Workflows

How a conversation becomes a trackable piece of work your team can act on, and what SIMCOAI will not decide on your behalf.

Idea

A call is not the deliverable

Answering the phone is the easy half. The value is that the call leaves behind a record with enough detail to act on, rather than a note saying "customer rang about an order".

Refund: A customer wants money back. See refunds.
Booking: A customer wants an appointment. See bookings.
Order query: A customer wants to know about an order. See order support.
Escalation: A customer needs a person. See escalations.

Shared

What every workflow carries

Whatever the type, the record holds the same spine so your team never has to go back to the customer for basics.

Element	Purpose
Transcript	What was actually said, in case a summary lost nuance
Contact details	So you can reach them without replaying the call
Verification state	Whether the customer was confirmed - see verification codes
Evidence	Any proof uploads attached
Status	Where it has got to
Audit trail	Who changed what, and when

Boundary

The line SIMCOAI does not cross

Careful. SIMCOAI captures, verifies, gathers evidence and summarises. It does not approve refunds, confirm bookings you have not authorised it to confirm, or make a judgement call on a complaint. A person decides, and your own policy governs the outcome.

Protection

Why you will not get duplicates

A caller who rings twice, an integration that retries, or a chat that repeats a request will not produce two refunds for the same order.

Through the API this surfaces as 409 WORKFLOW_DUPLICATE, which means the work already exists and should be treated as success - see idempotency.

Outward

Getting workflows into your own systems

Two directions, depending on whether you want to push or be told.

Pull or push via the API - see API overview.
Receive events as they happen via webhooks, which is preferable to polling.