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Create a case from email and assign it without duplicate ownership.

Show the customer's previous conversations while handling the new case.

Assign a ticket according to type, priority or team.

Publish an answer and find it as a customer and as an agent.

Inspect first-response time, backlog and resolution trends.

Demonstrate a breached target and the next escalation.

Apply a team working-hours calendar to a response target.

Continue a case with history from at least two channels.

Add a private note or involve another team without exposing it to the customer.

Apply a reusable reply that also updates ticket fields.

Make an issue type available for routing and reporting.

Prevent a junior agent changing restricted settings or records.

See who changed ownership, priority or status.

Create or update a case in a connected business system.

Collect feedback linked to the closed case.

Export a case with its messages and useful identifiers.

Transfer a bot conversation with context and customer details.

Draft a response from the case and approved knowledge.

Summarise the case or identify its intent before routing.

Resolve a supported issue and escalate an unsupported request to staff.

Answer a question using an approved document or help article.

Retrieve or update a permitted record through an integration.

Complete a request that needs clarification over several turns.

Escalate an unsupported request with its conversation context.

Inspect the agent's messages and the actions it attempted.

Add, update and remove a source used by the agent.

Limit which systems and actions this agent can use.

Require a person to approve an action before it executes.

Simulate a failed integration and show a useful recovery path.

Protect a private-record lookup from an unauthenticated visitor.

Set a restricted topic or action and test it.

Use the agent in two supported channels.

Test a change separately before promoting it.

Run a saved set of cases after changing the agent.

Report successful actions, escalations and failed requests separately.

Export relevant logs for independent review.

Inspect usage and set or explain the spending limit.

Show how model behaviour or choice is configured for the task.

Describe an agent and inspect the generated configuration.

Identify weak conversations or score outcomes with configurable criteria.