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Cancel Runbook — Disable Canned Responses on an account

Estimated time: 10 minutes.

Scope: Disabling the Canned Responses dropdown on a client's account. The feature has no destructive teardown — the serverless asset can stay in place even when the feature is disabled (it's just unused). The disable is a single flex-config flag flip.

1. Role / Authority​

Run as CTO-Connie. Live config change on a customer account.

2. Required Parameters​

ParameterWhy you need itExample
Connie client account nameSelects the flex-config filelifeline, NSS
Reason for disableAudit trail"Client migrating to AI-suggested replies instead of static library"
Disable strategySoft (flag off, asset retained) vs Hard (flag off + asset removed)"Soft" — recommended default

Default to Soft. The serverless asset is small (~10KB) and retaining it costs nothing. Removing it forecloses easy re-enable later.

3. Read First​

  1. ~/projects/connie/rtc/basecamp-v26.02/CLAUDE.md — Flex Configuration Safety Protocol.
  2. Canned Responses — Overview — confirm you understand which feature you're disabling. Don't confuse Canned Responses with Dispositions, Worker Canvas Tabs, or Quick Replies (different features with overlapping vocabulary).

4. Safety Rails for This Change​

  • No direct POST /v1/Configuration writes. Use the flex-config deploy pipeline (basecamp CLAUDE.md G-rule).
  • Confirm the CLI profile before any deploy.
  • CEO approval before deploy, even on a "soft" disable.

5. Procedure​

5.1 Flip the flag in flex-config​

Edit ~/projects/connie/rtc/basecamp-v26.02/flex-config/ui_attributes.<account>.json:

"canned_responses": {
    "enabled": false
}

5.2 Deploy flex-config​

Use the standard flex-config deploy pipeline for the target account. Do not POST directly to /v1/Configuration.

5.3 Verify the dropdown is gone​

CEO logs in to <account>.connie.team, accepts a chat task — confirm the dropdown/CRM panel for canned responses no longer renders.

Hard disable (only if explicitly requested)​

In addition to the soft-disable steps above:

twilio profiles:use <account>
cd ~/projects/connie/rtc/basecamp-v26.02/serverless-functions
# Remove the canned-responses serverless function + asset
# CAUTION: this requires editing serverless-functions/package.json + redeploying

Hard disable is rarely needed. If the CEO asks for it, double-check the reason; usually they actually want soft disable. The asset itself is inert when the flex-config flag is off.

6. Definition of Done​

  • canned_responses.enabled: false deployed to the account's flex-config.
  • CEO confirms agent UI no longer shows the dropdown / CRM panel.
  • (Hard disable only) curl https://${SERVICE_DOMAIN}/features/canned-responses/responses.json returns 404.

7. If Your Variant Differs​

If the disable is part of a larger feature swap (e.g., replacing static canned responses with AI-suggested replies), the steps above are still valid but additional setup for the replacement feature is out of scope here.