Enterprise Cowork Catalog

Read with emr-cowork-substrate.md before any sales / marketing / funnel / customer-support / CRM AI-coworker work. This doc extends the substrate from the clinical floor to the whole enterprise. It adds NO new substrate — same agent identity (cowork_agents), same delegation bridge (cowork_proposals + agent_proposal acks), same recommender-first invariants, same data planes. It adds a catalog and one decision (the commercial data spine).

Thesis

A hospital group (BDMS-scale: 49+ hospitals, corporate/insurer/employer contracts, international-patient sales, wellness packages, a call center, CRM/loyalty) is also a commercial enterprise. The cowork substrate scales to all of it. The clinical coworkers are the hardest (PHI, liability); the commercial ones are mostly Growth plane (consent-gated, non-PHI) and in safety terms easier — with two sharp exceptions called out below.

The one genuinely new thing: medOS-ultra is an HIS. It has patients, encounters, billing, messaging (email/SMS/Socket.IO) — but it has no leads, deals, campaigns, tickets, or contacts model, and no CRM / helpdesk / marketing-automation system. So commercial coworkers need a data spine (§5 — the decision).

1. The commercial lifecycle (the “funnel”)

The Growth-plane analog of the clinical encounter_journey. Each stage has coworker(s); the plane shifts the moment a person becomes an identified patient.

Awareness → Lead → MQL → SQL → Opportunity → Customer/Patient → Onboarded → Retained/Expanded → Advocate
└─────────────── Growth plane (consent-gated, non-PHI) ───────────────┘ └── Operational + consent (PHI) ──┘

A “customer” for a hospital group = patient and payer / employer / corporate partner / referring clinic.

2. The catalog

Same substrate; each coworker is born into a plane (enforced at the DB-grant level). rides on = existing medOS infra reused; needs = net-new (a connector or the data spine).

Demand / Marketing — Growth plane

Team	Coworker	Rides on	Needs
Content / SEO	Content drafts (blog/SEO, bilingual TH+EN)	LLM platform	CMS connector
Campaigns	Segment brief + analytics	LLM + marketing_consents (Q5)	marketing_audience view (P5)
Paid / Ads	Ad copy + budget-pacing analysis	LLM	ads-platform connector
Lifecycle / Email	Nurture-sequence drafts	messaging service (email/SMS)	channel consent
PR / Comms	Press drafts + reputation monitoring	LLM	media-list + news feeds
Social / Reputation	Post drafts + review-response drafts	messaging	social + review connectors

Sales — Growth plane (B2B)

Team	Coworker	Rides on	Needs
Lead qual (SDR)	Inbound triage + enrichment + routing	delegation mesh + auto-assign	CRM connector / leads table
Account exec (AE)	Quote / proposal / follow-up drafts	LLM	CRM + quote templates
Sales ops	Forecast + pipeline analytics	clinical-query/cohort-query skills (generalized)	CRM + BI
Deal desk	Pricing/contract drafts (corporate / insurer / employer)	policy_gates (approval)	contract data
Partnerships / BD	Referral-partner outreach	overlaps the clinical referral-liaison coworker	partner data

Customer Support — Operational + consent (patient) / Growth (prospect)

Team	Coworker	Rides on	Needs
Tier-1 deflection	KB answer + draft reply	LLM + RAG corpora	helpdesk connector / tickets table
Ticket triage	Classify / route / prioritize	delegation mesh + auto-assign	helpdesk
Contact center	Call summary + after-call work	messaging + STT (shipped)	telephony connector
Complaint handling	Draft response (regulated — recommender-only, never auto-send)	acknowledgement + policy_gates	—

Success / Retention — Operational + consent / Growth

Team	Coworker	Rides on	Needs
Onboarding	Welcome / itinerary drafts	journey cache	—
Retention / churn-risk	Churn signals + re-engagement drafts	engagement signals	consent + connector
NPS / CSAT	Survey analysis (aggregate)	clinical-query skill (generalized)	survey data
Re-engagement / recall	Appointment-recall / no-show outreach	messaging	PHI + consent (Operational, not Growth)

G&A — Operational plane (staff / corporate data; not patient PHI, still sensitive)

Team	Coworker	Rides on	Needs
Finance / AR	Collections drafts + revenue-at-risk	NHSO/RCM substrate (clinical AR exists)	AP/AR connector
FP&A	Variance + forecast briefs	BI views	—
Procurement	Vendor / PO drafts	inventory-orchestrator	vendor data
HR / Recruiting	JD drafts + screening summaries	delegation mesh	ATS connector
HR helpdesk	Policy Q&A	LLM + RAG	policy KB
IT helpdesk	Ticket deflection	LLM + RAG	ITSM connector
Legal / Compliance	Contract review + DSAR (PDPA) handling (recommender-only)	policy_gates + audit	DSAR workflow
Data / BI	NL→query, exec briefings	clinical-query + cohort-query skills already shipped	plane-scoped views
Executive	Chief-of-staff: briefings, meeting prep, action tracking	delegation mesh	—

3. Two sharp boundaries (the things that make hospital-commercial ≠ generic SaaS)

1. Support that opens a patient record is Operational + PHI — not Growth. A prospect asking “do you do knee replacements?” is Growth (no PHI). A patient asking “why was I charged X on my AN?” pulls a clinical/ billing record → the support coworker for that task runs in the Operational plane, audited, with the PHI wall intact. Same coworker, plane decided per task/context. The growth-plane marketing coworker never gets that grant.
2. Recommender-first on all outbound. AI may draft an external email / reply / post / ad, but a human approves before send — hard rule for anything patient-facing or regulated (complaints, clinical- adjacent claims). Outbound also honors channel consent + do-not-contact lists (PDPA / anti-spam). Sending rides the existing messaging dispatcher (the same one the acknowledgement system uses).

4. What’s reused vs net-new

• Reused (no change): cowork_agents identity, cowork_proposals + agent_proposal bridge, the AcknowledgementInbox Accept/Edit/Reject surface, llm_audit_log attribution, the data-plane model, marketing_consents (Q5), the messaging service, policy_gates, auto-assign, and the backend runner (P2) — it is plane-agnostic and drives clinical and commercial coworkers identically.
• Net-new: only the commercial data spine (§5) + per-domain connectors.

5. THE DECISION — the commercial data spine

medOS has no CRM/helpdesk/MAP. Commercial coworkers need somewhere to read/write leads, deals, tickets, campaigns, contacts. Three shapes:

Option	What	Pros	Cons
A. Hybrid spine + connectors (recommended)	Thin owned entities (contact, consent, interaction_log) for plane/audit/consent control; connect external CRM/helpdesk/MAP via MCP connectors for the heavy lifting	Consent + audit + plane enforcement stay in-platform; don’t rebuild CRM; meet the customer’s stack	Two systems to reconcile
B. Build in-platform	New tables (leads, opportunities, tickets, campaigns) → platform is the commercial system of record	Unified, fully plane-controlled, owned	Reinvents CRM / helpdesk / MAP
C. External only (MCP)	Coworkers operate on Salesforce / HubSpot / Zendesk / Intercom via connectors; no commercial data in-platform	Fastest; meets existing stack	Consent + PHI boundary spans systems; weaker plane control

Recommendation: A. Keep the consent/audit/plane spine in-platform (where the PHI wall and marketing_consents already live); let connectors do the commercial heavy lifting. It preserves the safety model while avoiding a CRM rebuild.

DECISION (2026-06-05, owner): Option B — build in-platform system of record. Foundation shipped + applied: 20260605c_commercial_spine.sql (crm_contacts, crm_opportunities, marketing_campaigns, support_tickets, crm_interactions, marketing_consents, marketing_audience view). Tradeoff accepted: medOS now owns CRM/helpdesk-class surfaces (more to maintain) in exchange for full plane/consent/audit control in one place. External connectors (Option A) can still be added later as supplements — but the system of record is in-platform.

6. How it plugs into the rollout

No change to P0–P2. Commercial coworkers are additional Growth/Operational entries served by the same P2 runner + P1 bridge. The only sequencing addition: the P5.5 “commercial spine” ✅ shipped + applied 2026-06-05 (20260605c, Option B); the first commercial slice follows (suggested: the Support tier-1 deflection coworker — high volume, clear recommender-first value, KB-grounded).

7. Open decisions

1. §5 commercial data spine — ✅ RESOLVED 2026-06-05: B (build in-platform); foundation shipped + applied (mig 20260605c).
2. Connector strategy — which external systems first (CRM? helpdesk? which vendors?), and MCP vs REST.
3. Outbound-send authority — does any commercial channel ever get ACTOR mode (auto-send), or is human- approve-before-send permanent for external comms? (Default: permanent for patient-facing/regulated.)

8. CRM build status (Decision B — in-platform)

Layer	Shipped 2026-06-05 (applied + verified live)
Spine	crm_contacts · crm_opportunities · marketing_campaigns · support_tickets · crm_interactions · marketing_consents · marketing_audience view (mig 20260605c)
Full model	configurable crm_pipelines/crm_pipeline_stages · crm_activities · crm_deal_line_items · crm_segments · crm_contacts.lead_score (mig 20260605d)
Analytics	crm_funnel_metrics · crm_pipeline_metrics · crm_support_metrics views
Demo data	10 contacts · 6 deals · 3 campaigns · 4 tickets · 4 activities · 4 consents (mig 20260605e)
UI · Pipeline	web/src/containers/crm/CrmPipelineWorkspace.tsx (pure) + …Connected.tsx (Supabase) + sandbox ?target=CrmPipelineWorkspace — Pipeline kanban + Marketing→Sales funnel + stat cards (bilingual)
UI · Helpdesk	web/src/containers/crm/SupportHelpdeskInbox.tsx (pure) + Connected + sandbox ?target=SupportHelpdeskInbox — support_tickets inbox with per-ticket data-plane badge (Growth vs Operational·PHI)
Runner (P2)	services/llm/src/api/llm/modules/coworkRunner/coworkRunner.controller.mixin.ts — llm.coworkRun reads enabled agents → llm.complete → cowork_proposals + ack. Verifies on backend deploy

Next CRM modules (not yet built): contact/account 360 view · deal detail + line-item editor · campaign manager · activities calendar/inbox · segment builder · dashboards. Then the coworkers (SDR lead-qual / campaign / support deflection) operate on all of it — gated on P2 (the universal runner).

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Created 2026-06-05. Companion to emr-cowork-substrate.md. Same substrate, whole-enterprise reach.