User Journey

A guest emails "Need to move my arrival to Friday" in French. The agent opens it and runs triage: the pipeline detects French, classifies it as a booking-change at normal priority with neutral sentiment, joins it to the guest's booking (reference, property, loyalty tier), and drafts a warm French reply with the booking reference filled in. QC flags anything missing — a negative-sentiment email gets an empathetic-tone note.

The agent tweaks a sentence and (as owner) sends. That single action opens a support conversation, writes both the inbound and the reply message, marks the email sent, and fires a confirmation into the comms center — all through the one adapter.

Triage emits `email.triaged`; a send emits `email.replied`; a route emits `ticket.created` + `ticket.routed`. Those events carry to the rest of the cluster: routed and replied threads become shared conversations and tickets that #16 Multi-Channel Support Inbox owns and lists, the confirmation rides #35's `notification.sent` path, and resolution + SLA signals roll up into partner scorecards (#13) and KPI/anomaly monitoring (#24). The email never gets duplicated — every app reads the same conversation.