Trigger
← Workspace homeFictional data · no live sending
RECOVERY PLAYBOOK / DECISION RULE
Prepare follow-up
A useful customer signal is cooling.
Safe move
Ask what is blocking progress and offer the next safe option.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
Just chasing again.
Blocked wording stays held until the rule is satisfied.
Safer wording
Follow-up prepared with reason and owner.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Reminder recoverySMS · Yesterday
Margaret Lewis: Annual service reminder needs a useful next step
My annual boiler service is due. Can you let me know what I need to do?
Service reminderAccess unclearReply prepared
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