Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Duplicate Reply Shield
The same customer contacts through multiple channels.
Safe move
Merge the case, set one owner and pause extra drafts.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
Two separate replies from two teammates.
Blocked wording stays held until the rule is satisfied.
Safer wording
One case. One owner. One safe reply.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Duplicate pausedWhatsApp + voicemail · 2 channels
Adam Webb: Duplicate contacts paused before two replies go out
WhatsApp says no hot water. Voicemail says he tried calling as well. Same mobile number.
Duplicate contactSame-day riskConsent / channel check
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