User Journey

A guest pings on chat about a noisy room. The thread arrives in the inbox at high priority with an SLA timer; the agent assigns it, runs a smart-reply draft, edits it, and (as owner) sends. As the issue is handled, the status moves to resolved — and if it began as a ticket, resolving the thread resolves the ticket.

The inbox emits `message.sent`, `conversation.assigned`, `conversation.status_changed`, and `ticket.resolved` on the shared bus. It consumes escalations from #03 (route-to-ticket) and #38 (convert-to-ticket). Resolved-ticket and SLA-adherence signals roll up into partner scorecards (#13) and KPI/anomaly monitoring (#24) — all reading the same conversations, never copies.