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CRM-Attribute Routing

Description

Routes contacts based on data retrieved from the CRM at the moment of contact, such as customer tier, account owner, open case, or recent interaction history. Enables personalised routing decisions that reflect the customer's current relationship with the organisation.

Canonical use case

A wealth management firm routes calls to the relationship manager who owns the client's account by matching the caller's phone number to the CRM account owner field before the agent is even selected.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing