PROCESS NOTE · Updated
Give customer requests a clear next step.
Scope capture, responsibility and escalation before adding an assistant.
Start with the request
Decide which requests the workflow can accept and what information is needed to move each one forward. Keep the scope understandable to the person using it.
Preserve the context
Keep attachments and relevant history with the request. A handoff should make the owner and the next action visible.
Set boundaries for automation
An assistant may prepare a summary or suggest a classification. Define when a person must review the result and who is allowed to communicate or commit an action.
General design guidance. Examples describe approaches to scope, not measured customer results.