The signposting

Whether the customer is told where to go instead.

The part

What it is

A capability absent without direction is a dead end. Absent with a clear alternative is a routing decision.

The difference in customer experience between the two is large and the implementation cost is a sentence.

The smallest level

The attributes it carries

Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.

Signposted
Whether an alternative is offered.
Choice shared type
Directed to
Where the customer is sent.
Text shared type
Continuity preserved
Whether their progress carries to the other channel.
Choice shared type