Tentacles V1 Workflow¶

Purpose¶

This document makes the first Tentacles workflow concrete.

First Workflow¶

The first live workflow is for TV Mount Australia.

It should handle:

customer enquiries
basic qualification
booking-adjacent requests
operator escalation when the system is uncertain or the action should be reviewed

Primary Customer Paths¶

WhatsApp¶

customer sends a WhatsApp message
workflow identifies tenant and request type
system attempts knowledge-assisted response
if confidence is high and the reply is safe, respond
if confidence is low or review is needed:
send holding response
create or update internal review queue
notify operator

Email¶

customer sends an email
workflow identifies tenant and request type
system attempts knowledge-assisted response
if confidence is high and the reply is safe, respond
if confidence is low or review is needed:
send holding response if appropriate
create or update internal review queue
notify operator

Operator Workflow¶

The first operator model is:

internal review queue
human notified by email or WhatsApp when queue is not empty
customer receives a holding response while waiting

The operator must be able to:

review the request
approve or replace the response
trigger next step for booking-related handling

Booking Boundary¶

For the TV Mount Australia pilot, booking integration is expected through Google Calendar.

The first booking-capable workflow does not need full autonomous scheduling. It only needs a controlled path that moves from enquiry to human-reviewed booking action.

V1 Success Criteria¶

V1 is successful when it can:

receive real inbound messages
answer from approved knowledge
create a real queue when needed
notify a human operator
support a controlled booking-related path
demonstrate one useful end-to-end pilot for TV Mount Australia

Explicit Non-Goals For V1¶

full voice integration
broad web chat rollout
self-service tenant onboarding
perfect automation without operator review
one full stack per tenant