One Touch Switch — process map
Click any step for actions, storage, and example customer emails. Walk the team through match, consent, order, and gated cease.
Match check
Customer journey start- Customer enters name, account, address, current provider
- Light privacy agreement only (not full order consent)
- Sees BTEL reference and status while waiting
- GAS creates BTEL-YYYYMMDD-XXXXXX
- Writes Requests + Customers · creates Dynamo case
- Posts match request via AWS → MAG
Dynamo · OtsSwitchCases
Your match request has been submitted
Your current provider should contact you about any contract or exit fees.
Your reference: BTEL-20260820-X6TC8P
We will email and text you when we have a result. Keep this code.
- Losing provider replies via MAG → AWS → GAS
- Success: SOR valid 31 days · Failure: fault text stored
Dynamo · status, switchOrderRef, sorExpires
Good news — your details matched
Dear Stephen,
Your One Touch Switch check with Bentley Telecom found a match with your current provider.
Nothing has been switched yet. Keep your reference if you choose to continue later.
Valid for 31 days from match
Your current provider should contact you about any contract or exit fees. If you are free to switch (or choose to switch), you can order with us when ready.
Kind regards,
The Bentley Telecom team
02392 311 103
We could not match those details
Dear Stephen,
We could not match the details you entered with your current provider.
Please check the name, account number and postcode on your bill and try again on our Easy Switching page.
Need help? Call 02392 311 103.
- Triggered when match result is processed
- SMS is a short version of the same message
Consent
Before placing an order- Open internal portal (?portal=1)
- Look up BTEL · match valid / consent on file
- Portal sends via Brevo
- Button opens bentleytelecom.com/confirm-switch-consent/?ref=BTEL-…
Please confirm your switch consent
Dear Stephen,
Thank you for completing your One Touch Switch matching check with Bentley Telecom. Your details have been successfully matched with your current provider.
Please read the statement below carefully. If you are content to proceed, kindly confirm using the button.
I confirm that I have reviewed my switching information, including any early termination charges or contract end dates from my current provider. I explicitly consent to place this order with Bentley Telecom and authorize them to initiate the transfer and cancel my existing service.
If you proceed with an order, your existing service will not be ceased until the start date of your new service is confirmed.
I agree — confirm switch consentConfirming records your agreement against reference BTEL-20260820-X6TC8P. No service is switched until an order is placed.
Prefer to speak to us? Call 02392 311 103.
Kind regards,
The Bentley Telecom team
- Customer lands on bentleytelecom.com (not script.google.com)
- Ticks box and confirms
Thank you. Your consent has been recorded.
You may call 02392 311 103 quoting your reference when you are ready to order.
- Legal record · means email / website / phone · version gc715-v1
Dynamo · if updateConsent is enabled
Fibre order
Same path · OTS flag when switching- After match (and ideally consent), customer can order
- Live cease still gated until ENABLE_LIVE_SWITCH_ORDER = true
Thank you for choosing Bentley Telecom
Dear Stephen,
We have received your fibre order. Your account / order reference will appear on your confirmation as usual (e.g. BTF…).
If this order is linked to a switch, your One Touch Switch reference remains BTEL-20260820-X6TC8P.
Kind regards,
The Bentley Telecom team
- ?switchingId=BTEL-… sets cookie + localStorage
- Developer must pass into Woo → GAS payload
- Reads switching id · flags Is Switching · can link BTEL ↔ BTF
Requests · BTF ID when linked
- Same path as a normal order or pre-order
Later — switch / cease
Not live until flag is on- Often after order · used to align cease with new start
Your installation date
Dear Stephen,
Your new service start / installation date has been confirmed as 9 September 2026.
If you are switching, your old service is arranged to close in line with this date once the switch process is run.
- Only when ENABLE_LIVE_SWITCH_ORDER = true
- Requires valid SOR (31 days) + consent on file
Your switch is being arranged
Dear Stephen,
We are coordinating the switch with your current provider so your old service ends when your new Bentley Telecom service starts.
| What | Google Sheet | Dynamo | Elsewhere |
|---|---|---|---|
| Match (BTEL) | Requests, Customers | OtsSwitchCases | AWS / MAG |
| SOR + expiry | Requests | Yes | — |
| GC7.15 consent | Consents | If wired | — |
| Fibre order (BTF) | Pending / Order log | Link on case | Chargebee, Zen |
| Switching ID in browser | — | — | Cookie + localStorage |
When a customer calls about switching
- Confirm BTEL reference (or run match on Easy Switching with them).
- Open team portal → look up BTEL → check match still valid.
- Send consent email (customer confirms on bentleytelecom.com).
- When ordering → site order with switching cookie, or attach BTEL manually.
- Do not promise instant cease of the old service until the live switch flag is on.