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Operations Manual, “What If?” Playbook & Backup Guide

Visual failover drawings, “What if this happens?” scenarios, step-by-step tutorials, and 1-click recovery.

1. Visual Call Flow & Automatic Failover Drawing

Every call is protected by automatic backups from carrier to voice synthesis:

STEP 1 · TELEPHONY

Store Phone (*71) → Twilio Trunk

Primary: (757) 574-9619
Failover Pool: (240) 821-5277, (804) 376-1602, (540) 305-8577

STEP 2 · HOURS CHECK

Store Business Hours Only

Open: Answers 3 calls at once.
Closed: Plays recorded store name & hours.

STEP 3 · MENU & CRM

Supabase → Local JSON Backup

Auto-falls back to data/live-supabase-overrides.json if cloud DB drops.

STEP 4 · VOICE FAILOVER

ElevenLabs → Tier-2 TTS

Eve (EN) & Thảo Linh (VI) auto-failover to Tier-2 TTS in <50ms.

2. “What If This Happens?” — Troubleshooting Scenarios

What if we run out of a dish (e.g., #B1 Bún Bò) or a nail tech leaves early?+
What Happens Automatically:Once marked 86, Linh immediately tells callers it is sold out today and suggests a popular alternative.
What You Do:Open /dashboard and click the 86 Sold Out toggle—or call your store phone, enter Owner PIN 8888, and tell Linh to 86 the item.
What if 3 customers call at the exact same time during Friday rush?+
What Happens Automatically:Linh answers all 3 calls simultaneously in English and Vietnamese with zero busy signals.
What You Do:No action needed! All 3 bookings or takeout orders appear in your Dashboard and trigger SMS confirmation links.
What if a customer calls after the store closes?+
What Happens Automatically:Linh works your open store hours only. After closing, callers hear a clean recorded message with your store name and business hours.
What You Do:To change your open/close hours, update your store hours in /dashboard or /onboarding.
What if ElevenLabs voice goes down or runs out of credits?+
What Happens Automatically:The voice API (/api/voice/synthesize) detects the failure in <50ms and automatically switches to Tier-2 Cloud TTS so calls never go silent.
What You Do:Click "Run 1-Click Guardian Auto-Recovery" at the top of this page to verify voice failover health.
What if Supabase cloud database is temporarily offline?+
What Happens Automatically:The store engine automatically serves from your local backup (data/live-supabase-overrides.json) and built-in master catalog.
What You Do:Zero caller impact. All 86 toggles continue saving locally and sync automatically.
What if cloud internet is down and the shop needs phones to ring at the counter?+
What Happens Automatically:Store staff can bypass call forwarding from the physical store phone in 15 seconds.
What You Do:Pick up the store landline and dial *73. Calls will ring directly at the counter. Dial *71 + your Linh number to reconnect.

3. Step-by-Step How-To Tutorials & Backup Manual

TUTORIAL 1

How to Turn Call Forwarding ON (*71) or OFF (*73)

  1. Keep your existing store phone number.
  2. To turn ON conditional call forwarding (busy / no-answer), pick up the store phone and dial *71 followed by your Linh number (e.g. *717575749619 for Chantilly, *712408215277 for Falls Church, *718043761602 for Reston, *715403058577 for Sterling).
  3. To turn OFF forwarding in an emergency so the counter phone rings directly, pick up the store phone and dial *73.
TUTORIAL 2

How to 86 an Item or Update Menu & Salon Prices

  1. Open the Owner Dashboard (/dashboard) or Nail Salon Hub (/salon-manager).
  2. Click the Available / 86 Sold Out toggle next to any dish (#P1–#SM2) or nail service (S1–S8).
  3. Your change is saved immediately to data/live-supabase-overrides.json and applies to the very next call.
TUTORIAL 3

How to Run the Embedded Guardian Agent (Auto-Fix)

  1. Click "Run 1-Click Guardian Auto-Recovery" at the top of this page—or click ⚡ Auto-Fix inside the bottom-right AI Assistant on any page.
  2. The Guardian Agent verifies Standard Config (Store Hours Only, 3 Calls at Once, 7-Day Trial, English & Vietnamese).
  3. It tests Voice & DB failovers and writes a fresh backup to data/standard-config-backup.json.
TUTORIAL 4

How to Back Up & Restore the Entire App (.zip & Master Desktop Vault)

  1. Master Desktop Vault: C:\Users\gotim\Desktop\LINH_AI_MASTER (contains 01_BLUEPRINT, 04_DATABASE, 05_VOICE, 07_DEPLOYMENT, and 10_ARCHIVE).
  2. Full Zip Backup Path: C:\Users\gotim\Desktop\LINH_AI_MASTER\10_ARCHIVE\hellolinh-09-nextjs-and-voice-mvp-2026-11-05.zip (and backups/*.zip).
  3. To restore anytime in PowerShell: Expand-Archive -Path $zipPath -DestinationPath $destDir -Force, then run npm.cmd run dev.

4. WHO · WHAT · WHERE Directory & Host Support

Backups Verified
Embedded Guardian Agent
Enforces standard config, 3 calls at once, store hours, 7-day trial & TTS failover.
/api/engine/autofix · Auto-runs on load
Web Host & Tech Ops
Hosts hellolinh.com, Owner Dashboard, and Telephony Webhooks.
Vercel Status · Ops Hotline: +1 (571) 749-5444
Telephony (Twilio)
Chantilly: (757) 574-9619 · Falls Church: (240) 821-5277 · Reston: (804) 376-1602 · Sterling: (540) 305-8577
Reserved (Do Not Use): +1 (571) 570-1992
Master Vault & Backups
Desktop Master Vault + full zip snapshot + live JSON menu & standard config backups.
C:\Users\gotim\Desktop\LINH_AI_MASTER & backups/*.zip