# Client runbook — `<client_id>`

**Copy to `clients/<client_id>/RUNBOOK.md`.** Template per `docs/DEPLOYMENT.md` §5.

> **The test this file has to pass:** *"if a runbook is current, a competent stranger can service the client."* Keeping it current is part of every `C-2x` task, not a separate chore. If you changed something about this client and didn't touch this file, the change isn't finished.

| | |
|---|---|
| Business name (as spoken) | |
| `client_id` | |
| Vertical | |
| Market | |
| Timezone | |
| Owner name + mobile | |
| Live since | |
| Tier + **minute cap** | |
| Billing entity | |

## Numbers & routing

| | |
|---|---|
| Their public number | |
| Our platform number / WhatsApp entry | |
| Routing type | ☐ conditional forwarding ☐ WhatsApp Business Calling ☐ both |
| **Forwarding ACTIVATION code** | |
| **Forwarding DEACTIVATION code** ← the rollback | |
| Carrier | |
| Codes tested on | ______ (date) |

## Configuration

| | |
|---|---|
| Platform | ☐ Retell ☐ Vapi |
| Workspace / agent name | |
| **Template version** | |
| Config export path | `clients/<client_id>/config/` |
| Voice | |
| Language(s) | |
| Recording policy | ☐ audio ON ☐ **transcript only** |
| Opening hours | |
| **Staffed hours** (differ!) | |

## Integrations

| Point | System | Endpoint / location | Vault entry |
|---|---|---|---|
| ① Calendar | | | `p13/<client_id>/calendar` |
| ② Lead webhook | | | `p13/<client_id>/crm` |
| ③ Daily summary | shared n8n flow, params: | | |
| ④ Transfer target | | | — |

Integration pattern used (`docs/API_CONTRACT.md` §2): ☐ 1 native ☐ 2 Cal.com via n8n ☐ 3 direct middleware
*If pattern 3 — the reason, required:*

## Escalation

| | |
|---|---|
| Staffed-hours transfer number | |
| After-hours alert destination | |
| Complaints handled by | |
| Large parties / events handled by | |
| Callback window promised to callers | |

## QA history

| Date | Type | Config version | Result | Sheet |
|---|---|---|---|---|
| | full 20-call / subset / quarterly | | | |

## Hours ledger (mirrors `docs/PROGRESS.md`)

| Month | Setup h | Care h | vs 2h target | vs 10h kill line |
|---|---|---|---|---|
| | | | | |

## Margin ledger

| Month | Minutes used / cap | Infra $ | % of fee (floor 40%) | Action |
|---|---|---|---|---|
| | | | | |

## Change log

| Date | Change | Config version after | QA re-run? |
|---|---|---|---|
| | | | |

> Any prompt or knowledge edit re-triggers QA cases **1, 5, 6, 11, 13, 17** at minimum (`docs/TEST_PLAN.md` pass bar). Record the re-run here.

## Client-specific quirks

*Things the owner does not want said · unusual policies · who to actually call when something breaks.*

## Retention signal (the P8 early-warning system)

`docs/TESTING.md` §4 requires asking monthly: **"keep, change, or cancel?"** Record the answer verbatim — the rolling answer is what makes the P8 gate a confirmation rather than a surprise.

| Month | Asked on | Their answer, in their words |
|---|---|---|
| | | |