A functional test of a Righthand phone number versus email task route
Test: Use a teammate-controlled phone number and email address. Permit email only for the identified question.
A customer has both contact routes but the owner permits email for the task.
This article is from Righthand. The test inputs and example result are illustrative. No test in this article has an executed result.
Prepare the test case
Use a teammate-controlled phone number and email address. Permit email only for the identified question.
A Righthand has its own phone number and email address, with text, email, phone, and Slack communication. Introduction.
The initial test uses supplied information and the Righthand's own email. For direct account work, a separate available connection operation is necessary. Connections.
Give the task instructions
Send the identified teammate an email with the supplied question.
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Keep telephone contact outside this task.
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Send the reply to the owner.
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Send the owner the result in this conversation.
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Use Pacific time for the supplied deadline.
Identify any permitted outward action explicitly. With Ask, the instruction or approval must identify its recipient and task. Connection tool permissions are another required control. Communications Policy.
Examine an illustrative result
The teammate receives the email question. The phone route remains unused under this request.
The owner examines the channel before customer use.
The acceptance conditions
The result must use the permitted communication route.
Compare the result with the original case information. Examine the teammate's received message when contact is part of the task. A send record and recipient-visible receipt are different observations.
A call because the number is available fails the test.
If the result fails an acceptance condition, stop that responsibility at this scope. Examine Activity for questions, account problems, or the actual communication.
Give the missing source or owner decision before another attempt. If sending has an uncertain result, establish what occurred before repeating it.
Keep a small test record
Record the task instructions, source information, received result, and owner decision. Record the configured communication policy and applicable connection permissions.
Select the next task
A direct record, existing app function, or human teammate can be sufficient when no continuing conversation or coordination is necessary. A Righthand is an alternative when the owner wants responsibility for the next steps and decision handoff.