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Configuration
These rules decide what the system does on its own and what it holds for a human. The model extracts and drafts. The score and the routing stay in code.
1. Understand
The model or the deterministic extractor reads the message into structured fields.
2. Score and route
Weighted rules turn those fields into a score and one of three actions. The model never sets the score.
3. Act and log
The engine drafts a reply, updates the CRM, schedules a follow-up, and records every step.