CDP Association Completeness: Call Logs

HEADER BLOCK

Field	Value
PM	Zhelia Alifa
PRD Version	2.3
Status	DRAFT
PRD Type	NEW
Squad	CDP Squad
Epic	TBD
RFC Link	TBD
Figma Master	Pending — direct-call flow to be designed; existing frames referenced inline
Labels	`epic:qontak-cdp` \| `module:customers` \| `feature:association-completeness-call-logs`
Last Updated	2026-07-27

Initiative renamed to CDP Association Completeness: Call Logs (2026-07-25) — framing the work as completing CDP's cross-module association coverage with WhatsApp call logs (plus in-context calling). Reformatted to the write-prd template. Scope: call-log history + Voice activity logs + direct outbound call from the Customer Detail page (web) via the WA Call widget; mobile is logs-only. Removed from prior scope: Stored Outbound Call Permission per phone and Outbound Call Permission activity logs.

1. One-liner + Problem
2. What Happens If We Don't Build This
3. Strategic Context
4. Target Users + Persona Context
5. Non-Goals
6. Constraints
7. New Features
8. API & Behavior
9. System Flow + User Stories + ACs
10. Rollout
11. Observability
12. Success Metrics
13. Launch Plan & Stage Gates
14. Dependencies
15. Key Decisions + Alternatives Rejected
16. Open Questions
PRD CHANGELOG

1. One-liner + Problem

One-liner: Show WhatsApp-Call history & activity on the CDP Customer Detail page and let agents place an outbound WA call to a customer directly from there via the WA Call widget.

Problem: WhatsApp Call is live for Qontak One clients (~8K inbound calls/month; 218 CIDs have made calls as of Feb 2026), but call activity lives only in the WA Call service — it is not reflected in CDP, so an agent on a customer's profile has no view of past call attempts or outcomes. Worse, to place a call the agent must leave the Customer Detail page and switch to the WA Call service/inbox to dial — breaking the "one customer, one screen" workflow and slowing sales reactivation and support resolution. Customer history in CDP is therefore incomplete, and outbound calling is disconnected from the profile where the agent is already working.

2. What Happens If We Don't Build This

Theme: unified customer view + in-context action.

Fragmented history — ongoing. CDP never reflects WA call attempts/outcomes, so Customer 360 stays incomplete and the Qontak One migration lacks communication completeness.
Context-switching on every call. Agents leave the profile to dial in the WA Call service — slower reactivation/support, more tab-switching per interaction.
No call context before contact. Agents can't see whether a customer previously answered/missed calls, so they call blind.
WA-Call adoption isn't leveraged. The service is used at scale but its value isn't surfaced in the CDP profile where sales/support actually work.

3. Strategic Context (Optional — not scored)

Module Positioning

Strengthens CDP as the central customer-activity brain and complements the Voice/WA Call service — CDP becomes the single place to see call history and act (place a call) without leaving the profile.

Pricing & Package Implications

Available to Qontak One clients with the WA Call service provisioned. Package/tier gating to be confirmed with Billing (Open Question).

4. Target Users + Persona Context

Persona	Role	Goal	Pain	Workaround
Primary — Sales Rep	Outbound sales (reactivation, promo)	See a customer's call history and call them without leaving the profile	No call history in CDP; must switch to WA Call service to dial	Opens the WA Call service/inbox separately, finds the number, dials manually
Secondary — Support Agent	Handles inbound issues	Know past call attempts/outcomes before responding; call back in-context	Call context invisible on the profile	Asks the customer or checks the WA Call service separately

5. Non-Goals

Stored Outbound Call Permission per customer phone is out of scope this revision — CDP does not store the WA-Call outbound permission/consent flag (removed from prior scope; may be a future slice).
Outbound Call Permission activity logs are out of scope — no consent-change activity-log entries this revision.
Direct outbound calling on the CRM mobile app is out of scope — the mobile app shows call logs + activity logs only; the direct-call button is not shown on mobile this phase.
No changes to the WA Call service itself — the dialer/telephony and the call widget/SDK are owned by the WA Call (Voice) squad; CDP embeds/launches them.
No in-CDP call recording player — recordings are opened via a redirect URL only (answered calls).
No email or non-WA voice channel — WhatsApp Call only.

6. Constraints

Constraint	Value
Platform	Website (CDP Customer Detail): call history + activity logs + direct outbound call. CRM Mobile app: call history + activity logs only (no direct call).
Feature flag	`cdp_wa_call_direct_call` — default OFF; flipped per rollout stage (§10). Call-history/activity display gated by `cdp_wa_call_history` (default OFF).
Plan / tier	Qontak One clients with the WA Call service provisioned; final tier gating TBD with Billing (§16).
Performance	Call-history load p95 ≤ 2s; direct-call widget launch ≤ 2s after click.
Read/write	Display gated by existing customer-view permission (`customers_customers_view` ≥ OWNED ONLY). Placing a call requires the WA-Call agent capability (§9 WAC-S05).
Dependency gate	Direct call only available when the WA Call widget/SDK is embeddable on web and the CID has WA Call enabled (§14).

7. New Features

Customer Detail page gains WA-Call visibility and (web-only) an in-context call action.

Route: existing Customer Detail (/customers/{customer_id}) — no new page. Adds a call-history/association view + activity-log entries + a Call action (web).

Element	Website	CRM Mobile
Call history / association (direction, status, agent, recording URL, duration, dial time)	✓	✓
Call activity logs (Voice category in the activity timeline)	✓	✓
Direct Call action → launches WA Call widget for the customer's number	✓ (new — primary scope)	✗ (Non-Goal #3)

Component tree (new/changed in bold):

CustomerDetailPage (existing)
├── CallHistoryPanel (new) — list of WA call logs per customer
│   └── CallLogRow (new) — direction · status · agent · duration · dial time · recording link
├── DirectCallButton (new, web only) — visible when WA Call enabled + user permitted
│   └── WaCallWidget (embedded from WA Call service) — placed-call UI
└── ActivityLog (existing)
    └── VoiceActivityEntry (new) — incoming/outgoing × answered/unanswered

UI states — Call history: Loading / Empty (no calls) / Error (load fails, retry) / Success. Direct call: Idle → Launching widget → Widget active → Error (widget/SDK fails or WA Call unavailable).

📊 UI State Diagram — Direct Call

stateDiagram-v2
    [*] --> Idle
    Idle --> Launching: click Call
    Launching --> WidgetActive: WA Call widget ready
    Launching --> Error: widget/SDK fails or WA Call unavailable
    Error --> Idle: dismiss / retry
    WidgetActive --> Idle: call ended / widget closed

Figma: Pending — the direct-call button + widget-embed frames need design; call-history/activity frames referenced from the existing WA-Call design.

8. API & Behavior

Behavioral contract in plain language; method/path/schema resolved during RFC.

#	Behavior	Triggered by	Expected behavior	Failure behavior
1	Get call history for a customer	Customer Detail loads (web + mobile)	Returns WA call logs by `qontak_customer_id` / phone: direction, status, assigned agent (if any), recording URL (answered only), duration (answered only), dial time. Source: WA Call service.	Empty state if none; error state + retry on non-2xx / timeout.
2	Initiate outbound call (web only)	User clicks Call on the Customer Detail page	Launches the WA Call widget for the selected customer number; the WA Call service places the call and drives call UI.	If WA Call unavailable / widget fails to load / number invalid → inline error, no call placed; `call_widget_error` fires.
3	Ingest WA call events → activity logs	WA Call service emits a call event	CDP writes a Voice activity-log entry (direction incoming/outgoing × status answered/unanswered, type "WhatsApp Call") to the customer timeline.	Malformed/unmatched event → logged + skipped; no partial entry.

RFC to resolve: call-history endpoint owner + contract (extend contact-service vs. proxy WA Call service); the widget embed mechanism (SDK vs iframe vs deep-link) + auth handoff; recording-URL access control.

⚠️ Code grounding (contact-service @ master, 2026-07-25): The Voice activity-log write (#3 / WAC-S02) is net-new — there is no call/voice code in contact-service today, and the activity-log title generator generateTitle (activity_log_serializer.go:291-318) has no voice:* mapping (it returns an empty string for any unknown category:action). Without a BE change, call activity entries would render with blank titles. BE must (a) add a Voice category + the 4 call-action title strings (mirroring the existing campaign:* entries), and (b) add a call-event ingestion path (a consumer analogous to the shipped send_marketing_opt_in pipeline — which does not exist for calls). The call-history read (#1) is likewise net-new.

8.1 WA Call activity logs — the 4 captured events

CDP captures 4 activity-log entries for WhatsApp Call (per WAC-S02). Each is a Voice activity with Type: WhatsApp Call, keyed by Direction (Incoming / Outgoing) × Call status (Answered / Unanswered):

Action	Event Details	Trigger
Incoming Call – Answered	Incoming WhatsApp call from Customer was answered.	Direction: Incoming · Call status: Answered · Type: WhatsApp Call
Incoming Call – Unanswered	Incoming WhatsApp call from Customer was not answered.	Direction: Incoming · Call status: Unanswered · Type: WhatsApp Call
Outgoing Call – Answered	Outgoing WhatsApp call to Customer was answered.	Direction: Outgoing · Call status: Answered · Type: WhatsApp Call
Outgoing Call – Unanswered	Outgoing WhatsApp call to Customer was unanswered.	Direction: Outgoing · Call status: Unanswered · Type: WhatsApp Call

9. System Flow + User Stories + ACs

9.1 System Flow — Agent views call history and places a call (web)

Flow type: User Journey.

Agent opens Customer Detail (web).
FE loads Call history (§8 #1) + Voice activity logs.
Agent reviews past calls (direction/status/outcome).
Agent clicks Call on a customer number.
FE launches the WA Call widget (§8 #2); the WA Call service places the call.
Call proceeds in the widget; on end, the widget closes.
WA Call service emits the call event → CDP writes a Voice activity log (§8 #3) → appears in the timeline.

Failure / edge branches:

2a. Call-history load fails → error state + retry (WAC-S06).
4a. User lacks call permission or CID has no WA Call → Call button hidden/disabled (WAC-S05).
5a. Widget/SDK fails or WA Call unavailable → inline error, no call placed; call_widget_error fires.
Mobile. Steps 1–3 + 7 apply; step 4–6 (Call button) not shown (Non-Goal #3).

📊 System Flow — Direct Call from Customer Detail

sequenceDiagram
    actor Agent
    participant CDP as CDP (Customer Detail)
    participant WA as WA Call Service
    Agent->>CDP: Open Customer Detail
    CDP->>WA: Get call history (by qontak_customer_id/phone)
    WA-->>CDP: Call logs (direction/status/agent/recording/duration)
    Note over CDP: If read fails → error + retry (WAC-S06)
    Agent->>CDP: Click Call (web, if permitted + WA Call enabled)
    CDP->>WA: Launch WA Call widget for number
    alt Widget ready
        WA-->>Agent: Widget active; call placed
        WA->>CDP: Call event (on end)
        CDP->>CDP: Write Voice activity log + history row
    else Widget/SDK fails or WA Call unavailable
        WA-->>CDP: Error → inline message, no call (call_widget_error)
    end

9.2 User Stories

All ACs in strict Given/When/Then. Priority uses MoSCoW.

User Story	Priority	Mockup / Technical Notes	Acceptance Criteria
[WAC-S01] — View WA call history on Customer Detail As a Sales/Support agent, I want to see a customer's WhatsApp call history on their profile, so that I have call context before acting.	Must Have	Prototype: Pending. Source: WA Call service (§8 #1). Fields: direction, status, agent, recording_url (answered), duration (answered), dial_time.	AC-1 (List renders): Given a customer with ≥1 WA call, When I open Customer Detail, Then I see a Call history list, each row showing direction (Incoming/Outgoing), status (Answered/Unanswered), assigned agent (if any), duration & recording link (answered only), and dial time. AC-2 (Empty): Given a customer with no WA calls, When I open Customer Detail, Then an empty state ("No WhatsApp calls yet") is shown, not an error. AC-3 (Recording): Given an answered call with a recording, When I click the recording link, Then the recording URL opens (redirect); And Given an unanswered call, Then no recording link is shown. AC-4 (Error): Given the call-history read returns non-2xx, When the panel loads, Then an error state with retry is shown and `call_history_error` fires.
[WAC-S02] — WA call activities in the activity timeline As a CDP user, I want each WA call to appear as an activity-log entry, so that I see complete interaction history.	Must Have	Event-driven (§8 #3). ⚠️ Grounding: the `Voice` category does not exist yet — `generateTitle` (`activity_log_serializer.go:291-318`) has no `voice:` title and returns "" for unknown keys; no call-event consumer exists* in contact-service. BE net-new: add Voice titles + a call-event consumer. Ref: call activity table.	AC-1 (Incoming answered): Given an incoming WA call is answered, When WA Call sends the event, Then CDP creates a Voice activity log (direction Incoming, status Answered, type "WhatsApp Call") on the timeline. AC-2 (Incoming unanswered): Given an incoming WA call is not answered, When the event is sent, Then a Voice log (Incoming, Unanswered) is created. AC-3 (Outgoing answered/unanswered): Given an outgoing WA call, When the event is sent, Then a Voice log is created with direction Outgoing and status Answered or Unanswered accordingly. AC-4 (No duplicate): Given the same call event is received twice, When processed, Then only one activity-log entry exists for that call. AC-5 (Title present): Given a Voice activity entry is created, When it renders, Then it shows a non-empty, human-readable title per direction+status (e.g. "received a WhatsApp call" / "called this customer — unanswered") — i.e. the BE `generateTitle` map includes the `voice:*` keys (grounded gap).
[WAC-S03] — Place an outbound WA call from Customer Detail (web) As a Sales/Support agent, I want to call a customer directly from their profile, so that I don't switch tools to dial.	Must Have	Web only (Non-Goal #3). Launches WA Call widget (§8 #2). Flag `cdp_wa_call_direct_call`.	AC-1 (Call button): Given I am on Customer Detail (web) with WA Call enabled and call permission, When the page renders, Then a Call action is shown on the customer's WA-capable number. AC-2 (Launch widget): Given I click Call, When the action fires, Then the WA Call widget launches for that number within ≤ 2s and the WA Call service places the call. AC-3 (Widget failure): Given the WA Call widget/SDK fails to load or WA Call is unavailable, When I click Call, Then an inline error is shown, no call is placed, and `call_widget_error` fires. AC-4 (Call logged): Given a call is placed via the widget, When it ends, Then the resulting event produces a Voice activity log (WAC-S02) and a call-history row (WAC-S01).
[WAC-S04] — Mobile: logs + activity only (no direct call) As a mobile CRM user, I want to see call history and activity, so that I have context on the go — direct calling comes later.	Must Have	CRM mobile app. Non-Goal #3.	AC-1 (History + activity): Given I open a customer in the CRM mobile app, When the profile loads, Then I see WA call history and Voice activity-log entries (read-only). AC-2 (No Call button): Given I am on the customer profile in the mobile app, When it renders, Then the direct Call action is not shown. AC-3 (Parity of data): Given the same customer viewed on web and mobile, When both load, Then the call history and activity entries shown are the same data set.
[WAC-S05] — Permission & availability gating As an admin, I want call viewing and calling gated by permission and WA-Call availability.	Must Have	Reuse `customers_customers_view` + WA-Call agent capability.	AC-1 (View gate): Given a user without `customers_customers_view`, When they open the profile, Then call history/activity is not shown. AC-2 (Call gate — capability): Given a user without the WA-Call agent capability, When Customer Detail renders (web), Then the Call action is hidden/disabled. AC-3 (Call gate — availability): Given the CID has no WA Call provisioned or the flag is OFF, When the profile renders, Then the Call action is not shown (history/activity may still show if available). AC-4 (Owned-only): Given a user with `customers_customers_view = OWNED ONLY`, When they open a non-owned customer, Then no call data is shown.
[WAC-S06] — Loading / empty / error states As a user, I want clear states for the call panel and widget.	Should Have	State machine per §7.	AC-1 (Loading): Given the call-history read is in flight, When the panel opens, Then a loading state is shown until it resolves. AC-2 (Empty): Given no calls exist, When the panel loads, Then an empty state is shown (not an error). AC-3 (Error + retry): Given the read returns non-2xx, When the panel loads, Then an error state with a retry action is shown and `call_history_error` fires. AC-4 (Widget error): Given the direct-call widget fails, When launched, Then an inline error with dismiss/retry is shown and `call_widget_error` fires.

10. Rollout

Item	Detail
Feature flags	`cdp_wa_call_history` (display) + `cdp_wa_call_direct_call` (web direct call) — both default OFF; flipped per stage.
Rollout sequence	Stage 1 — Internal: CDP squad org (history + activity + direct call on web). → Stage 2 — Beta: 2–3 pilot CIDs already using WA Call. → Stage 3 — GA: all Qontak One clients with WA Call. Mobile ships history+activity only.
Backward compatibility	Additive — Customer Detail behavior unchanged when flags are OFF; no change to the WA Call service.
Migration	None — call history is read from the WA Call service; activity logs are event-driven.
Rollback	Flip `cdp_wa_call_direct_call` → OFF to remove the Call action instantly (no in-flight call impact beyond the current widget session); `cdp_wa_call_history` → OFF hides the panel.

11. Observability

Event	Trigger	Properties
`call_history_viewed`	Call-history panel rendered on Customer Detail	`company_id`, `user_id`, `customer_id`, `platform` (web/mobile), `call_count`
`direct_call_initiated`	User clicks Call (web)	`company_id`, `user_id`, `customer_id`, `phone`
`call_widget_launched`	WA Call widget becomes active	`company_id`, `user_id`, `customer_id`
`call_widget_error`	Widget/SDK fails or WA Call unavailable	`company_id`, `user_id`, `customer_id`, `reason`
`call_history_error`	Call-history read returns non-2xx	`company_id`, `customer_id`, `status_code`

Dashboard owner: CDP Squad. Alerts: call_widget_error rate > 5% of direct_call_initiated over 15 min → page CDP + Voice on-call; call_history_error > 2% over 5 min → CDP Slack. Cadence: review weekly for the first month post-GA; investigate if direct-call success < 90% or history error > 2% for 2 consecutive days.

12. Success Metrics

Metric	Definition	Baseline	Target
⭐ Call activity coverage in CDP	% of WA call events written to CDP activity logs	0% (not captured)	100% of events within 30 days of GA
Direct-call adoption	# / % of eligible web users who place ≥1 call from Customer Detail	0 (feature new)	Growing WoW post-GA
Direct-call success rate	% of `direct_call_initiated` that reach `call_widget_launched` without `call_widget_error`	N/A	≥ 95%

13. Launch Plan & Stage Gates

Stage	Audience	Duration	Success gate
Internal	CDP squad org (~10 users)	3–5 days	Call history + activity render correctly; a test call launches the widget and produces a Voice log; no console/API errors
Beta	2–3 pilot CIDs already on WA Call	2 weeks	⭐ 100% of pilot call events logged; direct-call success ≥ 95%; no P1 bugs; pilot feedback positive
GA	All Qontak One clients with WA Call (web); mobile = history+activity only	Rolling ~1 week	Metrics sustained at scale; alerts green

14. Dependencies

Dependency	Owner	Needed	Blocking?
Call-history endpoint (logs by `qontak_customer_id`/phone)	WA Call / Voice squad (+ contact-service)	Contract to read call logs with direction/status/agent/recording/duration/dial-time	YES
Embeddable WA Call widget / SDK on web	WA Call / Voice squad	A widget CDP can launch to place a call, with auth handoff	YES (for WAC-S03)
WA call events → CDP activity-log ingestion	WA Call + contact-service	Event stream + Voice activity-log write	YES (for WAC-S02)
contact-service Voice activity support (net-new)	CDP (contact-service)	*New `Voice` category + `generateTitle` `voice:` titles + a call-event consumer** — none exist today (`activity_log_serializer.go:291-318`)	YES (for WAC-S02)
Permission / capability model (view + WA-Call agent capability)	CDP + Platform	Gating for view and call	YES
WA Call provisioning per CID	WA Call / Billing	Feature available only where WA Call is enabled	YES

15. Key Decisions + Alternatives Rejected

15a — Decisions Made

Date	Decision	Rationale
2026-07-25	Remove outbound-call permission storage + its activity logs from this scope	Refocus on call visibility + in-context calling; permission storage can be a future slice
2026-07-25	Add direct outbound calling from Customer Detail (web) via the WA Call widget	Removes tool-switching; agents act where they already work
2026-07-25	Web-only direct call; mobile = history + activity only	WA Call widget embed not ready on mobile; ship web value first
2026-07-25	Reuse the WA Call widget/SDK — do not build a dialer in CDP	Telephony is owned by the Voice/WA Call squad; avoid duplication
2026-07-25	Read call history from the WA Call service; only activity logs are written into CDP	WA Call is the system of record for calls; CDP surfaces + logs
2026-07-25	Voice activity logging is net-new BE — add a `Voice` category, `generateTitle` `voice:*` titles, and a call-event consumer	Grounded: none exist in contact-service today (`activity_log_serializer.go:291-318`); mirrors the shipped `send_marketing_opt_in` pipeline

15b — Alternatives Rejected

Alternative	Why Rejected	Date
Build a native dialer/telephony in CDP	Duplicates WA Call service; high cost, owned elsewhere	2026-07-25
Store outbound-call permission in CDP now	Deferred — not needed for the visibility + calling value this revision targets	2026-07-25
Ship direct call on mobile in this phase	Widget/SDK embed not ready on mobile; would delay web value	2026-07-25
Persist full call logs inside CDP	WA Call remains system of record; avoids data duplication/sync risk	2026-07-25

16. Open Questions

#	Type	Question	Owner	Deadline
1	Open	Widget embed mechanism — SDK vs iframe vs deep-link — and the auth handoff from CDP to the WA Call widget?	Eng (CDP) + Voice	RFC
2	Open	Call-history endpoint — extend `contact-service` or proxy the WA Call service? Contract + pagination?	Eng (CDP) + Voice	RFC
3	Open	Recording-URL access control — who can open recordings, and does the link expire?	Eng + Legal	RFC
4	Assumption	The WA Call service can emit outbound-call events for calls initiated via the CDP widget (so WAC-S02/S03 AC-4 hold).	Voice squad	Pre-build
5	Risk	Removing permission storage may raise a compliance question for outbound calling. Mitigation: confirm with Legal that WA-Call's own consent flow (in the WA Call service) satisfies policy; if not, re-scope permission storage as a fast-follow.	PM + Legal	Pre-build
6	Open	Final plan/tier gating for direct call (all Qontak One vs specific tiers).	PM + Billing	Pre-GA
7	Risk	Grounded gap: `contact-service` has no Voice activity category/titles and no call-event consumer (`activity_log_serializer.go:291-318`) — WAC-S02 is fully net-new BE, so call activity logs would have blank titles / not be written without it. Mitigation: add the `voice:*` title map + a call-event consumer (mirror the shipped `send_marketing_opt_in` pipeline) as part of the RFC; treat as blocking for WAC-S02.	Eng (CDP)	RFC

PRD CHANGELOG

Version	Date	By	Section	Type	Summary
2.3	2026-07-27	Zhelia Alifa	§8.1 (new)	ADDED	Documented the 4 WA Call activity logs as a breakdown table (Action \| Event Details \| Trigger) in new §8.1 — Incoming/Outgoing × Answered/Unanswered, all Type: WhatsApp Call — matching the activity-log spec screenshot. These are the same 4 events specified by WAC-S02 ACs 1–3; §8.1 makes the captured set explicit. Confluence + repo MD synced.
2.2	2026-07-25	Claude	Header	MODIFIED	Renamed the initiative to CDP Association Completeness: Call Logs (was CDP x WA Call Integration); updated page title + `feature` label. No scope change — call-log history + Voice activity logs + web direct-call retained.
2.1	2026-07-25	Claude	S8, S9 (WAC-S02), S14, S15, S16	MODIFIED	Grounded gap added: contact-service has no `Voice` activity category/titles (`activity_log_serializer.go:291-318`) and no call-event consumer → WAC-S02 is net-new BE and would render blank titles without it. Added §8 grounding note, WAC-S02 AC-5 (title present) + grounding note, a Dependencies row, a Key Decision, and Risk OQ-7.
2.0	2026-07-25	Claude	All	MODIFIED	Reformatted to the write-prd template (numbered sections, ToC, strict-Gherkin 4-column stories, MoSCoW, diagrams). Scope change: removed Stored Outbound Call Permission per Customer Phone and Outbound Call Permission Activity Logs; added direct outbound calling from the Customer Detail page (web) via the WA Call widget. Implementation web-first; CRM mobile app = call logs + activity logs only (no direct call). Kept call-association history + Voice activity logs.
1.x	2026-02-16	Zhelia Alifa	—	LEGACY	Original "CDP x WA Call Integration" PRD (call association, stored outbound-call permission, call + permission activity logs) — pre-reformat.

HEADER BLOCK​

Table of Contents​

1. One-liner + Problem​

2. What Happens If We Don't Build This​

3. Strategic Context (Optional — not scored)​

Module Positioning​

Pricing & Package Implications​

4. Target Users + Persona Context​

5. Non-Goals​

6. Constraints​

7. New Features​

📊 UI State Diagram — Direct Call​

8. API & Behavior​

8.1 WA Call activity logs — the 4 captured events​

9. System Flow + User Stories + ACs​

9.1 System Flow — Agent views call history and places a call (web)​

📊 System Flow — Direct Call from Customer Detail​

9.2 User Stories​

10. Rollout​

11. Observability​

12. Success Metrics​

13. Launch Plan & Stage Gates​

14. Dependencies​

15. Key Decisions + Alternatives Rejected​

16. Open Questions​

PRD CHANGELOG​