Keep referring dentists in the loop.
Referral updates get buried between systems.
Est. deploy 4–6 weeksSee the walkthrough
Client Communication · Financial Services
Send service requests to the right licensed team.
Routine requests and trade instructions share an inbox.
For: Client service leads and the team responsible for client communication in financial services.
01 · The outcome
What good looks like.
The team has a routed service ticket with the original instruction preserved, with source evidence and an explicit approval before any external action. Track requests reaching the correct reviewer against a baseline; do not assume automation improves it.
A connected workflow that uses message and approved routing rules to distinguish administrative requests from instructions requiring licensed review and urgent escalation. It produces a routed service ticket with the original instruction preserved.
Where AI helps, and where a person decides.
AI can distinguish administrative requests from instructions requiring licensed review and urgent escalation. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The client service lead verifies the source facts and approves the final action.
Client service lead is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Client service lead: Capture the source and scope
- Client service lead: Review the proposed outcome
- Client service lead: Release only the approved version
- Client service lead: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: A client service message arrives. Connect only message and approved routing rules. The client service lead confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to distinguish administrative requests from instructions requiring licensed review and urgent escalation. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a routed service ticket with the original instruction preserved against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Client service lead has recorded approval or a reason to hold the item.
After explicit approval, save a routed service ticket with the original instruction preserved in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review requests reaching the correct reviewer each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=finance-service-routing
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- FINANCE-SERVICE-ROUTING-DEMO-001
- Trigger
- A client service message arrives.
- Owner
- Client service lead
- Prepared output
- a routed service ticket with the original instruction preserved
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- Requests reaching the correct reviewer
Start with your tools.
Connect Salesforce, Microsoft 365, Compliance archive through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
- For financial or insurance work, a properly licensed professional approves recommendations, coverage, suitability and binding actions. Apply the firm's supervision, retention and advertising rules.
Try this week / no DAVID required
A useful first step.
This week, have your client service lead time five examples of this work. Use redacted copies of message and approved routing rules to make a routed service ticket with the original instruction preserved manually, then list which fields required judgment.
What to measure.
- Requests reaching the correct reviewer
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
Related workflows.
Route post-visit questions to the right person.
Clinical questions get mixed with billing requests.
Est. deploy 4–6 weeksSee the walkthrough
Send the right approved visit instructions.
Patients receive instructions for the wrong visit type.
Est. deploy 4–6 weeksSee the walkthrough
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