Service Case and Waiting State Playbook
A playbook for private-domain, WeCom group, and multi-channel support teams to record who is waiting for whom, what is missing, who owns the next step, and when old tasks should stop.
Why Waiting State Matters
The most common private-domain service failure is not no reply. It is lost waiting state.
The customer thinks the business is processing. The business is waiting for material. The partner thinks the customer has not completed an action, while the customer already said it is done in a group.
Aijia Customer Service treats waiting state as a core field of a service case.
Recommended States
Start with:
- waiting for customer information;
- waiting for customer contact to coordinate actual executor;
- waiting for actual executor completion;
- waiting for internal review;
- waiting for fulfillment partner feedback;
- material received;
- completed;
- cancelled.
What to Record
Each waiting state should record:
- waiting object;
- required action;
- customer-facing wording;
- internal note;
- risk level;
- follow-up time;
- completion condition;
- evidence location.
Automation Boundary
Good candidates for automation:
- standard reminders;
- material received confirmation;
- completion feedback writeback;
- timeout reminder;
- state closure;
- evidence capture.
Require review for:
- sensitive public group wording;
- commitments and compensation;
- uncertain customer identity;
- unclear partner request;
- conflict between customer feedback and verification.
