[
  {
    "kind": "thread",
    "id": "th-james-checkin",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "What do I do first when I get to an account?",
    "openedAt": "2026-08-05T13:12:00.000Z",
    "messages": [
      {
        "id": "m-james-checkin-1",
        "at": "2026-08-05T13:12:00.000Z",
        "from": "asker",
        "text": "What do I do first when I get to an account?"
      },
      {
        "id": "m-james-checkin-2",
        "at": "2026-08-05T13:12:03.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Check in on the app before you walk in, not after you leave.”\n“Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.”\n“Walk the floor before you open the case — see what’s selling and what’s sat there.”",
        "receipts": [
          {
            "procedureId": "kb-checkin",
            "title": "Checking in at an account",
            "version": 5,
            "confirmedAt": "2026-07-22",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": true
  },
  {
    "kind": "thread",
    "id": "th-ravi-reorder",
    "channel": "internal",
    "askerName": "Ravi Patel",
    "askerRole": "rep",
    "subject": "A buyer just texted me a reorder — do I need anything else from her?",
    "openedAt": "2026-08-05T16:40:00.000Z",
    "messages": [
      {
        "id": "m-ravi-reorder-1",
        "at": "2026-08-05T16:40:00.000Z",
        "from": "asker",
        "text": "A buyer just texted me a reorder — do I need anything else from her?"
      },
      {
        "id": "m-ravi-reorder-2",
        "at": "2026-08-05T16:40:04.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“A text is a request, not an order. It gets raised as a draft like anything else.”\n“Read the sizes back to them before you raise it.”\n“If they say ‘same as last time’, say what last time was in the reply.”\n\nOne straight thing: nobody has confirmed that page since 27 Jan 2026, so I’ve flagged it for Maria to check. Still Maria’s words — just not recently checked.",
        "receipts": [
          {
            "procedureId": "kb-reorder-text",
            "title": "Reorders that come in by text",
            "version": 2,
            "confirmedAt": "2026-01-27",
            "stale": true
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": true
  },
  {
    "kind": "thread",
    "id": "th-james-refund",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "Casa Marejada wants a refund on the overshirts that came in wrong. What do I tell them?",
    "openedAt": "2026-08-06T09:02:00.000Z",
    "messages": [
      {
        "id": "m-james-refund-1",
        "at": "2026-08-06T09:02:00.000Z",
        "from": "asker",
        "text": "Casa Marejada wants a refund on the overshirts that came in wrong. What do I tell them?"
      },
      {
        "id": "m-james-refund-2",
        "at": "2026-08-06T09:02:02.000Z",
        "from": "atlas",
        "text": "I’m not going to guess at this one. It’s with Maria now, and her answer comes straight back to you here. Everything you say next stays in this conversation, so nothing gets lost.",
        "escalationReason": "Money going back after a shipment always goes to Maria — no procedure decides that one."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-lucia-quality",
    "channel": "b2c",
    "askerName": "Lucía Ferrer",
    "askerRole": "customer",
    "subject": "The stitching on the Wave Overshirt I bought has come away at the shoulder. Is that covered?",
    "openedAt": "2026-08-06T08:15:00.000Z",
    "messages": [
      {
        "id": "m-lucia-1",
        "at": "2026-08-06T08:15:00.000Z",
        "from": "asker",
        "text": "The stitching on the Wave Overshirt I bought has come away at the shoulder. Is that covered?"
      },
      {
        "id": "m-lucia-2",
        "at": "2026-08-06T08:15:05.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo the rule covers you. What I won’t do is tell you your own purchase date or whether your size is on the shelf — that’s Atlantica’s record, not a procedure, and I’ve passed it to the order desk with what I have.",
        "receipts": [
          {
            "procedureId": "kb-quality",
            "title": "Quality claims — what’s covered",
            "version": 3,
            "confirmedAt": "2026-02-06",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": true
  },
  {
    "kind": "thread",
    "id": "th-casamareas-ordering",
    "channel": "b2b",
    "askerName": "Elena Duarte · Casa Mareas",
    "about": {
      "type": "account",
      "id": "acct_5592"
    },
    "askerRole": "partner",
    "subject": "How do we place a reorder ourselves instead of waiting for the rep?",
    "openedAt": "2026-08-04T17:30:00.000Z",
    "messages": [
      {
        "id": "m-casa-1",
        "at": "2026-08-04T17:30:00.000Z",
        "from": "asker",
        "text": "How do we place a reorder ourselves instead of waiting for the rep?"
      },
      {
        "id": "m-casa-2",
        "at": "2026-08-04T17:30:04.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Send the reorder in here and it lands on the order desk the same hour.”\n“Piece, colourway, sizes and the ship window you need — all four.”\n“Anything sent after 4pm island time is next working day.”\n“Your rep sees it too, so you never have to send it twice.”",
        "receipts": [
          {
            "procedureId": "kb-partner-ordering",
            "title": "How an account orders for itself",
            "version": 2,
            "confirmedAt": "2026-04-09",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": true
  },
  {
    "kind": "thread",
    "id": "th-marisol-batch-claim",
    "channel": "b2b",
    "askerName": "Marisol Vega · Marisol’s Beachwear",
    "about": {
      "type": "claim",
      "id": "clm_1042"
    },
    "askerRole": "partner",
    "subject": "Twelve of the Wave Overshirts on our last order have opened at the side seam. What happens on a whole run?",
    "openedAt": "2026-08-06T09:20:00.000Z",
    "messages": [
      {
        "id": "m-marisol-1",
        "at": "2026-08-06T09:20:00.000Z",
        "from": "asker",
        "text": "Twelve of the Wave Overshirts on our last order have opened at the side seam — same place on every one, so it isn’t the customers. We’ve pulled them off the floor in Higüey. The order desk filed it as claim 1042 when I rang, but nobody could tell me what happens when it’s a whole run rather than one piece. Do we send them back, and are we invoiced for the replacements?"
      },
      {
        "id": "m-marisol-2",
        "at": "2026-08-06T09:20:06.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo each of those pieces is covered. Two things I won’t answer: what was on your last order is Atlantica’s record, not a procedure — and nothing written down says how a whole run is handled on a wholesale account rather than one garment. That part is with Maria.",
        "receipts": [
          {
            "procedureId": "kb-quality",
            "title": "Quality claims — what’s covered",
            "version": 3,
            "confirmedAt": "2026-02-06",
            "stale": false
          }
        ],
        "escalationReason": "The page covers a single piece. A whole run on a wholesale account — whether it ships back, and who carries the replacements — is not written down."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": true,
    "workType": "job"
  },
  {
    "kind": "thread",
    "id": "th-james-mill-backorder",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "The mill has our replacement dye lot on backorder. How do we chase a supplier for a late lot?",
    "openedAt": "2026-08-06T10:05:00.000Z",
    "messages": [
      {
        "id": "m-james-mill-1",
        "at": "2026-08-06T10:05:00.000Z",
        "from": "asker",
        "text": "I rang the mill about the replacement run for claim 1042 and they have the whole dye lot on backorder — they wouldn’t give me a date on the phone. Is there anything written down about chasing a supplier for a late lot, and what am I allowed to promise the account while we wait?"
      },
      {
        "id": "m-james-mill-2",
        "at": "2026-08-06T10:05:04.000Z",
        "from": "atlas",
        "text": "Two halves, and I can only answer one of them.\n\nChasing a supplier: nothing written down covers it. Atlantica’s manual is about how you serve your accounts — there is no page about suppliers at all, so I’m not going to guess. It’s with Maria now.\n\nWhat you may tell the account IS written down. Maria’s words:\n\n“Tell the account before they notice it on the packing list.”\n“Offer the next batch date, in writing, in the same message.”\n\nSo the short-batch page carries the half you can act on today, and the mill half is with Maria.",
        "receipts": [
          {
            "procedureId": "kb-short-batch",
            "title": "When a batch runs short",
            "version": 3,
            "confirmedAt": "2026-06-02",
            "stale": false
          }
        ],
        "escalationReason": "Nothing written down covers chasing a supplier — the manual has no supplier pages, and the mill conversation happened on the phone, outside Bisbe entirely."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": true,
    "workType": "problem"
  },
  {
    "kind": "thread",
    "id": "th-ana-samples",
    "channel": "internal",
    "askerName": "Ana López",
    "askerRole": "rep",
    "subject": "Can I leave a couple of samples with a buyer who hasn’t ordered yet?",
    "openedAt": "2026-06-12T15:02:00.000Z",
    "messages": [
      {
        "id": "m-ana-1",
        "at": "2026-06-12T15:02:00.000Z",
        "from": "asker",
        "text": "Can I leave a couple of samples with a buyer who hasn’t ordered yet?"
      },
      {
        "id": "m-ana-2",
        "at": "2026-06-12T15:02:02.000Z",
        "from": "atlas",
        "text": "Nothing written down covers leaving samples with a buyer who hasn’t ordered. It’s with Maria.",
        "escalationReason": "No procedure covered where samples can go."
      },
      {
        "id": "m-ana-3",
        "at": "2026-06-12T15:19:00.000Z",
        "from": "owner",
        "text": "Two pieces per account per season, and they’re logged like an order. A sample that isn’t logged is stock that walked. Anything past two is my call."
      },
      {
        "id": "m-ana-4",
        "at": "2026-06-12T15:41:00.000Z",
        "from": "atlas",
        "text": "That’s in the manual now — Sample requests, v2. Next time somebody asks, I answer it myself.",
        "receipts": [
          {
            "procedureId": "kb-samples",
            "title": "Sample requests",
            "version": 2,
            "confirmedAt": "2026-06-12",
            "stale": false
          }
        ]
      }
    ],
    "state": "learned",
    "ownerNotified": true,
    "learnedProcedureId": "kb-samples",
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-nuria-redirect",
    "channel": "internal",
    "askerName": "Nuria Beltrán",
    "askerRole": "office",
    "subject": "Do we pay to redirect a parcel when the customer gave us the wrong address?",
    "openedAt": "2026-07-31T10:20:00.000Z",
    "messages": [
      {
        "id": "m-nuria-redirect-1",
        "at": "2026-07-31T10:20:00.000Z",
        "from": "asker",
        "text": "Do we pay to redirect a parcel when the customer gave us the wrong address?"
      },
      {
        "id": "m-nuria-redirect-2",
        "at": "2026-07-31T10:20:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-nuria-redirect-answer-1",
        "at": "2026-07-31T16:05:00.000Z",
        "from": "owner",
        "text": "We redirect it once, at our cost, if they tell us the same day the label was printed. After that the redirect is theirs to pay for, and we tell them what it costs before we move it. Never send a parcel on a second time without putting the new address in writing back to them."
      },
      {
        "id": "m-nuria-redirect-release-1",
        "at": "2026-08-06T07:44:00.000Z",
        "from": "atlas",
        "text": "That’s in the manual now — Redirecting a parcel, v1. Next time somebody asks, I answer it myself.",
        "receipts": [
          {
            "procedureId": "kb-redirect",
            "title": "Redirecting a parcel",
            "version": 1,
            "confirmedAt": "2026-08-06",
            "stale": false
          }
        ]
      }
    ],
    "state": "learned",
    "ownerNotified": true,
    "learnedProcedureId": "kb-redirect",
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-ravi-discount",
    "channel": "internal",
    "askerName": "Ravi Patel",
    "askerRole": "rep",
    "subject": "Can I give a 15% discount?",
    "openedAt": "2026-07-31T11:55:00.000Z",
    "messages": [
      {
        "id": "m-ravi-discount-1",
        "at": "2026-07-31T11:55:00.000Z",
        "from": "asker",
        "text": "Can I give a 15% discount?"
      },
      {
        "id": "m-ravi-discount-2",
        "at": "2026-07-31T11:55:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“The tier is the discount. There isn’t a second one on top of it.”\n“Never discount to close in the room.”",
        "receipts": [
          {
            "procedureId": "kb-discounts",
            "title": "Discounts & what needs Maria",
            "version": 3,
            "confirmedAt": "2026-03-02",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-tomas-dispute",
    "channel": "internal",
    "askerName": "Tomás Aguilar",
    "askerRole": "books",
    "subject": "A line on their invoice is disputed. Do I keep chasing it?",
    "openedAt": "2026-08-03T13:10:00.000Z",
    "messages": [
      {
        "id": "m-tomas-dispute-1",
        "at": "2026-08-03T13:10:00.000Z",
        "from": "asker",
        "text": "A line on their invoice is disputed. Do I keep chasing it?"
      },
      {
        "id": "m-tomas-dispute-2",
        "at": "2026-08-03T13:10:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Invoice goes out the day the shipment leaves, not the day it lands.”\n“A disputed line is held, not chased — that comes to Maria.”",
        "receipts": [
          {
            "procedureId": "kb-invoicing",
            "title": "Invoicing & chasing",
            "version": 5,
            "confirmedAt": "2026-07-09",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-rosa-care",
    "channel": "b2c",
    "askerName": "Rosa Quintero",
    "askerRole": "customer",
    "subject": "Can the linen shirt go in the washing machine?",
    "openedAt": "2026-08-03T15:30:00.000Z",
    "messages": [
      {
        "id": "m-rosa-care-1",
        "at": "2026-08-03T15:30:00.000Z",
        "from": "asker",
        "text": "Can the linen shirt go in the washing machine?"
      },
      {
        "id": "m-rosa-care-2",
        "at": "2026-08-03T15:30:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Cold wash, inside out, on its own the first time. Nothing we make goes in a hot machine.”\n“No bleach and no softener. Softener is what flattens the weave on the linen, and it does not come back.”",
        "receipts": [
          {
            "procedureId": "kb-care",
            "title": "Looking after a piece",
            "version": 2,
            "confirmedAt": "2026-05-08",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-james-conditional",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "A piece says conditional. Can I promise it?",
    "openedAt": "2026-08-04T09:25:00.000Z",
    "messages": [
      {
        "id": "m-james-conditional-1",
        "at": "2026-08-04T09:25:00.000Z",
        "from": "asker",
        "text": "A piece says conditional. Can I promise it?"
      },
      {
        "id": "m-james-conditional-2",
        "at": "2026-08-04T09:25:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Restock means it’s coming and the batch date is the promise, not the piece.”\n“Conditional means it only runs if the season’s minimum is hit — so you may show it, you may not promise it.”\n“If you’ve shown a conditional piece, say the word “conditional” out loud in the room.”",
        "receipts": [
          {
            "procedureId": "kb-conditional",
            "title": "What “conditional” means on a piece",
            "version": 2,
            "confirmedAt": "2026-05-30",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-delfina-uniform",
    "channel": "b2b",
    "askerName": "Delfina Sarmiento · Hacienda Coralina",
    "askerRole": "partner",
    "subject": "Can we hold a size run open while we measure the whole spa team?",
    "openedAt": "2026-08-04T12:40:00.000Z",
    "messages": [
      {
        "id": "m-delfina-uniform-1",
        "at": "2026-08-04T12:40:00.000Z",
        "from": "asker",
        "text": "Can we hold a size run open while we measure the whole spa team?"
      },
      {
        "id": "m-delfina-uniform-2",
        "at": "2026-08-04T12:40:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-delfina-uniform-reply-1",
        "at": "2026-08-05T09:05:00.000Z",
        "from": "asker",
        "text": "Fourteen people, and we would want it again every March — does that change the answer?"
      },
      {
        "id": "m-delfina-uniform-reply-2",
        "at": "2026-08-05T09:05:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-delfina-uniform-answer-1",
        "at": "2026-08-05T11:20:00.000Z",
        "from": "owner",
        "text": "We hold a size run open for ten working days for a uniform order, and you tell us the split at the end of it. Fourteen is one order, not a standing one — a standing one is a different conversation and it is mine."
      },
      {
        "id": "m-delfina-uniform-answer-2-1",
        "at": "2026-08-06T09:50:00.000Z",
        "from": "owner",
        "text": "A held run is held on the batch board, so if the batch moves, the ten days move with it — and you hear that from us the same day."
      }
    ],
    "state": "learning-queued",
    "ownerNotified": true
  },
  {
    "kind": "thread",
    "id": "th-alba-minimum",
    "channel": "b2b",
    "askerName": "Alba Fuentes · Casa Marejada",
    "askerRole": "partner",
    "subject": "What is the smallest first order you will take?",
    "openedAt": "2026-08-05T10:15:00.000Z",
    "messages": [
      {
        "id": "m-alba-minimum-1",
        "at": "2026-08-05T10:15:00.000Z",
        "from": "asker",
        "text": "What is the smallest first order you will take?"
      },
      {
        "id": "m-alba-minimum-2",
        "at": "2026-08-05T10:15:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“A first order is thirty-six pieces, across at least two styles. That is the whole of the minimum.”\n“After that there is no minimum on anything we hold in stock — order six if six is what you need.”\n“Freight sits outside the minimum. Whether it is included depends on your tier, and the order desk will tell you which you are on.”",
        "receipts": [
          {
            "procedureId": "kb-minimum-order",
            "title": "The smallest order we take",
            "version": 2,
            "confirmedAt": "2026-05-21",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-rosa-return",
    "channel": "b2c",
    "askerName": "Rosa Quintero",
    "askerRole": "customer",
    "subject": "I ordered the wrong size. Can I send it back and swap it?",
    "openedAt": "2026-08-05T14:45:00.000Z",
    "messages": [
      {
        "id": "m-rosa-return-1",
        "at": "2026-08-05T14:45:00.000Z",
        "from": "asker",
        "text": "I ordered the wrong size. Can I send it back and swap it?"
      },
      {
        "id": "m-rosa-return-2",
        "at": "2026-08-05T14:45:00.000Z",
        "from": "atlas",
        "text": "Maria wrote this down. Word for word:\n\n“Unworn, with the lot ticket still on it, inside twenty-one days — send it back and we exchange it.”\n“The postage back is yours unless the piece is faulty. A fault is not a change of mind, and it has its own page.”\n“Money going back onto a card is Maria's call every time. Tell us what happened and she hears it the same day.”",
        "receipts": [
          {
            "procedureId": "kb-change-of-mind",
            "title": "Changing your mind about a piece",
            "version": 2,
            "confirmedAt": "2026-06-04",
            "stale": false
          }
        ]
      }
    ],
    "state": "answered-by-atlas",
    "ownerNotified": false
  },
  {
    "kind": "thread",
    "id": "th-nuria-instalments",
    "channel": "internal",
    "askerName": "Nuria Beltrán",
    "askerRole": "office",
    "subject": "Can we split a deposit into two payments?",
    "openedAt": "2026-08-06T11:30:00.000Z",
    "messages": [
      {
        "id": "m-nuria-instalments-1",
        "at": "2026-08-06T11:30:00.000Z",
        "from": "asker",
        "text": "Can we split a deposit into two payments?"
      },
      {
        "id": "m-nuria-instalments-2",
        "at": "2026-08-06T11:30:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-nuria-instalments-back-1",
        "at": "2026-08-06T11:52:00.000Z",
        "from": "owner",
        "text": "Which account, and is it their first order with us?"
      },
      {
        "id": "m-nuria-instalments-reply-1",
        "at": "2026-08-06T12:04:00.000Z",
        "from": "asker",
        "text": "Casa Duna Blanca, and yes — it is their first order. Can I tell them yes?"
      },
      {
        "id": "m-nuria-instalments-reply-2",
        "at": "2026-08-06T12:04:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-nuria-instalments-answer-1",
        "at": "2026-08-06T12:15:00.000Z",
        "from": "owner",
        "text": "Half up front still means half up front, and it goes in the run when it lands, not when it is promised. If they genuinely cannot do it in one, they can do it in two inside the same month and I want it in writing on the account. Nobody agrees to a third month."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-ana-tier",
    "channel": "internal",
    "askerName": "Ana López",
    "askerRole": "rep",
    "subject": "Can I give a bigger discount than the tier?",
    "openedAt": "2026-08-06T12:50:00.000Z",
    "messages": [
      {
        "id": "m-ana-tier-1",
        "at": "2026-08-06T12:50:00.000Z",
        "from": "asker",
        "text": "Can I give a bigger discount than the tier?"
      },
      {
        "id": "m-ana-tier-2",
        "at": "2026-08-06T12:50:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Anything past the tier price is Maria’s call, and she wants to hear it before the buyer does."
      },
      {
        "id": "m-ana-tier-answer-1",
        "at": "2026-08-06T13:20:00.000Z",
        "from": "owner",
        "text": "No, and not because I want to be difficult about it — the tier IS the discount, and the day I go under it for one account I have to explain myself to the other eleven. What you can move is freight, on anything over twenty thousand. If they are genuinely walking, tell me before you tell them."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-tomas-collector",
    "channel": "internal",
    "askerName": "Tomás Aguilar",
    "askerRole": "books",
    "subject": "Do we charge interest on a late invoice?",
    "openedAt": "2026-08-06T13:55:00.000Z",
    "messages": [
      {
        "id": "m-tomas-collector-1",
        "at": "2026-08-06T13:55:00.000Z",
        "from": "asker",
        "text": "Do we charge interest on a late invoice?"
      },
      {
        "id": "m-tomas-collector-2",
        "at": "2026-08-06T13:55:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers this, so I’m not going to guess. It’s with Maria now."
      },
      {
        "id": "m-tomas-collector-answer-1",
        "at": "2026-08-06T14:20:00.000Z",
        "from": "owner",
        "text": "We do not charge interest, and I am not going to start. What we do instead is stop the account — nothing new goes into the run while an invoice is past sixty days, and the buyer hears that from me rather than from you. It goes back on the same day it is paid."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "question"
  },
  {
    "kind": "thread",
    "id": "th-james-quote-duna",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "Casa Duna Blanca is still waiting on the spring quote — I said Tuesday and it is Thursday. What price am I holding them to?",
    "openedAt": "2026-08-06T08:12:00.000Z",
    "messages": [
      {
        "id": "m-james-quote-duna-1",
        "at": "2026-08-06T08:12:00.000Z",
        "from": "asker",
        "text": "Casa Duna Blanca is still waiting on the spring quote — I said Tuesday and it is Thursday. What price am I holding them to?"
      },
      {
        "id": "m-james-quote-duna-2",
        "at": "2026-08-06T08:12:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "A price nobody has agreed yet is Maria’s, not a rep’s."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "follow-up"
  },
  {
    "kind": "thread",
    "id": "th-nuria-card-machine",
    "channel": "internal",
    "askerName": "Nuria Beltrán",
    "askerRole": "office",
    "subject": "The card machine in the back office drops out every afternoon. Nobody has written down who we call about it.",
    "openedAt": "2026-08-05T15:40:00.000Z",
    "messages": [
      {
        "id": "m-nuria-card-machine-1",
        "at": "2026-08-05T15:40:00.000Z",
        "from": "asker",
        "text": "The card machine in the back office drops out every afternoon. Nobody has written down who we call about it."
      },
      {
        "id": "m-nuria-card-machine-2",
        "at": "2026-08-05T15:40:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing in the manual says who owns the card machine, so I’m not going to guess."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "problem"
  },
  {
    "kind": "thread",
    "id": "th-ana-dye-certificate",
    "channel": "internal",
    "askerName": "Ana López",
    "askerRole": "rep",
    "subject": "Chase the dye-lot certificate from the mill before the Casa Mareas run starts.",
    "openedAt": "2026-08-06T09:35:00.000Z",
    "messages": [
      {
        "id": "m-ana-dye-certificate-1",
        "at": "2026-08-06T09:35:00.000Z",
        "from": "asker",
        "text": "Chase the dye-lot certificate from the mill before the Casa Mareas run starts."
      },
      {
        "id": "m-ana-dye-certificate-2",
        "at": "2026-08-06T09:35:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "There is no page about the certificate, so this goes to a person."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "task"
  },
  {
    "kind": "thread",
    "id": "th-ravi-polo-dyelot",
    "channel": "internal",
    "askerName": "Ravi Patel",
    "askerRole": "rep",
    "subject": "Hacienda Coralina’s pool-bar polos are stopped, waiting on the replacement dye lot from the mill. The mill says Friday.",
    "openedAt": "2026-08-04T11:05:00.000Z",
    "messages": [
      {
        "id": "m-ravi-polo-dyelot-1",
        "at": "2026-08-04T11:05:00.000Z",
        "from": "asker",
        "text": "Hacienda Coralina’s pool-bar polos are stopped, waiting on the replacement dye lot from the mill. The mill says Friday."
      },
      {
        "id": "m-ravi-polo-dyelot-2",
        "at": "2026-08-04T11:05:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down covers what we tell an account while a lot is late."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "job"
  },
  {
    "kind": "thread",
    "id": "th-james-feedback-photo",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "Adding a photo to a job fails on my phone — it spins, and then nothing happens.",
    "openedAt": "2026-08-06T07:48:00.000Z",
    "messages": [
      {
        "id": "m-james-feedback-photo-1",
        "at": "2026-08-06T07:48:00.000Z",
        "from": "asker",
        "text": "Adding a photo to a job fails on my phone — it spins, and then nothing happens."
      },
      {
        "id": "m-james-feedback-photo-2",
        "at": "2026-08-06T07:48:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "This one is about Bisbe itself rather than about Atlantica, so nothing in this manual answers it."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "product-feedback"
  },
  {
    "kind": "thread",
    "id": "th-ana-feedback-text",
    "channel": "internal",
    "askerName": "Ana López",
    "askerRole": "rep",
    "subject": "It would save me a call if I could text a customer straight from the job.",
    "openedAt": "2026-08-05T17:20:00.000Z",
    "messages": [
      {
        "id": "m-ana-feedback-text-1",
        "at": "2026-08-05T17:20:00.000Z",
        "from": "asker",
        "text": "It would save me a call if I could text a customer straight from the job."
      },
      {
        "id": "m-ana-feedback-text-2",
        "at": "2026-08-05T17:20:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "This one is about Bisbe itself rather than about Atlantica, so nothing in this manual answers it."
      }
    ],
    "state": "waiting-on-owner",
    "ownerNotified": false,
    "workType": "product-feedback"
  },
  {
    "kind": "thread",
    "id": "th-ana-casamareas-cut",
    "channel": "internal",
    "askerName": "Ana López",
    "askerRole": "rep",
    "subject": "Casa Mareas reorder — 200 tees to cut and ship this week. Confirming we are cutting Wednesday.",
    "openedAt": "2026-08-03T09:10:00.000Z",
    "messages": [
      {
        "id": "m-ana-casamareas-cut-1",
        "at": "2026-08-03T09:10:00.000Z",
        "from": "asker",
        "text": "Casa Mareas reorder — 200 tees to cut and ship this week. Confirming we are cutting Wednesday."
      },
      {
        "id": "m-ana-casamareas-cut-2",
        "at": "2026-08-03T09:10:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "A cut date is a commitment to an account, so it goes to Maria before it is said out loud."
      },
      {
        "id": "m-ana-casamareas-cut-answer-1",
        "at": "2026-08-03T10:02:00.000Z",
        "from": "owner",
        "text": "Cut Wednesday, ship Friday, and give Elena the Friday date rather than the Wednesday one. We do not hand an account a date we have not already met."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "job"
  },
  {
    "kind": "thread",
    "id": "th-james-ring-elena",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "Ring Elena Duarte back about the autumn line sheet — she left a message yesterday.",
    "openedAt": "2026-08-05T08:30:00.000Z",
    "messages": [
      {
        "id": "m-james-ring-elena-1",
        "at": "2026-08-05T08:30:00.000Z",
        "from": "asker",
        "text": "Ring Elena Duarte back about the autumn line sheet — she left a message yesterday."
      },
      {
        "id": "m-james-ring-elena-2",
        "at": "2026-08-05T08:30:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "What we are willing to show an account before the season opens is Maria’s call."
      },
      {
        "id": "m-james-ring-elena-answer-1",
        "at": "2026-08-05T09:14:00.000Z",
        "from": "owner",
        "text": "Ring her today. She can see the line sheet, not the prices — those are not signed off until the mill confirms."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "follow-up"
  },
  {
    "kind": "thread",
    "id": "th-james-linesheet-coralina",
    "channel": "internal",
    "askerName": "James Tate",
    "askerRole": "rep",
    "subject": "The autumn line sheet is owed to Hacienda Coralina. Delfina has asked twice now.",
    "openedAt": "2026-08-04T14:20:00.000Z",
    "messages": [
      {
        "id": "m-james-linesheet-coralina-1",
        "at": "2026-08-04T14:20:00.000Z",
        "from": "asker",
        "text": "The autumn line sheet is owed to Hacienda Coralina. Delfina has asked twice now."
      },
      {
        "id": "m-james-linesheet-coralina-2",
        "at": "2026-08-04T14:20:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Nothing written down says when a line sheet goes out, and being asked twice is not a reason on its own."
      },
      {
        "id": "m-james-linesheet-coralina-answer-1",
        "at": "2026-08-04T16:45:00.000Z",
        "from": "owner",
        "text": "Send it Friday with the rest of them, and ring Delfina first so she hears it from you before she reads it."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "follow-up"
  },
  {
    "kind": "thread",
    "id": "th-nuria-returns-page",
    "channel": "internal",
    "askerName": "Nuria Beltrán",
    "askerRole": "office",
    "subject": "Put the returns rules on the account’s own page so buyers stop asking us one at a time.",
    "openedAt": "2026-08-05T12:05:00.000Z",
    "messages": [
      {
        "id": "m-nuria-returns-page-1",
        "at": "2026-08-05T12:05:00.000Z",
        "from": "asker",
        "text": "Put the returns rules on the account’s own page so buyers stop asking us one at a time."
      },
      {
        "id": "m-nuria-returns-page-2",
        "at": "2026-08-05T12:05:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "Changing what an account can see about our terms is not something I decide."
      },
      {
        "id": "m-nuria-returns-page-answer-1",
        "at": "2026-08-05T13:30:00.000Z",
        "from": "owner",
        "text": "Good idea. Do it for the returns rules only — not the credit rules, which stay a conversation."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "idea"
  },
  {
    "kind": "thread",
    "id": "th-ravi-sample-pack",
    "channel": "internal",
    "askerName": "Ravi Patel",
    "askerRole": "rep",
    "subject": "The sample pack is still out with Casa Duna Blanca. Chase it before the season closes?",
    "openedAt": "2026-08-03T16:40:00.000Z",
    "messages": [
      {
        "id": "m-ravi-sample-pack-1",
        "at": "2026-08-03T16:40:00.000Z",
        "from": "asker",
        "text": "The sample pack is still out with Casa Duna Blanca. Chase it before the season closes?"
      },
      {
        "id": "m-ravi-sample-pack-2",
        "at": "2026-08-03T16:40:00.000Z",
        "from": "atlas",
        "text": "Nothing written down covers this, so Bisbe didn’t guess. It’s in the answering side’s queue.",
        "escalationReason": "How hard we chase a pack that has not converted is a judgement about the account."
      },
      {
        "id": "m-ravi-sample-pack-answer-1",
        "at": "2026-08-04T08:15:00.000Z",
        "from": "owner",
        "text": "Chase once, politely, this week. If it comes back with no order it still comes back — the pack is worth more to us than the conversation."
      }
    ],
    "state": "answered-by-owner",
    "ownerNotified": true,
    "workType": "follow-up"
  }
]