Orchestration Workflow Overview¶

This document describes the end-to-end processing pipeline for emails and cards flowing through the Pebble Business Orchestrator.

Workflow Diagram¶

flowchart TB
    subgraph "1. Ingestion"
        A[📧 Outlook / O365 Sync] --> B[Thread Aggregation]
        B --> C[Sender Verification]
        C --> D[Email Card Creation]
    end

    subgraph "2. Intent Classification"
        D --> E[AI Intent Recognition]
        E --> F{Stream Type?}
        F -->|Sales| G[Sales Kanban Board]
        F -->|Logistics| H[Logistics Board]
        F -->|Tender| I[Tender Board]
    end

    subgraph "3. Validation & Enrichment"
        G & H & I --> J[CIN/PAN/GST Verification]
        J --> K[Entity Master Lookup]
        K --> L[Lead/Customer Score]
    end

    subgraph "4. Action & Sync"
        L --> M{User Decision}
        M -->|Approve Lead| N[Create Lead in CRM]
        M -->|Move to Quote| O[Update ERP / Costing]
        M -->|Archive| P[Historical Archive]
    end

    subgraph "5. Operations"
        N & O --> Q[11:30 AM Work Shifting]
        Q --> R[Escalation / SLA Management]
        R --> S[MOM / Activity Log]
    end

Workflow Stages¶

Stage 1: Ingestion¶

Purpose: Mirror your active mailboxes into a structured workspace without the noise of a traditional inbox. - Office 365 Sync: Real-time webhook listeners for sales@, logistics@, and tender@. - Thread Aggregation: Groups replies into a single "Card" to preserve conversational context. - Card Metadata: Captures attachments, timestamps, and sender history.

Stage 2: Intent Classification (AI)¶

Purpose: Automatically place the card on the right board to ensure the specialist team sees it first. - Natural Language Understanding (NLU): Analyzes the body text for intent phrases (e.g., "Request for Quote", "Tracking status", "NIT"). - Confidence Thresholds: Cards with low-confidence intent are placed in a "Unclassified" queue for human triage.

Stage 3: Validation & Enrichment¶

Purpose: Mitigate risk by verifying the counterparty before any business action is taken. - Identity Verification: Real-time calls to GST/CIN/PAN databases (EML-013). - History Linkage: Checks if this sender exists in Odoo or Zoho CRM. If not, identifies them as a "New Prospect". - Risk Scoring: Flags high-risk leads based on past defaults or blacklists.

Stage 4: Action & Sync (The Orchestration Step)¶

Purpose: Perform one-click actions that sync across 5+ systems. - Kanban State Transitions: Dragging a card from Enquiry to Qualified triggers a Lead Creation in the CRM. - Bidirectional Sync: If a sales rep updates a phone number in Zoho CRM, the Pebble Card updates instantly. - Conflict Resolution: Ensures that manual "Card" status takes precedence over "AI" suggestions.

Stage 5: SLA & Work Shifting¶

Purpose: Maintain operational velocity. - 11:30 AM Work Shifting: Automates the redistribution of "unclaimed" cards to available reps to hit same-day response targets. - v-SLA Monitoring: Visual timers on cards that turn red if an action is pending beyond the agreed turnaround time.

User Personas¶

1. Sales / Business Development Rep¶

• Goal: Convert email enquiries into won deals.
• Workflow: Kanban triage → CRM Sync → Quotation Generation.

2. Operations / Logistics Coordinator¶

• Goal: Move orders from "Closed Won" to "Delivered".
• Workflow: Order card movement → Driver dispatch → Route planning.

3. Tender Manager¶

• Goal: Track bid compliance and deadlines.
• Workflow: Tender screen → Entity selection → Bid status tracking.

4. IT / System Admin¶

• Goal: Monitor system health and integrations.
• Workflow: Connector status check → Error logs → API key management.

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