Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Escalate complaint
The customer is unhappy or previous work may be disputed.
Safe move
Gather evidence and hold defensive wording.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
That was not our fault.
Blocked wording stays held until the rule is satisfied.
Safer wording
Complaint escalated with evidence requested.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
EscalatedEmail · Today
Peter Long: Complaint reply held until engineer notes are attached
You were here Tuesday and the boiler is still losing pressure. I’m not happy.
Complaint riskNeeds engineer fact checkDo not send yetProof gap
Owner approvalSMS · Today
Rob and Kelly Moore: Discount or refund request needs complaint-safe handling
We waited in all day. We want a discount or refund. Please call us.
Complaint riskWaiting owner approvalCallback
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