What business context should developers map before designing routing tasks?

Use this checklist to define the business decisions that a routing agent will encounter before choosing a model or building a task pack.

- Identify where requests enter and how channels differ. - Separate request topics from required business outcomes. - Mark decisions reserved for authorised human roles. - Locate handovers that require explicit acceptance. - Define fallback ownership when no destination fits. - Record what requesters need to hear after routing.

The map should describe decisions rather than reproduce an organisational chart. A retail returns process might involve store staff, delivery support and warranty assessment, but listing those teams does not explain when responsibility changes. Developers need the conditions that make each destination appropriate and the evidence required to choose it.

Pay particular attention to gaps between teams. A request that fits no category still needs an owner; otherwise, uncertainty becomes silent abandonment. Similarly, a channel may permit collecting information without permitting a formal case assignment.

A generated release could turn the mapped boundaries into tasks with different permitted outcomes. This helps buyers decide whether they need an intake assistant, an assignment agent or an agent that manages the full handover.