Internal Staff Guide

This guide is for Dynaris internal staff supporting customers, troubleshooting, and managing launches. Dynaris exists so customers never miss an inquiry, never drop a follow-up, and never lose a lead. When something breaks, that promise is at risk. Prioritize accordingly.

Roles and Responsibilities

Key Systems and URLs

Integration Architecture (Reference)

• Composio -- OAuth and API connections for Gmail, Slack, HubSpot, Google Calendar, WhatsApp, and 200+ tools
• Twilio -- Dedicated Dynaris API routes for voice (account, connect, disconnect, assign/unassign)
• WhatsApp -- Meta Business API via Composio; composio.whatsapp_connections table
• Gateway -- /api/integrations/toolkits, /api/process-events, etc.

Onboarding Checklist (Staff)

When onboarding a new customer:

1. Account

   • Confirm sign-up and email verification
   • Note plan/credits

2. Channels

   • Gmail / Outlook: OAuth via Composio
   • Slack: OAuth via Composio
   • Twilio: Connect via Dynaris Voice page; assign number
   • WhatsApp: Meta Business API; templates must be approved first

3. Knowledge Base

   • Ensure at least one document or FAQ is uploaded
   • Verify content matches their use case (sales, support, etc.)

4. Calendar

   • Google Calendar or Outlook calendar connected
   • Test availability lookup

5. CRM (if applicable)

   • HubSpot or Salesforce connected
   • Verify contact sync

6. Launch verification

   • Run through Launch Guide Post-Launch Verification
   • Document any custom config

Troubleshooting Reference

Critical: Inquiries Not Being Responded To

When a customer reports that leads are not getting replies, follow-ups are not sending, or calls are not being answered, treat this as high priority. The core value proposition is continuous response.

• Email not replying: Check Gmail/Outlook connection; verify triggers; confirm Auto Mode is on if they expect automatic replies
• Follow-ups not sending: Check workflow/schedule; verify contact has correct status; confirm sequence is active
• Calls not answered: Twilio webhook, number assignment, voice agent config
• Chat/WhatsApp not engaging: WhatsApp connection; template approval; 24-hour window status

OAuth / Connectors

• Connection fails: Check auth.dynaris.ai logs; verify redirect URIs
• Token expired: Customer must reconnect via Connectors (Reconnect)
• Missing permissions: Some apps require additional OAuth scopes; check Composio config

Twilio / Voice

• No answer: Verify webhook URL in Twilio points to Dynaris; check number assignment
• Wrong agent: Confirm Voice Agent is assigned to the number in Dynaris
• Audio issues: Check Twilio region, codec; review voice agent prompt for clarity

WhatsApp

• Template required: First message to a user must use approved template
• 24-hour window: Free-form messages only within 24 hours of user reply
• Meta rejection: Template may violate policy; refer to Meta guidelines

Events Not Processing

• Auto Mode off: Events queue until manually processed
• Integration disconnected: Check Connectors status
• Trigger not configured: Some events require explicit trigger setup
• Gateway/process-events: Check backend logs for failed event processing

CRM Sync

• Contact not syncing: Verify CRM connection; check contact matching (email/phone)
• Duplicate contacts: Review merge rules; ensure consistent identifiers

Escalation Paths

Documentation Updates

When adding or changing integrations:

1. Update the relevant integration page (e.g., /docs/integrations/whatsapp)
2. Update Integrations Overview if adding a new integration
3. Update System Architecture if flow changes
4. Update Launch Guide if launch steps change

Customer-Facing vs Internal

Quick Links

• Launch Guide
• System Architecture
• Why Dynaris
• Connecting Tools
• Twilio
• WhatsApp