Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Call customer instead
The enquiry is urgent, distressed or too ambiguous for safe text.
Safe move
Assign the call, record the outcome and confirm afterwards.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
A long written answer based on assumptions.
Blocked wording stays held until the rule is satisfied.
Safer wording
We’ll call to clarify the safest next step.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Urgent triagePhone voicemail · 11 min old
Nisha and Tom Reeves: Emergency leak needs triage before attendance wording
There is water coming through the ceiling below the bathroom. Please send someone urgently.
UrgentSame-day riskAccess unclearWaiting owner approval
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.