Renewal notices, expiry warnings, and vendor agreement emails don't belong in the tech
queue — but losing one costs real money. Recognize them, retitle to a standard, and hand
them to the owner who acts on them, with enough context to act.
1. Identify the candidate ticket(s): the ticket in context, or sweep the recent open
tickets on support boards for renewal/expiry language (renewal, expires, expiration,
auto-renew, agreement term, license expiry).
2. Qualify each candidate — it must genuinely be an agreement/renewal notice (vendor
contract, license subscription, domain/certificate expiry, client MSA anniversary), not
a support issue that mentions "renewal". If uncertain, leave it where it is and flag it
instead of moving it.
3. Extract the facts the owner needs: which client or vendor, what agreement, the
renewal/expiry date, auto-renew or action-required, and any stated deadline or price
change.
4. Determine the destination (look up the boards): agreement and renewal work goes to the
sales/AM board (or the board the desk designates); domain/certificate expiries may go to
the appropriate technical board — follow the desk's convention, and ask once if none is
known.
5. Route the ticket: retitle to the standard "Renewal — <client/vendor>: <agreement> —
<date>"; move it to the destination board and set the owning role (AM/sales owner) if the
desk's convention names one.
6. Attach context in a plain-text note: the extracted facts and where the notice came from,
so the owner never has to re-read the original email chain.
7. Report what was routed, where, and anything left unrouted with the reason.
Running unattended in a Flow (per-ticket on ingestion): qualify silently; if the ticket is
not confidently a renewal notice, do nothing and produce no output. On a confident match,
retitle, move, and note exactly as in steps 5–6 — the note is plain text and your entire
reply is the note content, no narration. Never assign to a person unless the flow
configuration names the owner. Deterministic stop: one ticket, one decision, at most one
move + one note.
Guardrails: low confidence → no move; a wrongly routed support ticket is worse than an
unrouted notice. Never alter the renewal facts — dates and terms are quoted from the notice,
not inferred; if the date is ambiguous, say so in the note. Do not respond to the vendor or
client, and never accept/decline a renewal — this routes; humans decide. Confirm before bulk
moves when sweeping (more than a couple). Notes are plain text. Do not invent owners — if no
routing convention or owner is known, park the ticket with a flag note and report it.
Magic Library