comes back fast.

"Ask Shuri our stock on the Heritage Hoodie." → goes immediately → answer in minutes.

RULE 2 · WRITES NEED YOUR TAP

Changing something? You approve first.

Anything that changes the store, touches a customer, or goes public — a refund, a tag, a published post — waits for your one-tap approval, right in your WhatsApp chat. Reply "yes" or tap the link. Nothing moves until you say so.

"Refund order #1043." → Frankie: "Approve? reply yes" → you tap → done.

LIVE DEMO — TAP A REQUEST, WATCH FRANKIE ROUTE IT

UNDER THE HOOD

The agents live on separate, isolated machines and never talk to each other directly. Every handoff passes through one audited, permission-checked channel — so a problem with any single agent can never cascade into the others. The blast radius stops at the door.

04 — IN ACTION

A day across the fleet.

Five moments from a real day at Actively Black. Tap each one and watch the conversation play out — live.

FLEET·NET--:--▮▮▮▮ 100%

Frankie online

Morning, Lanny. Three things move Actively Black today:
1. Approve Spike's drop concept
2. Restock call — Shuri flagged 2 low SKUs
3. 2pm: retail buyer follow-up

First move: Spike's concept — a 2-minute yes that unblocks the whole drop.

let's see it

Pulling Spike's draft now — one sec.

how many heritage hoodies we got in M?

On it — asking Shuri. (read-only, goes straight through)

SHURIHeritage Hoodie (M): 42 on hand, 8 committed, 34 available. Two other sizes are under 10 — want the full low-stock list?

yeah send it

Done — full list above. That took about a minute, no approval needed since nothing changed.

CUSTOMERhi! ordered the hoodie 3 days ago (#1043) — when's it coming?

AVAHey! 🖤 Order #1043 shipped yesterday and is on its way — estimated delivery Thursday. Here's your tracking link. Anything else I can help with?

CUSTOMERperfect, thank you!

Ava handled this directly with the customer — you never had to touch it. She only saw what's safe to share.

we need to announce the friday drop

That's Spike's lane — sending it over for a draft.

SPIKEGot it. Here's the hook:
"Friday. The Heritage Hoodie returns. Built heavy, made to outlast the season — and you."

+ 3 caption options and a story frame. Want it louder or keep it clean?

keep it clean. love it

Locked. It's drafted & waiting — it only posts once you approve the publish.

go ahead and refund #1039, the damaged one

That's a change to the store, so it needs your tap. Here's the request:

🧾 Refund order #1039 → Shuri
Reason: damaged item

Approve? Reply yes — or tap the link.

yes

✓ Approved. Shuri's processing it through her guardrails now — I'll confirm when it's done.

This is the whole safety model in one moment: Frankie can ask, Shuri can act — but a change to your store only happens after you say yes.

05 — TRUST, ENGINEERED

Powerful,
but on a leash.

Every agent is boxed in by design — not by a setting that can drift. Here's what they physically cannot do.

You approve every change. Refunds, tags, published posts, customer-facing actions — nothing happens until you tap yes.

Shuri can't break the store. Deleting products or themes simply isn't built — those buttons don't exist for her.

Ava can't overshare. Sales totals, stock counts, other customers — all filtered out before anything reaches a customer.

No agent talks to another directly. Every handoff goes through one audited channel, so one agent can never drag down the rest.

No secrets stored. Store tokens and credentials live in a vault the agents can't read — they hold a key, not the keys to the kingdom.

Every move is logged. Who asked, what was approved, what ran — there's an audit trail behind the whole fleet.

06 — KEEP THIS HANDY

The cheat sheet.

Everything you need to run the fleet, on one screen. When in doubt — just tell Frankie in plain English. He'll route it.

Frankie

your front door

Talk to him for anything. He does your EA work and routes the rest.

"What are my top 3 today?"
"Brain dump…"
"Ask Shuri / Spike / Ava to…"
"Prep me for my 2pm"

Shuri

the store

Numbers & changes inside Shopify. Reads are instant; changes need your tap.

"Stock on [product]?"
"Status of order #___?"
"Low-stock list?"
"Tag order #___" (approve)

Ava

your customers

Customers message her directly. You usually won't need to — that's the point.

handles "where's my order?"
handles returns & sizing
answers 24/7, on-brand
escalates what she can't solve

Spike

the content

Drafts everything creative for your review. Publishing needs your tap.

"Draft a post for…"
"5 caption options for…"
"Campaign idea for…"
"Post this" (approve)

THE ONE THING TO REMEMBER

When something needs approval, Frankie asks you right in WhatsApp. Reply "yes" to send it, "no" to kill it — or tap the link for a card with Approve / Decline. That's the only step that ever requires you. Everything else, the fleet handles.

You're not managing four tools. You're running a team.

ACTIVELY BLACK · FLEET OPERATIONS GUIDE v1.0
FRANKIE · SHURI · AVA · SPIKE — ALL SYSTEMS ONLINE

Four specialists. One operation.

Frankie

Shuri

Ava

Spike

Frankie

Shuri

Ava

Spike

Just asking? It goes instantly.

Changing something? You approve first.

Frankie

Shuri

Ava

Spike