Stage 2: capture and contact basis

The situation

Capture is the transition from an event to a record somebody can act on. The minimum record is usually source, time, owner and next step; extra personal data should have a clear purpose.

Work through it

1. List the fields needed to answer the current inquiry. Remove fields that do not change the next action.
2. Document how the person entered the channel and whether the proposed follow-up matches the reason they contacted you.
3. Check duplicates and unclear records before routing or automation. Create a manual review state instead of silently guessing permission.

What to measure

• Signals with source and time preserved
• Duplicate or incomplete records
• Records held for permission review

Boundaries

• Different channels have different contact rules; one global consent checkbox does not settle them all.
• Do not upload live customer lists into a diagnostic tool.