DecionisDevelopers
Workflow overlay

Sales / Service / Ops Decisions

Govern customer-facing escalation and service operations decisions inside frontline workflows.

Key
sales_service_ops
Version
sales_service_ops-v1
Rules
2
Domain
CUSTOMER_SERVICE_OPERATIONS
Every packHow a pack decides

Rules, in the order the evaluator tries them

Highest priority first. The first rule whose conditions all hold decides; with none, the decision is a REVIEW.

  1. Evidence completeness gate

    priority 120

    evidence-required · CUSTOMER_SERVICE_OPERATIONS

    When
    • evidence.attachments < 1
    Then

    REQUEST_INFO → REVIEW · elevated · SLA 45 min

    Do not finalize high-consequence decisions without evidence.

  2. Owner and escalation accountability

    priority 100

    owner-accountability · CUSTOMER_SERVICE_OPERATIONS

    When
    • intake.owner exists
    Then

    REQUIRE_REVIEW → REVIEW · routine · SLA 60 min

    Every routed decision must have a named accountable owner.

Evaluate under it

Locally, with @decionis/mcp: the payload becomes the request's context, and its action the decision type. On the hosted protocol, once the bundle is stored for your organization, name vertical_pack, policy_version and require_exact_policy_version: true.

decionis_evaluate arguments

{ "policy_pack": "sales_service_ops", "payload": { "action": "<decision type>" } }

In a hosted evaluate-decision request

"vertical_pack": "sales_service_ops",
"policy_version": "sales_service_ops-v1",
"require_exact_policy_version": true

Workflow keys that resolve to this pack: sales_service_ops.

What its rules read

Every fact below comes from the request's context.

  • evidence.attachments
  • intake.owner

Signals it maps

  • decision_cycle_countservice_ops_workflow
  • escalation_ratioservice_ops_workflow
  • evidence_completeness_rateservice_ops_workflow