06 · Keep It Moving
Tasks & Escalation
Keeps deals moving and makes sure nothing stalls silently. Anything stuck surfaces automatically to someone with the authority to unblock it.
Tasks
- Every activity/stage can generate a Task with an assignee, stage,
due_at, andsla_minutes. - Tasks are created automatically on key transitions (a client reply → follow-up task; entering
QUOTE_REQUESTED→ a "price this quote" task for Purchase). - Each team sees a role-based work queue showing only what they currently own.
Lead → task → team → member
When a lead is generated it is captured as a root Task. The products/services selected route it to the responsible teams (RBAC §5); within a team the Team Leader assigns the task to a Team Member.
└─ product / service selection decides which teams get the task
Team estimation
Each team submits estimated time & expense; these roll up into the timeline, set due dates, and are tracked vs. actuals.
Due countdown
Once the process starts (started_at), the due clock counts down from the estimate; a breach triggers escalation.
Activity tracking
Every update is logged as an activity of the lead — who is doing what — from lead generation until the Sales Contract.
Escalation chain
Mirrors the flowchart's Automation & Alerts band.
Deadline set
Per activity / stage, tied to the SLA timer.
Alert to individual
The current owner is notified first.
Escalate to Manager
If still unresolved after the grace window.
Escalate to Top Mgmt
Aging / at-risk deals surface to leadership.
Each step raises Task.escalation_level, sends a notification to the next tier, and is
recorded in the ActivityLog so history shows what slipped and when.
Notifications
| Trigger | Recipient | Channel |
|---|---|---|
| Task assigned / baton received | new owner | in-app + email |
| SLA breach (L0) | current owner | in-app + email |
| Escalation L1 | manager | |
| Escalation L2 | top management | |
| Client action needed | client | email (portal link) |