Customer Intake Work Items

This is the first Plane-parity product slice for Company OS: customers and customer requests become first-class intake records that can be promoted into ordinary Company OS tasks.

The design intentionally avoids a second work ledger. Customer requests preserve the product/customer signal, while tasks remain the execution unit for agents, humans, traces, governance, and verification.

API

GET  /api/company/companies/{company_id}/customers
POST /api/company/companies/{company_id}/customers

GET  /api/company/companies/{company_id}/customer-requests
POST /api/company/companies/{company_id}/customer-requests
POST /api/company/companies/{company_id}/customer-requests/{request_id}/promote-task

Implementation:

• src/company_os/customer_intake.rs
• migrations/20260610120000__customer_intake.sql

Customer Profiles

company_customers stores:

• external reference;
• name, email, organization, segment;
• status: active, prospect, churned, or archived;
• arbitrary properties for CRM/import metadata.

Customer Requests

customer_requests stores:

• customer link;
• source and source reference for idempotent imports;
• title/body;
• type: bug, feature, feedback, support, sales, risk, or other;
• status: new, triaged, linked, closed, or rejected;
• priority;
• evidence and intake metadata.

Promotion To Task

Promotion creates one Company OS task and links it back to the request:

customer_request
  -> promote-task
  -> tasks row with capability_ref { kind: "customer_request", ref: request_id }
  -> customer_requests.status = linked
  -> governance event customer_request_promoted

The promoted task carries a generated specification with:

• customer name;
• request type;
• source;
• title/body;
• evidence JSON.

Agents should use the task as the execution unit and the customer request as the customer/product signal. Any customer-visible action still follows the production-readiness policy in PRODUCTION_READINESS_POLICIES.md.

Next Plane-Parity Slices

1. Comments/activity timeline on customer requests and tasks.
2. Rich labels/custom fields and saved views for work queues.
3. Cycles/modules/roadmaps as planning containers over tasks.
4. Importers from Jira, Linear, Plane, CSV, and support tools.
5. Customer request UI in Company Console.