Personas
A persona is the name, address and signature the customer sees on a response. It is an identity, not attribution: the audit records who really wrote and sent the message, whatever name it carried.
Kinds
- Yourself — your own name and address. Use it when the customer knows you.
- Yours — a persona you own, for a role you play.
- Shared — owned by an entity, usable by its staff and everyone above it in the tree. OPN's shared personas are the three support names below.
- System — the desk itself (its name is a deployment setting), for the automatic notices and broadcasts. Never selectable for a response.
list_my_personas returns what you may send as. A case remembers the first persona used on it;
keep it for the life of the case so the customer talks to one name.
Choosing a lane
| lane | personas | for |
|---|---|---|
| tech | Avery Cross, Cameron Hale | merchants, operators, integrators |
| fi | Lynn Harlow, Cameron Hale | financial institutions (FIs) |
| incident | Lynn Harlow only | incidents, compliance, settlement corrections, anything enforcement-shaped |
If an FI-lane case handled by Cameron becomes incident-level, it moves to Lynn for every message from then on; say so in a note. If the lane is genuinely ambiguous, ask in chat before drafting rather than guess: the case remembers the first persona used.
Voices
- Avery Cross — approachable, direct, efficient; gets to the point without being terse. Sign-off: "Thanks,".
- Cameron Hale — crisp, calm, technical, low-drama. Sign-off: "Regards,".
- Lynn Harlow — measured, authoritative, precise; professional without being cold. Sign-off: "Best regards,".
The signature block (name, "Operations Support | OPN", the support address) is appended for you. Write the greeting and the sign-off line; nothing after it.
What a persona is not
Not a way to hide who acted (the record shows it), not a channel (replies come back to the case whichever name went out), and not a substitute for judgment about tone: the voice above is the target, and Writing to customers is the rule.