# Specsavers Newark — Implementation Guide

> **Internal · Sam-facing · Step-by-step go-live**
> Last updated: 27 April 2026

This is the playbook for taking Specsavers Newark from Trial Agreement signature to fully live AI Receptionist. Follow in order.

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## Pre-Signature Checklist (do BEFORE the meeting)

- [ ] All client-facing docs printed: `01-AUDIT-QUESTIONNAIRE.docx`, `02-TRIAL-AGREEMENT.docx`, `03-PRICING-PROPOSAL.docx`, `04-STORE-CONSENT-LETTER.docx`
- [ ] `SPECSAVERS-PNL-MODEL.xlsx` open on laptop, ready to fill audit numbers live
- [ ] `SPECSAVERS-PRODUCTION-PLAN.docx` available as deeper reference if needed
- [ ] Dashboard branded ("Your AI × Specsavers Newark", green colour palette, S logo)
- [ ] Test call to manager's mobile pre-loaded — Amy ready to demo live booking
- [ ] Twilio account funded for trial minutes (~£300 buffer)
- [ ] **n8n upgraded to paid plan** (see `06-N8N-UPGRADE-NOTES.md`) — DO THIS FIRST, free trial expiring

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## Day 0 — Trial Agreement Signed

### Within 24 hours

**Twilio setup**
- [ ] Buy UK Twilio inbound number (~£1/mo) via Twilio console
- [ ] Assign new number to inbound Retell agent: `agent_2a962480f08a62f8b871f870a3`
- [ ] Update inbound LLM prompt: replace any US +1 references with new UK number
- [ ] Update voicemail message in Retell agent to reference new UK number
- [ ] Twilio Verified Caller ID: send verification code to store mobile, get code from manager, verify
- [ ] Configure outbound Retell agent (`agent_ea65050a761ee3e117e91fbeb9`) to use verified caller ID

**Long-lead applications (kick off, run parallel — 2-4 weeks)**
- [ ] Apply for Twilio Alpha Sender ID ("Specsavers Newark") — submit business docs
- [ ] Apply for Twilio SIP Trunk to take over 01636 611599 — submit Letter of Agency

### Master Google Sheet setup
- [ ] Create new sheet: **"Specsavers Newark — Master List"**
- [ ] **Tab 1: Outbound Call List** — columns: First Name, Last Name, Mobile, Path (`confirmation` / `recall` / `no-show` / `cancel-rebook` / `collection`), Appointment Date, Appointment Time, Missed Date, Status, Outcome, Notes
- [ ] **Tab 2: Bookings Log** — auto-populated from Retell post-call webhook
- [ ] **Tab 3: Call Log** — auto-populated (every call: time, direction, duration, outcome, transcript link, recording link)
- [ ] **Tab 4: Dashboard Data** — hidden, aggregated for Looker Studio
- [ ] Share Tab 1 with manager@specsavers-newark.co.uk (read-only on auto-populated tabs, edit on Tab 1)
- [ ] Wire n8n polling: every 15 min, read new rows from Tab 1, push to Retell outbound

### Looker Studio dashboard
- [ ] Connect Looker Studio to Google Sheet (Tab 4)
- [ ] **KPI tiles:** Calls today, Bookings, Revenue captured (calls × avg appt value), Calls in queue
- [ ] **Charts:** 7-day call volume, hourly heatmap, appointment-type breakdown, outbound recall conversion
- [ ] **Calculated rows:** Estimated time saved (hrs), Estimated revenue uplift (£)
- [ ] White-label: "Your AI × Specsavers Newark" header, Specsavers green (#008f3d), Specsavers logo
- [ ] Auto-refresh: 15 min
- [ ] Generate read-only share link → email to manager

### Test calls (DO BEFORE patient calls)
- [ ] **Inbound test:** Sam calls new UK Twilio number from mobile. Agent answers. Books fake appointment. Confirmation email arrives at sam@yourai.ltd.
- [ ] **Outbound test:** Manually trigger n8n with fake row. Agent calls Sam's mobile. Hangs up cleanly.
- [ ] **Sheet write-back test:** Outcome populates in Bookings Log within 30s.
- [ ] **Dashboard test:** Looker Studio refreshes with test data within 15 min.
- [ ] **SMS test:** No-answer outbound triggers SMS from configured number.

### cal.com configuration
- [ ] Update event location for all 7 appointment types: **change from "Cal Video" to "In Person — Specsavers Newark, 25 Middle Gate, NG24 1AL"**
- [ ] Confirm event types active:
  - `standard_eye_test` (5409638)
  - `enhanced_eye_test` (5409639)
  - `contact_lens_checkup` (5409640)
  - `contact_lens_fitting` (5409641)
  - `eye_health_exam` (5409642)
  - `hearing_test` (5409643)
  - `ear_wax_removal` (5409644)
- [ ] Email template branding: Specsavers green, store address in directions, parking notes

### Two missing outbound paths (~30 min each — do before Day 1)
- [ ] **Path D — Collection Notifications:** "Hi [name], your glasses/lenses are ready for collection at Specsavers Newark. Opening hours Mon-Fri 8:30-5:30, Sat 9-4. Any questions, call us on 01636 611599."
- [ ] **Path F — Cancel/Rebook on clinician absence:** "Hi [name], unfortunately your optometrist is unwell today. We need to rearrange your [date] appointment. Can I find you another slot now?"
- [ ] Tweak Path C wording from generic warm-lead to recall-specific: "Your last eye test was [date] — you're now due."

---

## Day 1 — Patient Go-Live

- [ ] Send manager Tab 1 column-by-column guide
- [ ] Manager uploads first batch of patients to call (recall list or no-show list — start with low-risk: existing patients with valid mobiles)
- [ ] Enable n8n outbound polling
- [ ] **Monitor first 10 calls live** — adjust Amy's behaviour if needed (early hangs-ups, mishears names, weird pacing)
- [ ] Send first day-end summary to manager: calls handled, bookings made, issues flagged

---

## Day 1-14 — Trial Monitoring

### Daily (10 min)
- [ ] Check dashboard for anomalies (failed calls, low conversion, agent loops)
- [ ] Spot-check 3-5 transcripts for quality
- [ ] Check status pages: Twilio, Retell, n8n, cal.com, Google

### Day 7 — Mid-trial review
- [ ] Pull metrics: total calls, bookings, conversion %, hours saved, revenue uplift estimate
- [ ] **30-min Zoom with manager** — walk through dashboard, gather feedback
- [ ] Adjust Amy's behaviour based on feedback (more patient on holds, different greeting, etc.)

### Day 14 — Decision point
- [ ] Final metrics report to manager
- [ ] **60-min Zoom** — walk through Year-1 vs current cost saving (use Excel model)
- [ ] Hand over: continuation agreement OR exit plan

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## Continuation (Signed)

- [ ] Switch to monthly Tier 2 invoicing (£2,999/mo via Stripe Subscription)
- [ ] Setup fee invoice (£1,500) issued
- [ ] Twilio Alpha Sender ID — chase if not yet approved
- [ ] Twilio SIP Trunk — chase, plan switch-over to 01636 611599 number
- [ ] Schedule weekly performance review calls (every Monday 4pm)
- [ ] Add Specsavers Newark as a row in YourAI master client tracker (in `Dashboards/portal.html`)

---

## Exit (Not Signed)

- [ ] Within 24h of trial end: forward UK Twilio inbound number → 01636 611599
- [ ] Pause all n8n outbound workflows (do not delete — re-engagement possible)
- [ ] Switch dashboard to read-only mode (revoke write access, keep view access for 30 days)
- [ ] Send goodbye email with read-only dashboard link, summary of what was built, "door open if you change your mind"
- [ ] Park Retell agents (don't delete — could re-engage)

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## Reference IDs (do not change)

| Asset | ID / URL |
|---|---|
| Retell Inbound Agent | `agent_2a962480f08a62f8b871f870a3` |
| Retell Outbound Agent | `agent_ea65050a761ee3e117e91fbeb9` |
| Retell Outbound LLM | `llm_c770d238fdcc98fe6f197383f5d5` |
| Retell Inbound LLM | `llm_3b1b4fe91ec850be16123b075824` |
| n8n Booking Webhook | https://yourailtd.app.n8n.cloud/webhook/retell-specsavers |
| n8n Post-Call Webhook | https://yourailtd.app.n8n.cloud/webhook/retell-post-call |
| n8n Inbound Webhook | https://yourailtd.app.n8n.cloud/webhook/retell-specsavers-inbound |
| n8n Inbound Workflow ID | `8ZFDp01sl6A0vtHe` |
| Outbound (test) phone | +1 814 328 4807 (Retell US — temporary) |
| SMS from | +44 7586 647670 |

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## Key Contacts

- **Store manager:** [TO INSERT]
- **Decision maker (signs Trial Agreement):** [TO INSERT]
- **Pritesh (YourAI co-founder):** [TO INSERT]
- **Sam:** sam@yourai.ltd

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## Known Risks & Mitigations

| Risk | Likelihood | Mitigation |
|---|---|---|
| Twilio Alpha Sender rejected (brand not registered) | Medium | Use "Specsavers Newark:" prefix from regular UK number for trial; reapply with stronger docs |
| Patient list contains numbers Specsavers doesn't have consent to call | High | Manager must confirm consent before upload; YourAI default to "no consent = don't call" |
| Amy mishears names during outbound (rare UK names) | Low | STT keyword boost already configured; will tune in Day 1 monitoring |
| Cal.com event type changed by accident | Low | All event type IDs locked in n8n; redirects to error if missing |
| n8n free trial expires mid-trial | High | **Upgrade to Pro plan immediately — see `06-N8N-UPGRADE-NOTES.md`** |