Team workflow
Clear ownership without duplicate replies.
Company agents are created by the platform super admin and assigned to merchant workspaces. Managers remain managers; agents can serve multiple assigned workspaces.
How it works
Claim or assign
A database lock ensures only one teammate wins a claim. Authorized members can transfer work deliberately.
Move through controlled statuses
New, in progress, waiting customer, needs merchant, and closed transitions follow explicit rules.
Preserve accountability
Assignment history, status history, notes, tags, messages, and audit events remain append-only where required.
Next step
See the merchant decision loop.
Agents can pause for a business decision without switching channels.