- Starting input
- A customer question in English, Urdu or Roman Urdu, using a permitted service information set.
- Permitted work
- Prepare a draft supported by the approved information. Keep staff review for unclear requests or changes to a booking, price or customer record.
- Exception route
- Ask for clarification or hand off when the answer is missing, contradictory or outside the allowed task. Do not make up a delivery date or price.
- Evidence to review
- The source used, draft reply, staff decision and time spent reviewing both straightforward and difficult questions.