Playbook 01 · Intake
Triage inbound work without losing context
Turn an incoming request into a named next action without asking a person to reassemble the story from scratch.
When to use it
Use when requests arrive through several tools and the next owner is not always obvious.
The playbook
Put the same rules in front of people and AI.
- Owner
- The operator who owns the next work queue.
- Approved work
- Collect the request, source evidence, urgency, and stated outcome into one brief.
- Wait point
- Route only after the required context or an owner is missing.
- Receipt
- A linked source record, chosen lane, named owner, and reason for the decision.
The runbook
Execute the decision without losing the boundary.
- 01
Capture the request exactly as it arrived and keep the source link attached.
- 02
Classify the requested outcome, urgency, and decision needed.
- 03
Name the next owner or mark the handoff as waiting for assignment.
- 04
Attach the routing reason so the receiving owner can inspect the decision.
What this prevents
Make the opposition visible before it takes possession of the work.
Ambiguity
A request arrives without a clear outcome or enough context.
Lost handoff
The next person has to reconstruct the request from several tools.