Cases

A ServiceCase records one client purpose and its requested action: check existing PZP, explain a product, compare eligible offers, prepare a renewal, correct a fact, hand work to a human, or report why the office cannot proceed. The action belongs to the case; it is not a separate application.

Contact to outcome

1. Preserve the native contact identity, time, attachments, provenance, and deduplication evidence.
2. Resolve the sender only to the assurance the channel proves. Familiar email, caller ID, or voice does not authorize a protected read.
3. Open or match a case and pin purpose, requested action, business policy, product releases, staff assignment, deadlines, consent, and current authority.
4. Validate identifiers, dates, money, required fields, eligibility, payload closure, and effect identity with deterministic tools. A Mind may extract, explain, and draft; it cannot invent a premium, exclusion, client need, provider decision, or completed act.
5. Review the exact answer or prepared effect. Changed payload means a new revision and review.
6. Submit an admitted effect once. Unknown acknowledgement parks the same case for reconciliation.

Cases retain facts by provenance: imported, client-stated, staff-confirmed, model-proposed, deterministically derived, or provider-observed. A summary never replaces source evidence.

Each case names current owner, wait, deadline, pinned revisions, and terminal or partial outcome. Silence is unknown. After restart, stale authority, expired quote, unavailable Pattern, or uncertain provider effect parks for review rather than replaying conversation.

Consent to converse, store records, record a call, disclose fields, and perform a financial effect are separate. Revision one admits no medical record, credit judgment, affordability decision, payment, signature, or policy binding.

Continue with Products for the knowledge used by the case or Channels for its contact and delivery boundary.