Cases
When it needs a person, it needs one name.
A light hand-off, not a helpdesk. Who owns it, what the customer actually said, and what happens next. Nothing else.
Two-way sync with a CRM is later. Today cases live here. Email-in is later too.
- Owner, stage and channel on every case
- The customer's own words in the widest column
- One next step, instead of a status that means nothing
- Opens when a bot can't finish, and closes back into the loop