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Starter Both — Expected Output Spec

Status: COMPLETE -- All 62 touchpoints specified. Derived from founder interview answers (starter-both-interview-answers.md). Ready for Playwright test generation. Tier: Starter | Channel: Both (Voice + Chat) | Price: $54.95/mo | Trial: None (charge immediately)

Key Principles for This Spec​

  1. Chatbot-first emphasis -- chatbot is live immediately; voice takes up to 1 business day.
  2. Single data store -- church knowledge entered once feeds both voice and chat agents.
  3. Single onboarding flow -- one purchase, one form, one dashboard.
  4. Requests from both channels merged -- source column with icons (phone vs chat bubble) + filter dropdown.
  5. No trial/annual -- bundle includes voice component, so charges immediately, monthly only.

User State Definition​

FieldValue
Planstarter_both
Channelboth
Statusactive (no trial -- charges immediately)
chatbot_enabledtrue
care_enabledtrue
VoiceINCLUDED -- Calls tab visible, phone number assigned, voice agent active
AgentsCare + Coordinator only (Discipleship + Stewardship HIDDEN). Chatbot: 2 agents. Voice: 2 agents (same 2). Total unique: 2.
Tools12 (Starter tier) -- combined voice + chat marketing number; voice agent tools are NOT tier-gated
Monthly message limit200 LLM-generated responses (chat)
Max tokens per response450
Tool-use rounds3
FAQ managementNOT included (HIDDEN -- Pro+ feature)
Document uploadNOT included (HIDDEN -- Pro+ feature)
Analytics dashboardNOT included (HIDDEN -- Pro+ feature)
Embed widgetAvailable at all tiers (Founder Decision #5)
Widget customizationNOT included (HIDDEN -- Pro+ feature)
Training simulatorNOT included (HIDDEN -- Pro+ feature)
Remove branding badgeNOT included (Suite only)
PewSearch bonusNOT included (Starter gets no bonus)
Theological lensDenomination selector visible (full configuration at Pro+)
Annual billingNOT available (bundles are monthly only)

A. Discovery Paths (Touchpoints 1--10)​

Touchpoint 1: Homepage​

Same as Starter Chat Touchpoint 1. Homepage is plan-agnostic.

Founder Decision: [x] Approved​

Touchpoint 2: Pricing Page​

URL: https://churchwiseai.com/pricing

Same as Starter Chat Touchpoint 2, with bundle-specific details:

Should See:​

  • Channel toggle: "Both" selected
  • When Both is selected: Annual/Monthly toggle DISAPPEARS (no annual for bundles)
  • Starter Both card showing $54.95/mo with "Saves $9.95/mo vs separate" callout
  • "No free trial" -- clear messaging that bundle plans charge immediately
  • Bundle feature list emphasizing both channels: "AI chatbot + AI voice agent working together"

Should NOT See:​

  • Annual billing toggle (hidden for bundles)
  • "14-day free trial" messaging

CTA -> Destination:​

  • "Get Started" on Starter Both -> /onboard?plan=starter_both

Founder Decision: [x] Approved​

Touchpoints 3--10​

Same as Starter Chat Touchpoints 3--10, with plan param differences:

  • Touchpoint 9: ?plan=starter_both pre-selects Starter Both
  • Touchpoint 10: Same behavior with plan param

Founder Decision: [x] Approved​

B. Pre-Purchase Journey (Touchpoints 11--16)​

Touchpoint 11: Landing / Entry Point​

URL: https://churchwiseai.com/onboard?plan=starter_both

Same as Starter Chat Touchpoint 11, except:

  • Plan pre-selected: "Starter (Voice + Chat) — $54.95/mo"
  • NO trial messaging -- "Your card will be charged $54.95 today. Cancel anytime."
  • No annual toggle (hidden for bundle plans)
  • "Founder Pricing -- Limited Time" badge

Founder Decision: [x] Approved​

Touchpoint 12: Onboard Step 1 -- Church Info​

Same as Starter Chat Touchpoint 12 (redesigned: silent directory match), with:

Voice-specific field:​

  • "Who is your phone provider?" dropdown (same as Starter Voice Touchpoint 12)
  • Used for carrier-specific call forwarding instructions in Email 2

Plan Selector:​

  • Starter Both pre-selected; customer CAN change plan
  • Annual toggle hidden for voice/bundle plans

Founder Decision: [x] Approved​

Touchpoint 13: Post-Checkout Bonus Page​

NOTHING -- Starter gets no PewSearch bonus (same as Starter Chat and Starter Voice).

Founder Decision: [x] Approved​

Touchpoint 14: Single-Step Onboard Form​

Same as Starter Chat Touchpoint 14, with:

  • Phone provider field included
  • Plan section shows $54.95/mo
  • No trial callout -- "Your card will be charged $54.95 today. Cancel anytime."
  • No annual toggle

Founder Decision: [x] Approved​

Touchpoint 15: Stripe Checkout​

Same as Starter Chat Touchpoint 15, except:

  • Plan summary card badge: "Starter (Voice + Chat) Plan"
  • No trial badge -- "$54.95 per month" (immediate charge)
  • Product name: "ChurchWiseAI Starter (Voice + Chat)"
  • Product description: mentions both voice and chat agents, 2 agents, 12 tools
  • "Subscribe" button (not "Start trial")

Should NOT See:​

  • "14 days free" trial badge
  • Annual billing option

Founder Decision: [x] Approved​

Touchpoint 16: Post-Checkout Confirmation​

URL: https://churchwiseai.com/onboard/return?session_id=[id]

Should See:​

  • Success: "Welcome to ChurchWiseAI!" with church name
  • Chatbot-first messaging: "Your chatbot is live! Start sharing it with your congregation right now."
  • Voice provisioning note: "We're also setting up your voice line -- you'll hear from us within 1 business day with your phone number and forwarding instructions."
  • "Go to Your Dashboard" button
  • "In the meantime, set up your church profile and customize both agents."

Should NOT See:​

  • PewSearch bonus section
  • Only voice messaging (chatbot is live NOW, emphasize that)

CTA -> Destination:​

  • Success: "Go to Your Dashboard" -> /admin/[token]

Founder Decision: [x] Approved (chatbot-first; voice provisioning secondary)​

C. Email Journey (Touchpoints 17--24)​

Touchpoint 17: Pre-Checkout Email -- REMOVE​

Same as all tiers. No email before Stripe checkout.

Founder Decision: [x] REJECTED​

Touchpoint 18: Post-Checkout Welcome Email (Email 1 of 2)​

Trigger: Stripe checkout.session.completed webhook Sender: Resend (ChurchWiseAI <hello@churchwiseai.com>)

Should See:​

  • Subject: "Welcome to ChurchWiseAI -- Your Chatbot Is Live!"
  • Body:
    • "Your chatbot is live! While we get your voice line ready, here's what to do..."
    • "Your chatbot is ready right now." Share link: churchwiseai.com/chat/[slug]
    • "Step 1 is on us -- we're provisioning your phone line within 1 business day."
    • "While you wait, get things ready for both agents:"
      1. (On us) Getting your phone line and voice agent ready
      2. Complete your church profile (service times, staff, ministries)
      3. Set your denomination/theological tradition
      4. Customize your agents' personalities
      5. Share your chat page
    • "Open My Dashboard ->" button
    • Plan confirmation: "You're on Starter (Voice + Chat) -- $54.95/mo"
    • Support: "Questions? Reply to this email."

Should NOT See:​

  • Only chatbot messaging (must mention voice provisioning)
  • Only voice messaging (chatbot is live NOW)
  • PewSearch references

Founder Decision: [x] Approved (chatbot-first; voice provisioning in progress)​

Touchpoint 18B: Voice Line Live Email (Email 2 of 2)​

Same as Starter Voice Touchpoint 18B. Personalized "Your line is live!" email after provisioning:

  • Phone number displayed
  • Carrier-specific forwarding instructions
  • Celebrates what they've completed since Email 1
  • "Make a test call!" CTA
  • Step 6 from getting started: "Forward your church phone + make a test call"

Should NOT See:​

  • PewSearch references
  • Generic forwarding instructions

Founder Decision: [x] Approved (same two-email flow as Starter Voice)​

Touchpoint 19: Stripe Receipt Email​

Same as Starter Voice Touchpoint 19. Amount: $54.95. No trial note.

Founder Decision: [x] Approved​

Touchpoint 20: Lifecycle Email -- Day 0 (Welcome + Starter Kit)​

Combined voice + chat content:

  • Emphasizes chatbot is live, voice coming soon
  • Setup steps for both agents
  • AI Starter Kit delivery

Founder Decision: [x] Approved​

Touchpoint 21: Lifecycle Email -- Day 2 (Setup Nudge)​

Subject: Have you shared your chat page and forwarded your phone yet?

Body:

Hi {$name},

Quick check-in -- two things that will get your AI working for your congregation:

1. Share your chat page -- anyone with this link can chat with your AI: https://churchwiseai.com/chat/{slug}

Add it to your bulletin, website, or email signature.

2. Forward your church phone -- once your voice line is live (check your email for the number and instructions), forward your calls so your AI answers 24/7.

Both agents share the same church knowledge, so whatever you've added to your dashboard trains them both automatically.

[Open My Dashboard ->]

Grace and peace, John ChurchWiseAI

Founder Decision: [x] Approved​

Touchpoint 22: Lifecycle Email -- Day 7 (Activation Check)​

Combined stats from both channels:

  • Calls answered: {call_count}
  • Chat conversations: {chat_count}
  • Prayer requests captured: {prayer_count} (combined)
  • Visitor contacts: {visitor_count} (combined)

Links to both the chat page and the calls tab.

Founder Decision: [x] Approved​

Touchpoint 23: Lifecycle Email -- Day 13 (N/A -- No Trial)​

Bundle plans have no trial. This touchpoint does not exist for Starter Both.

Founder Decision: [x] N/A​

Touchpoint 24: Notification Emails (Ongoing)​

Combined notifications from both channels:

  • Voice call notifications: "(Voice Call)" in subject
  • Chat notifications: "(Chat)" in subject
  • Both types include link to Requests tab
  • Same notification types: prayer requests, visitor contacts, callbacks, care escalations

Founder Decision: [x] Approved​

D. First Login & Dashboard (Touchpoints 25--29)​

Identical to Starter Chat Touchpoint 25. Token-based auth, loads Overview.

Founder Decision: [x] Approved​

Touchpoint 26: Dashboard Header​

Should See:​

  • "ChurchWiseAI" branding
  • Church name
  • "Starter Plan" badge (gold) with "(Voice + Chat)" sub-label
  • Status badge (active)
  • "View Chat Page" link -> opens /chat/[slug]
  • "View Care Page" link -> opens /care/[slug]
  • Phone number display (shows assigned number or "Provisioning..." before Email 2)

Should NOT See:​

  • PewSearch branding
  • Pro/Suite badge

Playwright Test Hints:​

  • Assert "Starter Plan" badge visible
  • Assert "View Chat Page" link present
  • Assert "View Care Page" link present
  • Assert phone number display present

Founder Decision: [x] Approved​

Touchpoint 27: Dashboard Tab Navigation​

Should See:​

  • 7 tabs total:
    1. Overview
    2. Calls
    3. Requests
    4. Care
    5. Training
    6. Settings
    7. Upgrade (renamed to Subscription in FA-082 Phase 6 — see acceptance/multi-item-self-serve.md for the new self-serve add/remove/resume flows)

Should NOT See:​

  • Website tab -- HIDDEN (no PewSearch bonus at Starter)
  • Social tab -- HIDDEN
  • Any grayed-out or locked tabs

Playwright Test Hints:​

  • Assert exactly 7 tabs: Overview, Calls, Requests, Care, Training, Settings, Upgrade
  • Assert NO "Website" or "Social" tabs

Founder Decision: [x] Approved (7 tabs; Website and Social hidden)​

Touchpoint 28: Overview Tab (First View)​

Should See:​

  • 5 stat cards (mixed voice + chat):
    1. Total calls this month
    2. Total chat conversations this month
    3. Prayer requests (combined, both channels)
    4. Visitor contacts (combined)
    5. Callback requests (combined)
  • Getting Started checklist (6 steps -- see Touchpoint 29)
  • AI Agents section: Care Agent + Coordinator Agent only
  • Optional "Did you know?" educational moments

Should NOT See:​

  • Average call duration on Overview (lives in Calls tab)
  • Active care members on Overview (lives in Care tab)
  • Discipleship/Stewardship Agent cards (HIDDEN)
  • Analytics section (Pro+ feature)
  • "Upgrade to Pro" buttons

Playwright Test Hints:​

  • Assert 5 stat cards with correct labels
  • Assert Getting Started checklist visible
  • Assert 2 agent cards (Care, Coordinator)
  • Assert NO "Discipleship" or "Stewardship" text visible

Founder Decision: [x] Approved (5 mixed stats; keep Overview clean)​

Touchpoint 29: Getting Started Checklist Detail​

Should See:​

  • 6-item checklist mirroring welcome email:
    1. (On us) Getting your phone line ready
    2. Complete your church profile
    3. Set your denomination
    4. Customize your agents' personalities
    5. Share your chat page
    6. (After line is live) Forward your church phone + test call
  • Checkmark indicators, progress bar
  • Auto-dismisses after 7 days or all complete
  • Step 6 shows "Waiting for your phone line..." until Email 2 sent

Should NOT See:​

  • "Upgrade" messaging in checklist

Playwright Test Hints:​

  • Assert checklist contains exactly 6 items
  • Assert auto-dismisses after 7 days

Founder Decision: [x] Approved (6 steps; combined voice + chat)​

E. Setup Journey (Touchpoints 30--42)​

Touchpoint 30: Training Tab -- Overview​

Should See:​

  • 5 sub-tabs (same as Starter Chat and Starter Voice):
    1. Church Knowledge
    2. This Week
    3. Theology
    4. Agents (shows BOTH chat personality controls AND voice controls)
    5. Safety

Should NOT See:​

  • FAQs sub-tab (HIDDEN -- Pro+)
  • Simulator sub-tab (HIDDEN -- Pro+)

Founder Decision: [x] Approved (5 sub-tabs; single Training tab for both channels)​

Touchpoint 31: Training -- Church Knowledge Sub-Tab​

Same as Starter Chat Touchpoint 31. Data entered here feeds BOTH voice and chat agents simultaneously.

Founder Decision: [x] Approved (single data store)​

Touchpoint 32: Training -- This Week Sub-Tab​

Same as Starter Chat Touchpoint 32. Feeds both agents.

Founder Decision: [x] Approved​

Touchpoint 33: Training -- FAQs Sub-Tab (HIDDEN)​

Same as Starter Chat Touchpoint 33. HIDDEN at Starter tier.

Founder Decision: [x] Approved​

Touchpoint 34: Training -- Theology Sub-Tab​

Same as Starter Chat Touchpoint 34. Denomination selector influences both agents.

Founder Decision: [x] Approved​

Touchpoint 35: Training -- Agents Sub-Tab​

URL: https://churchwiseai.com/admin/[token]?tab=training&sub=agents

Should See:​

  • Care Agent: Expandable card with personality editor (tone, formality, response length, emoji, custom instructions, suggested questions)
    • Note: Care Agent has a fixed introduction: "Hi, I'm here with you now..." -- this is NOT configurable via greeting script
  • Coordinator Agent: Same personality editor fields
  • Voice-specific controls (because plan includes voice):
    • Greeting script configuration -- Coordinator-only (Coordinator handles initial call answering)
    • Voice picker dropdown -- backend voice_id field exists but dashboard UI is NOT YET BUILT
  • Chat-specific controls (because plan includes chat):
    • Chatbot personality settings (same fields as chat-only)

Should NOT See:​

  • Discipleship Agent (HIDDEN)
  • Stewardship Agent (HIDDEN)
  • Any "Upgrade to unlock" overlays

Playwright Test Hints:​

  • Assert 2 agent cards: Care, Coordinator
  • Assert greeting script textarea present (associated with Coordinator, not Care)
  • Assert voice picker: NOT YET BUILT -- do not assert UI picker exists
  • Assert chatbot personality fields present
  • Assert NO "Discipleship" or "Stewardship" text visible

Founder Decision: [x] UPDATED -- 2 agents; greeting is Coordinator-only; voice picker UI not yet built; Care has fixed intro​

Touchpoint 36: Training -- Safety Sub-Tab​

Same as Starter Chat Touchpoint 36. Fully available. Covers both voice escalation and chat escalation protocols.

Founder Decision: [x] Approved​

Touchpoint 37: Training -- Simulator Sub-Tab (HIDDEN)​

HIDDEN at Starter tier. Voice testing by calling actual number; chat testing by visiting chat page.

Founder Decision: [x] Approved​

Touchpoint 38: Training Progress Sub-Tab -- DOES NOT EXIST​

Note: There is NO "Training Progress" sub-tab in the code. TRAINING_SUB_TABS in TrainingTab.tsx defines: church-knowledge, this-week, faqs, theology, agents, safety, simulator. "Training Progress" is not one of them.

The Getting Started checklist in the Overview tab (Touchpoint 29) handles setup progress tracking.

No Playwright test should assert a "Training Progress" sub-tab exists.

Founder Decision: [x] CORRECTED -- Training Progress sub-tab does not exist in the codebase​

Touchpoint 39: Settings -- Church Profile Sub-Tab​

Same as Starter Chat Touchpoint 39, plus:

  • Phone number display (read-only, shows assigned AI number)
  • Vanity slug for chat page URL

Founder Decision: [x] Approved​

Touchpoint 40: Settings -- Hours Sub-Tab​

Identical to Starter Chat Touchpoint 40.

Founder Decision: [x] Approved​

Touchpoint 41: Settings -- Notifications Sub-Tab​

Combined notifications for both channels:

  • Voice call notifications (on/off)
  • Chat conversation notifications (on/off)
  • Prayer request notifications (on/off)
  • Visitor contact notifications (on/off)
  • Callback request notifications (on/off)
  • Care escalation notifications (on/off)

Founder Decision: [x] Approved​

Touchpoint 42: Settings -- Integrations Sub-Tab​

Same as Starter Chat Touchpoint 42. Cal.com, Planning Center, Giving URL.

Founder Decision: [x] Approved​

Touchpoint 42B: Settings -- Team Management Sub-Tab​

Same as Starter Chat Touchpoint 42B. Unlimited team members, 9 roles.

Founder Decision: [x] Approved​

F. Public-Facing Pages (Touchpoints 43--48)​

Touchpoint 43: Public Chat Page​

Same as Starter Chat Touchpoint 43. Full chat interface at /chat/[slug] with chatbot active.

  • 4 suggested questions
  • "Powered by ChurchWiseAI" badge (not removable at Starter)
  • 12 tools available

Founder Decision: [x] Approved​

Touchpoint 44: Public Care Hub Page​

Same as Starter Chat Touchpoint 44. Care hub at /care/[slug] with 2 agent cards (Care + Coordinator).

Founder Decision: [x] Approved​

Touchpoint 45: Care Subscribe Page​

Same as Starter Chat Touchpoint 45.

Founder Decision: [x] Approved​

Touchpoint 46: Agent-Specific Chat Pages​

Same as Starter Chat Touchpoint 46. /care/[slug]/care and /care/[slug]/coordinator functional; Discipleship/Stewardship redirected.

Founder Decision: [x] Approved​

Touchpoint 47: Embed Widget (AVAILABLE)​

Embed widget is available at all tiers including Starter (Founder Decision #5). Starter Both customers can embed the chatbot widget on their website.

  • Embed code generator visible in dashboard
  • Basic widget configuration (size, position)
  • "Powered by ChurchWiseAI" badge on widget (not removable at Starter -- Suite only)
  • Color customization NOT available (Pro+ feature -- HIDDEN)

Founder Decision: [x] UPDATED -- Embed widget available at all tiers (Decision #5). Previous "if that change ships" qualifier removed.​

Touchpoint 48: Pro Website (NOT AVAILABLE)​

Not available -- Starter gets no PewSearch bonus.

Founder Decision: [x] Approved​

G. Ongoing Dashboard Use (Touchpoints 49--54)​

Touchpoint 49: Calls Tab​

Same as Starter Voice Touchpoint 49. Expandable row pattern with:

  • Date/time, Duration, Caller phone number, Intent, Status badge
  • Click to expand: transcript, agent, actions taken, soft delete
  • No audio recordings (transcript only)

Founder Decision: [x] Approved​

Touchpoint 50: Requests Tab​

URL: https://churchwiseai.com/admin/[token]?tab=requests

Should See:​

  • Prayer requests, visitor contacts, callbacks from BOTH voice and chat
  • Source column with icon: Phone icon for voice, chat bubble for chat
  • Filter dropdown: All / Voice / Chat
  • Same expandable row pattern, status filters, pagination

Should NOT See:​

  • Analytics overlay (Pro+)
  • "Upgrade" messaging

Playwright Test Hints:​

  • Assert source column shows icons for both voice and chat
  • Assert filter dropdown has options: All, Voice, Chat
  • Assert filtering by Voice shows only voice-sourced requests
  • Assert filtering by Chat shows only chat-sourced requests

Founder Decision: [x] Approved (merged view; source icons + filter)​

Touchpoint 51: Care Tab​

Same as Starter Chat Touchpoint 51. Toggle, share link, QR code, broadcast section, member list.

Note: Care tab is visible for Both plans (chatbot is included). Hidden only for voice-only plans.

Founder Decision: [x] Approved​

Touchpoint 52: Social Tab (HIDDEN)​

HIDDEN entirely. ShareWiseAI product.

Founder Decision: [x] Approved​

Touchpoint 53: Upgrade Tab (renamed to Subscription tab in FA-082 Phase 6)​

FA-082 Phase 6 note: The Upgrade tab has been renamed to Subscription and expanded to support self-serve add/remove/resume product flows. The tab formerly surfaced only upsell comparison cards; it now also shows the customer's current subscription state and lets them manage individual products. See acceptance/multi-item-self-serve.md for the full new spec.

URL: https://churchwiseai.com/admin/[token]?tab=upgrade

Should See:​

  • Current plan: "Starter (Voice + Chat) -- $54.95/mo" with status badge
  • Upgrade options:
    • Pro (Voice + Chat): $119.95/mo -- 35 tools, 4 agents, FAQs, analytics, Premium Listing
    • Suite (Voice + Chat): $139.95/mo -- 39 tools, unlimited, white-label, Pro Website
  • Feature comparison table showing Starter (current), Pro, Suite bundle plans
  • No option to split the bundle (that's a cancellation + re-purchase flow)

Should NOT See:​

  • Downgrade options
  • Annual billing options
  • Chat-only or voice-only plan comparisons (they're on a bundle)

Playwright Test Hints:​

  • Assert current plan "Starter (Voice + Chat)" with $54.95/mo
  • Assert Pro Both and Suite Both upgrade options present
  • Assert NO annual billing toggle
  • Assert NO option to split to voice-only or chat-only

Founder Decision: [x] Approved​

Touchpoint 54: Analytics (HIDDEN)​

HIDDEN for Starter tier. Same as Starter Chat Touchpoint 54.

Founder Decision: [x] Approved​

H. Lifecycle Events (Touchpoints 55--62)​

Touchpoint 55: Monthly Message Limit (200 messages -- chat only)​

Same as Starter Chat Touchpoint 55. The 200 message limit applies to chat conversations only. Voice calls are not subject to this limit (voice has per-minute costs instead).

  • Warning at ~180 messages (chat)
  • Chatbot returns limit message when reached
  • Voice agent continues working normally even when chat limit is reached

Should NOT See:​

  • Voice agent being affected by chat message limit
  • Chat limit affecting voice calls

Founder Decision: [x] Approved (chat limit only; voice unaffected)​

Touchpoint 56: No Trial Period​

Bundle plans charge immediately. No trial state.

  • Status badge: "Active" from day one
  • No trial countdown

Founder Decision: [x] N/A​

Touchpoint 57: No Trial Expiring Warning​

Not applicable -- no trial.

Founder Decision: [x] N/A​

Touchpoint 58: Subscription Lapsed​

Same pattern as Starter Chat Touchpoint 58 + Starter Voice Touchpoint 58 combined:

  • Chatbot goes offline -- chat page shows "This church's chatbot is currently offline"
  • Voice agent stops answering calls -- callers hear standard carrier message or forwarding reverts
  • Dashboard: Read-only mode. "Expired" status. "Reactivate" CTA.
  • Data preserved indefinitely -- call logs, chat history, training data, care members

Founder Decision: [x] Approved (both services stop; data preserved)​

Touchpoint 59: Payment Failed​

Same as Starter Chat Touchpoint 59.

  • Both chatbot and voice agent stay active during Stripe retry window (~7 days)
  • Amount in email: $54.95
  • "Update Payment Method" CTA

Founder Decision: [x] Approved (both services active during grace period)​

Touchpoint 60: Cancellation​

Should See:​

  • Both services end at the same time (end of billing period)
  • Cannot keep one and cancel the other -- the bundle is a single subscription. To keep only chat or only voice, they must cancel the bundle and purchase a standalone plan.
  • Dashboard shows "Cancelled" badge with end date
  • "Reactivate" CTA
  • After billing period ends: both chatbot offline + voice agent stops + dashboard read-only
  • Phone number retained for 30 days (same as Starter Voice)
  • All data preserved indefinitely

Should NOT See:​

  • Option to split the bundle on cancellation
  • Immediate service shutdown
  • Data deletion

FLAGGED FOR FOUNDER REVIEW:​

When a bundle customer cancels, should we suggest they consider a standalone plan instead? Two options:

  1. Simple: Cancel both, show "Reactivate" only. If they want one channel, they go to pricing page.
  2. Helpful: Cancel both, but on the cancellation confirmation show "Want to keep just your chatbot? Switch to Starter Chat ($14.95/mo)" and "Want to keep just your voice agent? Switch to Starter Voice ($49.95/mo)".

Recommendation: Option 2 is more helpful but adds complexity. Start with Option 1 and add Option 2 later based on cancellation patterns.

Founder Decision: [x] Approved (both services end together; no bundle splitting)​

Touchpoint 61: Upgrade (Starter Both -> Pro Both or Suite Both)​

Same as Starter Chat Touchpoint 61:

  • Immediate feature unlock for both channels
  • No re-setup, no downtime
  • Both agents get new capabilities simultaneously
  • Prorated billing

Founder Decision: [x] Approved​

Touchpoint 62: Downgrade (from Pro/Suite Both -> Starter Both)​

Same pattern as Starter Chat Touchpoint 62:

  • Features HIDDEN, not deleted
  • Both channels revert to Starter capabilities simultaneously
  • All data preserved
  • Downgrade at end of billing period

Founder Decision: [x] Approved​