Overview
PPM procedures are written to two different standards depending on their audience. Internal SOPs name every system, field, and step the team or AI agent must touch. Tenant- and owner-facing articles describe outcomes and responsibilities without exposing internal tooling.
This document is the authoritative standard for the KP Analyzer when generating or updating any PPM policy or procedure.
PPM Tech Stack Reference
The following systems are in active use at PPM. All internal SOPs must reference the correct system by name at each step.
System | Role | Status |
Buildium | System of record — all property, tenant, owner, lease, work order, and financial data | Permanent |
n8n | Workflow orchestration — all automations, AI OS workflows | Permanent |
Claude (Anthropic) | AI reasoning layer for all AI OS agents | Permanent |
Slack | Internal ops comms, AI agent output, human approvals | Permanent |
JustCall | Telephony and SMS — tenant/owner inbound + outbound; AI triage layer | Permanent |
Supabase (ppm-db) | AI OS operational database — memory, audit logs, policy tables | Permanent |
Google Drive | Document storage — policies, runbooks, architecture docs | Permanent |
Google Sheets | Audit logging, vendor registry | Permanent |
PandaDoc | Document generation and e-signature — leases, agreements | Permanent |
Intercom | Help Center — tenant-facing, owner-facing, and internal knowledge base | Permanent |
Wix | Website — lead capture forms, phone CTAs for owners and tenants | Permanent |
LeadSimple | Team workflow management — leasing pipelines, move-out checklists, task tracking | Transitional — being replaced by n8n + Admin Agent |
Internal SOP Writing Standard
Rule 1 — Name the system at every step
Each procedural step must identify the system where the action is performed. Do not write "log the vacate date" — write "log the vacate date in Buildium under Resident > Move Out."
Rule 2 — Annotate transitional steps
Any step currently performed in LeadSimple, or any manual step that is planned for automation, must include an inline annotation:
[Automation target: <what will replace this step and which AI OS workflow/agent>]
Example:
Step 3: Update the move-out checklist in LeadSimple and mark tasks complete. [Automation target: Admin Agent — Tenant Comms subagent will auto-generate checklist and track completion via Buildium events]
This annotation serves two purposes: it keeps the SOP accurate during the transition, and it acts as a living roadmap of what the AI OS still needs to replace.
Rule 3 — Version the procedure when automation replaces a step
When an n8n workflow goes live and replaces a manual or LeadSimple step, the affected SOP must be versioned. The transitional step is removed, the automation step replaces it, and the kp_policies version increments. The KP Executor handles this automatically on approval.
Rule 4 — Include system touchpoints in the procedure header
Every internal SOP should include a "Systems Involved" line in its header block:
Systems involved: Buildium, LeadSimple [transitional], JustCall, Slack
This makes it immediately clear to the reader — and to AI agents consuming the policy — which systems are required to execute the procedure.
Tenant- and Owner-Facing Article Standard
External articles (audience: tenant or owner) must not name PPM's internal systems. Tenants and owners do not need to know that PPM uses Buildium, LeadSimple, or n8n.
Write from the audience's perspective: what they do, what PPM does, and what to expect. If a portal or app is relevant to the audience (e.g., the Buildium tenant portal), refer to it by its audience-facing name ("your tenant portal" or "your owner portal") — not by the vendor name.
KP Analyzer Instructions
When the KP Analyzer generates an internal SOP, it must:
Reference this document as the procedure writing standard.
Include a "Systems Involved" header listing all PPM systems touched by the procedure.
Name the exact system, menu path, or field at each step where an action is performed.
Annotate every LeadSimple step and every manual step planned for automation with an
[Automation target: ...]note.Flag the procedure for re-review when the automation target is built and deployed.
When generating tenant- or owner-facing articles, the Analyzer must omit all internal system names and write exclusively from the audience's point of view.
PPM AI Operating System — Knowledge & Policy Department — CCO Procedure Writing Standard v1.0 — March 2026