---
title: Processing a case
description: Reading a conversation end to end — documents, line items, parameters, products.
sidebar:
  label: Processing
  order: 4
---

## What this process achieves

A conversation that needs work is read: documents converted, line items
identified, parameters extracted, products suggested. The result is what the
quotation is built from.

## Who is involved

- **The system** — the run.
- **Sales person** — starts a single case or lets a mailbox run work through
  the queue; reviews flags and failures.

## What starts it

A conversation in "needs processing" (R9). A reply that changes nothing does
not start it (R10).

## The steps

1. **Documents still waiting are read first.**
2. **Line items are identified and saved** before parameters are extracted, so
   progress survives a reload.
3. **Parameters are extracted** per line, with origin and evidence.
4. **Fluid properties are filled**; steam is derived from pressure.
5. **Products are suggested.** A line nothing could be suggested for still
   completes, with a reason.
6. **The conversation is complete**, or failed at the stage it stopped. A
   line that failed extraction is marked as such, not as an enquiry that
   stated nothing.

Re-processing replaces the answer (R13). Option choices on a quotation whose
line identity changed are withheld (R36).

## Rules that apply

R9–R14, R16–R22, R23–R33.

Related: [Enquiry to quotation](/business/workflows/enquiry-to-quotation) ·
[Product suggestion](/business/features/product-suggestion).