The agent that reads partner notes now files the work itself

The agent that reads notes about a campaign stopped writing proposals for someone to accept and started making the changes, with a record of every decision it took. Everything sent to us now lands on one conversation, whichever door it came through.

A day spent entirely underneath. The work was on the agents that read what comes in from partners, on where everything that comes in ends up, and on giving each kind of fulfillment work a desk of its own.

For our partners

Nothing moved on the surface today; the work was all underneath.

Behind the scenes

1. The agent that reads notes about a campaign now makes the changes itself, with its reasoning and every decision recorded, instead of writing a list of suggestions for a person to accept.
2. Email, calls, notes and comments on tasks all land on one conversation record, so a thread reads in one place whichever way it arrived.
3. Each kind of fulfillment work (content, Business Profile posts, link placements, site edits) has a page showing what needs doing now and the agent to press for it.
4. Short in-app reads that used to answer a question and leave nothing behind now leave a full record, including the reason when the answer does not come back.

1. The note reader is a real agent

It used to read a note and hand back a tidy list of proposed changes for someone to click through. That put the onus on the person clicking rather than on the agent being right, and it left no transcript, no cost and no way to grade the work afterwards. Now it files the changes, hands anything it should not decide on its own to a person, and writes back to whoever sent the note saying what happened. Every read is reviewable the same way any other agent’s work is.

2. One record per conversation

Each door used to keep its own half of the story: an email in one place, a call summary in another, a note somewhere else. They are messages on one record now, with one owner and one rule about who can read it. A comment on a task that names one of us used to ring a few bells and belong to nobody; it opens a conversation someone owns, and the answer written there goes back onto the task.