Support hand-offs, prepared and followed through
Kobal writes each hand-off from the evidence and delivers it to Slack, your tracker, your helpdesk or your CRM, following the rule you’ve set for that kind of action. Every attempt is recorded, including the ones that fail.
Refunds after Friday’s release
Pro customers renewing since Friday’s billing release report being charged twice and locked out of their workspace.
44 tickets · 9 accounts · since Friday 19:40
Requested actionHand off to the billing team
It writes. Your rules decide.
Kobal drafts whenever an alert or investigation calls for a next step, because a draft changes nothing.
What happens next is up to the rule you’ve set for that kind of action, never up to Kobal.
- Tag 44 tickets “billing-release”HelpdeskRuns on its ownDone · 09:02
- Hand-off to the billing teamSlack · #billing-engWaits for your yesWaiting for Arthur
- Flag Acme Corp at riskCRMWaits for your yesWaiting for Arthur
- Reply to Acme Corp on #8421HelpdeskDraft onlyStays a draft for your team
- 09:02Tagged 44 ticketsRan on its own · Undo availableDone
- 09:20Posted the hand-off to #billing-engApproved by ArthurDone
- 09:21Flagged Acme Corp at risk in CRMApproved by ArthurSending
- From
- Investigation · Refunds after Friday’s release
- Rule
- CRM risk flag · waits for your yes · version 2
- Approved by
- Arthur · 09:21
- Tried to write
- Acme Corp · Account risk: High
- Came back
- “Permission denied. Kobal can’t edit Account risk.”
- Undo
- Nothing was written
- Now
- In Needs attention
- 09:21Check bookedThe refunds check runs again next MondayBooked
Nothing fails quietly
Kobal checks it’s allowed to write before it tries, and logs every attempt with the rule behind it, who said yes and what came back. When a tool refuses, you see the failure instead of a hand-off that never arrived.
Sent isn’t solved. When a hand-off is meant to fix something, Kobal books the check that spotted the problem to run again. So you find out whether the tickets dropped, not just that the message went out.
How Kobal measures the resultSame rules, whatever the tool
Every hand-off leaves Kobal the same way: it checks it’s allowed to write there, follows your rule and records the attempt. Swap Slack for a tracker, or have no tracker at all, and nothing else about it changes.
- Your tracker is connectedA work item, with the evidence and a link back.
- You don’t use a trackerThe same hand-off, in Slack or email.
- Kobal can’t edit your help centreA task for the article’s owner, evidence attached.
- Tickets
- 44
- Accounts
- 9
- Started
- Friday 19:40
- From
- Investigation
“We were charged twice for the renewal, and the workspace still says our plan expired.”Review evidenceAsk Kobal
Pro customers renewing since Friday’s billing release are charged twice and locked out of their workspace.
- Team
- Billing
- Severity
- High
- Started
- Friday 19:40
- Allowed to write
- Rule: waits for your yes
- Approved by Arthur
- Recorded in the action history
Built to be checked
Kobal does the writing and the routing. The decisions stay with you.
It will: Draft a reply for your team to send.
It won’t: Send anything to a customer.
It will: Tell you when a kind of action could run on its own.
It won’t: Switch that on by itself.
It will: Write only where you’ve given it permission, and mark its helpdesk changes as Kobal’s.
It won’t: Work around a tool that says no.
It will: Hold the extras and tell you when a limit is reached.
It won’t: Open forty work items overnight because one run went wrong.
It will: Put an undo on the record wherever the tool offers one.
It won’t: Promise an undo where the tool can’t give one.
Questions, answered
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