Assist_Design/docs/orders/PORTAL-ORDERING-PROVISIONING.md

# Portal Ordering & Provisioning – Complete Reference

_This document consolidates the complete ordering and provisioning specification, integrating architecture, flows, and implementation details._

**Related Documents:**

- `ORDER-FULFILLMENT-COMPLETE-GUIDE.md` – **Complete implementation guide with examples**
- `SALESFORCE-WHMCS-MAPPING-REFERENCE.md` – **Comprehensive field mapping reference**
- `PORTAL-DATA-MODEL.md` – Field mappings and data structures
- `PRODUCT-CATALOG-ARCHITECTURE.md` – SKU architecture and catalog implementation
- `SALESFORCE-PRODUCTS.md` – Complete product setup guide

> **📖 For complete implementation details, see `ORDER-FULFILLMENT-COMPLETE-GUIDE.md`**

- Backend: NestJS BFF (`apps/bff`) with existing integrations: WHMCS, Salesforce
- Frontend: Next.js portal (`apps/portal`)
- Billing: WHMCS (invoices, payment methods, subscriptions)
- Control plane: Salesforce (review/approval, provisioning trigger)
- Logging: centralized logger "dino" – do not introduce alternate loggers

We require a Customer Number (SF Number) at signup and gate checkout on the presence of a WHMCS payment method. Orchestration runs in the BFF; Salesforce reviews and triggers provisioning.

## 0) Architecture at a Glance

- Source of truth
  - Salesforce: Catalog (Product2 + PricebookEntry with portal fields), eligibility, order review/trigger, reporting
  - WHMCS: Customer profile, payment methods, invoices, subscriptions (authoritative)
  - Portal BFF: Orchestration + ID mappings (no customer data authority)
- Salesforce data model (three-object pattern)
  - `Product2` (+ `PricebookEntry`) with portal fields (catalog + WHMCS mapping)
  - `Order` (header; one per checkout)
  - `OrderItem` (child; one per selected product) → references `Product2` (and PricebookEntry)
- Provisioning
  - Operator approves in Salesforce → Record‑Triggered Flow publishes Platform Event → BFF reads Order + OrderItems, dereferences `Product2` portal fields, calls WHMCS `AddOrder` → `AcceptOrder`, then writes back WHMCS IDs to Order/OrderItems

## 1) Customer Experience

1. Signup (Customer Number required)
   - User provides: Email, Confirm Email, Password, Confirm Password, First/Last Name, optional Company/Phone, and Customer Number (SF Number).
   - Portal validates and links to the existing Salesforce Account using the SF Number; if email differs, proceed and auto-create a Salesforce Case for CS (details in data model doc).
   - WHMCS client is always created on signup (no pre-existing clients expected). WHMCS custom field for Customer Number must be set to the SF Number.
   - Mapping is stored: `portalUserId ↔ whmcsClientId ↔ sfAccountId`.

2. Add payment method (required before checkout)
   - Portal shows an “Add payment method” CTA that opens WHMCS payment methods via SSO (`POST /api/auth/sso-link` → `index.php?rp=/account/paymentmethods`).
   - Portal checks `GET /billing/payment-methods/summary` to confirm presence before enabling checkout.

3. Browse catalog and configure
   - `/catalog` lists products from BFF `GET /catalog` (reads Salesforce Product2 via BFF).
   - Product detail pages collect configurable options; checkout button disabled until payment method exists.

4. Place order
   - `POST /orders` creates a Salesforce Order (Pending Review) and stores orchestration state in BFF. Portal shows “Awaiting review”.

5. Review & Provision (operator in Salesforce)

- Recommended (async): Operator reviews/approves. A Record-Triggered Flow publishes Platform Event `OrderProvisionRequested__e`.
- BFF subscribes to the event and enqueues a provisioning job. Worker validates payment method, (for eSIM) calls activation API, then `AddOrder` and `AcceptOrder` in WHMCS, updates Salesforce Order fields/status.
- Legacy (webhook): previously called `POST /orders/{sfOrderId}/fulfill`. This path has been removed.

6. Completion
   - Subscriptions and invoices appear in portal (`/subscriptions`, `/billing/invoices`). Pay via WHMCS SSO links.

## 1.1 Email Notifications

We will send operational emails at key events (no email validation step required at signup):

- Signup success: send Welcome email to customer; CC support.
- eSIM activation: send Activation email to customer; CC support.
- Order activated: send Activated/Next steps email to customer.

Implementation notes:

- Reuse centralized logger; no sensitive data in logs.
- Add a lightweight `EmailService` abstraction in BFF using existing modules style; queue via BullMQ jobs for reliability (Jobs module already present). Transport to be configured (SMTP/SendGrid) via env.
- Templates stored server-side; configurable CC list via env.

## 2) Backend Contracts (BFF)

### 2.1 Auth & Identity

- Modify `POST /auth/signup` (exists) to require `sfNumber: string` (Customer Number).
  - Steps:
    - Validate request; check portal user exists by email; if exists → error (prompt login/reset).
    - Salesforce: find Account by Customer Number (SF Number). If not found → error.
    - WHMCS: create client unconditionally for this flow. Set Customer Number custom field to SF Number.
    - Create portal user and store mapping.
    - Send Welcome email (to customer) with support on CC.
    - If email mismatch is detected between inputs/systems (e.g., SF Account email vs signup email), automatically create a Salesforce Case to notify CS team and include both emails and Account reference.
  - Security: sanitize errors; never log passwords; use centralized logger.

- `POST /auth/claim` (optional future): If we ever separate claim flow from signup.

### 2.2 Identity & Data Mapping (Portal ↔ Salesforce ↔ WHMCS)

- Systems of Record
  - Salesforce: Catalog (Product2/PricebookEntry) and process control (Order approvals/status), account eligibility fields. Read-only from portal at runtime except Order creations/updates.
  - WHMCS: Customer details, payment methods, invoices, subscriptions, provisioning outcomes. Source of truth for customer contact/billing data.
  - Portal (BFF): Orchestration state and ID mappings only.

- Mapping Records (existing):
  - `portalUserId ↔ whmcsClientId ↔ sfAccountId` stored in BFF mappings service.
  - Customer Number (SF Number) is provided once at signup to create the mapping; we do not ask again.

- Portal User → Salesforce Account (lookup only)
  - Authoritative lookup key: Customer Number on Account (provided via SF Number at signup).
  - We do not sync profile/address changes from portal to Salesforce.

- Portal User → WHMCS Client (authoritative for customer profile)
  - Email → `email`
  - First/Last Name → `firstname`, `lastname`
  - Company → `companyname` (optional)
  - Phone → `phonenumber`
  - Address: `address1`, `address2`, `city`, `state`, `postcode`, `country` (ISO 2-letter)
  - Custom Field (Customer Number) → set to SF Number (id/name TBD; currently used in mapping)
  - Notes (optional) → include correlation IDs / SF refs

- Discrepancy handling
  - If SF Account email differs from signup email, proceed and auto-create a Salesforce Case for CS with both emails and Account reference (for review). No sync/write to SF.

### 2.3 Address Capture (WHMCS only)

- Capture Requirements
  - Required: `street`, `city`, `state`, `postalCode`, `country`
  - Optional: `addressLine2`, `buildingName`, `roomNumber`, `phone`
  - Validation: client-side + server-side; normalize country to ISO code.

- UX Flow
  - After signup, prompt to complete Address before catalog/checkout.
  - Dashboard banner if address incomplete.

- API Usage
  - Use `PATCH /api/me/address` to update address fields only. No write to Salesforce from portal.
  - Centralized logging; redact PII.

### 2.4 Billing

- `GET /billing/payment-methods/summary` (new)
  - Returns `{ hasPaymentMethod: boolean }` using WHMCS `GetPayMethods` for mapped client.

- `POST /api/auth/sso-link` (exists)
  - Used to open WHMCS payment methods and invoice/pay pages.

### 2.5 Catalog (Salesforce Product2 as Source of Truth)

We will not expose WHMCS catalog directly. Instead, Salesforce `Product2` (with `PricebookEntry`) will be the catalog, augmented with a small set of custom fields used by the portal and BFF.

Custom fields on `Product2` (proposal; confirm API names):

- Identity & Display
  - `Product2Categories1__c` (Picklist): Internet | SIM | VPN | Other
  - `Portal_Description__c` (Long Text)
  - `Portal_Feature_Bullets__c` (Long Text)
  - `Portal_Hero_Image_URL__c` (URL)
  - `Portal_Tags__c` (Text)
  - `Portal_Sort_Order__c` (Number)
  - `Portal_Catalog__c` (Checkbox, default false)
  - `Portal_Valid_From__c` / `Portal_Valid_Until__c` (Date)
- Terms/Options
  - `Portal_Billing_Cycle__c` (Picklist): Monthly | Onetime (default)
  - `Portal_Max_Quantity__c` (Number, default 1)
  - `Portal_Requires_Payment_Method__c` (Checkbox, default true)
  - `Portal_ConfigOptions_JSON__c` (Long Text) – defaults and allowed values
- Eligibility (Internet personalization)
  - `Portal_Eligibility_Dwelling__c` (Picklist): Home | Apartment | Any
  - `Portal_Eligibility_Tier__c` (Picklist): 1G | 100Mb | Any
  - `Portal_Eligibility_Region__c` (Text) (optional)
- WHMCS Mapping
  - `WHMCS_Product_Id__c` (Number)
  - `WHMCS_Notes_Template__c` (Long Text)
  - `eSIM_Settings_JSON__c` (Long Text)

Endpoints (BFF)

- `GET /catalog` (exists): return public offerings from `Product2` where `Portal_Catalog__c = true` and within validity dates; price via `PricebookEntry` for the portal pricebook.
- `GET /catalog/personalized` (new):
  - Authenticated: infer `sfAccountId` from mapping. We only check the SF Number once during signup to create the mapping.
  - Query `Product2` filtered by `Portal_Catalog__c` and validity, then apply eligibility filters using Account fields (e.g., dwelling/tier). eSIM/VPN are always included.

- Caching & Invalidation
  - Cache global catalog 15m; cache personalized results per `sfAccountId` 5m.
  - Optional Salesforce CDC/Platform Event to bust cache on `Product_Offering__c` changes.

### 2.6 Orders & Provisioning

- `POST /orders` (new)
  - Body: `{ items: { productId, billingCycle, configOptions?, notes? }[], promoCode?, notes? }`
  - Server-side checks: require WHMCS mapping; require `hasPaymentMethod=true`.
  - Actions: Create Salesforce Order (Pending Review), persist orchestration record (sfOrderId, items/config, status=Pending Review, idempotency), return `{ sfOrderId, status }`.

- `GET /orders/:sfOrderId` (new)
  - Returns orchestration status and relevant IDs; portal polls for updates.

- Async Provisioning (Platform Events)
  - Event: `OrderProvisionRequested__e` with `{ OrderId__c, IdemKey__c?, CorrelationId__c? }`
  - BFF autosubscribes when `SF_EVENTS_ENABLED=true`; enqueues provisioning job; returns 202 immediately (no inbound SF call).
  - Worker performs the same steps as above and updates Salesforce.

## 3) Salesforce

### 3.1 Account matching

- Personalization Fields (Internet Eligibility)
  - Use the Account’s serviceability/plan eligibility field(s) to decide which Internet product variants to show.
  - Examples (to confirm API names and values):
    - `Dwelling_Type__c`: `Home` | `Apartment`
    - `Internet_Tier__c`: `1G` | `100Mb`
  - The BFF personalization endpoint maps these to curated catalog SKUs.

- Customer Number (SF Number) is authoritative. Signup requires it. We find Account by that number.
- Mirror SF Number to WHMCS client custom field.
- If a discrepancy is found (e.g., Account has a different email than signup), create a Salesforce Case automatically with context so CS can triage; proceed with signup (no hard block), but flag the portal user for review.

### 3.2 Order fields

- Add the following fields to `Order`:
  - `Activation_Status__c` (Pending Review, Activating, Provisioned, Failed)
  - `WHMCS_Order_ID__c`
  - Optional (if needed): `ESIM_ICCID__c`

#### 3.2.1 Salesforce Order API & Required Fields (to confirm)

- Object: `Order`
- Required fields for creation (proposal):
  - `AccountId` (from SF Number lookup)
  - `EffectiveDate` (today)
  - `Status` (org-specific; code currently sets "Pending Review" — use your org's draft/review value)
  - `Description` (optional: include product summary)
- Custom: `Activation_Status__c = Not Started`
  - Optional link: `OpportunityId` (if created/available)
- On updates during provisioning:
  - Set `Activation_Status__c` → Activating → Activated/Failed
  - Store `WHMCS_Order_ID__c`
  - For eSIM: masked `ESIM_ICCID__c`

#### 3.2.2 Order Line Representation (Salesforce-side, to confirm)

Options (pick one):

1. Use standard `OrderItem` with `Product2` and Pricebooks (recommended)
   - Pros: native SF pricing and reporting; clean standard model
   - Cons: maintain `Product2` and `PricebookEntry` for all offerings
   - Fields per `OrderItem` (standard):
     - `OrderId`, `Product2Id`, `PricebookEntryId`, `Quantity`, `UnitPrice`
   - Custom fields to add on `OrderItem`:
     - (Derived billing cycle from SKU class; no custom field)
     - `ConfigOptions_JSON__c` (Long Text)

2. Custom child object `Order_Offering__c`
   - Not used; we standardize on `OrderItem`.

Decision: Use standard `OrderItem` with `Product2` and portal fields for mapping.

We will build the BFF payload for WHMCS from these line records plus the Order header.

#### 3.2.3 Salesforce ↔ WHMCS Order Mapping

- Header mapping
  - SF `Order.Id` → included in WHMCS `notes` as `sfOrderId=<Id>`
  - SF `AccountId` → via portal mapping to `whmcsClientId` → `AddOrder.clientid`
  - SF `Promo_Code__c` (if on header) → `AddOrder.promocode`
  - SF `Activation_Status__c` controls operator flow; not sent to WHMCS

- Line mapping (per OrderItem)
  - Product2 `WHMCS_Product_Id__c` → `AddOrder.pid[]`
  - Derived billing cycle (Service=Monthly, Activation/Install=Onetime) → `AddOrder.billingcycle`
  - SF `ConfigOptions_JSON__c` → `AddOrder.configoptions`
  - Quantity → replicate product ID in `pid[]` or use config option/quantity if applicable

- After `AddOrder`:
  - Call `AcceptOrder` to provision; capture `orderid` from response
  - Update SF `WHMCS_Order_ID__c`; set `Activation_Status__c = Activated` on success
  - On error, set `Activation_Status__c = Failed`

### 3.3 Flow (Provisioning Trigger)

- Record‑Triggered Flow publishes `OrderProvisionRequested__e` on Order approval.

### 3.4 UI

### 3.5 Catalog → Order → Provisioning Linkage (Clean Mapping)

- Single source of mapping truth: Product2 portal fields
  - `WHMCS_Product_Id__c`, `Portal_ConfigOptions_JSON__c`, and `Provisioning_Flow__c` live on Product2.
  - Do not duplicate these fields on `OrderItem`; each line references Product2 and price from PricebookEntry.
  - Snapshot only what can change over time: `UnitPrice` and `Quantity` on the line.

- Order construction (by portal at checkout)
- Create `Order` header with `Activation_Status__c = Not Started`.
  - For each cart item, create a line (either `OrderItem` with custom fields or `Order_Offering__c`) that includes:
    - `Product2Id` and `PricebookEntryId`
    - `Quantity`, `UnitPrice__c`
  - Item type is inferred from SKU class (Service vs Activation/Install); no custom field needed.
    - Optional overrides in `ConfigOptions_JSON__c` (e.g., size, add-ons) based on user selection

- Provisioning (triggered from Salesforce)
  - BFF receives `sfOrderId`, loads `Order` and its lines.
  - For each line, dereference Product2 to fetch `WHMCS_Product_Id__c` and default config options, then merge with any line-level overrides in `ConfigOptions_JSON__c`.
  - Build `AddOrder` payload using the mapping above; place `sfOrderId` in WHMCS `notes`.
  - After `AcceptOrder`, write back:
    - Header: `WHMCS_Order_ID__c`
    - Header: `Activation_Status__c = Activated` on success

- Subscriptions linkage
  - The authoritative subscription record lives in WHMCS.

This keeps the mapping clean and centralized in Product2 portal fields, while Orders/OrderItems act as a snapshot of the customer’s selection and price at time of checkout.

## 3.5 Flow Sanity Check

1. Catalog comes from Salesforce Product2 (filtered/personalized by Account eligibility).
2. Customer signs up with SF Number; portal creates WHMCS client and mapping; address/profile managed in WHMCS.
3. Checkout creates an SF `Order` and child lines (no provisioning yet).
4. Operator approves in SF; Flow publishes Platform Event.
5. BFF subscriber enqueues job and provisions: recheck payment method (WHMCS), handle eSIM activation if needed, then `AddOrder` + `AcceptOrder` in WHMCS using mappings from Product2 portal fields referenced by the OrderItems.
6. BFF updates SF Order fields (`WHMCS_Order_ID__c`, etc.) and status; emails are sent as required.
7. Customer sees completed order; subscriptions/invoices appear from WHMCS data in the portal.

- LWC on `Order` to display provisioning status, errors, WHMCS IDs, and a Retry button.

## 4) Frontend (Portal)

- Signup page: add `sfNumber` field; validation and error messages for missing/invalid SF Number.
- Payment banner: dashboard shows CTA to add a payment method if none.
- Catalog: `/catalog` page using existing BFF endpoint.
- Product detail + Checkout:
  - Checkout button disabled until `hasPaymentMethod=true` (via `GET /billing/payment-methods/summary`).
  - On submit, call `POST /orders` and redirect to order status page with polling.
- Order status page: shows statuses (Not Started → Activating → Activated/Failed), with links to Subscriptions and Invoices.

### 4.1 eSIM Self-service Actions (Service Detail)

- Actions available on an active eSIM subscription:
  - Reissue eSIM: triggers BFF endpoint to call activation provider for a new profile, updates WHMCS notes/custom fields, sends email to customer.
  - Top-up: triggers BFF to call provider top-up API; invoice/charges handled via WHMCS (AddOrder for add-on or gateway charge depending on implementation), sends email confirmation.
- UI: buttons gated by subscription status; confirmations and progress states.

## 5) Security, Idempotency, Observability

- Secrets in env/KMS, HTTPS-only, strict timeouts and retries with backoff in BFF external calls.
- Signed Salesforce → BFF requests with short TTL; IP allowlisting of Salesforce egress ranges.
- Idempotency keys for order creation and provisioning; include `sfOrderId` marker in WHMCS order notes.
- Logging: use centralized logger "dino" only; redact sensitive values; no payment data.
- Metrics: activation latency, WHMCS API error rates, provisioning success/failure, retries; alerts on anomalies.

## 6) Data Storage (minimal in BFF)

- Orchestration record: `sfOrderId`, items/config, status, masked eSIM identifiers, WHMCS order/service IDs, timestamps, idempotency keys.
- Mappings: `userId ↔ whmcsClientId ↔ sfAccountId`.
- No PANs, CVVs, or gateway tokens stored.

## 7) Work Items

Prerequisites for WHMCS provisioning

- Each Salesforce Product2 used by the portal must map to a WHMCS Product (pid): set `Product2.WHMCS_Product_Id__c` accordingly for:
  - Main service SKUs (Internet, SIM/eSIM, VPN)
  - Installation/activation SKUs (Internet install variants, VPN activation)
- BFF uses `Product2.StockKeepingUnit` to select PricebookEntry and `Product2.WHMCS_Product_Id__c` to build the `pid[]` list for WHMCS AddOrder.

1. Auth: require `sfNumber` in `SignupDto` and signup flow; lookup SF Account by Customer Number; align WHMCS custom field.
2. Billing: add `GET /billing/payment-methods/summary` and frontend gating.
3. Catalog UI: `/catalog` + product details pages.
4. Orders API: implement `POST /orders`, `GET /orders/:sfOrderId`.
5. Salesforce: fields, Record‑Triggered Flow to publish `OrderProvisionRequested__e`; LWC for status.
6. WHMCS: add wrappers for `AddOrder`, `AcceptOrder`, `GetPayMethods` (if not already exposed).
7. Observability: correlation IDs, metrics, alerts; CDC or Platform Events for cache busting (optional).
8. Email: implement `EmailService` with provider; add BullMQ jobs for async sending; add templates for Signup, eSIM Activation, Activated.
9. eSIM Actions: implement `POST /subscriptions/:id/reissue-esim` and `POST /subscriptions/:id/topup` endpoints with BFF provider calls and WHMCS updates.
10. Future: Cancellations form → Salesforce Cancellations object submission (no immediate service cancel by customer).

## 8) Acceptance Criteria

- Signup requires Customer Number (SF Number) and links to the correct Salesforce Account and WHMCS client.
- Portal blocks checkout until a WHMCS payment method exists; SSO to WHMCS to add card.
- Orders are created in Salesforce and provisioned via BFF after operator trigger; idempotent and retriable.
- Customer sees clear order status and resulting subscriptions/invoices; sensitive details are not exposed.

## 9) WHMCS Field Mapping (Order Creation)

- `AddOrder` parameters to use:
  - `clientid`: from user mapping
  - `pid[]`: array of WHMCS product IDs (map from our catalog selection)
  - `billingcycle`: `monthly` | `quarterly` | `semiannually` | `annually` | etc.
  - `configoptions`: key/value for configurable options (from product detail form)
  - `customfields`: include Customer Number (SF Number) and any order-specific data
  - `paymentmethod`: WHMCS gateway system name (optional if default)
  - `promocode`: if provided
  - `notes`: include `sfOrderId=<Salesforce Order Id>` for idempotency tracing
  - `noinvoice` / `noemail`: set to 0 to allow normal invoice + emails unless we handle emails ourselves
- After creation, call `AcceptOrder` to provision services and generate invoice/subscription as per WHMCS settings.

### 9.1 WHMCS Updates for eSIM Actions

- On Reissue:
  - Update service custom fields (store masked new ICCID/EID if applicable), append to service notes with correlation ID and SF Order/Case references if any.
  - Optionally create a zero-priced order for traceability or a billable add-on as business rules dictate.
- On Top-up:
  - Create an add-on order or billable item/invoice through WHMCS; capture payment via existing payment method.
  - Record top-up details in notes/custom fields.

## 10) Endpoint DTOs (Proposed)

- `POST /auth/signup`
  - Request: `{ email, password, firstName, lastName, company?, phone?, sfNumber }`
  - Response: `{ user, accessToken, refreshToken }`

- `GET /billing/payment-methods/summary`
  - Response: `{ hasPaymentMethod: boolean }`

- `POST /orders`
  - Request: `{ items: { productId: number; billingCycle: string; configOptions?: Record<string,string>; notes?: string }[]; promoCode?: string; notes?: string }`
  - Response: `{ sfOrderId: string; status: 'Pending Review' }`

- `GET /orders/:sfOrderId`
  - Response: `{ sfOrderId, status, whmcsOrderId?, whmcsServiceIds?: number[], lastUpdatedAt }`

// No SF → portal endpoint is required; provisioning is triggered via Platform Events.

- `POST /subscriptions/:id/reissue-esim`
  - Request: `{ reason?: string }`
  - Response: `{ status: 'InProgress' | 'Completed' | 'Failed', activationRef?, maskedIccid?, errorMessage? }`

- `POST /subscriptions/:id/topup`
  - Request: `{ amount?: number; packageCode?: string }`
  - Response: `{ status: 'Completed' | 'Failed', invoiceId?, errorMessage? }`

## 11) Email Requirements

- Transport: configurable (SMTP/SendGrid) via env; no secrets logged.
- Events & templates (to be provided):
  - Signup Welcome (customer, CC support)
  - eSIM Activation (customer, CC support)
  - Order Provisioned (customer)
- Include correlation ID and minimal order/service context; no sensitive values.

### 11.1 Email Provider Recommendation

- Primary: SendGrid API (robust deliverability, templates, analytics). Use API key via env; send via BullMQ job for resiliency.
- Fallback: SMTP (e.g., SES SMTP or company SMTP relay) for environments without SendGrid.
- Rationale: SendGrid simplifies templating and CC/BCC handling; API-based sending reduces SMTP variability. Keep centralized logging without leaking PII.

## 12) Open Questions (to confirm)

1. Salesforce
   - Confirm the Customer Number field API name on `Account` used for lookup.
   - Confirm the exact custom field API names on `Order` (`Provisioning_Status__c`, etc.).
   - Should `OpportunityId` be mandatory for Orders we create?
2. WHMCS
   - Confirm the custom field id/name for Customer Number (currently used in mapping; assumed id 198).
   - Provide product ID mapping for Home Internet/eSIM/VPN and their configurable options keys.
   - Preferred default `paymentmethod` gateway system name.
3. Email
   - Preferred provider (SMTP vs SendGrid) and from/reply-to addresses.
   - Support CC distribution list for ops; any BCC requirements?
   - Provide or approve email templates (copy + branding).
4. eSIM Activation API
   - Endpoint(s), auth scheme, required payload, success/failed response shapes.
   - Which identifiers to store/mask (ICCID, EID, MSISDN) and masking rules.
5. Provisioning Trigger
   - Trigger via Flow on status change to Approved; optional manual retry publishes event again.
   - Retry/backoff limits expected from SF side?
6. Cancellations
   - Cancellation object API name in Salesforce; required fields; desired intake fields in portal form; who should be notified.