1
Intent
A CSM or agent identifies a need: update a renewal opportunity, escalate an at-risk account, or schedule a QBR. Intent is expressed through the UI or inferred by Twin from signals.
2
Context
Spine Fabric assembles the full context for the target account: entities, relationships, recent events, and authorization scope. Context validation prevents actions on unassigned accounts.
3
Decision
Twin or the CSM selects the action from available capabilities. The system validates that the actor has the required authorization for the target entity and capability.
4
Proposal
For complex actions, Twin generates a proposal with expected changes, affected systems, and side effects. The CSM reviews before confirmation.
5
Capability Resolution
The action maps to a governed capability:
salesforce.opportunity.update, zendesk.ticket.create, or workflow.escalation.trigger. Scope is enforced at resolution time.6
Handoff
If the action spans multiple systems or teams, Twin coordinates the handoff. Escalations notify managers. Renewals involve sales. QBRs schedule with calendars.
7
Tool Selection
Spine Fabric selects the appropriate connector: Salesforce REST API, Zendesk API, HubSpot API, or email/calendar integrations.
8
MCP/Connector
The connector translates the capability into a native API call with proper authentication, field mapping, and error handling.
9
Authorization
Final authorization check validates the connector token, user permissions, and entity scope before the API call executes.
10
Human Approval
High-impact actions require explicit approval: pricing changes, contract amendments, health score overrides. Approval requests route to defined approvers.
11
Workflow Execution
The API call executes. For workflow capabilities, multiple steps may run in sequence with intermediate validation.
12
Source-System Write
The target system records the change. Salesforce updates the opportunity. Zendesk creates the ticket. The source system returns a confirmation.
13
Receipt
Spine Fabric records a receipt: actor, capability, target, timestamp, outcome, and source-system reference. Receipts are visible in the account timeline.
14
Event
A domain event is emitted: OpportunityUpdated, TicketCreated, or EscalationInitiated. Other agents and views react to the event.
15
Continuation
Session state updates with the completed action and any pending follow-ups. Continuity ensures the next session or handoff resumes seamlessly.