Draw the current handoff
Record the enquiry source, required fields, qualification step and destination owner. Include out-of-hours arrivals and unavailable staff. Identify where information is copied manually or where an enquiry can wait without a visible owner.
Lead routing and exception handling
Inspect validation, duplicate checks, destinations and exception handling.
Define the automation boundary
Automate predictable routing and reminders while keeping judgement-dependent decisions with people. Specify duplicate handling and what happens when data is incomplete. A workflow must know when to stop as well as when to start.
Test failure and recovery
Use safe sample enquiries to check normal delivery, repeated events and unavailable destinations. Give unresolved exceptions a visible queue. Hand over monitoring and recovery instructions so the workflow remains understandable after launch.
Put the guidance to work
Capture your starting point, assign an owner to the next action, and decide what evidence will confirm that it worked.
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