Runbook Index
The map for "where is the runbook for X?"
Every live Connie runbook is listed below. Runbooks themselves live inside their channel or feature page in the docs tree — this index is the one-click lookup that gets you there.
Who this is for
- End-users (nonprofit staff) — you don't need this page. Go to Channels or the Feature Library.
- Operators (humans or AI agents) deploying, changing, cancelling, or fixing a Connie feature on a live account — start here. Find the row, jump to the runbook.
- Authors writing a new runbook — log it here. See Authoring rules at the bottom.
Voice
Voice Direct — routing configs
| Config | Product page | 🛠️ Setup | ✏️ Change | 🗑️ Cancel | 🚨 Troubleshoot |
|---|---|---|---|---|---|
| Wait Experience + Admin Email | Overview | Setup | Change | Cancel | Troubleshoot |
| Voice Direct → Queue (OOTB default) | In channel page | — (no config required) | — | — | — |
| Voicemail-only | 📝 TBD | — | — | — | — |
| Callback-only | 📝 TBD | — | — | — | — |
| Voicemail OR Callback | 📝 TBD | — | — | — | — |
Voice — add-ons
| Add-on | Product page | 🛠️ Setup | ✏️ Change | 🗑️ Cancel | 🚨 Troubleshoot |
|---|---|---|---|---|---|
| Admin Email | (paired with Wait Experience above) | — | — | — | — |
| CRM Screen-Pop | 📝 TBD | — | — | — | — |
| Intelligent Routing (IVR) | 📝 TBD | — | — | — | — |
| Custom Hold Music | 📝 TBD | — | — | — | — |
| Custom IVR Voice (TTS) | 📝 TBD | — | — | — | — |
Other channels
| Channel | Product page | Runbooks |
|---|---|---|
| SMS | Overview | 📝 TBD |
| Overview | 📝 TBD | |
| Fax | Overview | 📝 TBD |
| Web Chat | Overview | 📝 TBD |
| Social Media | Overview | 📝 TBD |
Symptom-driven quick reference
For common breakage patterns that don't yet have a dedicated runbook (e.g., "calls not reaching Flex," "voicemail emails not arriving"), start at Common Issues.
Standards & Templates
| Resource | Where it lives | What it is |
|---|---|---|
| Runbook Authoring Standard v1.0 | vault.chrisberno.dev/techops/standards/runbook-authoring | Enterprise standard (CDO-owned). Defines the 5-file anatomy and the mandatory 7-section action-runbook template that applies to every project, every docs platform. |
| Action Runbook Template (canonical) | chrisberno-dev-vault/techops/templates/runbook-action-template.md | Copy-and-fill template implementing the standard. Use this as the starting file for any new Setup/Change/Cancel/Troubleshoot runbook. |
| Connie / Docusaurus authoring guide | Authoring & Publishing Runbooks | This-platform-specific implementation of the enterprise standard. Adds Docusaurus gotchas, the docs.connie publishing pipeline, and the cross-link rules. |
| Connie reference implementation | Wait Experience + Admin Email Setup | The canonical Connie example of the 7-section template applied to a real shipped feature. Pattern-match against this when authoring new Connie runbooks. |
When the enterprise standard updates, the Connie authoring guide and any retroactive runbook upgrades roll forward from there. Project-level deviations from the 7-section template are not allowed without CDO escalation.
Authoring rules
Full guide: Authoring & Publishing Runbooks — file structure, frontmatter, cross-link rules, build/deploy pipeline, gotchas.
Quick rules:
- Place the file inside the feature's docs tree. Example:
docs/getting-started/channels/voice/voice-features/<feature>/<runbook>.md. Don't put runbooks in thistroubleshooting/directory — that's for symptom-driven references and this index. - Add a row to this index in the matching channel/feature section above.
- Use absolute Docusaurus paths in the table:
/getting-started/channels/voice/voice-features/.../setup— never relative (../setup). Also strip numeric prefixes (/setupnot/02_setup). - Use the four standard runbook types: 🛠️ Setup, ✏️ Change, 🗑️ Cancel, 🚨 Troubleshoot. If a feature only has some of the four, leave the missing ones as
—. - Mirror the inline runbook table on the channel/feature hub page (e.g.,
/getting-started/channels/voicehas its own runbook table near the top — keep it in sync with this index).
This index is the canonical map. The inline tables on channel pages are convenience entry points. Both should stay in sync.