Workflow 01
AI handles inbound enquiries
WhatsApp
Instagram
Telegram
AI Assistanswer / book / route
AI Customer Operations System
One AI-powered platform for your enquiries, bookings, checkout, and follow-ups — fully managed by us.
Fully managedcustomer operations — we set up, handle, and optimise your system, so you don't have to.
WE BUILD & MAINTAIN IT. AI AUTOMATES IT. YOU RUN THE BUSINESS.
Multi-channel inboxAI + human handoffBooking-ready workflows
Customer Operations / Live Console
Customer answeredmanaged / live
Why daily operations stall
Service operations break down when bookings, customers, checkout, and follow-ups live separately.
Scattered calendars, missing customer history, manual checkout, and inconsistent follow-ups make daily operations harder than they should be.
01
Missed bookings
Enquiries, appointments, and customer requests are easy to lose when channels are disconnected.
02
Scattered customer records
Staff cannot see booking history, receipts, packages, notes, and follow-up status in one place.
03
Manual checkout friction
Final bills, payment methods, receipts, and adjustments are still handled across too many tools.
04
No clear follow-up
Customers who should be contacted again are missed because ownership and timing are unclear.
Product in action
From first message to tracked action
Watch the system handle a real inbound enquiry - no human needed until the booking is confirmed.
01 / 04
PHASE / 01
Message received
Customer asks about Laser Skin treatment via WhatsApp - no team member has seen it yet.
runbook.app - customer-operations - console
LIVEWhatsAppjust now
“Hi, do you offer laser skin treatment? How much does it cost?”
AAisyah Rahman - contact_id 4821
PHASE / 02
AI processes
Knowledge base matched against the question. Intent and action resolved in under half a second.
runbook.app - customer-operations - console
LIVEAI Processinganalyzing - 0.4s
Knowledge Base Matchconf
Laser Skin Rejuvenation - FAQ0.91
intent: pricingintent: bookingaction: offer_slots
PHASE / 03
AI replies & suggests
Answered with price, then offered the next three available slots from the linked calendar.
runbook.app - customer-operations - console
LIVERunbook AIreplied - 1.2s
“Yes! Laser Skin Rejuvenation starts from SGD 380. I can book you in - pick a slot:”
Tue - 10:00 AMWed - 02:00 PMFri - 04:00 PM
PHASE / 04
Booking confirmed
Slot held, confirmation sent, and the appointment assigned - synced to the team calendar.
runbook.app - customer-operations - console
LIVEBooking Confirmedsynced - calendar
Aisyah Rahman
Tue 10:00 AM - Laser Skin RejuvenationACAssigned
Dr. Ariel Chang
Aesthetic PhysicianPHASE / 01
Message received
Customer asks about Laser Skin treatment via WhatsApp - no team member has seen it yet.
runbook.app - customer-operations - console
LIVEWhatsAppjust now
“Hi, do you offer laser skin treatment? How much does it cost?”
AAisyah Rahman - contact_id 4821
PHASE / 02
AI processes
Knowledge base matched against the question. Intent and action resolved in under half a second.
runbook.app - customer-operations - console
LIVEAI Processinganalyzing - 0.4s
Knowledge Base Matchconf
Laser Skin Rejuvenation - FAQ0.91
intent: pricingintent: bookingaction: offer_slots
PHASE / 03
AI replies & suggests
Answered with price, then offered the next three available slots from the linked calendar.
runbook.app - customer-operations - console
LIVERunbook AIreplied - 1.2s
“Yes! Laser Skin Rejuvenation starts from SGD 380. I can book you in - pick a slot:”
Tue - 10:00 AMWed - 02:00 PMFri - 04:00 PM
PHASE / 04
Booking confirmed
Slot held, confirmation sent, and the appointment assigned - synced to the team calendar.
runbook.app - customer-operations - console
LIVEBooking Confirmedsynced - calendar
Aisyah Rahman
Tue 10:00 AM - Laser Skin RejuvenationACAssigned
Dr. Ariel Chang
Aesthetic PhysicianHow it works
One operating layer from booking to checkout to follow-up.
COC connects appointment handling, customer history, catalog items, staff checkout, receipts, follow-up tasks, and reports in one internal console.
STATION / 01
Book
Manage appointments, calendars, staff/resources, and customer requests from one operational flow. AI can assist with routine replies and booking intake where policy allows.
STATION / 02
Serve
Give staff the customer context they need: history, notes, packages, membership, and booked service.
STATION / 03
Close
Adjust the final bill, record payment, issue a receipt, update customer history, and flag follow-up.
What's inside
Built to run daily service operations end-to-end.
FEATURE / 01
Booking / Calendar
Manage appointments, live board status, assigned staff/resources, reschedules, cancellations, and no-shows.
FEATURE / 02
Customers / CRM
View customer history, notes, last visit, next booking, receipts, packages, wallet, membership, and follow-up status.
FEATURE / 03
Catalog
Organize services, products, packages, credit top-ups, prices, member prices, and bookable vs sellable items.
FEATURE / 04
Staff Checkout / POS
Let staff adjust final bill items, record payment methods, generate receipts, and lock completed sales.
FEATURE / 05
Follow-Ups
Flag customers who need manual follow-up based on purchase history, upcoming bookings, unpaid balances, or package expiry.
FEATURE / 06
Reports
Review sales, bookings, payment methods, staff/resource performance, outstanding balances, corrections, and daily activity.
Where it sits
Not just booking. Not just CRM. One operating layer.
Not just a booking tool
Runs the full visit, not only the calendar.
COC connects booking, customer context, checkout, receipt, follow-up, and reporting so the appointment does not become an isolated record.
Beyond CRM
Keeps customer history actionable.
A CRM stores profiles. COC helps staff use customer history during booking, service, checkout, follow-up, and reporting.
AI where it is safe
Assists the workflow without owning the business.
AI can answer routine questions, summarize context, and assist booking intake, while critical actions stay policy-driven, auditable, and staff-controlled.
Where it fits first
Built for businesses that depend on inbound conversations.
For Aesthetic Clinics
Handle enquiries and convert into bookings
For Salons & Beauty
Manage high message volume and bookings
For Fitness Coaches & PT
Qualify leads and convert them into booked sessions
For Studios
Run bookings, memberships, staff checkout, and follow-ups
Pricing
Choose the AI, CRM, and booking operations level that fits your team.
Start with one channel, then scale into managed customer operations with booking support, handoff workflows, audit, and continuous optimisation.
AI Inbox
S$39
/month
billed annually
StarterS$79/month billed monthly
Best for small teams that want one customer channel, basic AI help, and a simple task inbox.
AI
- AI-assisted replies
- Basic knowledge base
CRM
- 1 customer channel
- Basic customer conversation history
- Task inbox
Booking
- Not included
Managed Service
- Guided setup
- Email support
Start with one channel, basic AI assistance, and simple customer task tracking.
Book a DemoMost Popular
AI Operations
S$149
/month
billed annually
ProS$199/month billed monthly
Best for teams that want AI, customer records, and booking enquiries handled in one workflow.
AI
- AI support for eligible enquiries
- Knowledge base setup
- Handoff with AI summary
- Includes 5x AI usage
CRM
- Multi-channel inbox
- Customer conversation history
- Task system
- Human handoff workflow
Booking
- Basic scheduling enquiry handling
- Booking-related customer questions
- Handoff when booking action needs staff review
Managed Service
- Initial workflow and KB setup
- Monthly optimisation check-in
- Priority support
Manage customer enquiries, CRM context, and booking questions without losing handoff control.
Book a DemoFull Operations System
AI Operations System
S$229
/month
billed annually
AdvancedS$299/month billed monthly
Best for service businesses that want AI, CRM, booking control, audit, and continuous optimisation managed together.
AI
- AI support for eligible enquiries
- AI decision controls: policies, thresholds, safe fallback
- AI audit trail
- Learning loop from real conversations
- Includes 20x AI usage
CRM
- Multi-channel customer operations
- Customer context across conversations
- Task system
- Handoff with AI summary
- Continuous knowledge base optimisation
Booking
- Advanced scheduling support
- Reschedule, edit, and cancel where configured
- Booking workflow optimisation
- Safe fallback when booking details are unclear
Managed Service
- Done-for-you setup
- Continuous optimisation of workflows and AI
- Knowledge base maintenance
- Dedicated support
Run AI, CRM, and booking workflows with managed setup, policy control, and audit visibility.
Book a DemoAI Usage
AI usage is included according to plan allowance. Additional usage, channel provider fees, and third-party platform fees may be billed separately.
FAQ
Common questions, plainly answered.
What channels does Runbook support?
Runbook is designed to unify customer conversations across WhatsApp, Instagram, and Telegram in one operational workflow.
Is this only for aesthetic clinics?
No. The platform is built for any business that depends on high inbound customer enquiries.
Does AI replace my staff?
No. Runbook is designed to handle routine questions automatically and hand more sensitive or complex conversations to your team when needed.
Does onboarding cost extra?
At launch, guided onboarding is included at no extra cost within a defined setup scope.
Do I need to understand AI or technical setup?
No. The platform is designed to feel operational, not technical. We guide setup and help configure your starting workflow.
Ready to see how Runbook would work for your business?
We'll walk you through the workflow, show how enquiries move from message to action, and help you evaluate the best starting setup.