Administration

This is the operator handbook. It assumes you’re administering one or more orgs — onboarding a new customer, fixing a misconfiguration, or training another operator. Customer-facing self-help lives elsewhere; here we document the conventions and edge cases an operator needs to do the job end to end.

Most of this content was previously tacit knowledge held across a few people. The point of writing it down is so that the next person can get to “I can onboard a new org alone” without sitting through a two-hour screen share.

Where to start

First-time onboarding Org creation, Standorte, Lead Pools, Calendars, and the conventions that keep multi-location setups sane.

The mental model for scheduling Resources are planned, appointment types are searched. Read this before touching the calendar settings.

Häufige Stolpersteine The shortlist of things that have bitten every operator at least once. Skim this before you build.

Automations primer Triggers, actions, branches, snapshot semantics, and the variable picker — everything you need to read a flow.

Reading order

If you’re new, work through the sections in this order:

1. Getting started — the foundational nouns: org, Standort, Lead Pool, Calendar.
2. Schema & fields — what data shape a pool actually has, and how to seed it.
3. Scheduling — the densest topic. Start with the mental-model article and walk from there.
4. Automations — once a pool can receive leads and a calendar can hold bookings, you wire the in-between.
5. Email setup — DNS, SendGrid, and the no-reply-sender rule.
6. Forms — usually the last thing you set up; mostly a few gotchas.

After that, Operations and Gotchas are reference material. Operator-only workarounds, infrastructure details, and roadmap notes live in the separate Internal topic in the topnav (gated; ask Maxim for access).

Conventions used throughout

• Pool-per-location. One Lead Pool per Standort, named after the location. Cross-pool customers are rare and not worth the complication.
• Same name + same color across pools and calendars for a given location. Visual consistency saves more time than it costs.
• Phone numbers stored with country code, no spaces (e.g. +4915112345678). This is required for the tel: links in email templates to render correctly.
• Websites stored with https:// prefix. No auto-validation today, so a missing scheme silently breaks downstream links.
• Use Connect API / Ingress conventions for any custom integration — see the Connect API and Ingress reference for the developer side of the platform.

If you find a convention that isn’t documented here but should be, write it down — the doc rots if it isn’t kept up.