# Follow Up and Customer Journey

The Customers tab in AI Copilot has two separate work views. Follow Up is the default; `?view=journey` opens the journey view. Switching views keeps the selected customer.

## Follow Up

The primary card shows the triggering customer message, recorded behavior, conversation summary or task before the suggested action. Customer messages are plain, escaped text with their channel and observation time. Evidence previews are limited to 1,200 characters and explicitly marked when truncated. Recorded AI summaries and historical scores are labelled separately from customer messages. Additional observations are collapsed.

A next-session request produces “Share the next session date,” with an instruction to check actual availability and provide the confirmed date, time and link. No session availability is invented and no message is sent. Conversation links open details; reading the request no longer requires navigation to another page.

The customer list includes a short evidence preview. Search still reaches all accessible non-staff customers, including those without recent alerts. On mobile, the list folds behind Choose customer so the message appears sooner. Follow Up does not fetch the full journey.

## Integrated journey and readiness

Nineteen core steps and an optional showroom visit now include explicit confirmation of understanding and decision agreement. The five stages show one stage at a time.

Journey completion = completed applicable core steps / all applicable core steps × 100. Optional and explicitly not-needed steps are excluded. A new requirement changes the denominator; an older completion percentage is not a directly comparable readiness score.

Decision readiness is the number of these five checks currently supported:

| Check | Required journey evidence |
| --- | --- |
| Understanding | Customer explains strategy, costs and risks in their own words |
| Needs confirmed | Purpose, requirements, budget, timing and concerns confirmed |
| Decision agreement | Decision participants identified/involved AND the next decision/action agreed |
| Financial route | Financial route agreed AND eligibility screening completed or a documented exception |
| Cash allocation | Amount, source, timing and reserve confirmed |

Each required confirmation must be dated within 30 days; older evidence prompts reconfirmation. These are evidence checks, not a calibrated conversion probability or bank approval. Attending webinars or exchanging messages does not complete a decision check. All confirmations use the existing dated, attributed observation history. The earlier conversation CRS remains collapsed historical context.

No migration is needed: new milestone keys use the existing journey history table. No external AI call, outbound customer message, booking or automated task execution is part of this release.

## Verification

25 regressions / 105 assertions cover evidence presentation, specific next-session actions, milestone progress, optional steps, missing agreement, stale financial evidence, lead scope, write permissions, corrections and source quality. Browser checks cover immediate message visibility, separate views, lazy journey loading, stage navigation, saved decision confirmation, customer search and desktop/mobile overflow. Existing PHPUnit configuration emits one deprecation.