Current decision

90% klar, real staffing/reconnect proof kvar

Funktionerna finns och är säljbara som Flow-standard. För att kalla detta 100% mot Intercom/Zendesk behöver vi live-staffing och reconnect-bevis från riktig tenant.

4

proof lanes

6

checks

4

external proof

Operational proof

Det som måste fungera när kunden faktiskt skriver

Green

Conversation continuity

Chat resumes the same customer context and can hand off to ticket or callback without dumping a form.

  • same conversation
  • ticket handoff
  • read/typing markers
  • reconnect-safe copy

Green with staffing proof pending

Availability and presence

Widget copy shows online/away/offline and fallback routes. Final proof needs a real staffed schedule.

  • online state
  • away state
  • closed fallback
  • timezone policy

Green

Callback intelligence

Callback can route by customer intent, open hours, SLA and missed-call recovery.

  • call now
  • call later
  • missed-call recovery
  • SLA expectation

Green

Customer-safe failure

If chat/callback is degraded, the customer sees an honest fallback and ops gets a recoverable queue item.

  • retry state
  • support queue
  • customer-safe copy
  • owner visible

Acceptance

Go-live checks

  • Customer can start chat without filling a long form first.
  • Callback copy is based on tenant staffing and open hours.
  • Call now uses the configured public phone number.
  • Missed callbacks become recoverable tasks with owner and SLA.
  • Reconnect or page refresh does not lose submitted context.
  • Support can see queue health and next action.

Remaining external proof

Det som kräver riktig drift

  • Run degraded-network reconnect proof with real browser automation.
  • Connect a real staffing schedule and verify open/away/offline transitions.
  • Archive one missed-call recovery from live tenant traffic.
  • Capture mobile proof for chat, callback and fallback states.