The issues you raised is important I agree. I think Khun Wilai is busy with many other things that you are not aware of and that it is not her intention to ignore your email. Please work with Khun Banloeng about getting input of requirements from front line teams as to how they would like to handle customers routing in case of system failure. You are free to make suggestion and recommendation as to how the flow should work since you have the most knowledge of the system and business logic.