# 03 — New Instruction

**Cadence:** Per win (the agent has taken an instruction at a valuation)
**Default delivery:** On request, within 24 hours of the appointment
**Risk level:** Multiple write actions, each individually gated
**Pre-req reading:** `00-architecture-and-customization.md`

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## 1. Purpose

Compress what is normally a half-day of admin — terms of business signed, photographer booked, floorplan commissioned, listing copy written, particulars produced, portal launches scheduled — into a guided sequence the agent reviews and approves in fifteen minutes.

This workflow is the second-highest-value moment in the agent's week (after winning the instruction itself). Done well, the property is on the portals within 72 hours of the appointment rather than 7–10 days. That speed compounds: faster on-market means more viewings in the first weekend, which is when offers happen.

## 2. Trigger recognition

The router invokes this workflow when the operator says any variant of:

- "set up [address]" / "set up the instruction at [address]"
- "I won [name]" / "I won the [address] val"
- "instruction taken at [address]"
- "get [address] on the market"
- "kick off the [name] property"

Also offered proactively when the operator updates the CRM to mark a property as "instructed" — the workflow stages itself and asks "shall I run new-instruction setup?" without firing.

## 3. What it produces

A sequenced checklist where each item is either auto-prepared (the workflow does the work, presents for approval) or assigned (the workflow drafts the request, the agent or supplier completes).

**Terms of business.** Drafted from agency template, populated with property, vendor, fee structure, sole/multi agency, marketing period, withdrawal fee. Staged in DocuSign with vendor as recipient. *Gate: approve before send.*

**Photography.** A booking request is drafted to the agent's preferred photographer (from profile), with the property address, vendor contact, and the agent's standard brief. *Gate: approve before send.*

**Floorplan.** As photography. Combined into a single booking request if the same supplier handles both. *Gate: approve before send.*

**Listing copy.** Drafted in the agent's voice, length, and structure (from profile). Includes headline, key features bullet list, full description, location paragraph. Optimised for the portals listed in the profile. Presented for review with one-click "use this" or "redraft with changes." *Gate: approve before any portal upload.*

**Particulars.** PDF brochure generated from the listing copy and (when photos return) the photography. Staged for the agent's review and the vendor's review before any wider distribution.

**Portal scheduling.** The workflow proposes a launch sequence — typically Rightmove premium listing on a Friday morning, Zoopla and OnTheMarket simultaneously, with viewings opened for the weekend. The schedule is staged, not fired. *Gate: approve schedule before any portal upload happens.*

**Vendor communications.** A welcome email is drafted explaining what happens next, what to expect, when to expect photos, who will be in touch. Sent on approval immediately after terms are signed. *Gate: approve before send.*

## 4. Skills composed

| Skill | Purpose |
|---|---|
| `terms-of-business-drafter` | Populates the agency's template with deal specifics |
| `supplier-booker` | Drafts and stages booking requests to photographer, EPC supplier, floorplan supplier |
| `listing-copy-writer` | Generates portal-optimised property descriptions |
| `particulars-builder` | Composes the PDF brochure |
| `portal-launch-scheduler` | Proposes a launch sequence and pre-stages uploads |
| `tone-matched-drafter` (cross-cutting) | Vendor welcome email |
| `compliance-flag-checker` (cross-cutting) | Material information, advertising standards, AML on vendor |

## 5. Connectors read and written

Read: CRM, calendar, profile.
Write: DocuSign (terms), email (vendor welcome, supplier bookings), portal upload APIs (Rightmove, Zoopla, OnTheMarket — staged only).

## 6. Approval gates

This workflow has the most write actions of any in the set. Each one is individually gated:

1. Terms of business send
2. Photographer booking
3. Floorplan booking
4. Listing copy use (final version before portal upload)
5. Particulars distribution
6. Portal launch schedule confirmation
7. Vendor welcome email send

The workflow presents these in sequence and respects the operator's pace. The agent can approve them all in one go ("ship everything") or one at a time, or pause the workflow and return later. State is preserved.

## 7. AML and material information

AML on the vendor must be completed before any marketing goes live. The workflow does not run AML itself — it stages a request to the agent's preferred AML provider and blocks portal launch until the AML status is "passed." If the operator overrides ("I know this vendor, push it live now"), the override is logged with a compliance flag and the AML check is still queued.

Material information for portal listings (council tax band, tenure, ground rent if leasehold, etc.) is gathered into the listing copy. Missing items are flagged before the operator approves the copy — Rightmove now requires these and rejects listings without them.

## 8. Continuous learning hooks

- **Supplier preferences.** If the operator routinely overrides the suggested photographer, the new preferred supplier is learned. Same for EPC, floorplan, even AML provider.
- **Copy voice and length.** Edit-before-send diffs feed `listing-copy-writer`. Within a month, the workflow's drafts should need minimal editing.
- **Launch timing.** Friday morning is a heuristic default. If the agent consistently launches on a different day, the scheduler learns. If the agent times launches around school holidays, area events, or sale calendars, the scheduler picks that up.
- **Particulars structure.** The brochure template adapts — section order, photo count, whether floorplan goes early or late, whether the location paragraph leads or trails.
- **Fee structure drift.** If the operator overrides the fee on a particular instruction, that is a one-off. If they override the same way three times in a month (e.g. always offering a reduced fee for repeat vendors), the profile's default fee logic learns.

## 9. Build notes

- This is workflow three by build order — after the morning round and chase-progression have built trust. The agent will not let Claude touch DocuSign and portal APIs until they have seen the morning round and chase be reliable.
- Photographer and EPC supplier connectors are usually email-based, not API-based. That is fine — the workflow drafts a structured email and the supplier replies in their usual way. The workflow learns to parse the replies over time.
- Portal upload APIs are the hardest connector layer. Rightmove's is gated by the agency's Rightmove account; Zoopla and OnTheMarket are easier. Build in that order.
- The PDF particulars generator should respect the agency's brand. Use a template the agent provides during onboarding; do not generate brand assets.