Further System Instructions: Lead Workflow, Follow-Ups, Franchise Allocation and Provincial Oversight Hi Dayne, Thank you for the work done to date. I have now refined the required business logic further, and I need the next development structure to reflect the following clearly and precisely. Please treat this as a formal instruction for the workflow design and not merely as a general discussion point. The system must be built in a way that protects the client, the Province, the Franchise structure, and the integrity of the Licentia platform as a whole. 1. Automated 21-Day Follow-Up Structure I agree with the inclusion of an automated follow-up structure. It is practical, professional, and gives the prospective client sufficient opportunity to engage without the system becoming intrusive. The system rule must be as follows: Where a prospective client has: * submitted an enquiry; * requested assistance; or * downloaded the cell phone app, and no full engagement, quotation request, or meaningful response has yet been received, the system must trigger 3 automated follow-ups, each 7 days apart, over a total cycle of 21 days. For purposes of calculating the 21-day cycle, this must be based on working days only, namely Mondays to Fridays. Saturdays and Sundays are not to be counted in the calculation. The follow-up timing must therefore be: * Day 7 – Friendly and direct reminder * Day 14 – Assistance-focused follow-up with contact preference options * Day 21 – Final courteous follow-up asking the client how they wish to proceed If there is still no response after the third automated follow-up: * the enquiry must be marked as Inactive Lead / No Response; * it must remain visible on the system; * and the Provincial Head Office must still be able to review and reactivate it if the client later responds. This status must not result in deletion, archiving beyond view, or loss of monitoring capability. 2. Automated Follow-Up Message Content The wording of the automated messages is important and must not be weak or overly passive. The messages must guide the prospective client toward action in a structured and practical way. The required content is as follows: Follow-Up 1 – Day 7 Subject: Your Licentia enquiry is ready to move forward Dear [First Name], Thank you for your enquiry with Licentia. We are ready to assist you with your licence, permit, certificate, or compliance matter. To help us move your enquiry forward, please reply to this message with one of the following: CALL – if you would like a consultant to phone you EMAIL – if you would prefer assistance by email WHATSAPP – if you would prefer assistance by WhatsApp If you are already using the app, you may also continue directly there. Kind regards, Licentia Franchise SA Follow-Up 2 – Day 14 Subject: We can assist — please choose your preferred contact method Dear [First Name], We are following up on your enquiry with Licentia. Your matter remains open, and we are available to assist you further. Where licensing or compliance support is required, early engagement often helps avoid unnecessary delay in the process. Please reply with your preferred contact method: 1 – Phone call 2 – Email 3 – WhatsApp Once you reply, we will know how to assist you most effectively. Kind regards, Licentia Franchise SA Follow-Up 3 – Day 21 Subject: Final action required on your Licentia enquiry Dear [First Name], We are following up regarding your enquiry with Licentia. We remain ready to assist you, but we require direction from you in order to proceed further. If you still require assistance, please reply with one of the following: PROCEED – if you want us to continue assisting you CALL – if you want a consultant to contact you CLOSE – if you do not require assistance at this stage If we do not hear from you, your enquiry may be marked inactive for now, but you are welcome to return at any time. Kind regards, Licentia Franchise SA These follow-ups must be configurable in the system and linked to the lead status logic. 3. System Logic for Franchise Involvement The client is not owned by a franchise. Instead, once a client requests a quotation or wishes to proceed with a business matter, the system must require the following allocation information: * Business trading name – if applicable * Province – this is mandatory and of utmost importance, as it determines the correct provincial jurisdiction for the matter * Town – this is also mandatory and of utmost importance, as it determines which franchise is authorised to service that business within the relevant area Once the client enters the Province and Town, the system must automatically link that business or enquiry to the correct franchise responsible for servicing that area. This is a critical allocation step and must be controlled accurately. Once allocated, that franchise may: * contact the prospective client; * prepare a quotation; and * manage that specific business matter. 4. Franchise Response Obligation Once an enquiry has been allocated to a franchise, the system must immediately notify the relevant Franchisee. The Franchisee must make contact with the prospective client within 24 hours. The system must then require the Franchisee to record feedback confirming what action was taken. The mandatory feedback options must include at least: * Phone call made * Email sent * WhatsApp sent * Visited the Client * Other action taken The purpose of this is to create measurable accountability and prevent passive allocation without service delivery. 5. Escalation After 24 Hours If no feedback is captured on the system within 24 hours of allocation, the system must automatically escalate the enquiry to the Provincial Head Office. The escalation must include: * the full enquiry details; * the details of the allocated Franchisee; and * confirmation that no follow-up feedback was submitted within the required time. The Provincial Head Office must then be able to: * take over the enquiry directly; * contact the prospective client; and * capture the required feedback on the system. The original Franchisee must be able to see on the system that the Provincial Head Office has intervened and submitted the follow-up feedback. This is required for: * accountability; * discipline; * service delivery monitoring; and * quality control. The intervention must be visible in the audit trail. 6. Existing Clients and Restricted Access If a franchise requires access to an existing client or matter that it does not currently have access to: * it must submit a formal request through the system; * the Head Franchise must oversee and approve or decline that request; and * the system must record the request and the outcome. This prevents rogue behaviour and unauthorised interference. No franchise may simply take over a client or business matter without proper authorisation. 7. Provincial Head Franchise Monitoring and Oversight The Provincial Head Franchise must not merely have reporting access. A specific lead-monitoring and oversight function must exist on the Provincial Head Office system, enabling the province to monitor: * all new leads; * all follow-ups; * all allocations; * all escalations; and * all outstanding actions. The system must therefore create a provincial lead-based monitoring structure so that Provincial Head Office can clearly see: * what new leads have entered the system; * which leads have been followed up; * which leads remain inactive; * which franchise has been allocated a particular enquiry; * whether the Franchisee has provided feedback within the required time; and * which matters have been escalated due to non-performance. The Provincial Head Franchise must be able to: * monitor new leads; * follow up on inactive leads, or assign them where appropriate; * approve franchise access requests where necessary; * oversee change requests to client information; and * prevent abuse, manipulation, neglect, or unfair conduct within the system. They cannot only view reports and statistics. There must be an active administrator or responsible person managing these functions within the provincial system. 8. Why This Control Is Necessary Without this level of oversight: * franchises may misuse client data; * leads may be ignored; * rogue users may attempt to access clients unfairly; * service failures may go unreported; * conflict between franchises may arise; and * the integrity of the system may be undermined. This structure protects: * the client; * the Licentia brand; * the province; * the franchise system; and * the integrity of the platform as a whole. 9. Additional Development Requirement I want these requirements to be converted into a proper workflow specification for build purposes. The next version must therefore clearly include: * lead statuses; * automated follow-up triggers; * working-day timing rules; * franchise response deadlines; * escalation rules; * provincial monitoring permissions; * access request controls; and * audit trail requirements. Please do not treat the above as conceptual only. I want these points incorporated into the actual system logic and reflected in the next formal workflow structure for development. Please review, structure this properly in system-development format, and revert with the updated workflow logic for approval.