Voice & Messenger - Thread Docs

Calls and chat as intake — voicemail, transcripts, dead air, and turning a conversation into a ticket.

After-Hours Voicemail Digest

Build a morning digest of overnight voicemails and after-hours calls — urgent items first, callbacks owed with deadlines, and which tickets were created.

Chat-to-Ticket Conversion

Capture a live Messenger chat's context into a real ticket with title, description, contact, priority, and steps tried — no repeating for the user.

Dead-Air Call Filter

Detect and close voice sessions that were dead air, instant hangups, or robocalls so they don't pollute the queue — human speech means it isn't dead air.

Live Chat Etiquette

House rules for working a live Messenger chat — response cadence, holding messages, handoff phrasing, and ending the chat cleanly for the desk playbook.

Messenger Deployment Audit

Report which clients use Messenger versus which are entitled — deployed and active vs. silent — surfacing adoption gaps worth a rollout conversation.

Messenger Outage Banner

Draft, update, and retire the Messenger client-facing incident banner with factual wording, no cause speculation, and hard expiry for stale text.

Voice Call QA Review

Review AI-handled voice calls against a rubric — caller identified, issue captured, commitments accurate, clean handoff — with transcript evidence cited.

Voice Catchall Identification

Identify the client and contact behind an unknown caller on a voice ticket with only a phone number, using number, name, and company clues from transcript.

Voice Transcript Intake

Turn a pasted call transcript into ticket action — extract caller, client, issue, and commitments, then create or update the ticket with a time entry.

Voicemail to Ticket

Convert a voicemail transcription into a ticket with a callback commitment — urgency read from what the caller actually said, not from tone guesses.