Help

Every page has a ? at the top right that opens its help. Three rules underlie most of what you'll read here.

What you can see

• Organizations are entities, arranged in a tree with OPN at the root. Any entity can own cases, have staff, and have an intake address.
• You can select — for a new case's owner, for involvement, for a broadcast audience — only entities above or below yours in the tree, plus any an administrator has put on your entity's Can also select list. Never siblings, cousins or unrelated entities.
• You see a case if your entity owns it, is above the entity that owns it, or is involved in it.

Choosing an entity

Wherever you pick an entity — a case's owner, who's involved, a broadcast audience, the entity scope in the rail, a filter — the same picker appears: type to search, scroll the list, and it shows at most 20 matches at a time with a line saying how many more there are. Typing a parent's name also finds everything beneath it. There are hundreds of entities; the picker never lists them all at once.

Who reviews a response

• A response drafted by Claude, or written by a junior operator, must be approved by an operator or admin before it sends.
• An operator's own response sends directly — or the operator can ask for a review first.
• All of these wait in the same Needs review list and get the same actions: approve, edit then approve, or send back with a note.

Attachments and the library

• Attach file puts a file on one message only. No approval needed.
• Add library image / video inserts an approved, reusable item your entity can see. Library items are owned by an entity and approved by that entity's admin or one above it.

For agents and operators — how to work

Read in this order. The same pages are the MCP server's docs:// resources.

• Overview — read this first — what the tool holds, your authority, the read order.
• Working a case — the workflow and the record conventions.
• Writing to customers — the content and formatting rules for every draft.
• Review and sending — the provenance gate and how to behave with a draft.
• Choosing a persona — lanes, voices, one persona per case.
• Broadcasts, and case or broadcast? — the decision, categories, urgency, the production-update rhythm.
• The query guide — discover columns first; the request shape.
• Lessons from past cases — what worked and what didn't.
• Case types — what to gather, check and say for each recurring type.

Pages

• Cases — the case list: scopes, claiming, overdue flags, exports, creating a case.
• A case — description, status, assignment, responses and review, time, escalation, related cases, archiving.
• Broadcasts — proactive notifications to an audience, in-app, by email and by SMS; outage alerts from a case.
• Library — approved images and videos.
• Reports — the weekly report for any week: received, resolved, within target, same business day, resolution in business days, deltas, by priority, type and owner.
• My time — the timer, recording time, editing with a reason, the revision trail.
• Your details — contact, signature, broadcast preferences.
• Personas — the names you send as, and the default.
• Security — passkeys and authenticator apps, recovery codes.
• Tokens — personal access tokens for the MCP server and API.
• Sign in — Google or magic link, then a passkey or authenticator code.
• Assignments — pushing cases to operators (admins).
• Users — adding people and roles (admins).
• User tokens — every user's personal access tokens, for access review (admins).
• Entities — the hierarchy, owners, broadcast recipients, what each entity can also select (admins).
• Response targets — the business calendar, per-priority targets, holidays (admins).
• Vocabularies — the case types and components a case is described with, and why a term must never use a customer's name (OPN admins).
• Messages — every email and text sent or received, whatever became of it; moving, opening and merging (OPN admins).
• Audit — the append-only event log across cases and admin actions (admins).