An Approval Queue for Owner-Run Shops: A Minimal State Machine

Описание и применение

Система очереди утверждения для владельцев небольших бизнесов, позволяющая быстро отвечать клиентам, но не отправлять сообщения, содержащие цены, скидки или даты, без ручного одобрения.

Задача

Owner‑run small businesses need fast customer responses without risking unsanctioned messages, especially for price, discount, delivery or appointment details.

Результат

Implemented an approval queue that routes sensitive messages to human review, logs approver data, escalates delays, and integrates with common CRMs and WhatsApp providers, reducing refund disputes.

Рабочий процесс

• Receive inbound event
• Deduplicate and upsert enquiry
• If money language needed, enqueue for approval with draft
• Else if confidence below threshold, enqueue for human review
• Else apply safe update and send
• Escalate if queue time exceeds N minutes during opening hours
• Log approver ID and timestamp on approval
• Send approved message
• Reject or escalated paths handled accordingly

Доказательства

Anything with a price, discount, delivery date or appointment slot never auto-sends.

Источник

Approver id and timestamp are mandatory log fields. When a customer says "your assistant told me", you can look it up.

Источник

If an item sits in the queue longer than N minutes during opening hours, it escalates to a second person.

Источник

For a small shop, the "database" is often a spreadsheet or a lightweight CRM. That is fine.

Источник

We integrate with all major CRMs (for example HubSpot, Zoho, Salesforce, Pipedrive and Freshsales, plus custom CRMs or Google Sheets setups) and work with all major WhatsApp Business providers and the official WhatsApp Business API (for example Meta Cloud API, Twilio, Gupshup, Interakt and WATI).

Источник