A sample, not a client. Built for the composite Sample Service Company: no real customer, person or figure. Every system shipped into production (Build) ends with a runbook like this, written for the person who inherits the system. How a build works
Your Intake System
How to use it, check on it, and change it.
This is a sample of the guide delivered with every Build. The company is a composite. A real guide carries your systems, your tools, and your contacts.
What it does. Every new request, from the website, the phone, or a crew signup, goes through one intake. It checks the address, the route day, and whether the customer already exists, then prices the job. Clean requests go to the customer as a price and a confirmation text. Anything unusual comes to you to decide.
Your dashboard
Three pages, open from any browser. It shows you what the system is doing. Approvals happen in your own tools.
How to
Check how it is doing
Open Metrics and status. Green means every door is taking requests. The top numbers are the ones this system was built to move, beside where they started. Look once a day; the system tells you when you need to look sooner.
Approve, edit, or decline a request
Requests that need you arrive in your approval tool, the one you chose at setup (your team chat, email, or the approval page). Each card shows the request, why it stopped, and what the system recommends. Choose approve, edit, or decline. Every choice is logged.
Change a price, the service area, or route capacity
Open the settings sheet in your own account and change the value. It applies to the next request. Message wording lives in the template list beside it; send yourself a test before saving.
See what happened, and why
Open Alerts and log. Every action is there: what came in, what the system did, what it sent to you, and what you changed.
Stop everything: manual mode
Turn on Manual mode in Settings, or in the settings sheet in your own account. Every request goes to you and nothing is sent on its own. Nothing is lost. Turn it off when you are ready and the system picks up where it left off.
Turn auto approve on or off
Every action starts at Approve everything. It moves up only when the numbers say it has earned it, and only when you decide. You set it per action, never all at once.
| Level | What happens | To move up |
|---|---|---|
| 1 · Approve everything | Every request waits for you. | 4 weeks, 150 decisions, 98% approved with no change |
| 2 · Spot check | Clean requests go out on their own. You review a daily sample of 5. | 4 more weeks at the same bar |
| 3 · Daily summary | Clean requests go out on their own. You get one summary a day. | Top level |
- To turn it on: in Settings, pick the action, then pick the level. The meter shows whether it has met the bar. It applies to the next request.
- To turn it off: set the action back to Approve everything. It applies to the next request.
- It turns itself off if you start correcting more than the bar allows, drops back to Approve everything, and sends you an alert.
- Some actions always need a person: refunds, discounts, prices outside the table, and anything outside the service area.
When something goes wrong
| You see | Do this |
|---|---|
| A door shows stopped on Metrics and status | Send a test request through that door. If it does not appear in 5 minutes, turn on manual mode and call your system owner. |
| An alert: text not delivered | Call the customer. Opt outs are honored on their own. |
| An alert: auto approve turned off | Open Alerts and log to see the corrections that tripped it. Turn it back on once the cause is fixed. |
| The AI service is down | Nothing to do. Requests come to you with no recommendation until it returns. |
| Requests missed during an outage | Open the failed list in Alerts and log and choose replay. Duplicates are caught. |
If you stop monitoring
The dashboard closes. Everything else is yours and keeps running:
- The system, in your own accounts, exactly as last set.
- Your approvals, in your own tools.
- Your settings and manual mode, in the settings sheet.
- A daily summary email to the owner.
- An exit kit: your current settings, an export of your data, and this guide.
Who to call
| Office manager | Approvals, templates, day to day questions |
| Owner | Prices, service area, auto approve levels |
| System owner | Outages, rule changes, access |
Access. Everyone has their own login. Keys live in your account's secret store. Remove access the day someone leaves.