Checked by draft policy
Same-day promise rule
Never promise attendance before capacity, access and scope are checked.
← Workspace homeFictional data · no live sending
CONTROL CENTRE / GUARDRAILS
Owner rules
Plain-English guardrails control what can move forward.
Draft policy runs locally. Other playbooks guide a human check; provider connections and live sending remain off.
Checked by draft policy
Exact-price rule
Do not state an exact repair price before diagnosis and parts are known.
Checked by draft policy
Gas-safety wording rule
Hold safety guidance until qualified facts are checked.
Checked by draft policy
Landlord / tenant rule
Confirm instruction, access and responsibility before committing.
Checked by draft policy
Vulnerable customer rule
Surface context, prioritise safely and record the decision.
Checked by draft policy
Complaint escalation rule
Gather evidence before blame, refund or guarantee wording.
Checked by draft policy
Duplicate contact rule
Merge channels and keep one owner and one reply.
Human checklist
Quote cooling threshold
Surface quiet quotes for a useful, non-pressuring follow-up.
Human checklist
Review readiness rule
Do not ask for a review while a complaint or callback is open.
Human checklist
Consent / channel rule
Record the owned channel before sending follow-up wording.
Checked by draft policy
Owner approval fallback
If uncertain, hold the wording and name the reviewer.
Human checklist
Proof gap rule
Do not close a risky case without message, decision, action and outcome.
Checked by draft policy
Engineer fact-check rule
Office staff do not guess technical facts.
Open a decision playbook
Approve safe reply
A draft contains no blocked promise and the required facts are present.
Review the rule →Hold risky promise
Timing, price, safety or responsibility wording is not yet safe.
Review the rule →Call customer instead
The enquiry is urgent, distressed or too ambiguous for safe text.
Review the rule →Assign to admin
The next move is safe coordination rather than technical judgement.
Review the rule →Assign to engineer
Technical facts are needed before wording is safe.
Review the rule →Request missing information
Key facts are absent before a safe reply or handoff.
Review the rule →Prepare follow-up
A useful customer signal is cooling.
Review the rule →Mark recovered
The next move happened and the outcome is recorded.
Review the rule →Escalate complaint
The customer is unhappy or previous work may be disputed.
Review the rule →Same-day promise check
The customer asks for today or an exact time.
Review the rule →Exact-price risk check
The customer asks for an exact repair price before diagnosis.
Review the rule →Landlord / tenant responsibility check
Who authorises or pays is unclear.
Review the rule →Gas-safety wording check
The customer asks whether an appliance is safe.
Review the rule →Duplicate Reply Shield
The same customer contacts through multiple channels.
Review the rule →Vulnerable customer handling
Vulnerability or distress changes the care required.
Review the rule →Cooling quote recovery
A quote passes the agreed quiet threshold.
Review the rule →Review readiness check
A completed job may be ready for a review ask.
Review the rule →Proof gap fix
A case is missing message, decision, action or outcome evidence.
Review the rule →Engineer fact-check request
A technical reply needs engineer context.
Review the rule →Consent / channel check
The owned channel or consent state is unclear.
Review the rule →Explore more of the sample
Explore one example, then the wider product. These pages use fictional records; your simulated decisions last only on the current page.