Knowledge > Runbooks > Customer Operations

Customer Operations Runbooks

Procedures for the full church customer lifecycle: onboarding after checkout, subscription management, support escalation, data corrections, and directory operations.

Runbooks

Runbook	Description
onboard-new-church.md	Verify and complete onboarding after a church completes checkout
cancel-subscription.md	Handle subscription cancellation (automated or manual)
refund.md	Process a refund for a church customer
church-support-escalation.md	Triage and respond to inbound support requests
claim-dispute.md	Handle a disputed PewSearch church listing claim
update-church-info.md	Update church data in the churches table
add-voice-number.md	Provision a Twilio number for a church's voice agent
remove-church.md	Hide a church listing from the PewSearch directory
merge-duplicates.md	Merge two duplicate church records
premium-page-setup.md	Manually set up a PewSearch Premium Page

Key Tables for Customer Ops

Table	Purpose
churches	261K rows (218K directory_visible=true). Main church data.
premium_churches	Paid subscriptions. Fields: church_id, plan, tier, stripe_subscription_id
church_admin_sessions	Auth sessions for CWA + PewSearch admins
church_voice_agents	Voice agent config (phone, prompts, Cal.com creds)
organization_settings	Chatbot config per church

Customer State

As of April 2026: 3 Stripe subscriptions (1 customer + 2 founder tests). 13 premium_churches rows total. The churchwiseai-demo church (UUID 00000000-0000-4000-a000-000000000001) is the safe test record.

Safety Rules

• Never delete church rows — set directory_visible=false instead.
• Never bulk-update churches without founder approval.
• Never write test/junk data to Supabase (it's production).
• Stripe refunds: confirm the correct payment intent before running. Check policy in knowledge/data/policies.yaml.
• Voice number provisioning: no voice agent redeploy needed — routing picks up new churches at call time.