Understanding the Folders in Your Account
Open the automation area of your account and you will see folders with codes in front of their names, like B-007. Calendar Automations or B-009. Review Automations. Those codes are not clutter. They tell you who owns a folder, what it is for, and where it sits in the order things happen.
This guide explains the prefixes and lists every standard folder, so you can find what you need without opening each one to check.
The three prefixes
| Prefix | Who it belongs to | What it means for you |
|---|---|---|
| A- | Symphony Core | Setup and account configuration we maintain. You can look, but you will rarely need to change anything here. |
| B- | The standard library | Every account starts with these. They cover the common jobs: booking, following up, asking for reviews, taking payments. |
| C- | Your business | Built specifically for you and numbered in the order they were added. Your own custom work lives here. |
The number after the prefix keeps the folders in a sensible order on screen. It is not a priority ranking.
The standard folders
| Folder | What it does |
|---|---|
| B-000. Foundations | The shared settings the other folders draw on, such as your business name, logo, hours and contact details. Change something here and it updates everywhere it is used. |
| B-002. Generic Nurture | Long-term follow-up for contacts who have gone quiet, so they hear from you occasionally without anyone remembering to do it. |
| B-003. List Cleanup | Housekeeping for your contact list: bad phone numbers, bounced email addresses, duplicates. |
| B-004. Database Reactivation | Campaigns that go back to past customers and dormant enquiries to win work from people you already know. |
| B-005. Payment Automations | Everything around getting paid: invoice sent, invoice paid, refunds and cancellation requests. |
| B-006. Request A Callback | Handles someone asking you to call them back, and makes sure the request reaches a person. |
| B-007. Calendar Automations | Appointment booking, confirmations, reminders before the job, and what happens when someone does not show. |
| B-008. Inbound Messaging | Messages arriving from anywhere other than the phone: website contact form, web chat, Facebook, Instagram, WhatsApp. |
| B-009. Review Automations | Asking happy customers for a public review, and routing unhappy ones to you privately first. |
| B-010. Phone Automations | Calls: missed-call text back, and turning an incoming call into a new contact record. |
| B-011. Lead Form Automations | What happens when someone fills in a form on your website or a landing page. |
| B-013. Seasonal Communications | Holiday and birthday messages, set to the right dates for your country. |
| B-014. Refund and Cancellation Requests | The forms a customer uses to ask for a refund or cancel, and the status updates that follow. |
| B-015. Subscription Preferences | Unsubscribes, opt-outs and do-not-contact handling, so your messaging stays compliant. |
| B-016. Referral Automations | Asking satisfied customers to refer someone, and following up on referrals that come in. |
| B-017. Link Tree | The single link you can put in a social media profile that leads to everything else. |
Your account may not show all of these. Folders you are not using are either hidden or sitting inactive, and folders specific to your business appear under C- instead.
What is inside each folder
Folders hold different kinds of things. Some are mostly behind-the-scenes automations, some are things your customers see and click. This table shows what to expect before you open one.
| Folder | Automations | Forms | Pages | Calendars | Surveys | Message templates | Tracked links |
|---|---|---|---|---|---|---|---|
| B-000. Foundations | Yes | Yes | Yes | Yes | Yes | ||
| B-003. List Cleanup | Settings only | ||||||
| B-004. Database Reactivation | Yes | Yes | |||||
| B-005. Payment Automations | Yes | Yes | Yes | Yes | |||
| B-006. Request A Callback | Yes | Yes | |||||
| B-007. Calendar Automations | Yes | Yes | Yes | Yes | Yes | ||
| B-009. Review Automations | Yes | Yes | Yes | ||||
| B-011. Lead Form Automations | Yes | Yes | |||||
| B-015. Subscription Preferences | Settings only | ||||||
| B-016. Referral Automations | Yes | Yes | Yes | ||||
| B-017. Link Tree | Yes | Yes |
A few notes on reading this:
- Settings only means the folder holds configuration rather than anything that runs on a schedule or that a customer interacts with.
- Tracked links are ordinary-looking links that record who clicked, which is how follow-up knows whether someone engaged.
- B-002, B-008, B-010, B-013 and B-014 are not listed above. They are in the folder list and active in accounts, but their contents vary more between accounts, so ask us rather than assume.
Before you change anything
You can edit what is in these folders, and for day-to-day changes like wording or a forwarding number that is often quicker than waiting on us.
Two habits worth keeping:
Take a copy first. Open the three-dot menu on an automation and duplicate it. The copy keeps the original safe while you experiment, and reverting is then a matter of switching back rather than rebuilding.
Change one thing at a time. These folders connect to each other. A booking in one triggers a reminder in another and a review request in a third, so a single edit can surface somewhere you did not expect.
If something stops behaving the way you expect, contact us at [email protected] and we will take a look.