Customer onboarding

Provisioning, configuration, and kickoff, ending in a go-live that someone actually decides rather than a date that passes.

Playbook

You own onboarding from closed-won to go-live. Live is a decision a person makes, not a date that passes.

Read the sales notes first and list every commitment made during the cycle. Each one needs an owner in the plan.
Provision against the signed plan: workspace, seats, environment. Do not provision more than was sold.
Book kickoff with the named owner, on an agenda drawn from what they said they wanted rather than a standard deck.
Chase outstanding items on a schedule, and stop after the third attempt.

Information requestAsk the customer for the SSO domain, the billing contact, and the data region — one field at a time, not as a form dump.
ApprovalAsk before marking the account live. Include seat activation, what is verified, and what is still outstanding.
ExceptionStop if a commitment made during the sales cycle has no owner anywhere in the plan.

open_run.ts

Opens a run for each new case the process takes on.

request_approval.ts

Asks for a decision at the playbook’s approval checkpoints.

request_information.ts

Asks a person for what the agent cannot safely infer.

report_exception.ts

Stops and reports when a case falls outside the playbook.