Domos Digital

Illustrative workflows

Five examples of work worth examining.

Each example below shows what starts the workflow, the order it runs in, what it depends on, where a person takes over and how it would be measured.

These five are illustrations written to be concrete, not products you can buy today, working demos or customer deployments. Whether any of them is buildable in your business depends on an assessment of your systems, interfaces, permissions and risk. Discovery is not limited to these five either; the same approach applies to accounting, HR, procurement, scheduling, compliance reporting, field coordination and any other function where the work repeats.

Voice & appointment handling

A voice or IVR workflow connected to the phone system and calendar you already use, so a caller can finish a simple request in the call rather than waiting for a return call.

What starts it

An inbound call reaches your published business number.

How it runs

  1. Greet the caller and establish what they want in plain speech, with a spoken menu or keypad option always available.
  2. Answer common questions from a source your team approves and keeps current, rather than from open-ended generation.
  3. For a booking change, confirm who is calling against the detail your policy allows, then check the live calendar for genuinely available slots.
  4. Read the proposed time back and wait for the caller to confirm before anything is written.
  5. Write the confirmed booking, send the confirmation your policy allows, and log the call outcome.

What it depends on

Depends on a phone platform that supports programmatic call handling, a calendar or practice system with a usable interface, and an agreed identity check. Each of these is assessed before it is proposed, and a phone system that cannot support it is a legitimate reason not to build this.

The agent handles
On incoming calls, answer FAQs from approved sources, route callers, and book or reschedule appointments after identity, permission and available-slot checks plus caller confirmation.
A person steps in
Hand ambiguous, sensitive or out-of-scope calls to people; no medical, legal or other regulated advice. A failed check leaves the appointment exactly as it was and offers the caller a person.
Business value
Reduce routine call handling and booking delays, giving staff time for complex customer needs and revenue-generating conversations.
Measured by
Routine call resolution, booking accuracy, handoff rate and staff handling time.

Invoicing & accounts receivable

A capture-and-chase workflow across invoice intake and receivables follow-up, where everything that touches money stays a human decision.

What starts it

An invoice arrives in a monitored mailbox or folder, or a receivable passes an agreed due date.

How it runs

  1. Read the invoice and extract the fields your finance process needs, with a confidence score on each one.
  2. Match against the purchase order, contract or customer record, and check for a duplicate already in the ledger.
  3. Prepare a draft entry for review where the match is clean; hold anything uncertain rather than guessing.
  4. For an overdue balance, send only the reminder your policy already approves, on the schedule it already defines.
  5. Keep a record of what was read, matched, drafted and sent.

What it depends on

Depends on accounting software with an interface that permits reading and drafting, agreed matching tolerances, and a named approver. Posting rights and payment rights are deliberately excluded from the workflow.

The agent handles
Extract invoice fields, match approved records, prepare draft accounting entries and send only rule-approved payment reminders.
A person steps in
People resolve mismatches and disputed invoices, approve ledger posting and authorize any money movement. No payment is initiated, released or altered without an explicit human decision.
Business value
Keep receivables work moving and reduce rekeying, giving finance staff capacity for cash-flow decisions and customer account resolution.
Measured by
Invoice processing time, match accuracy, overdue balance and exception workload.

Document, form & email capture

An intake workflow that turns incoming documents, forms and emails into validated records, with an explicit confidence threshold deciding what is written and what is held.

What starts it

A document, form submission or email arrives in a monitored intake location.

How it runs

  1. Identify the document type and pull only the fields the workflow is permitted to read.
  2. Check formats, required values and internal consistency, and look for an existing record it may duplicate.
  3. Write the record into the authorized system when confidence clears the agreed threshold.
  4. Queue anything below the threshold, conflicting or incomplete for a person, with the source document attached.
  5. Record what was written, what was held and why.

What it depends on

Depends on legible source documents, a destination system that accepts writes through a supported interface, and an agreed threshold. Handwriting, scans of poor quality and highly variable layouts lower accuracy and are worth testing before committing.

The agent handles
Extract permitted fields, check formats and duplicates, then write validated records above agreed confidence thresholds into authorized systems.
A person steps in
Hold low-confidence, conflicting or incomplete records for review before writing; escalate access or validation failures rather than retrying indefinitely.
Business value
Make accurate records available sooner, giving staff more capacity for customer onboarding, service and revenue work.
Measured by
Capture-to-record time, correction rate, duplicate rate and review time.

Sales & service follow-through

A triage and follow-through workflow across inbound inquiries and due follow-ups, where routine acknowledgments may go out unattended and anything negotiated does not.

What starts it

An inquiry arrives through a monitored channel, or a follow-up reaches its agreed due date.

How it runs

  1. Classify the inquiry by what it is actually asking for.
  2. Capture the permitted details into the customer record so context is not lost.
  3. Route to the right owner using the rules your team agreed, not an inferred guess.
  4. Send the acknowledgment or follow-up your policy already approves, through an authorized channel.
  5. Flag anything unclaimed or overdue to a named owner instead of leaving it in the queue.

What it depends on

Depends on a CRM or ticketing system that supports reading and writing, agreed routing rules, and approved message templates. Rules that only live in an experienced colleague’s head have to be written down first.

The agent handles
Classify inquiries, capture permitted details, route by agreed rules and send policy-approved acknowledgments or follow-ups through authorized channels.
A person steps in
People handle ambiguous requests, sensitive complaints, negotiated pricing and any commitment outside approved policy. Discounts, contractual promises and goodwill gestures are never sent unattended.
Business value
Improve response speed and continuity, leaving sales and service teams more time for relationships, problem-solving and conversion.
Measured by
First-response time, routing accuracy, follow-up completion and conversion rate.

Operations reporting & coordination

A scheduled coordination workflow that compares approved operational sources, reports what disagrees and nudges stalled work, while spending and destructive corrections stay with people.

What starts it

An agreed schedule, or an operational threshold such as a handoff passing its due date.

How it runs

  1. Read the approved operational sources for the period in question.
  2. Compare the records that should agree and isolate the ones that do not.
  3. Assemble the recurring status report in its usual shape, with the exceptions called out rather than buried.
  4. Update only the permitted workflow fields, and notify the owner of an overdue handoff.
  5. Leave a record of what was compared and what it found.

What it depends on

Depends on readable operational systems, agreed reconciliation rules and named owners for each exception. Sources that disagree for legitimate business reasons need those reasons encoded before the report is trustworthy.

The agent handles
On schedule, compare records, assemble status reports, update permitted workflow fields and notify owners of overdue handoffs.
A person steps in
People resolve disputed records and authorize stock purchases, spending or destructive corrections; no such change runs unattended.
Business value
Expose delays and discrepancies earlier, giving operations staff capacity to improve delivery, solve bottlenecks and support revenue growth.
Measured by
Report preparation time, reconciliation exceptions, overdue handoffs and correction rate.

Your workflow, not ours

None of these is quite your process.

That is expected. Describe the work your team actually repeats and we can look at whether it fits this pattern, needs something simpler, or is better left with people. See how we decide.

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