Illustrative evidence dossier / Lead router
Lead router from messy inbox to booked call.
This dossier demonstrates the proof format used to review an agent workflow: decision rules, failed behavior, correction, regression cases, and handoff files.
Problem
Buyer questions, support requests, spam, and vague “tell me more” messages arrive in one queue. A wrong route can create a customer promise, expose private context, or send an inappropriate checkout link.
Decision contract
The agent may classify and draft. It may not promise an outcome, approve a refund, or send a checkout link below the agreed confidence threshold. Uncertain and sensitive messages always enter human review.
Observed failure
The first sample rule set treated strong buying language as sufficient evidence and over-qualified messages that also contained unresolved support questions.
Correction
The route now checks intent conflicts before buyer confidence, asks one clarifying question when evidence is incomplete, and records the rule that caused the final lane.
Regression evidence
| Test input | Expected lane | Required behavior |
|---|---|---|
| Pricing question with clear project scope | Buyer review | Draft a reply, cite the matched rule, wait for approval. |
| Existing customer with a billing problem | Support | Never attach a sales link; preserve the support context. |
| Interested message with missing timeline | Clarify | Ask one bounded question rather than guessing urgency. |
| Mixed sales and refund request | Human review | Take no automated action and surface both intents. |
Reusable Files
AGENTS.md routes/lead-router.md tests/lead-router-cases.json deploy/checklist.md handoff/operator-notes.md