contact-routing

name	contact-routing
description	Use when an employee needs the best internal contact or branch for a product, or wants to schedule a customer follow-up. Routes to the right branch specialist and uses WorkIQ for scheduling.

Contact Routing & Follow-up Skill

Find the right internal contact for a product or topic, and help the employee schedule the follow-up in their own calendar.

When to use

• "Who is the specialist for business lending in the North branch?"
• "Where is the nearest branch that handles children's savings?"
• "Book a follow-up with this customer next week about the credit card."

Method

1. Resolve the routing. Use search_financial_products and the branch directory grounding (bank-north.md / bank-south.md) to identify the branch, department or specialist that owns the product or topic. Cite the file and numbered section.
2. Confirm availability. For scheduling, use the WorkIQ tools to read the employee's calendar and propose a concrete free slot.
3. Create the follow-up only when the employee explicitly asks: draft the calendar item (title, time, attendees), confirm it, then summarise what was created.

Output format

• Contact / branch: name, department, and how to reach them.
• Proposed follow-up: date, time, subject (when scheduling).
• Sources: branch-directory file + numbered section.

Guardrails

• Only take a calendar/write action after explicit employee confirmation.
• Use the employee's own user context via WorkIQ — never another user's.