Architecture Blueprint
Representative sample only. Buyer-inspectable evidence of Meridian intake infrastructure standards.
Purpose: The technical and logical flow defining how inquiries are captured, qualified, and routed.
When Used: Implementation Phase & Quarterly Infrastructure Audit.
Buyer Value: Ensures absolute clarity on data flow, security boundaries, and escalation logic.
Event Sources
- Firm VoIP (unanswered call triggers)
- Public Website (form submission hooks)
- Google Business Profile (message triggers)
Approval Checkpoints
- Script Boundary Verification (Client Sign-off)
- Routing Path Connectivity Test (Technical Acceptance)
- Data Retention & Purge Cycle Confirmation (DPO Review)
Owner & Approval Matrix
- Launch Test Scenarios: Meridian Ops / Client Lead
- Transcript QA Owner: Human Reviewer (Meridian)
- Retention Policy Owner: Data Governance Lead
- Incident Contact: security@meridianintake.ca
Logic Layer
Approved Response Layer: Meridian-operated responders use client-approved scripts to capture fit without giving professional advice.
Consent Handling: "Reply STOP to opt out" enforced for all SMS events; consent captured at form submission.
Do-Not-Collect: Clinical details, legal strategy, and payment data are explicitly excluded from capture.
- Detection Layer: Meridian Ops
- Qualification Layer: Meridian Responders (Human-in-the-Loop)
- Routing Path: Client CRM / Staff Inbox
- Review Layer: Client Leadership / Meridian Partners
Routing Decision Record
| Condition | Action | Destination | Approval |
|---|---|---|---|
| Fit-Qualified (Normal) | POST to CRM | Clio / MyCase / Salesforce | Client IT |
| High-Urgency Fit | Priority SMS | Partner Mobile | Partner-level |
| Unqualified / No-Fit | Log Only | Monthly Report | Standard |
Operating Controls
Failure Modes
- Responder Unavailable: Auto-failover to backup queue.
- CRM Write Failure: 4-hour retry window + urgent email alert.
- Client Contact Unreachable: Critical escalation to Meridian Partner queue.
Operating Controls
- Transcript QA Review (Weekly)
- Handoff verification (Real-time)
- Retention Owner (Compliance Lead)
Risk & Boundary Notes
- Rollback Plan: Infrastructure can be disconnected and reverted to legacy voicemail/form path within 15 minutes of notice.
- No-Advice Zone: Script logic strictly prevents responders from commenting on the merits of any inquiry.
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