Implementation Handoff · Representative Example
Lead Acknowledgement and Routing
A controlled workflow that moves supported inquiries from phone and web intake to a complete, owned human next action.
Delivery Decision
The workflow is accepted for supported cases with defined human review and manual recovery.
The release handles approved phone and form inquiries, creates a normalized record, requests supported missing details, checks service-area and request-type rules, and prepares the CRM task. It does not approve pricing, commit service, determine safety, resolve complaints, or dispatch work.
18 / 18Synthetic supported-case tests passed
9 / 9Synthetic exception and failure tests passed
Human releaseProduction expansion requires owner approval
System Boundary
What is included, excluded, and still owned by people.
| Boundary | Included | Excluded or escalated |
|---|---|---|
| Channels | Approved missed-call webhook and website service form | Social messages, third-party marketplaces, unsupported attachments |
| Requests | Supported service inquiries within configured service areas | Emergencies, unsafe conditions, complaints, unusual or ambiguous requests |
| Actions | Acknowledge, collect supported details, normalize, check, create task, notify owner | Price, promise availability, approve eligibility, dispatch, close complaints |
| Data | Contact, source, location, request, availability, transcript, consent context, workflow history | Payment data, health data, unrelated customer history, unapproved free-form uploads |
| Systems | Telephony event, website form, CRM, team notification channel | Accounting write-back, workforce scheduling, vendor purchasing |
Acceptance Evidence
Release is tied to observable behavior—not a feature checklist.
| Acceptance criterion | Evidence | Release result |
|---|---|---|
| Every supported event receives one durable workflow record | Duplicate, retry, and replay test set | Passed |
| Source, transcript, consent context, and received time are preserved | Field-level trace across phone and form cases | Passed |
| Unsupported or consequential requests stop automatic progression | Emergency, complaint, unknown service, and low-confidence cases | Passed |
| CRM failure cannot silently lose the inquiry | Timeout, authorization failure, rate-limit, and recovery tests | Passed |
| An accountable person can view, take over, correct, and close every item | Role and recovery walkthrough with operating owner | Passed |
| Response and conversion measures reconcile to source records | Synthetic reporting reconciliation | Monitor 30 days |
Exception and Recovery Matrix
Failure behavior is part of the implementation.
| Condition | System response | Owner and recovery |
|---|---|---|
| Required detail missing | Request only the supported missing information; keep item open | Coordinator reviews after configured attempts |
| Low-confidence transcript or classification | Do not infer; attach source and create review task | Customer Operations queue |
| Emergency, unsafe condition, or complaint | Use approved acknowledgement and priority escalation; stop routine path | On-duty human under operating policy |
| CRM write failure | Retry idempotently, alert, retain durable record, expose reconciliation state | System owner restores or enters manually |
| Notification channel unavailable | Keep CRM task authoritative; alert through fallback channel | System owner confirms delivery state |
| Rules or service coverage uncertain | Mark unsupported; do not promise service | Coordinator decides and updates source rule if approved |
Ownership Inventory
The client can identify every dependency and accountable owner.
| Asset or dependency | Operating owner | Handoff record |
|---|---|---|
| Workflow source and configuration | Client-designated technical owner | Repository, release identifier, configuration guide, change procedure |
| Rules and approved response content | Customer Operations Manager | Named source, version, approver, review schedule, change log |
| Provider accounts and billing | Client administrator | Account inventory, plan, administrator, renewal, access-revocation procedure |
| Credentials and secrets | Client administrator | Secret locations and rotation instructions; no secret values in the handoff |
| Monitoring and exception queues | System owner and process owner | Alert destinations, service checks, queue ownership, response procedure |
| Documentation and training | Process owner | Runbook, operator guide, administrator guide, training attendance, recording if approved |
Actual ownership, licensing, repositories, credentials, and support obligations are governed by the applicable engagement documents and third-party terms.
Operating Runbook
What the owner does when the system is healthy, uncertain, or unavailable.
Daily
Review priority exceptions, stalled items, failed writes, unresolved contacts, and items awaiting human authority.
Weekly
Reconcile source counts, CRM records, duplicate rate, acknowledgement time, completeness, ownership, and correction patterns.
After change
Retest supported cases, exceptions, permissions, integrations, fallback, measurement, and operator takeover before expansion.
Training and Adoption
People know what the system does—and what it refuses to do.
| Audience | Required capability | Evidence |
|---|---|---|
| Coordinators | Review context, take ownership, correct records, resolve supported exceptions, reach manual recovery | Scenario walkthrough and operator checklist |
| Managers | Review service and quality measures, approve rule changes, investigate loss or correction patterns | Management dashboard and decision guide |
| Administrators | Manage access, providers, alerts, credentials, configuration, release, and revocation | Administrator runbook and ownership confirmation |
First 30 Days
Expand only after reliability, adoption, service, and economics reconcile.
| Measure | Baseline or definition | Decision use |
|---|---|---|
| Supported-case coverage | Eligible events entering and completing the designed path | Identify scope gaps without silently broadening automation |
| Exception and correction rate | Cases requiring human review, correction, replay, or manual entry | Assess reliability, rule quality, and operating burden |
| Acknowledgement and assigned-owner time | Source event to approved acknowledgement and accountable task | Measure workflow mechanics, not promised conversion |
| Completeness and recovery | Required fields present and failed writes reconciled | Guard service quality while reducing handling |
| Capacity and operating cost | Observed handling time, correction time, vendor cost, support, and administration | Validate whether economic value justifies continued operation |
Open Items and Sign-Off
Acceptance does not hide remaining decisions.
Open items: confirm the 30-day rule-review owner, validate final provider billing alerts, and decide whether marketplace inquiries belong in a later phase. These items do not block the current supported scope.
Representative sign-off: process owner accepts supported production use; technical owner accepts the runbook and recovery path; expansion requires the 30-day review and a separately approved scope.