TEAM / OWNER APPROVALS
What must stay held? Martin reviews the wording. Emma coordinates the next move. A qualified fact check or unresolved duplicate can keep a draft held after owner approval.
Fictional recovery snapshot No messages sent · no live services connected 11 drafts need owner review in this fictional snapshot. Open a case to try the page-local decision simulation.
Priority
Owner review required Case owner: Martin Shaw
Priya Desai Tenant boiler stopped: today and rough cost requested
Read the prepared draft We’re checking the safest next step. Please confirm the fault code, address, access contact and whether the heating is also affected. We’ll confirm availability once those details are clear. Wording to hold: Yes, we can definitely get there today and it will cost £X.
Why this is held The case explicitly requires an owner decision. Price wording needs the owner's review before commitment. Instruction authority and responsibility need owner review. Timing or arrival wording needs the owner's review. Decision owner: Martin Shaw
Owner approval fallback Exact-price rule Landlord / tenant rule Same-day promise rule
Owner review required Case owner: Martin Shaw
Linda Barker Vaillant F28 question asks for an exact repair price
Read the prepared draft A fault code can help with triage, but we don’t want to guess the repair price before diagnosis, parts and access are checked. Wording to hold: It will only cost £X.
Why this is held Technical facts need a qualified review of this draft. Price wording needs the owner's review before commitment. A qualified fact check for this exact draft is still outstanding. Decision owner: Martin Shaw
Engineer fact-check rule Exact-price rule
Owner review required Case owner: Emma Price
Adam Webb Duplicate contacts paused before two replies go out
Read the prepared draft We’ve brought your messages together so one person can help. Emma will call to confirm the safest next step. Wording to hold: Two separate replies from two teammates.
Why this is held Duplicate contacts must be reconciled before handoff. Timing or arrival wording needs the owner's review. Confirm one contact thread and one reply owner first. Decision owner: Martin Shaw
Duplicate contact rule Same-day promise rule
Owner review required Case owner: Martin Shaw
Peter Long Complaint reply held until engineer notes are attached
Read the prepared draft We’re reviewing the previous visit and job notes so we can confirm the right next step. Wording to hold: That was not our fault.
Why this is held A complaint response needs evidence and owner review. Technical facts need a qualified review of this draft. The case explicitly requires an owner decision. A qualified fact check for this exact draft is still outstanding. Decision owner: Martin Shaw
Complaint escalation rule Engineer fact-check rule Owner approval fallback
Owner review required Case owner: Emma Price
Oakbridge Lettings Multiple gas safety certificates need organised handover
Read the prepared draft Please send the property list, access contacts and due dates so Emma can organise the next safe step. Wording to hold: We can cover every property next week.
Why this is held Instruction authority and responsibility need owner review. Decision owner: Martin Shaw
Landlord / tenant rule
Owner review required Case owner: Martin Shaw
Nisha and Tom Reeves Emergency leak needs triage before attendance wording
Read the prepared draft We’ll call to clarify the safest immediate next step and confirm what information the engineer needs. Wording to hold: We’ll definitely be there within the hour.
Why this is held The case explicitly requires an owner decision. Timing or arrival wording needs the owner's review. Decision owner: Martin Shaw
Owner approval fallback Same-day promise rule
Owner review required Case owner: Martin Shaw
Elsie Warren No heating with vulnerable occupant context
Read the prepared draft We’ll call promptly to understand the situation and confirm the safest next step. Wording to hold: A guaranteed priority arrival without checking capacity.
Why this is held The case explicitly requires an owner decision. Timing or arrival wording needs the owner's review. Vulnerable-customer context needs owner review. Decision owner: Martin Shaw
Owner approval fallback Same-day promise rule Vulnerable customer rule
Owner review required Case owner: Dan West
Pavilion Dental Rooms Safety wording needs engineer fact check
Read the prepared draft A qualified engineer needs to assess the details before we confirm safety guidance. Wording to hold: It should be safe to keep using.
Why this is held Technical facts need a qualified review of this draft. Safety wording needs a qualified fact check and owner review. The case explicitly requires an owner decision. A qualified fact check for this exact draft is still outstanding. Decision owner: Martin Shaw
Engineer fact-check rule Gas-safety wording rule Owner approval fallback
Owner review required Case owner: Emma Price
Ben Harwood Same-day radiator repair needs availability check
Read the prepared draft Please confirm the postcode, whether the leak is isolated and your access window so we can check the safest next step. Wording to hold: We can be there today for £X.
Why this is held Price wording needs the owner's review before commitment. Timing or arrival wording needs the owner's review. Decision owner: Martin Shaw
Exact-price rule Same-day promise rule
Owner review required Case owner: Emma Price
Maven Lettings Responsibility is unclear before a tenant visit
Read the prepared draft Please confirm who is authorising the visit, the property address and the invoice contact before we arrange the next step. Wording to hold: We’ll attend and invoice whoever is responsible.
Why this is held Instruction authority and responsibility need owner review. Decision owner: Martin Shaw
Landlord / tenant rule
Owner review required Case owner: Martin Shaw
Rob and Kelly Moore Discount or refund request needs complaint-safe handling
Read the prepared draft We’ve received your message and will review the appointment timeline before confirming the next step. Wording to hold: We’ll refund you immediately.
Why this is held A complaint response needs evidence and owner review. The case explicitly requires an owner decision. Decision owner: Martin Shaw
Complaint escalation rule Owner approval fallback
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.
Customers Team workspace Assignments Control Centre Evidence gaps Handoff packets Business configuration 