WF-01 — Lead Intake & Assignment

Owner: Sales Manager — Rashid Al Farsi · Trigger: new enquiry from any connector or channel · Captures, normalizes, checks consent, scores and routes every lead to one accountable agent with an SLA task.

WF-01 CRM-01 CRM-04

Intake monitor Routing rules

Instances (30d)

1,412

1,388 completed · 24 in flight

Quarantined payloads

Schema or spam — held for review

Unassigned pool now

3 within routing SLA · 3 waiting on skills

Median route time

42s

Target ≤ 10m (policy SLA-CRM-01)

Manager overrides (30d)

All with reason + rule snapshot

Happy path — process mapDefinition v5 · active since 12 May 2026

New enquiry (portal / web form / WhatsApp / PBX / walk-in)→ Capture (idempotency key per source event)→ Normalize & dedupe (phone/email + fuzzy match)→ Gate: consent / DND check→ Score (fit + intent)→ Route (rule engine — branch, skills, language, capacity)→ Agent notified · SLA task created with decision explanation

Dedupe links to the existing customer and retains the new source event (CRM-02). Every automated or manual assignment stores rule, reason and override (CRM-04); duplicate suspects are held from routing until reviewed.

Exception paths3 controlled exits

Connector delivers payload→ Schema / spam validation fails→ Quarantine — held on intake monitor, no lead created until steward review

Route (rule engine)→ No eligible agent (capacity / skills / branch)→ Unassigned pool — routing SLA timer keeps running; manager assigns with reason

Source webhook / poll fails→ Retry with exponential backoff (idempotent)→ Max retries exhausted→ Dead-letter queue — replay from lead connectors after fix

Owner & definition (§8.3)

Workflow ID: WF-01 · Lead intake and assignment
Owner: Sales Manager — Rashid Al Farsi
Definition version: v5 · active · published via WF-00 on 12 May 2026
Trigger: New enquiry event from any registered source (CRM-01 channel inventory)
Preconditions: Source registered with idempotency key contract · routing rule set active · consent purposes configured
Terminal outcomes: Assigned with SLA task · Quarantined · Suppressed (DND, evidence kept) · Merged into existing customer
Required evidence: Raw payload + idempotency key · normalization/dedupe result · consent decision log · score inputs · routing decision (rule, reason, override)

Controls (Table 14, expanded)4 control families

Control	Enforcement	Evidence
Idempotency Per source event	Duplicate webhook deliveries collapse onto one lead; replays never create twins	Idempotency key on event log
Assignment reason CRM-04	Every automated or manual assignment stores rule, reason and override; manual assignment requires a typed reason	Decision record on lead
SLA Routing + first response	Routing ≤ 10 m, first response ≤ 15 m; timers visible on lead inbox	SLA timer history
Manager override Controlled	Override re-routes but records rule snapshot + reason; consent/DND can only be overridden with documented lawful basis (CRM-03)	Override entry in audit

Exception paths & recovery

Exception	When	Recovery
Quarantine invalid payload	Schema violation, spam score > 0.9, or missing mandatory contact field	Data steward reviews on intake monitor; fix mapping and replay, or discard with reason
Unassigned lead pool	No agent matches branch/skills/capacity (e.g. AR speaker required)	Manager bulk-assigns from lead inbox with override reason; routing SLA keeps counting
Retry connector	Source timeout / 5xx from portal API	Exponential backoff ×5, then DLQ; replay is idempotent from connectors
Duplicate suspect held	Fuzzy match ≥ 0.85 against existing party	Steward confirms merge (reversible, with evidence) or splits; source event retained either way

Timers & escalation (§8.3)

Business calendar: Intake runs 24/7; agent SLA tasks follow branch calendar (Dubai HQ: Sun–Thu 09:00–18:00, Asia/Dubai)
Routing warning: Unrouted > 7 m → amber on intake monitor, team leader notified
Routing breach: > 10 m → escalate to Rashid Al Farsi; lead pinned atop unassigned pool
First-response warning: > 70% of 15 m budget → nudge assigned agent (in-app + WhatsApp)
First-response breach: > 15 m → manager escalation, breach logged to RPT-03
Rework: Quarantined items > 24 h → daily digest to data steward and integration owner

Screens involved

Step	Screen	Role
Capture / quarantine	Lead Intake Monitor	Data steward · integration owner
Connector health / DLQ	Lead Connectors	Integration owner
Consent / DND	Consent & Preferences	Privacy · marketing
Routing rules	Routing & Assignment	Sales manager
Work the lead	Lead Inbox → Lead Workspace	Agent
Dedupe target	Customer 360	Agent · steward

Worked instance — LD-2026-04512 · Amina NoorCompleted · SLA met

2026-07-14 10:14

First response by Omar Haddad — 9 m (SLA met)

Call logged, outcome “interested — 2BR Marina view”; next task: shortlist. Instance terminal: Assigned · responded
2026-07-14 10:05

Routed by rule LR-07 (round robin · DXB · EN) → Omar Haddad

Decision explanation stored: capacity 7/10, language EN, branch match. SLA task T-99120 created (15 m). No override.
2026-07-14 10:04

Scored 82/100 · segment “Hot — end user”

Inputs: budget AED 1.8–2.0 M, area Marina District, source quality weight 0.8 (Website).
2026-07-14 10:03

Consent gate passed

Marketing consent captured on form v3 (purpose: property offers, channels: email + WhatsApp); no DND flags.
2026-07-14 10:03

Normalized & dedupe clean

Phone normalized to +971 50 123 4472 · no match ≥ 0.85 in party master · new party PTY-0044821 drafted.
2026-07-14 10:02

Captured from Website form — instance started

Campaign “Summer Marina 2026” · idempotency key web-f3a9c1e0-0714 · raw payload archived.

Note the later duplicate: WhatsApp lead LD-2026-04530 (“Aamina Noor”, same phone) matched 0.92 on 17 Jul and is held from routing pending merge review — the exception path in action.

Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 (§8.2 Table 14, §8.3, CRM-01/02/03/04) · Covers: WF-01, CRM-01, CRM-04.