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Overview

This documentation package contains two complementary diagrams that illustrate the complete customer lifecycle when using the RABOT Partner API for electricity tariff contract processing.

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Diagram 1: Customer Lifecycle Swim-lane Diagram

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Purpose

Shows the optimal happy path flow across all actors (Partner, Customer, RABOT, Market Communication Partner) from initial offer generation through to contract activation.

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Key Features

  • Swim-lanes represent each actor’s responsibilities
  • Sequential flow shows the chronological progression
  • Data requirements are annotated at each stage
  • Optimal approach assumes all contract data is collected upfront during quote preparation

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How to Read

  1. Follow the flow from top to bottom
  2. Each colored section represents a major phase
  3. Arrows show interactions between systems
  4. Notes indicate critical data requirements and decision points

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Important Note

This diagram shows the STREAMLINED flow for a Telesales operating partner. Partners can alternatively collect order data AFTER offer acceptance, but this approach lengthens deal velocity and is not recommended.

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Diagram 2: Contract State Transition Diagram

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Purpose

Shows all possible states a contractDraft can transition through, including error states and terminal conditions.

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States Explained

StateTypeDescriptionAction Required
OpenInitialContractDraft created, awaiting pre-validationNone (automated)
ProcessingActivePre-validation passed, transmitted to Market PartnersNone (automated)
DeniedRecoverableIssue during change processSupport intervention
RejectedTerminalOrder rejected (insolvency/timing)None
RevokedTerminalCustomer cancelled during changeNone
ContractSuccessChange process completed successfullyNone
CancelledTerminalCustomer cancelled after delivery startedOptional: Winback

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Transition Triggers

  • Solid arrows: Standard transitions
  • Notes: Explain trigger conditions and required actions
  • Return paths: Show recoverable error states (e.g., Denied → Processing)

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Key Integration Points for Partners

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1. Order Submission (POST /orders)

When: After customer accepts offer
Requirements:
  • Email address (verified)
  • Delivery address (must be findable in RABOT database)
  • Meter number
  • Tariff details (working price, base price)
  • Personal details (userAccount DTO)
  • Previous supplier (for supplier changes)
  • Move-in date (for new move-ins)
  • Bank details
  • Invoice address (if different from delivery address)
Best Practice: Collect ALL data during initial quote preparation to minimize delays.

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2. Pre-validation Checks

What RABOT validates:
  • Email address format and validity
  • Delivery address exists in database
  • Meter number is present
Partner Recommendation: Perform these checks BEFORE submitting to RABOT to reduce support overhead and accelerate processing.

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3. State Monitoring

Partners should monitor contract states via:
  • API polling
Critical states to monitor:
  • Open → no change after 24 hours? Check support tickets
  • Denied → review issue message, customer support will contact customer
  • Contract → celebrate! Inform customer of delivery start date

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For Energy Market Newcomers

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What is the “Change Process”?

When a customer switches electricity suppliers, a formal market process coordinates:
  1. The customer’s current supplier
  2. The new supplier (you/RABOT)
  3. The grid operator
  4. The metering company
RABOT utilises a service provider for managing this communication, ensuring all market partners are synchronized.

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Typical Timeline

  • Offer to Acceptance: Hours to days (partner-dependent)
  • Acceptance to Processing: Minutes (if data complete)
  • Processing to Contract: Weeks (market-dependent, typically 2-6 weeks)

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Common Failure Scenarios

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Scenario 1: Pre-validation Failure (State: Open)

Common causes:
  • Invalid email format
  • Delivery address not in database
  • Missing meter number
Resolution: RABOT Customer Support team contacts customer or partner to collect missing data.

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Scenario 2: Denied During Change Process

Common causes:
  • Market Location cannot be identified
  • Existing contract end date is too far in future
  • Data mismatches with existing supplier
Resolution: RABOT Customer Support investigates and may contact customer.

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Scenario 3: Rejected Order

Common causes:
  • Customer has insolvency proceedings
  • Existing contract end date is too far in future
Resolution: No action possible. Order cannot proceed.

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Optimization Tips for Partners

  1. Collect Complete Data Upfront
    • Gather ALL order data during quote preparation
    • Validate email, address, and meter number before submission
    • Reduces processing time from weeks to days
  2. Automate Offer Acceptance Tracking
    • Use unique CTA links with order identifiers
    • Trigger POST /orders automatically upon acceptance
    • Minimize manual intervention
  3. Monitor State Transitions
    • Set up alerts for Denied states
    • Track time-in-state metrics
    • Identify bottlenecks in your process

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Support Contact

For questions about integration or diagram interpretation, contact RABOT Integration Management Support or utilise our API documentation AI Assistent.
Version: 1.0
Last Updated: February 2026
Audience: External Partners (Telesales Operators)