Cases

A renewal, a correction, and a request to explain cover can arrive through the same inbox. ServiceCase keeps each client's purpose and requested action distinct: check PZP, explain, compare, prepare renewal, correct, hand off, or name the blocker.

Contact to outcome

Preserve the native contact identity, time, attachments, provenance, and deduplication evidence before opening or matching the case. Resolve the sender only to the channel's proved assurance. A familiar email, caller ID, or recognizable voice cannot authorize a protected read.

The case pins purpose, action, policy, product releases, staff assignment, deadlines, consent, and current authority. Facts remain imported, client-stated, staff-confirmed, model-proposed, deterministically derived, or provider-observed; a summary keeps links to its evidence.

Deterministic checks close identifiers, dates, money, required fields, eligibility, payload, and effect identity. A Mind may extract, explain, and draft, but cannot invent a premium, exclusion, client need, provider decision, or completed act. Review binds the exact answer or prepared effect; changed bytes require a new revision and review.

An admitted effect is submitted once. Missing acknowledgement parks the same case for reconciliation. Every case names its current owner, wait, deadline, pinned revisions, and terminal or partial outcome. On restart, stale authority, expired quote, unavailable Pattern, or uncertain provider effect returns to review rather than replaying the conversation. Silence remains unknown.

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.

Products supplies the case's knowledge; Channels owns intake and delivery.