Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Assign to admin
The next move is safe coordination rather than technical judgement.
Safe move
Assign a named owner and set a follow-up time.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
Someone should pick this up.
Blocked wording stays held until the rule is satisfied.
Safer wording
Emma owns the next move by the recorded time.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Needs callbackMissed call + voicemail · 17 min old
Jason Pollard: Boiler service enquiry needs a callback owner
Need a boiler service and maybe a quick check before exchange on a house purchase. Call me back.
CallbackMissing informationCooling risk
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