Process: Client Intake

Owner: Client Intake Manager (Camille) Type: Manual Frequency: Per new client engagement

Purpose

Defines the end-to-end intake process from first contact to production handoff. Ensures every client engagement follows a consistent, thorough process so the factory receives clear, complete requirements before production begins.

Overview

[Philippe: Pre-Intake Discovery] → Initial Contact → Discovery Call → Requirements Gathering → Feasibility Check → Scope Definition → Production Brief → Client Agreement → Handoff

For complex or ambiguous requests, Philippe runs a pre-intake discovery before Camille's process begins. When Philippe's Requirements Discovery Brief arrives (N-033), Camille skips Steps 2 and 3 below and resumes at Step 4 (Feasibility Check).

Route to Philippe when ANY apply:

Scope is "improve a process" not "build a specific digital talent"
Client has existing artifacts to analyze (prototype, docs, legacy system)
New client with no documented processes
Requirements template cannot be filled from the original request

Route directly to Step 1 when:

Enhancement or expansion of an existing deployed talent
Returning client with established profile, clear product type

Steps

1. Initial contact

A new engagement begins when:

The CEO forwards a client lead
A client reaches out directly (referral, website, etc.)
An existing client requests a new digital talent

Actions:

Acknowledge receipt within 4 hours
Create an intake record with client name, contact, source, and date
Schedule a discovery call within 1 business day

Output: Intake record created, discovery call scheduled.

2. Discovery call

Skip this step if Philippe has provided a Requirements Discovery Brief (N-033). The brief already contains the as-is analysis and client context. Resume at Step 4.

The first substantive conversation with the client. Goal: understand the business context and the problem the digital talent should solve.

Discussion points:

What does the client's business do?
What problem or pain point are they trying to solve?
What does their current process look like (manual, partially automated, etc.)?
What does success look like for them?
Who will interact with the digital talent (internal staff, external customers, both)?
What is their timeline and budget range?

Macroscope Decision (see production-lines/digital-talent/templates/macroscope-workflow.md for full workflow):

During discovery, evaluate if a macroscope is needed by applying the decision rule:

Enterprise-wide scope (50+ users or multi-department)?
Regulated environment (ISO, SOC 2, GDPR, etc.)?
Complex integrations (3+ systems)?
Strategic/transformational use case?
Client has architecture governance model?

If YES → capture macroscope during requirements gathering (Step 3) If NO → proceed with normal intake

Actions:

Take structured notes using the requirements template as a guide
Identify any immediate red flags (out of scope, technically infeasible, budget mismatch)
If the engagement looks viable, schedule a requirements deep-dive session
If clearly not viable, communicate honestly and close the intake

Output: Discovery call notes, initial viability assessment (proceed / decline / needs clarification).

3. Requirements gathering

Skip this step if Philippe has provided a Requirements Discovery Brief (N-033). Use the pre-filled requirements from the brief, verify the open items, and proceed to Step 4.

Detailed requirements collection. Use the requirements template (requirements-template.md) to ensure completeness.

Actions:

Walk through the requirements template with the client
Fill in every section — mark items as TBD if the client needs time, but track them
Capture integration requirements (APIs, platforms, data sources)
Capture success criteria from the client's perspective
Document any assumptions made during the conversation
Identify any dependencies on client-side resources (access, data, approvals)

If macroscope is needed (from Step 2 decision):

Also walk through the macroscope template (production-lines/digital-talent/templates/macroscope-template.md)
Fill in Vision, Operating Context, Success Metrics, and Methodology sections
Capture the client's framework preferences or existing methodology
Include in the intake record — Elena will review before design begins

Output: Completed requirements document (all required fields populated or explicitly marked TBD with follow-up date).

4. Feasibility check

Before committing to the client, validate that the factory can deliver. Use the feasibility assessment process (feasibility-assessment.md).

Actions:

Technical feasibility: consult CTO (Clara) on technical constraints
Pattern availability: consult Agentic Pattern Designer (Ada) on whether patterns exist for requested capabilities
Architecture assessment: for complex requests, consult Enterprise Architect (Elena)
Timeline feasibility: consult Production Line Architect (Pablo) on production capacity and estimated timelines
Compile findings into a feasibility report

Output: Feasibility report with verdict (feasible / feasible with conditions / not feasible) and supporting evidence.

5. Scope definition

Based on requirements and feasibility, define exactly what will be delivered.

Actions:

Define the digital talent's capabilities (what it will do)
Define boundaries (what it will NOT do)
Define the target platform and deployment model
Define acceptance criteria (how the client will verify delivery)
Define timeline with milestones
Define budget and payment terms
If feasibility identified conditions, document them as constraints or prerequisites

Output: Scope document covering capabilities, boundaries, acceptance criteria, timeline, and budget.

6. Production brief

Translate the scope into a production-ready handoff for Pablo.

Actions:

Summarize the digital talent to be produced (type, capabilities, patterns)
List all integration points and technical requirements
Include the client's success criteria and acceptance criteria
Include timeline constraints and any dependencies
Reference the full requirements document and feasibility report
Ensure the brief is self-contained — Pablo should not need to go back to the client for basic information

Output: Production brief document ready for Pablo's review.

7. Client agreement

Formalize the engagement with the client.

Actions:

Prepare a client agreement summarizing: scope, deliverables, timeline, budget, acceptance criteria
Review with the CEO if needed (pricing, strategic considerations)
Present to the client for sign-off
Document any negotiated changes back into the scope and requirements

Output: Signed client agreement.

8. Handoff

Transfer the engagement to the production team and delivery manager.

Actions:

Deliver the production brief to Pablo (Production Line Architect)
Deliver the client agreement and timeline to Dana (Delivery Manager)
Brief Dana on client communication preferences and any relationship notes
Confirm with Pablo that the production brief is complete and sufficient
Mark the intake as complete in the intake record

Output: Production brief accepted by Pablo, delivery planning initiated by Dana, intake record marked complete.

Quality gate

An intake is complete when:

Requirements document has all required fields populated (no unresolved TBDs)
Feasibility report completed with clear verdict
Scope document defines capabilities, boundaries, and acceptance criteria
Production brief reviewed and accepted by Pablo
Client agreement signed
Dana briefed and delivery planning initiated
Intake record marked complete with all artifacts linked

Escalation

Client is unresponsive: Follow up twice, then escalate to CEO for relationship guidance
Feasibility is unclear: Escalate to Clara (CTO) for technical arbitration
Budget mismatch: Escalate to CEO for pricing decision
Scope creep during intake: Re-scope and get fresh sign-off before proceeding