4AM Media Knowledge Base
Find the right answer. Handle it with confidence.
Product knowledge, customer care processes and team resources — organised so agents can find the exact answer mid-conversation.
Every page, route and section below is real and navigable. The remaining bodies are still on the original Google Sites — run npm run kbs:import from an environment that can reach sites.google.com to pull them in. 14 pages were imported from the team's working documents in Drive instead, and each is marked as such with the document's last-edit date.
Browse by area
What do you need?
Start with a section. Each one opens into its own collection of guides, policies and reference material.
Products
Product guides, specifications and selling points.
02Topics
Order handling, payments and day-to-day customer care.
03Returns & Refunds
Return windows, refund calculations and pushback flows.
04Cancellation
Cancellation paths for shipped, unshipped and subscription orders.
05FAQs
Fast answers to the questions customers ask most.
06Macros
Ready-to-use responses organised by brand and situation.
07Call Scripts
Openers, rebuttals and follow-up scripts for live calls.
08Policies
Handbooks, company policy and agent requirements.
09Upsells
Subscription offers, bundles and add-on handling.
10Escalation
When and how to escalate, with the sheets to use.
11Manuals
Product manuals and reference documentation.
12Announcements
Cascades, handling updates and team announcements.
13Overview
Core landing pages and general guidance.