Triage & Communication
Every new request gets an immediate response with clear options.
The rule — Never leave a client waiting for a plan. Respond immediately with where they stand and their options.
- Check capacity — slots allowed, slots occupied, hours remaining.
- Respond immediately — tell them their status and confirm what happens next.
- Present options — and let the client decide the priority.
The three scenarios
- Slot available → "We have capacity. We'll start on the plan and send it for approval."
- Slots full → "We can pause [X] to make room, or queue this to start once [Y] wraps up."
- High-urgency interrupt → "This interrupts active work and is charged at double capacity hours; active timelines will shift. Confirm?"