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Run your team
When a chat gets escalated, the room stays closed
A tough customer thread gets raised to a manager and opens a case: a private, customer-invisible discussion where the people responsible work out the response. Membership is decided when the case opens and enforced in the query, so someone who stumbles onto a case they're not on sees nothing at all.
The case opens with the right people already in it
Raising an escalation seeds the case with everyone who touched it — the staffer who flagged it, the manager it went to, whoever resolved it — plus anyone holding an active break-glass grant. Other managers can be pulled in later, and the person you add sees the history from the moment they join. Nobody re-explains the situation to the newcomer.
Customer-invisible by construction, not by reminder
The case thread is a different surface from the customer conversation. It never renders on the customer's side, and the visibility check lives in the database query rather than in a UI flag someone can forget to set — a non-participant asking for a case they aren't on gets an empty result, never a leak. The office can be honest in writing without a second of doubt about who's reading.
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