Deferred from Stage 05a on 2026-08-30. See stage-05-decisions.md decisions 1 and 5.
Stage 05a's ownership model is claiming: an explicit Claim button plus auto-claim on the first outgoing reply. That is the right model at 1-3 agents, where routing is not a problem anyone has.
Build when the team has enough agents that "who picks this up" stops resolving itself:
- Round-robin auto-assignment per inbox over
supportInboxMember rows with role: 'agent'
- Agent availability toggle (available / away), stored per user per inbox; round-robin skips unavailable agents
- Acceptance: distributes evenly across available agents and skips unavailable ones
Note this interacts with auto-claim-on-reply — decide whether round-robin pre-assignment replaces claiming or coexists with it.
Deferred from Stage 05a on 2026-08-30. See
stage-05-decisions.mddecisions 1 and 5.Stage 05a's ownership model is claiming: an explicit Claim button plus auto-claim on the first outgoing reply. That is the right model at 1-3 agents, where routing is not a problem anyone has.
Build when the team has enough agents that "who picks this up" stops resolving itself:
supportInboxMemberrows withrole: 'agent'Note this interacts with auto-claim-on-reply — decide whether round-robin pre-assignment replaces claiming or coexists with it.