How Mo, Vlad, Gabriel, Hisham, and Ori work together on Sooner customer support.
Webhook routes each customer message to one operator. Operator opens Claude in their local clone of the playbook. Claude reads the rules, drafts a reply, operator approves, message sends.
CS lead. Sole writer of the playbook (main). Reviews suggestions daily. Handles complex customers.
Operator + CRM owner. Handles assigned chats from his Mac. Suggests rule changes via issues.
Operator + underwriting. Owns mid-deal customers. Reviews approvals.
Operator joining soon. Will pick up assigned chats + handle customer calls.
One session per operator. Drafts, sends, updates CRM. Never auto-sends — always needs approval.
cd ~/sooner-cs-playbook git pull origin main claude # SessionStart hook auto-runs /start-shift # Claude posts: today's calendar, live queue, in-flight items, recommended first action
After that: pick a lead, ask Claude to draft a reply, approve / refine, Claude sends via Rasayel + updates CRM. Rescan, repeat, close out.
| Path | What it is |
|---|---|
CLAUDE.md | Claude's contract — read on every session start |
docs/rules.md | ~30 standing rules: tone, format, AECB impact, etc. |
docs/09-pricing-narrative.md | How to talk pricing |
docs/10-property-narrative.md | How to talk property / buyer-agent |
docs/11-early-termination.md | Forward Ijara foreclosure schedule |
SESSION_HANDOFF.md | Where we left off — auto-refreshed by /refresh-handoff |
.claude/commands/ | Slash commands (start-shift / refresh-handoff / end-shift) |
.claude/hooks/ | SessionStart auto-boot + turn counter |
git pull next morningBranch protection + CODEOWNERS enforce Mo's review on everything in docs/ and src/utils/. No one can bypass. See open issues →
/start-shiftAuto-fires on session boot. Pulls latest rules, reads handoff, runs rescan, posts a briefing in 30 seconds.
/refresh-handoffCaptures state to SESSION_HANDOFF.md, commits + pushes. Auto-reminded at turns 25, 50, 75, 100.
/end-shiftClean close-out. Refreshes handoff, summarizes today's outcomes, tells you it's safe to close the terminal.
At ~80% context: /end-shift → close terminal → open new one → claude auto-boots /start-shift. 30-second recovery.
The driver. Each operator runs their own session locally.
For opening rule-suggestion issues. gh issue create.
WhatsApp Business API. Claude reads + writes via the API.
Vlad's ops dashboard. Buyer state + labels.
Gmail + Calendar. Email follow-ups + calendar invites.
#sooner-ai-support. Assignment notifications + alerts.
Round-robin routing of Rasayel conversations to a specific operator. Eliminates double-replies. Repo →
New business number under Sooner Real Estate L.L.C. Goes into Rasayel. Current number's deliverability is throttled.
After these two, the system is at v1.
git clone https://github.com/rematched/sooner-cs-playbook.git cd sooner-cs-playbook cp .env.example .env # paste secrets from Mo gog auth add yourname@joinsooner.com --services gmail,calendar claude # the SessionStart hook does the rest