# Connect by JBRH documentation

Every public page about Connect: what each capability does today, the end-to-end workflows, the technology behind them, and what to do when something fails. Each page states its status and the date it was last checked against the running system.

- **Status:** Available
- **Audience:** both
- **Last verified:** 2026-09-10
- **Canonical:** https://connectbyjbrh.com/docs/

## Docs

| Page | What it covers |
|---|---|
| [Phone and voice in Connect](/docs/phone/) | How Connect answers and places calls: the two voice engines, what a line owns, and where every phone topic in this manual sits. |
| [Email in Connect](/docs/email/) | The email channel end to end: the providers you can connect, what a mailbox owns, how a provider message becomes canonical, and where every other email page sits. |
| [Prospecting in Connect](/docs/prospects/) | The prospecting section: the stages from a discovery brief to a first reply, the evidence rule underneath them, and where each page sits. |
| [Relationships in Connect](/docs/relationships/) | The section map: Person, Identity and Company, the console that answers one relationship for both audiences, and where every other page here sits. |
| [Sales in Connect](/docs/sales/) | Opportunities, the pipeline and demos — and the line between a question Connect can answer from Knowledge and a commercial decision it must escalate. |
| [Follow-ups in Connect](/docs/follow-ups/) | The section map: what a dated commitment is, the six channels one can sit on, which of them a drain executes, and where every other page here lives. |
| [Support in Connect](/docs/support/) | The section map: what a support case is, how onboarding works, why the relationship carries on after the sale, and where website enquiries actually live. |
| [WhatsApp in Connect](/docs/whatsapp/) | WhatsApp as a Connect channel: the two ways a number is connected to Meta, what Meta decides, and where every WhatsApp topic in this manual sits. |
| [SMS in Connect](/docs/sms/) | SMS in Connect is a foundation: inbound, dedupe, STOP and suppression work; outbound depends entirely on the provider, and the live carrier carries no SMS. |
| [Connect Assistant](/docs/assistant/) | What the Connect Assistant is, the 66 tools behind it, how every write reaches a record, and the authority it deliberately does not have. |
| [Memory in Connect](/docs/memory/) | What Connect remembers about a business and its people: four tiers resolved narrowest-first, how each is written, and how a person reads or forgets any of it. |
| [Knowledge in Connect](/docs/knowledge/) | Where a grounded answer comes from: the sources a workspace supplies, the authority each one carries, and how a few passages reach a reply. |
| [What Connect may do](/docs/autonomy/) | The controls deciding what Connect may send, call or do on its own: four modes, four scopes, the approval queue, and the decision log. |
| [Files and data in Connect](/docs/files-data/) | The two halves of Files and data: one file service shared by both audiences, and a grid over 13 record sheets that never writes to a table directly. |
| [Account and access](/docs/account/) | How you get into Connect, what a session is, which workspace you land in, who may change what, and the switches an individual person owns. |
| [Security and isolation](/docs/security/) | How one workspace is kept from another, what is recorded and reviewable, and what this section deliberately does not publish. |
| [Connect by JBRH](/docs/product/) | What Connect by JBRH is, the five channels it works across, the records it keeps, and the controls that decide what it may do without asking. |
| [Getting started with Connect](/docs/getting-started/) | The shortest route from an empty workspace to Connect handling real work: the order to do things in, what each step proves, and where setups stall. |
| [How-to guides](/docs/how-to/) | Task-shaped instructions for Connect: each guide is one job from first action to proof it worked, with the recovery when it did not. |
| [Business use cases](/docs/use-cases/) | The shapes of work Connect is put to, what each one needs configured first, and the limits that decide whether a given shape is possible at all. |
| [Technology reference](/docs/technology/) | How to read the technology reference: the ten questions every page answers, the five status words, and the rule that Connect's own use is always stated. |
| [Protocol reference](/docs/protocols/) | The wire protocols and description formats Connect speaks, the exact version of each, and which ones Connect only explains rather than runs. |
| [End-to-end workflows](/docs/workflows/) | How every end-to-end flow in this manual is documented: the twelve stages, what each promises, how to read the failure column, and the index of every flow. |
| [Glossary](/docs/glossary/) | One canonical definition per term in Connect, and the rule that every other page links here instead of defining a word a second time. |
| [Comparisons and concepts](/docs/compare/) | The index of Connect's comparison pages: how it sits beside a CRM, a helpdesk or a call centre, and the internal distinctions people confuse. |
| [Troubleshooting](/docs/troubleshooting/) | The index of documented failures, plus how to read a page here: what each one promises, the three questions to answer first, and what is never printed. |

## Phone

| Page | What it covers |
|---|---|
| [Your business number in Connect](/docs/phone/business-number/) | What a phone number becomes once a workspace claims it: a channel_routes line that carries the provider, the permissions, the hours and the routing. |
| [Configuring a phone line](/docs/phone/line-configuration/) | The ten facts that make up a phone line, what each one refuses when it is set wrongly, and the order to decide them in. |
| [How a call reaches your workspace](/docs/phone/carrier-routing/) | How a dialled number becomes a workspace, why every handler enters that workspace before reading a setting, and what an unclaimed number does. |
| [Carrier callback verification](/docs/phone/carrier-verification/) | Why every carrier callback is signature-checked inside the owning workspace, what a replayed webhook looks like, and the index that stops one. |
| [Answering inbound calls](/docs/phone/inbound-calls/) | From ring to greeting to first reply: the gates a caller passes, what they hear at each refusal, and what is written down while they talk. |
| [Placing outbound calls](/docs/phone/outbound-calls/) | The five gates an outbound call passes before a number is dialled, what each refusal means, and how a call-back gets placed at all. |
| [Business hours and the closed line](/docs/phone/business-hours/) | How opening hours are set on a line, what a caller hears outside them, and why the closed-line message never speaks the hours aloud. |
| [Switching the line off](/docs/phone/line-off/) | What switching a phone line off does to a caller, to the call record and to work already scheduled on that line — and why it is not silence. |
| [The call record](/docs/phone/call-record/) | Every field on a call: ring and answer times, provider status, cost, participants, quality, and why outcome and disposition are separate columns. |
| [Call transcripts](/docs/phone/transcript/) | How a call transcript is assembled turn by turn, what the latency beside a reply actually measures, and the three things a transcript is not. |
| [Call summaries](/docs/phone/call-summary/) | When a call summary is written, the two conditions under which Connect refuses to write one, and what a summary is allowed to contain. |
| [Call outcomes and dispositions](/docs/phone/call-outcome/) | The engine's outcome and a person's disposition are two columns answering two questions. What each one says, and how to use them together. |
| [Who ended the call](/docs/phone/hangup-attribution/) | The six values of hangup_by, why every non-caller ending once read as 'agent', and how to tell an ended call from a dropped one. |
| [Calls that were never a conversation](/docs/phone/not-a-conversation/) | no_answer, not_reached and silent failure are three different nothings. What each one means, how to tell them apart, and why none creates a lead. |
| [The realtime voice engine](/docs/phone/realtime-engine/) | The speech-to-speech calling path: how a workspace turns it on, what the worker is given for each call, and what it is never allowed to know. |
| [The carrier turn-based engine](/docs/phone/turn-based-engine/) | The carrier webhook path — gather, reply, redirect — when it is the right engine for a line, and the three things it cannot do. |
| [The voice worker](/docs/phone/voice-worker/) | The process that holds a realtime call: how it starts, what it heartbeats, how a deploy drains it, and what a caller gets when none is running. |
| [Capacity and admission control](/docs/phone/worker-capacity/) | How admission decides a call can be taken: load per core, the 0.85 threshold, why a silent worker reads as free, and what saturation does to a caller. |
| [The greeting](/docs/phone/greeting/) | How the first sentence of a call is chosen, why it is synthesised while the phone is still ringing, and what happens when it cannot be spoken. |
| [Greeting warm-up](/docs/phone/greeting-prewarm/) | How Connect has the first sentence of a call already synthesised before the phone is picked up, and the quota refusal that once cost every restart its warm greeting. |
| [Barge-in](/docs/phone/barge-in/) | Speaking over the voice on a live call: what stops it, the two-second rule that decides an interruption was ignored, and why the greeting is protected. |
| [Turn detection and end of speech](/docs/phone/turn-detection/) | Deciding that the caller has finished speaking: the model's own detection, the host semantic path with dynamic endpointing, and how to choose between them. |
| [Silence and check-ins](/docs/phone/silence/) | What Connect does when nobody is speaking: how presence is tracked, why nothing is said over a caller, and what a silent stretch leaves on the record. |
| [Abandoned calls](/docs/phone/abandonment/) | Calls the caller walked away from: how the hang-up watcher recognises real abandonment, what it records, and why no closing line is spoken. |
| [Reply latency on a call](/docs/phone/latency/) | How long a caller waits for a reply: what the clock measures, where the floor comes from, and how to tell a slow reply from a slow model. |
| [The response watchdog](/docs/phone/response-watchdog/) | The timer that asks a stalled model to answer: why its default is 5.5 seconds, what disarms it, and how a nudge can cancel the very reply it was waiting for. |
| [Multilingual calling](/docs/phone/multilingual-calls/) | Calls held in more than one language: how the opening choice is made, what may change part-way through, and what a mixed sentence does. |
| [Detecting the caller's language](/docs/phone/language-detection/) | What counts as proof a caller has changed language: four tiers with four different bars, the transcript artefacts that never count, and what pinning overrides. |
| [Remembering a caller's language](/docs/phone/known-language/) | A caller's remembered speaking preference: where it is held, why Connect speaks it from the first reply, what overrides it, and what it costs in the brief. |
| [Regional speaking style](/docs/phone/regional-speech/) | The regional speaking-style layer: the prompt directions it adds, the things it cannot touch, and why a rendered cadence rule was removed rather than kept. |
| [Light code-mixing and slang](/docs/phone/code-mixing/) | Hinglish and light slang on a call: when a mixed sentence counts as evidence and when it does not, and what asking a model for a register achieves. |
| [Identifying the caller](/docs/phone/caller-identity/) | Turning the number that rang into a person: the phone key, the rule when two records share a number, and what happens when nobody gives a name. |
| [Names heard on a call](/docs/phone/names-on-calls/) | What happens to a name spoken on a call: the protected markers, why a form of address never becomes one, and every door it must pass on the way in and out. |
| [A returning caller](/docs/phone/returning-caller/) | The second time somebody rings: what Connect has already, how little of it reaches the conversation, and why continuity is not the same as recital. |
| [The call brief](/docs/phone/call-context/) | Everything assembled before a call starts: persona, purpose, contact facts, knowledge, rules and guidance — each with a character budget, and why the budgets exist. |
| [Voice profiles](/docs/phone/voice-profile/) | Named bundles of voice settings: where one can be attached, the six-step resolution order that decides which wins, and what is recorded on the call. |
| [Human voice profiles](/docs/phone/human-voice-profiles/) | One choice that yields a whole person: 86 parameters across identity, speech, imperfections and psychology, and the ones marked unsupported rather than faked. |
| [The Voice Lab](/docs/phone/voice-lab/) | The screen where a line's voice is tuned: engine settings that take effect exactly, steering text the model interprets, drafts and test calls. |
| [Call quality review](/docs/phone/voice-lab-review/) | What a finished call is scored on: deterministic findings with the setting each one points at, the model's opinion kept separate, and limits that do not lower the score. |
| [What a setting cannot change](/docs/phone/model-limits/) | Findings the call review counts but does not score, why they come with no control to turn, and the two behaviours proven unreachable by prompting. |
| [Connect's own voice](/docs/phone/connect-voice-tts/) | Why the words a caller hears are synthesised by Connect rather than the carrier, how a sentence becomes a cached MP3, and the rule that forbids silence. |
| [Telling the voice how to speak](/docs/phone/speaking-guide/) | The style block and the behaviour block: which settings become session parameters, which become instructions a model may only approximate, and which are neither. |
| [Steering a live call](/docs/phone/supervisor/) | The panel a colleague uses to steer a call in progress: why guidance never reaches the caller, and why pause, take over and release are read back out of the log. |
| [Transfer and escalation](/docs/phone/live-transfer/) | What an escalation phrase queues on a live call, why the transfer capability is asked of the provider rather than assumed, and what the live carrier does not carry. |
| [Calling from the browser](/docs/phone/softphone/) | The browser line: a per-person SIP endpoint, why every state the dialler shows comes from a SIP event, and how a browser call actually makes a phone ring. |
| [Follow-ups from a call](/docs/phone/call-follow-up/) | How a spoken commitment on a call becomes a dated follow-up: the words that parse into a time, the channel it lands on, and the default when nothing parses. |
| [Promises made on a call](/docs/phone/promise-integrity/) | The rule that refuses a follow-up time the caller never said, what counts as agreeing to one, when a read-back is asked, and the finding for an empty promise. |
| [Executing phone follow-ups](/docs/phone/phone-followup-drain/) | The drain that places a due call-back, the gates each one passes, the retry when no voice worker is ready, and the point at which a late follow-up is abandoned. |
| [Facts learned on a call](/docs/phone/call-facts/) | What a phone call leaves behind in Memory, which extracted facts are refused outright, and how something heard on a call reaches a conversation on another channel. |
| [Leads captured from a call](/docs/phone/lead-from-call/) | When a phone call creates a Person and a lead, the two call endings that deliberately create nothing, and the key the record carries from the very first ring. |
| [Phone line health](/docs/phone/phone-health/) | The four things line health reports about a phone line, what each one means for somebody ringing the number, and why none of them has to be cleared by hand. |
| [What a call costs](/docs/phone/voice-cost/) | Why a voice call is metered by modality rather than by a total token count, the reporting field that never existed, and what a call reporting no tokens is charged. |
| [The budget that stops a call](/docs/phone/voice-budget/) | The budget question asked before an outbound call and before answering an inbound one, what a refused caller hears, and how the quota breaker differs from it. |
| [Stuck calls and the sweep](/docs/phone/stuck-calls/) | Call rows left active by a worker that died or a browser call with no worker behind it, the sweep that closes them against the provider cap, and what it charges. |
| [Consent on calls](/docs/phone/call-consent/) | Where consent for a phone call is decided, the single outbound path every call passes through, and why a block recorded elsewhere already applies to the phone. |
| [Session limits and long calls](/docs/phone/session-limits/) | The model's session cap, the context window, the provider cap and the product's own thirty-minute ceiling — which one ends a long call, and what a caller notices. |
| [Phone for the Owner and for a customer](/docs/phone/phone-owner-tenant/) | What the phone channel does identically for the operator and for a customer workspace, what a plan changes, and the small set of things that stay operator-only. |

## Workflows

| Page | What it covers |
|---|---|
| [Inbound phone call, end to end](/docs/workflows/inbound-phone-call/) | A call arriving on a Connect number, stage by stage: what the caller hears, what is written, which provider acts, and what fails where. |
| [Outbound phone call, end to end](/docs/workflows/outbound-phone-call/) | Placing a call: the reason it exists, the gates it passes, the dial itself, and what is written whether or not anybody answers. |
| [A promised call-back, end to end](/docs/workflows/phone-follow-up-execution/) | A call-back promised out loud becomes a dated commitment and then a ring: how the time is read, when it is refused, and when it is too late to place. |
| [Connecting a phone line, end to end](/docs/workflows/first-phone-setup/) | Connecting a number to Connect: the line record, the carrier link, and the four verifications that separate a configured line from an answering one. |
| [Turning on the realtime engine, end to end](/docs/workflows/realtime-engine-enablement/) | Switching a workspace to the speech-to-speech engine: the trunk, the dispatch rule, the worker and the console steps that have no API at all. |
| [From a call to a customer relationship](/docs/workflows/call-to-relationship/) | What survives a phone call: the person, the company, the timeline entry and the next action, and the rules that stop each of them being invented. |
| [Escalating a call to a person](/docs/workflows/call-escalation/) | When a caller asks for a person: what is queued, what the caller hears, what a colleague can do on the live call, and what a completed transfer still depends on. |
| [Making a call from the browser](/docs/workflows/browser-call/) | A person dialling from the browser: the SIP registration, the invite that does not dial the number in it, the bridge, and what is recorded as human-owned. |
| [Tuning the voice, end to end](/docs/workflows/voice-tuning-cycle/) | Changing how the voice sounds and behaves, then proving the change: the two kinds of control, the test call, the review, and the findings no setting can fix. |
| [Recovering a failed call](/docs/workflows/call-recovery/) | Every way a call can fail on this path and the recovery for each, in the order the failures are detected — from admission control to a late provider webhook. |
| [Inbound email, end to end](/docs/workflows/inbound-email/) | Every stage between a message landing at the provider and Connect acting on it: fetch, bridge, thread, triage, and where mail can be lost. |
| [Drafting and approving a reply, end to end](/docs/workflows/email-reply-approval/) | From an arriving message to a sent reply, with the autonomy gate in the middle: what is drafted, what is held, who releases it, what proves it went. |
| [Connecting Gmail, end to end](/docs/workflows/connect-gmail-workflow/) | Connecting a Google mailbox from the consent screen to the first synced thread, with the evidence that proves each step actually happened. |
| [Connecting an IMAP mailbox, end to end](/docs/workflows/connect-imap-workflow/) | Connecting a plain IMAP and SMTP mailbox: what you supply, the two separate proofs that must pass, and what a half-working connection looks like. |
| [Repairing a broken mailbox, end to end](/docs/workflows/mailbox-repair/) | Detecting that a mailbox has stopped working, finding which half broke, reconnecting without creating a second row, and proving the repair held. |
| [An email follow-up, end to end](/docs/workflows/email-follow-up-execution/) | A dated commitment becoming a sent email: where the follow-up came from, which gates it passes, and why a retry cannot send it twice. |
| [An outreach sequence, end to end](/docs/workflows/outreach-sequence/) | Cold outreach from first contact to the reply that stops it, with every compliance gate named and the point where a stranger becomes a conversation. |
| [An unsubscribe request, end to end](/docs/workflows/unsubscribe-workflow/) | What happens between somebody asking to be left alone and the record that proves it: the suppression, its scope, and the one entry nobody clears casually. |
| [Hitting the daily allowance, end to end](/docs/workflows/quota-refusal/) | What Connect does when the day's allowance is spent: what is held, what is refused, why the read cursor stays where it is, and how work resumes. |
| [From an email to an opportunity](/docs/workflows/email-to-opportunity/) | The reply that turns into a deal: which records change, in what order, and what keeps the pipeline honest about where the evidence came from. |
| [Discovering prospects, end to end](/docs/workflows/prospect-discovery/) | One discovery run followed from the brief to a qualified list: every stage, every gate that can stop it, and what exists afterwards. |
| [Researching one prospect, end to end](/docs/workflows/prospect-research/) | One candidate followed through research: what is read, how a claim earns its place on the record, and what happens when nothing can be proved. |
| [First outreach to a prospect, end to end](/docs/workflows/prospect-outreach/) | The first message to a prospect, followed from readiness through the compliance check, the draft, approval and the send that only counts with provider evidence. |
| [Handling a prospect's reply, end to end](/docs/workflows/prospect-reply-handling/) | What happens between a prospect's reply landing and the record it changes: classification, the stop rules, and when a relationship is created. |
| [Importing a prospect list, end to end](/docs/workflows/list-import/) | An import followed from the file to usable prospects: what each stage does to a row, what is merged, what is refused, and what the summary is for. |
| [From first contact to a person record](/docs/workflows/first-contact-to-person/) | A stranger writes or rings on any channel and becomes a canonical person: every stage, what changes, what can fail, and what happens on the second channel. |
| [Merging duplicate people, end to end](/docs/workflows/duplicate-merge/) | From a duplicate proposal to one merged record: every stage, the human decision in the middle, and how to verify the result afterwards. |
| [From prospect to client, end to end](/docs/workflows/prospect-to-client/) | One relationship followed from a discovered name to a paying client, naming every record that is created, changed or left behind on the way. |
| [From client to support, end to end](/docs/workflows/client-to-support/) | What carries over when a deal is won: onboarding, the first support case, and the continuity that depends on one person record rather than two. |
| [Continuing one conversation on another channel](/docs/workflows/cross-channel-continuity/) | What happens when someone who emailed last week rings instead: how the same person is recognised, and exactly which context follows them. |
| [Creating an opportunity, end to end](/docs/workflows/create-opportunity/) | From a sentence in a conversation to a deal on the board with its first commitment: every stage, what changes, and what can fail on the way. |
| [Moving a deal from stage to stage, end to end](/docs/workflows/move-opportunity/) | Every stage change on an opportunity: what is checked before it, what is written after it, and the side effects a move sets off downstream. |
| [Answering a commercial question, end to end](/docs/workflows/commercial-question/) | A customer asks what it costs: the grounded answer, the refusal, the escalation, the human decision, and how the same question stops recurring. |
| [Closing a deal, end to end](/docs/workflows/close-deal/) | What changes when an opportunity is marked won or lost: the stage rules, the stored value, the follow-ups that stop, and what picks the person up next. |
| [Creating a follow-up, end to end](/docs/workflows/create-follow-up/) | From a promise made out loud to a scheduled row: the guard on the time, the channel decision, the duplicate test, and what each stage records. |
| [Executing a follow-up, end to end](/docs/workflows/execute-follow-up/) | From due to placed, held or refused: the drain's rate, every gate in order, the outcome written back, and the lateness rule that ends it. |
| [Approving a follow-up, end to end](/docs/workflows/follow-up-approval/) | How a follow-up Connect may not execute on its own reaches a person, what the approver is allowed to change, and what runs after the yes. |
| [A support case, end to end](/docs/workflows/support-case/) | A customer problem from the message that raises it to the resolution and the memory it leaves: every stage, what changes, and what can fail at each. |
| [Onboarding, end to end](/docs/workflows/onboarding-workflow/) | Onboarding from the won deal to steady state: the stages, who does what between them, and the failures that leave a new customer waiting. |
| [A website enquiry, end to end](/docs/workflows/website-enquiry/) | A public-site enquiry from the submitted form to an answered person, and the stage where having no workspace decides everything that follows. |
| [An inbound WhatsApp message, end to end](/docs/workflows/whatsapp-inbound/) | One inbound WhatsApp message followed the whole way: Meta's signed webhook, the stored record, the draft, the autonomy decision and the timeline entry. |
| [A WhatsApp follow-up, end to end](/docs/workflows/whatsapp-follow-up-execution/) | A scheduled WhatsApp follow-up from due to sent: the composition, the autonomy and consent checks, the window, and the template fallback when Meta refuses. |
| [Connecting WhatsApp, end to end](/docs/workflows/whatsapp-setup-workflow/) | Connecting WhatsApp from a Meta credential set to a first verified inbound message, the QR alternative, and the checkpoint that proves each half of the chain. |
| [A WhatsApp opt-out, end to end](/docs/workflows/whatsapp-optout/) | A WhatsApp opt-out followed end to end: the STOP word, the three records it writes, what changes for every pending message, and the START that reverses it. |
| [An inbound SMS, end to end](/docs/workflows/sms-inbound/) | An inbound text message followed from the provider webhook to the person it belongs to and the decision about answering it, with what can fail at each stage. |
| [An SMS STOP, end to end](/docs/workflows/sms-stop/) | A stop request followed from the word in the message to the suppression, the audit entry and the confirmation, including what is deliberately skipped. |
| [Preparing for DLT, end to end](/docs/workflows/dlt-registration/) | Preparing for DLT in India: what a business gathers, in what order the three registrations must be obtained, and what Connect stores once they are granted. |
| [Asking the Assistant a question, end to end](/docs/workflows/assistant-question/) | A question typed into the Assistant, followed all the way to a grounded answer: what runs at each stage, what it costs, and where an answer loses its citations. |
| [Asking the Assistant to do something, end to end](/docs/workflows/assistant-action/) | From an instruction to an audited change: how a writing tool becomes a proposal, what the confirmation buys you, and where autonomy re-enters the path. |
| [Working on a file with the Assistant, end to end](/docs/workflows/assistant-file/) | Attaching a file to the Assistant and working on it: validation, extraction, the answer, the new version, and where the file ends up linked. |
| [Correcting Connect from a conversation, end to end](/docs/workflows/assistant-correction/) | From a wrong answer to changed behaviour: how a correction typed in conversation becomes a memory at a tier, and what proves it actually took effect. |
| [Undoing an action, end to end](/docs/workflows/assistant-undo/) | Undoing an Assistant action: the three outcomes — reversed, compensated, or recorded only — and how to tell which one your action will get. |
| [Correcting what Connect knows, end to end](/docs/workflows/memory-correction/) | From a reply that was wrong to a corrected memory to changed behaviour: every stage, what changes at each, and the three places a correction fails to stick. |
| [A fact learned on a call, end to end](/docs/workflows/memory-from-call-workflow/) | Following one spoken fact from the moment it is said, through the checks that decide whether to believe it, to the email where it is used a week later. |
| [Blocking a contact, end to end](/docs/workflows/blocking-someone/) | One tag on one memory row, and what it stops across email, WhatsApp, SMS and voice — including the browser line a colleague dials from. |
| [Reviewing everything Connect knows about a person](/docs/workflows/memory-review/) | The audit anyone can run on one person's record: the four tiers, the tags, the identities behind them, and the decisions that follow from what you find. |
| [Adding a Knowledge source, end to end](/docs/workflows/add-knowledge/) | From choosing a file to a passage that answers a question: every stage of adding a Knowledge source, with the status the record carries at each. |
| [Producing a grounded answer, end to end](/docs/workflows/grounded-answer/) | A customer question turned into a defensible reply: scopes, retrieval, the sufficiency gate, drafting under labelled context, and the citations kept. |
| [Resolving conflicting Knowledge, end to end](/docs/workflows/resolve-conflict/) | From a contradiction being detected to a source that answers again: what is compared, what is refused, and the decision only a person can take. |
| [Auditing what an answer was based on](/docs/workflows/knowledge-audit/) | Taking one sentence in a sent reply and following it back to the passage, the authority and the person who allowed it to be said. |
| [Approving a held action, end to end](/docs/workflows/approval-decision/) | A held action from the moment it reaches the queue to the provider's acknowledgement: who may decide, what an edit changes, and what the log keeps. |
| [Changing what Connect may do, end to end](/docs/workflows/autonomy-change/) | Changing an autonomy rule end to end: what takes effect at once, what the change cannot reach backwards, and where the change itself is recorded. |
| [Working the Needs You queue, end to end](/docs/workflows/needs-you-triage/) | One full pass through Needs You: how the list is ordered, what each kind of item wants from you, and what an empty queue does and does not prove. |
| [Escalating to a person, end to end](/docs/workflows/escalation/) | What happens when Connect decides it should not answer: how the refusal becomes a person's decision, and how that decision gets into future work. |
| [Stopping Connect, end to end](/docs/workflows/stopping-connect/) | The runtime switch end to end: what stops the moment you use it, what was already handed to a provider, and what is waiting when you switch back on. |
| [Uploading a file and answering from it, end to end](/docs/workflows/upload-and-answer/) | The whole path from dropping a file into Connect to reading an answer grounded in it: validation, safe parsing, extraction, grounding and the citation. |
| [Creating a document, end to end](/docs/workflows/create-document/) | From asking for a document to a produced file sitting on the right record: what is resolved, what is proposed, what is written, and what is deliberately left blank. |
| [Changing a document, end to end](/docs/workflows/modify-document/) | Changing a stored document from end to end: which version is read, what the proposal shows, what the new version records, and what the old one keeps. |
| [Editing many records at once, end to end](/docs/workflows/bulk-edit/) | Selecting many rows in the Data grid and changing them together: how a selection becomes one service call per record, and what a partial result means. |
| [Importing records, end to end](/docs/workflows/data-import/) | Bringing records in from a spreadsheet: how a file becomes validated rows, how duplicates are matched, and what happens to rows that do not qualify. |
| [Signing in for the first time, end to end](/docs/workflows/first-sign-in/) | From the Google consent screen to the first working screen: what a session is, how one workspace is resolved, and what a first sign-in does not do. |
| [Setting up a workspace, end to end](/docs/workflows/workspace-setup/) | Taking a workspace from empty to working: the business profile, the channels, what Connect is allowed to say, and what it may do unsupervised. |
| [Adding a colleague, end to end](/docs/workflows/adding-a-colleague/) | How a second person gets into a workspace: membership, their own Google sign-in, the role that gates configuration, and what is recorded per person. |
| [Changing plan, end to end](/docs/workflows/plan-change/) | What a plan change alters the moment it lands, what it deliberately leaves alone, and why a lowered ceiling never removes anything you already have. |
| [A lapsed plan and its recovery, end to end](/docs/workflows/lapse-and-recovery/) | The whole arc of a lapse: what stopped, what queued rather than failed, and the order in which work resumes once the workspace is live again. |
| [Proving a workspace is isolated, end to end](/docs/workflows/isolation-verification/) | A layer-by-layer check that one workspace cannot reach another's records, what each of the three layers catches, and what each of them cannot see. |
| [Rotating a provider credential, end to end](/docs/workflows/credential-rotation/) | Replacing a provider credential in a workspace: what happens on save, how to verify a value you can never read back, and what becomes of work in flight. |
| [Responding to a suspected access problem, end to end](/docs/workflows/incident-response/) | What to do when access to a workspace looks wrong: contain first, establish scope from evidence, then rotate — in that order, with what each step proves. |
| [Google sign-in, end to end](/docs/workflows/google-sign-in/) | From the Google consent screen to a working session: what Google proves, what Connect binds it to, and the mismatch it refuses rather than resolves. |
| [Establishing a session, end to end](/docs/workflows/session-establishment/) | What a session actually is in Connect: what the server keeps, what the browser holds, what it resolves to, and what can be ended from which side. |
| [Binding a Google identity to a person, end to end](/docs/workflows/identity-binding/) | How a Google account becomes a person in Connect: binding on the first non-empty subject, adopting a row that predates them, and refusing a later mismatch. |
| [Resolving which workspace a request belongs to](/docs/workflows/workspace-resolution-flow/) | How a request is tied to exactly one workspace before any handler runs, and the three independent places that resolution is enforced afterwards. |
| [Routing a request for the Owner or a customer](/docs/workflows/owner-tenant-routing/) | One implementation, two doors: how a request is rewritten for a customer, checked against an allowlist, and refused in the two ways that both fail closed. |
| [Granting a permission, end to end](/docs/workflows/workspace-admin-permission/) | Granting or removing a permission in a workspace: who may do it, when the change takes effect, what it does not widen, and the record it leaves. |
| [Turning Connect on or off at runtime](/docs/workflows/runtime-toggle/) | What the runtime switch actually stops, what finishes anyway, what happens to work that was scheduled, and what the people on the other end experience. |
| [Entitlement and runtime choice, end to end](/docs/workflows/entitlement-vs-runtime/) | Two separate gates decide whether Connect acts: what the plan permits, and what a person has switched on. Both must agree, and they fail differently. |
| [A plan lapsing, end to end](/docs/workflows/plan-lapse/) | What a lapsed plan actually stops: which work is refused, which is held, why the mail cursor stays where it is, and what returns on settlement. |
| [Signing out and replacing a session](/docs/workflows/sign-out-replacement/) | The two ways a session ends on one browser — signing out, and signing in as somebody else — and why neither of them touches your other devices. |
| [Reviewing account security, end to end](/docs/workflows/account-security-review/) | A working review of one workspace's access: the sessions, the provider grants, the stored credentials and the audit trail, with the question to ask of each. |
| [Assigning a mailbox role, end to end](/docs/workflows/mailbox-role-assignment/) | Giving a mailbox a role, from the click to the first message it re-routes: what is stored, what routing changes, and which conversations are deliberately untouched. |
| [Repairing a workspace with no primary mailbox](/docs/workflows/primary-mailbox-repair/) | A workspace whose primary mailbox is missing: how the gap shows itself, the two repairs, and why one of them cannot run from a browser request at all. |
| [Catching up after a Gmail history gap](/docs/workflows/gmail-history-catchup/) | When Gmail can no longer serve the history a mailbox was reading from: what a gap is, what Connect re-fetches instead, and why order and duplicates are handled first. |
| [Advancing an IMAP cursor safely](/docs/workflows/imap-cursor-advance/) | The rule that decides when an IMAP read position may move: what must be recorded first, what refusal holds it, and how advancing early loses mail for good. |
| [Ingesting a burst of mail, end to end](/docs/workflows/burst-ingest/) | Hundreds of messages arriving at once: how they are taken in, the order they are processed, what the allowance holds back, and why no wave of replies follows. |
| [Creating a conversation thread, end to end](/docs/workflows/thread-creation/) | From one arriving message to a conversation with a person and a company attached: what is matched, what is created, and what is decided once and kept. |
| [Assigning priority to a thread, end to end](/docs/workflows/priority-assignment/) | How a conversation gets its priority, what happens when a person overrides it, and why that correction changes what Connect works on rather than how a list is sorted. |
| [Regenerating a draft, end to end](/docs/workflows/draft-regeneration/) | Asking Connect to write a reply again: what is thrown away, what survives untouched, what the second attempt is given that the first was not, and when to stop. |
| [Sending with provider evidence, end to end](/docs/workflows/send-with-evidence/) | Every state a message passes through between the decision to send and the provider's acknowledgement, including the third state that is neither sent nor failed. |
| [What Connect changes in your Gmail after a reply](/docs/workflows/gmail-writeback-flow/) | The step that reaches back into Gmail after a reply: what it writes, why it runs last, why its failure is allowed to pass, and which state flows which way. |
| [Applying a suppression, end to end](/docs/workflows/suppression-application/) | What happens when an address or a person is suppressed: where the entry is recorded, which gate reads it, what refuses afterwards, and who is allowed to clear it. |
| [Handling a spam complaint, end to end](/docs/workflows/complaint-handling/) | A spam complaint from the moment it arrives: how the recipient is identified, what is suppressed, and what it should change about the way a workspace sends. |
| [Handling a bounce, end to end](/docs/workflows/bounce-handling/) | A bounced message from the notification to the record: how permanent and temporary failures are told apart, what changes on the address, and what is never retried. |
| [Capturing evidence for a prospect, end to end](/docs/workflows/prospect-evidence-capture/) | How one fact about a business travels from a public source to a stored piece of evidence to the claim it supports — and what stops it on the way. |
| [Qualifying a prospect, end to end](/docs/workflows/prospect-qualification-flow/) | How evidence gathered about an organisation becomes a score, how the score becomes a decision, and what happens when a person disagrees with it. |
| [Finding a contact address, end to end](/docs/workflows/contact-discovery/) | How Connect finds an address to write to, what it records about where the address came from, and why it will not construct one from a naming pattern. |
| [Keeping a good prospect you cannot email](/docs/workflows/keeping-a-prospect-without-email/) | An organisation fits your criteria and publishes no address. What stays on the record, what Connect proposes instead, and the four ways it can become reachable later. |
| [Running deep research, end to end](/docs/workflows/deep-research-flow/) | When a second, deeper research pass is run on one prospect, what decides that it is worth paying for, what it produces, and where the output is attached. |
| [The readiness check before outreach](/docs/workflows/sender-readiness-check/) | Every gate an outreach message passes before it leaves, in the order they are evaluated, and what a refusal at each one looks like from the screen. |
| [Classifying a prospect's reply, end to end](/docs/workflows/reply-classification/) | What Connect does with an answer to cold outreach: the classes it sorts replies into, what each one stops or starts, and which ones a person must confirm. |
| [Deciding whether two records are one person](/docs/workflows/identity-merge-decision/) | From the signals that suggest two records are one person to the human decision and the merge itself, with what survives on both sides. |
| [Moving a relationship through its lifecycle](/docs/workflows/lifecycle-progression/) | Every lifecycle stage change: what triggers one, how the requested word is normalised, what the move records, and the things it deliberately leaves alone. |
| [Assembling a Customer 360, end to end](/docs/workflows/customer-360-assembly/) | Every store a Customer 360 reads to build one person's whole history, and why the cost of assembling it is counted in database statements. |
| [Building the timeline, end to end](/docs/workflows/timeline-assembly/) | How a person's timeline is put together from the records that own each event, why it is ordered by when things happened, and what it leaves out on purpose. |
| [A commercial decision reaching a person](/docs/workflows/commercial-decision/) | What happens when a customer asks a price, a warranty or a deadline that Knowledge does not support: the refusal, the escalation, the human decision and the reply. |
| [Handling a demo request, end to end](/docs/workflows/demo-request/) | From a customer asking to see the product to a dated commitment somebody will actually keep: the record, the confirmation, the reminder and the outcome. |
| [Handing a won deal to onboarding](/docs/workflows/won-deal-handover/) | What happens when an opportunity is won: which records carry over untouched, what is newly created, and the two mistakes that split a customer in half. |
| [Configuring a channel, end to end](/docs/workflows/channel-configuration/) | The shape every channel setup shares in Connect — identity, credentials, routing, rules, verification — and the specific places email, WhatsApp, phone and SMS differ. |
| [Verifying a channel actually works](/docs/workflows/channel-verification/) | The one test that proves each channel is really working, what each test does not prove, and why a saved setting and a green screen are not evidence. |
| [Continuing on a different channel](/docs/workflows/cross-channel-handover/) | Continuing a conversation on a different channel: what history carries over, what has to be re-established, and the identity check that decides both. |
| [A channel provider going down](/docs/workflows/channel-failure/) | What happens when a channel's provider stops answering: how the failure is detected, what stops attempting, what carries on regardless, and how recovery works. |
| [A do-not-contact reaching every channel](/docs/workflows/dnc-across-channels/) | One do-not-contact directive that reaches email, WhatsApp, SMS, phone and prospect outreach: where it is stored, why it holds, and what the audit trail shows. |
| [Checking the Assistant's screen context](/docs/workflows/assistant-context-check/) | The Assistant is told which screen and record you are on. That claim is checked against the database before it is trusted, and dropped when it does not hold. |
| [Executing one Assistant tool call, end to end](/docs/workflows/tool-call-execution/) | One Assistant tool call from argument to audit entry: what validates the arguments, which service does the work, the gates it passes, and what is recorded. |
| [Writing a memory, end to end](/docs/workflows/memory-write/) | How something worth remembering becomes a stored memory: the trigger, the tier it lands on, what the row carries, and the first reply that changes because of it. |
| [Superseding a memory, end to end](/docs/workflows/memory-supersede/) | Replacing something Connect believes without losing the record of what it used to believe: the new version, the kept history, and how each option reads later. |
| [Ingesting a Knowledge source, end to end](/docs/workflows/knowledge-ingest/) | What happens between adding a document and an answer being grounded in it: reading the file, refusing dangerous ones, extraction, and when it becomes usable. |
| [Retrieving Knowledge for one reply](/docs/workflows/retrieval-for-a-reply/) | How much of your Knowledge actually reaches one answer: how the question is formed, what the budget allows, how material is chosen, and how to see the choice. |
| [Producing a new version of a file](/docs/workflows/file-version-chain/) | Changing a file produces a new version rather than overwriting one: what each version carries, how it links back to a record, and what the chain proves later. |
| [Editing a record in the grid, end to end](/docs/workflows/data-grid-edit/) | One cell, changed: what the grid sends, which service decides, what comes back into the row, and the audit entry that survives the browser tab. |
| [Metering usage, end to end](/docs/workflows/usage-metering/) | How Connect counts what a workspace uses: which dimensions exist, when each is reserved or merely tracked, and what the daily ledger is actually for. |
| [Enforcing an allowance, end to end](/docs/workflows/allowance-enforcement/) | The moment a daily allowance runs out: how the approach is checked, what the refusal says, what is held rather than lost, and how the work resumes. |
| [The AI budget guard, end to end](/docs/workflows/budget-guard/) | The AI budget guard on the voice path: when it is asked, what it refuses, what a caller hears instead of silence, and how a call gets through again. |
| [A provider quota breaker opening and closing](/docs/workflows/quota-breaker/) | What a provider breaker does when a model account starts refusing: which work is skipped, which is still attempted anyway, and how the breaker closes. |
| [Verifying a customer payment, end to end](/docs/workflows/payment-verification/) | How a customer payment is verified and a plan activated: deterministic evidence, a fail-closed match, and why this flow sits outside every workspace. |
| [Creating a customer workspace, end to end](/docs/workflows/workspace-creation/) | From a first Google sign-in to a workspace that can actually receive mail: what is created, what is not, and the three things still missing afterwards. |
| [Removing a workspace, end to end](/docs/workflows/workspace-deletion/) | What removing a workspace actually does: how access ends, which records stay outside it by design, and which parts of it can never be undone. |
| [An AI client calling a Connect MCP tool](/docs/workflows/mcp-tool-call/) | How an AI client discovers a Connect workspace tool, authenticates with an integration key, and has the call scoped, gated and recorded like any other action. |
| [An AI client searching the public documentation](/docs/workflows/mcp-public-search/) | The unauthenticated MCP path: which documentation tools any AI client may call without a key, what they return, and the limits that make them safe to publish. |
| [An agent discovering Connect](/docs/workflows/a2a-discovery-flow/) | How another agent finds Connect: fetching the Agent Card from its well-known URL, reading the published skills, and sending a message to one of them. |
| [A developer calling the public API](/docs/workflows/public-api-call/) | A developer calling Connect over HTTP: how a key is issued and scoped, what one request looks like, how errors are shaped, and what a rate limit means. |
| [Delivering an outbound webhook](/docs/workflows/webhook-delivery/) | The outbound webhook interface Connect publishes: the signed envelope, at-least-once delivery, the retry and pause rules — and why nothing is being delivered yet. |
| [Publishing a documentation change](/docs/workflows/docs-publication/) | How a documentation change reaches the public site: one source, the gate, generated HTML and Markdown, the manifests, the sitemaps, and IndexNow last of all. |
| [Verifying published documentation](/docs/workflows/docs-verification/) | Every check run before and after a documentation change ships: the gate, the link graph, structured data, the built tree, and the fetch-as-a-crawler probe. |
| [A search crawler fetching a page](/docs/workflows/crawler-access/) | What a search crawler receives from this site, what it does not, how policy differs for search, user fetches and training, and how a bot proves who it claims to be. |
| [An AI search engine citing a page](/docs/workflows/ai-citation/) | The chain from crawl to citation to referral: what has to be true at each step, which steps can actually be measured from this side, and which cannot. |
| [Submitting changed URLs to IndexNow](/docs/workflows/indexnow-submission/) | Submitting changed URLs to IndexNow: how the changed set is derived, the three rules the tool enforces, the response codes, and why submission runs last. |
| [First response to a new contact](/docs/workflows/first-response/) | How Connect decides whether to answer a new contact immediately, draft and wait, or refuse — and what the person on the other end experiences while that is decided. |
| [Handling a request Connect cannot fulfil](/docs/workflows/out-of-scope-request/) | What happens when somebody asks for something Connect must not answer: how it is recognised, how it is refused, who it reaches, and what the customer is told. |
| [Escalating a complaint, end to end](/docs/workflows/complaint-escalation/) | How a complaint is recognised on any channel, who it reaches, what Connect commits to on the business's behalf, and what it deliberately refuses to promise. |
| [Communicating during an interruption](/docs/workflows/service-interruption/) | What Connect says to customers during an interruption, what it keeps internal, who is told first, and why a cause and a restoration time are held back. |
| [Answering a customer's data request](/docs/workflows/data-request/) | What Connect can produce when somebody asks for their data: which records, in what format, from where — and the limits, including what sits outside a workspace by design. |
| [Proving a change did not break anything](/docs/workflows/regression-check/) | Proving a change did not break anything: the verification ladder, which rung proves what, and the two audiences every screen change has to be checked as. |
| [Reviewing calls as a routine](/docs/workflows/call-review-cycle/) | A weekly pass over the call record: which fields to read first, what each pattern points at, and which findings a setting can fix rather than the model deciding. |
| [Reviewing mailbox health as a routine](/docs/workflows/mailbox-health-review/) | A routine check of every mailbox: why connected is not health, the states worth watching, the pattern that hides a mailbox entirely, and the action for each. |
| [Changing what the agent is told](/docs/workflows/prompt-change/) | Changing the words Connect is given: the six layers a prompt lives in, what extra characters cost on a live call, how to measure it and how to undo it. |
| [Changing the model, end to end](/docs/workflows/model-change/) | Moving Connect to a different model: what to check first, what changes on the wire during the switch, and which numbers prove afterwards that it was worth doing. |
| [Changing a provider, end to end](/docs/workflows/provider-change/) | Swapping the carrier, the mail provider or the messaging provider underneath Connect: which layer changes, what has to be re-proved, and what may never be assumed. |
| [Handling more volume, end to end](/docs/workflows/scaling-up/) | What binds first when volume rises — worker capacity, plan allowance, model quota, query cost — and the order in which to change them without guessing. |
| [Reviewing an incident, end to end](/docs/workflows/incident-review/) | After something goes wrong: which records to open and in what order, the questions that decide whether it is fixed, and what belongs in the write-up. |

## Troubleshooting

| Page | What it covers |
|---|---|
| [No voice worker is available](/docs/troubleshooting/phone-worker-unavailable/) | Calls are refused or reach nothing because no voice worker has checked in: what the caller meets, why a screen once said ready anyway, and the two ways it clears. |
| [The call connected and nobody spoke](/docs/troubleshooting/call-answered-in-silence/) | The call connected and nothing was said: the greeting failure that used to read as caller abandonment, how it is recorded now, and what to check. |
| [The carrier callback was refused](/docs/troubleshooting/carrier-verification-failed/) | The carrier's callback was refused before the call was answered: what a refusal before pickup looks like on both logs, and the workspace-scope trap that causes most of them. |
| [The call never rang](/docs/troubleshooting/call-never-rang/) | An outbound call recorded as never reached: how it differs from nobody answering, which of the dial, the dispatch or the worker failed, and what to do about each. |
| [The voice model refused the session](/docs/troubleshooting/model-session-failed/) | The voice model would not start or dropped the session: the three close codes in plain language, the settings that cause each, and the retry and fallback. |
| [Every line is busy](/docs/troubleshooting/capacity-full/) | Calls are refused because every voice worker is over its load threshold: what the caller meets, how capacity is actually computed, and what to change. |
| [A caller reached the closed-line message](/docs/troubleshooting/after-hours-call/) | A caller heard the closed-line message instead of the voice: why that is the line working, what the message says and does not say, and how to change it. |
| [The call ended early](/docs/troubleshooting/call-cut-short/) | The call ended before the conversation did: how to tell a product ceiling, a session limit, a silence watcher and a carrier hang-up apart from each other. |
| [The voice answered in the wrong language](/docs/troubleshooting/wrong-language-on-call/) | The voice answered in a language the caller did not use: which language a call opens in, what counts as evidence for a switch, and the transcript that looks wrong and is not. |
| [The voice talked over the caller](/docs/troubleshooting/voice-cut-the-caller/) | The voice kept talking over the caller, or stopped when nobody interrupted: the interruption thresholds, false-interruption resume, and why the host path leaves it off. |
| [The greeting took seconds to arrive](/docs/troubleshooting/greeting-too-slow/) | Why a caller hears a pause before the first sentence: a cold worker process, a refused warm-up, or greeting wording that no longer matches the cache. |
| [The call promised a call-back that never happened](/docs/troubleshooting/follow-up-not-booked/) | A caller was promised a call-back and no follow-up exists: the time-mismatch refusal, the unbooked-promise finding, and where the evidence is. |
| [The same call-back was booked twice](/docs/troubleshooting/duplicate-follow-up/) | Two follow-ups for one promise: how a repeated commitment, a second call or a split person record each produce a double booking, and how to clear one. |
| [A call cost more than expected](/docs/troubleshooting/call-cost-surprise/) | Why a voice minute costs more than a text minute: audio token rates, context re-billed every turn, restarts, swept calls and calls that report no tokens. |
| [Nobody can reach the number](/docs/troubleshooting/phone-line-not-ringing/) | Nobody can reach your business number: the checklist in order — claim, trunk, routing, worker, hours, switch — and what each failure leaves on the record. |
| [The mailbox disconnected](/docs/troubleshooting/mailbox-disconnected/) | A mailbox has stopped authenticating: the causes in order of likelihood, what is still safe while it is down, and the path back to working. |
| [Reconnect required](/docs/troubleshooting/reconnect-required/) | Why a stored grant stops working, what running the consent again restores, and the four things it deliberately does not put right. |
| [Mail is in the provider but not in Connect](/docs/troubleshooting/mail-not-arriving/) | A message is visible at Gmail or on the mail server and absent from Conversations. Four checks, in the order that finds the cause fastest. |
| [The reply would not send](/docs/troubleshooting/send-failed/) | A reply was refused by the provider or never left: how to read the category of failure, which ones are worth retrying, and what to do about each. |
| [The send result is uncertain](/docs/troubleshooting/uncertain-send/) | A reply whose outcome the provider never confirmed: what that state means, why nothing is re-sent on a guess, and the evidence that settles it. |
| [The draft is still waiting](/docs/troubleshooting/draft-never-sent/) | A written reply that has not gone out: the four holds that cause it, the screen that reveals each one, and what the customer is experiencing meanwhile. |
| [The recipient is suppressed](/docs/troubleshooting/suppressed-recipient/) | Connect refused to write to an address: how to find out why, who is allowed to clear the entry, and the one kind nobody should clear casually. |
| [The same conversation appears twice](/docs/troubleshooting/duplicate-threads/) | One conversation showing as two: why mail threading splits, what Connect can and cannot merge, and how the person's timeline restores the whole story. |
| [Images in an email do not load](/docs/troubleshooting/images-not-loading/) | Pictures in a message are missing or broken: what the image proxy does, why it exists, and which of the five causes you can actually do something about. |
| [The email renders badly](/docs/troubleshooting/html-looks-wrong/) | A message that renders as plain, broken or oddly laid out: what the sanitiser takes out, why it is aggressive, and how to see the original safely. |
| [The reply went from the wrong address](/docs/troubleshooting/wrong-mailbox-sent/) | Why a reply left from a mailbox you did not expect: how the sending address is chosen, why a thread keeps it, and what to do about a message already gone. |
| [Gmail was not updated](/docs/troubleshooting/gmail-labels-missing/) | The reply went out but Gmail still shows the thread unread and unlabelled: what write-back is, why its failure never blocks a send, and how to retry it. |
| [Discovery returned nothing](/docs/troubleshooting/no-prospects-found/) | Discovery finished and the list is empty or nearly so. The four causes in order of likelihood, how to tell them apart, and what to change for each. |
| [A good prospect has no address](/docs/troubleshooting/prospect-no-email/) | A qualified prospect with no contact address. Why nothing was invented to fill the gap, what the record is still worth, and the next actions that do work. |
| [Outreach was blocked](/docs/troubleshooting/outreach-blocked/) | A message to a prospect was refused or held. Which gate did it, where the reason is written, and which refusals a person is allowed to lift. |
| [Connect refused to prospect an existing customer](/docs/troubleshooting/prospect-already-customer/) | A candidate was recognised as somebody the workspace already deals with. What the match was made on, and how to correct it when the match is wrong. |
| [The prospecting allowance is spent](/docs/troubleshooting/prospect-allowance/) | Prospecting has stopped because a limit was reached. Which of the two allowances it was, what carries on regardless, and what is waiting rather than lost. |
| [Two people were treated as one](/docs/troubleshooting/wrong-person-matched/) | A reply that mixes up two contacts: how an over-broad identity or a bad merge causes it, and how to separate the consequences afterwards. |
| [Something is missing from the timeline](/docs/troubleshooting/missing-timeline-entry/) | Four kinds of event never appear on a customer timeline by design, and one kind of absence is a real gap. How to tell them apart. |
| [An obvious duplicate was not suggested](/docs/troubleshooting/duplicate-not-detected/) | Why two records that look identical to you share nothing a detector can match on, and how to merge them yourself without losing either side. |
| [A person is not attached to their company](/docs/troubleshooting/company-not-linked/) | The company link is a decision somebody makes, not something inferred from an address. Where it comes from, and how to set it in each place. |
| [Connect would not give a price](/docs/troubleshooting/connect-refused-to-quote/) | Connect would not give a price, an SLA or a warranty term. Why the refusal is correct, what evidence changes it, and how to answer the customer today. |
| [The deal would not move stage](/docs/troubleshooting/stage-move-refused/) | A deal will not move to the stage you picked. The rules that block a move, how to satisfy each one, and the stage change people confuse it with. |
| [A deal is not on the board](/docs/troubleshooting/deal-missing-from-pipeline/) | A deal you expected is not on the board. Four causes checked in order: the filter, the stage, who owns the record, and which workspace you are in. |
| [A follow-up did not go out](/docs/troubleshooting/follow-up-not-executed/) | A follow-up came due and nothing went out. The six gates in the order they are checked, and how to tell from the row which one stopped yours. |
| [The follow-up went out at the wrong time](/docs/troubleshooting/follow-up-wrong-time/) | A follow-up reached someone at an hour nobody intended. What the due time actually promises, and the four delays that move a send later. |
| [The same person is being chased repeatedly](/docs/troubleshooting/too-many-follow-ups/) | One person is being chased again and again. Where the extra commitments come from, why duplicate protection missed them, and how to stop them. |
| [No case was opened](/docs/troubleshooting/case-not-created/) | A customer raised a problem and no case exists. Why opening one is an action rather than an inference, and what to do when it should have happened. |
| [A website enquiry is not in my workspace](/docs/troubleshooting/enquiry-not-visible/) | An enquiry from the JBRH site is not in your workspace, and it never will be. What you are actually seeing, where the record is, and what it protects. |
| [WhatsApp messages are not arriving](/docs/troubleshooting/whatsapp-not-receiving/) | No WhatsApp conversations are appearing in Connect: the causes in order of likelihood, what Connect did and did not complete, and how to prove which half is broken. |
| [The WhatsApp reply would not send](/docs/troubleshooting/whatsapp-send-failed/) | A WhatsApp reply was written and did not go: telling the 24-hour window from a consent block, a spent allowance, an unapproved template and the hourly cap. |
| [The WhatsApp message attached to the wrong person](/docs/troubleshooting/whatsapp-wrong-person/) | A WhatsApp conversation is attached to the wrong contact: why matching works from the number alone, what the wrong join affects, and the two different repairs. |
| [SMS will not send](/docs/troubleshooting/sms-not-sending/) | A text message will not go out. The provider check comes first, then DLT, then suppression — with what Connect completed and what it never started. |
| [The same SMS was answered twice](/docs/troubleshooting/sms-duplicate-reply/) | One text message produced two answers, two follow-ups or two cases. What the deduplication key covers, what defeats it, and how to clean up without losing a promise. |
| [The Assistant is not on screen](/docs/troubleshooting/assistant-missing/) | The Assistant launcher or panel is not where it should be: the two layout causes, the one session cause, and how to tell them apart in under a minute. |
| [The Assistant refused to do it](/docs/troubleshooting/assistant-refused/) | The Assistant declined to do something you asked: the four kinds of refusal — authority, autonomy, evidence and plan — and which of them a person can lift. |
| [The Assistant answered about the wrong record](/docs/troubleshooting/assistant-wrong-context/) | An answer about a record you were not asking about: how screen context is claimed and checked, what a pinned record overrides, and how to reset both. |
| [The Assistant stopped responding](/docs/troubleshooting/assistant-stuck/) | The Assistant stops mid-answer or never starts: separating a dropped stream from a provider limit from a spent AI budget, and what each one needs. |
| [Connect ignored what I told it](/docs/troubleshooting/memory-not-applied/) | A reply that ignores something you wrote down: the four causes in order of likelihood, what to check for each, and what the reply did and did not do meanwhile. |
| [Connect remembers something wrong](/docs/troubleshooting/wrong-memory/) | Connect keeps repeating something about your business that is not true: how to find where it is stored, correct it at the right tier, and confirm the fix. |
| [An older fact stopped being used](/docs/troubleshooting/memory-budget/) | Something Connect used to mention has quietly stopped appearing: the per-channel character budgets, the fixed group order, and what falls off the end first. |
| [Connect said it does not know](/docs/troubleshooting/knowledge-insufficient/) | A thread waiting because approved Knowledge held no confident answer: the six causes in order of likelihood, and the three things that change it. |
| [A Knowledge source failed to process](/docs/troubleshooting/source-failed/) | A Knowledge source that ended in error or never went active: the format, size, content and service causes, with the repair for each. |
| [An answer quoted the wrong thing](/docs/troubleshooting/wrong-answer-from-knowledge/) | A reply cited something out of date, contradictory or beside the point. The causes in order of likelihood, what Connect finished, and what it never attempted. |
| [Connect is preparing work but sending nothing](/docs/troubleshooting/nothing-is-sending/) | Connect is clearly working — drafts appear, calls are planned — and nothing leaves. The four causes in the order they actually apply, and how to tell them apart. |
| [The approval is not in the queue](/docs/troubleshooting/approval-not-appearing/) | You are waiting for something to approve and the queue does not have it. The two states that look exactly like absence, and the four other reasons. |
| [Connect did something without asking](/docs/troubleshooting/unexpected-autonomous-action/) | Something went out with no approval. How to read the decision log entry that explains it, and why the scope in force is usually wider than the one you set. |
| [Needs You is empty and something is wrong](/docs/troubleshooting/needs-you-empty/) | An empty queue is not a clean bill of health. What Needs You raises, what it deliberately leaves to other screens, and where to look when it is quiet. |
| [The file was refused](/docs/troubleshooting/file-rejected/) | A file would not attach: the format list, the content check that ignores the extension, and the two safety refusals that happen before anything is parsed. |
| [The PDF has no readable text](/docs/troubleshooting/pdf-no-text/) | A PDF with no text layer still gets read, as an image, by the model. What that changes about the answer, and when to go back for a better source. |
| [The grid would not save an edit](/docs/troubleshooting/grid-edit-refused/) | A cell reverted instead of saving: the service that owns the record declined the change. The six reasons it declines, and how to find which one applied. |
| [Some imported rows are missing](/docs/troubleshooting/import-rows-dropped/) | Fewer records arrived than the file had rows. The three causes that account for nearly all of it, and the report that names each one by row. |
| [A CSV export looks escaped](/docs/troubleshooting/csv-export-formula/) | An exported CSV shows odd leading characters on some cells. That is formula neutralisation working, why it is not optional, and how to read the file safely. |
| [You cannot sign in](/docs/troubleshooting/cannot-sign-in/) | Three different failures wear the same face at the sign-in screen: consent, the address you used, and membership. How to tell them apart in order. |
| [You are in the wrong workspace](/docs/troubleshooting/wrong-workspace/) | Why you are looking at another business's screens, how a workspace is actually chosen, and the one version of this that is worth reporting. |
| [You were signed out](/docs/troubleshooting/session-expired/) | A session expires on a clock rather than on idleness, and it does it without warning. What that looks like on an open screen, and what your last action did. |
| [The allowance is spent](/docs/troubleshooting/allowance-reached/) | A daily counter is spent. What keeps running, what is held rather than dropped, and the four things a person can genuinely do about it today. |
| [The plan has lapsed](/docs/troubleshooting/plan-lapsed/) | Four different things stop a workspace and all of them look the same from a screen. How to tell a lapse from the other three in about a minute. |
| [A screen returned 403](/docs/troubleshooting/403-on-a-screen/) | A screen refuses with 403 for one audience and works for the other: which of the two boundaries refused, how to tell, and what to report. |
| [Data that should be here is not](/docs/troubleshooting/data-not-visible/) | A record you expect is not in a list: the three different silences behind that, how to tell them apart, and the one that is a defect rather than a boundary. |
| [An inbound webhook was rejected](/docs/troubleshooting/webhook-rejected/) | A provider reports failed deliveries and nothing arrives in Connect: the four causes of a refused callback, in the order they are worth checking. |
| [Connect appears to be doing nothing](/docs/troubleshooting/nothing-is-happening/) | Connect looks idle: no replies, no calls, no activity. The seven reasons, ordered by how often each one turns out to be the answer. |
| [The same message went out twice](/docs/troubleshooting/something-was-sent-twice/) | Two copies of one message, or one call placed twice: how retries are made safe, the two causes that produce a genuine duplicate, and what to do next. |
| [A message went to the wrong person](/docs/troubleshooting/wrong-recipient/) | A reply or a call reached the wrong person: how identity resolution and thread stickiness decide a recipient, and how to correct the record afterwards. |
| [An integration disconnected](/docs/troubleshooting/integration-disconnected/) | A connected provider has stopped working. The shape every disconnection shares, what each provider does differently, and why reconnection happens at the provider. |
| [A provider is down](/docs/troubleshooting/provider-outage/) | A provider Connect depends on is failing. What is handled automatically, what simply waits, and the few things a person should and should not do meanwhile. |
| [The AI provider refused](/docs/troubleshooting/model-unavailable/) | The AI provider refused. Quota, a rejected key, the spend ceiling and a bad model choice produce one symptom — here is how to tell which of the four it was. |
| [The AI budget is spent](/docs/troubleshooting/budget-exhausted/) | The AI spend ceiling has been reached. What stops immediately, what carries on untouched, and the sentence a caller hears instead of a conversation. |
| [A screen is slow to load](/docs/troubleshooting/slow-screen/) | A screen that takes seconds to appear: what it is actually fetching, the two query patterns that make screens slow, and how to tell which one you have. |
| [A screen is empty and should not be](/docs/troubleshooting/screen-empty/) | A list showing nothing when it should show rows: the four causes — a filter, a workspace stamp, a permission, or genuine emptiness — and how to tell them apart. |
| [The screen shows old data](/docs/troubleshooting/stale-data/) | The screen shows something you know has changed: the five reasons old data appears, including a tab that never noticed a release and a record still being written. |
| [The layout is wrong on a phone](/docs/troubleshooting/mobile-layout-broken/) | Overlapping or unreachable controls on a phone: where the layout comes from, the breakpoint that matters, and the four details that make a report reproducible. |
| [Keyboard navigation gets stuck](/docs/troubleshooting/keyboard-trap/) | Tab stops working or focus vanishes: how to tell a real focus trap from focus you cannot see, the reliable way out, and what a useful report contains. |
| [Search returns nothing](/docs/troubleshooting/search-finds-nothing/) | Search returns nothing for something you know exists: which fields are actually matched, how wildcard characters behave, and why results are a page rather than a set. |
| [An export is missing rows](/docs/troubleshooting/export-missing-rows/) | A download that is shorter than the screen suggested: what an export actually follows, why the visible rows are not the set, and the cells that change on the way out. |
| [There is no audit entry for something](/docs/troubleshooting/audit-entry-missing/) | No audit entry for something that clearly happened: which of Connect's three self-records holds it, what the audit trail deliberately excludes, and what an absence proves. |
| [A time is shown in the wrong zone](/docs/troubleshooting/time-is-wrong/) | A clock reading that looks an hour or half a day out: which zone each surface uses, why a promised call-back follows the line rather than the caller, and what to check. |
| [A duplicate record was created](/docs/troubleshooting/duplicate-record-created/) | Two records for one person or company: the three ways a second one is created, what merging does to history, and what to check before you merge. |
| [You do not have permission](/docs/troubleshooting/permission-denied/) | Three unrelated things produce 'you do not have permission': your audience, your workspace and your role. Each looks different once you know what to look at. |
| [Something will not delete](/docs/troubleshooting/cannot-delete/) | Something refuses to be removed: what Connect protects and why, which removals are marks rather than erasures, and what to do instead of deleting. |
| [The call sounded bad](/docs/troubleshooting/call-audio-quality/) | When a call sounded bad: separating band-limited telephone audio from network trouble, turn-taking faults and delivery, and what Connect can actually measure. |
| [The reply lost its formatting](/docs/troubleshooting/email-formatting-lost/) | A message that looks plainer than it should: what the reading sanitiser removes, what the composer never adds, and how to tell lost styling from lost content. |
| [The memory viewer shows nothing](/docs/troubleshooting/memory-viewer-empty/) | You opened the memory viewer expecting to see what Connect knows and found nothing. Which tier you are actually looking at, and when empty is the true answer. |
| [An MCP client cannot connect](/docs/troubleshooting/mcp-client-cannot-connect/) | An MCP client that will not talk to Connect: the four refusals it can meet — transport, origin, protocol version and authentication — and the one-line test for each. |

## Email

| Page | What it covers |
|---|---|
| [Mailboxes](/docs/email/mailboxes/) | What one mailbox row owns, how several run at once in a workspace, what changes when you add another, and the defect that made a connected mailbox invisible. |
| [Mailbox roles](/docs/email/mailbox-roles/) | Why a mailbox carries a role, what the role changes about which address a reply leaves from and how it is written, and how to choose one deliberately. |
| [The primary mailbox](/docs/email/primary-mailbox/) | What falls back to a workspace's default sending mailbox, how that default is expressed and changed, and what to do when a workspace appears to have none. |
| [Connecting Gmail](/docs/email/connect-gmail/) | Connecting a Google mailbox: the consent path, why signing in and connecting a mailbox are different acts, and what the mailbox row holds afterwards. |
| [Gmail OAuth scopes and why each is asked for](/docs/email/gmail-scopes/) | The permissions a Google mailbox connection asks for, the capability behind each one, and precisely what stops working when one is withheld or withdrawn. |
| [Connecting an IMAP and SMTP server](/docs/email/connect-imap-smtp/) | Connecting a mailbox on your own mail server: the two halves of the connection, what a saved connection proves, and the ladder of checks that proves the rest. |
| [Connecting a Microsoft mailbox](/docs/email/microsoft-graph/) | Connecting a Microsoft mailbox over Graph: what the adapter covers, the two places it differs from Gmail, and the much larger part that is identical. |
| [Mailbox signatures](/docs/email/mailbox-signature/) | Where a signature is stored, which messages it is applied to, how it interacts with a reply you have edited, and what this documentation can and cannot say about footers. |
| [Autonomy on one mailbox](/docs/email/mailbox-autonomy/) | Giving one address its own rule about what Connect may do: how the endpoint scope resolves against the channel and the workspace, and when it is the right tool. |
| [Mailbox health](/docs/email/mailbox-health/) | Why a mailbox that authenticates can still be failing, what the health verdicts on the row are derived from, and which action each situation actually calls for. |
| [A quiet mailbox](/docs/email/quiet-mailbox/) | A mailbox that authenticates and returns nothing: what the state means, the four ordinary reasons for it, and why it is reported as a signal rather than an error. |
| [Disconnecting a mailbox](/docs/email/mailbox-disconnect/) | Removing a mailbox from a workspace: exactly what stops, exactly what is kept, what happens to work in flight, and the safer order to do it in. |
| [Syncing an inbox](/docs/email/inbox-sync/) | How a mailbox is read: what the first pass does that no later pass repeats, what each pass fetches, and what bounds a single pass rather than letting it run away. |
| [Gmail history sync](/docs/email/gmail-history-sync/) | How a Gmail mailbox resumes by history ID instead of re-reading, what a gap in that history means, and what has to happen when the provider can no longer answer. |
| [IMAP UID and cursor lifecycle](/docs/email/imap-cursor/) | The UID cursor on an IMAP mailbox: what it records, the only outcome that advances it, and the two server-side events that can invalidate it entirely. |
| [Large batches and bursts](/docs/email/burst-handling/) | What happens when hundreds of messages arrive at once: the two different orderings involved, why screen cost stays flat, and what a burst can genuinely distort. |
| [From a provider message to a canonical one](/docs/email/message-canonicalisation/) | The journey from a provider's own message record to the canonical thread, message and contact the engine reads — and why the engine is not allowed near the provider table. |
| [Conversation threads](/docs/email/threads/) | How a canonical thread is formed, which signals attach a message to one, what a person's own marks on a thread control, and the ordinary ways a thread breaks. |
| [Resolving a sender to a person](/docs/email/contact-resolution/) | How an email address becomes an identity, an identity a person and a person part of a company — and what happens the first time a stranger writes to you. |
| [Rendering HTML email safely](/docs/email/html-email/) | How Connect renders an HTML message: what the sanitiser removes, why remote images never load from the sender, and what you read instead. |
| [Remote images in email](/docs/email/remote-images/) | Why an image in a received message loads through Connect's proxy instead of your browser, and what that changes for the sender and for you. |
| [Email attachments](/docs/email/attachments/) | What Connect records about a document attached to an email, what it deliberately does not keep, and what a reply looks like when the enclosure was the message. |
| [Triage and priority](/docs/email/triage/) | How a thread gets a priority, why `threads.priority` changes what the engine does next, and which triage marks belong to you alone. |
| [Blocking a sender](/docs/email/blocking/) | Blocking a sender writes a memory row tagged block:email, not a column — which is why it holds across channels and across future conversations. |
| [Giving guidance on a thread](/docs/email/guidance/) | The one-line direction you give on a thread: where it is stored, how far it reaches, and when it should be a standing instruction instead. |
| [How a reply is drafted](/docs/email/draft-generation/) | What goes into a reply before a word of it is written: the thread, grounded knowledge, memory at four tiers, the rules — and the answers Connect declines to give. |
| [Held drafts](/docs/email/held-drafts/) | What happens to a reply Connect has written but is not allowed to send yet: where it waits, what the recipient sees, and how it is released. |
| [Editing a draft before it goes](/docs/email/edit-draft/) | Changing a reply before it goes out: which fields are editable, why the sending mailbox is not, and what your edit does to the record. |
| [Approving and rejecting a draft](/docs/email/approve-reject/) | The two decisions on a waiting reply, what each one records, why a rejection is not a lesson, and who is accountable afterwards. |
| [Regenerating a draft](/docs/email/regenerate-draft/) | When writing a reply again is the right move rather than editing it, what a fresh pass picks up, and what regenerating costs you. |
| [Sending email](/docs/email/sending/) | The path an outbound message takes through Connect's single send boundary, the checks along it, and the narrow meaning the word sent may carry. |
| [Proof that a message was sent](/docs/email/send-evidence/) | Why Connect will not call a message sent without the provider's own acknowledgement, what the third state means, and how a message in doubt is resolved. |
| [A send that failed](/docs/email/failed-send/) | A message that did not go: the failure classes, which ones are worth another attempt, what Connect completed anyway, and where the failure appears. |
| [Writing back to Gmail](/docs/email/gmail-writeback/) | After Connect answers a Gmail thread it labels it and marks it read in the customer's own mailbox — and a failure to do so never blocks the reply. |
| [The daily email allowance](/docs/email/daily-allowance/) | What the daily email allowance counts, what happens when it is spent, and why the read cursor deliberately stays where it is on a refusal. |
| [Following up by email](/docs/email/email-follow-up/) | Creating a dated commitment to write again, what is drafted when it falls due, and the reference rule that stops the same follow-up existing twice. |
| [Outreach email versus a customer reply](/docs/email/outreach-email/) | Outreach and a reply to a customer are two paths with different gates. What each must pass, why they are never merged, and what that costs in volume. |
| [Unsubscribe](/docs/email/unsubscribe/) | How Connect honours an unsubscribe: the request is acted on rather than answered, a do-not-contact entry is written, and every send path checks it. |
| [Spam complaints](/docs/email/complaints/) | What a spam complaint changes in Connect: escalation instead of a reply, a suppressed address at the provider, and a reputation state that can stop outreach. |
| [Bounces](/docs/email/bounces/) | What Connect does when a message comes back undelivered: permanent against temporary failure, which one takes an address out of use, and how a person clears it. |
| [The suppression list](/docs/email/suppression-list/) | The one list checked before any outreach: what puts an address on it, what it blocks, who may take an entry off, and how it differs from blocking a person. |
| [Do not contact](/docs/email/dnc/) | The strongest entry in Connect's compliance record: what a do-not-contact instruction stops, how it is set, and why the Connect Assistant cannot lift one. |
| [Deliverability](/docs/email/deliverability/) | What Connect controls about whether mail arrives, what belongs to your own sending domain and its history, and the order worth fixing things in. |
| [Email for the Owner and for a customer](/docs/email/email-owner-tenant/) | Email runs on one implementation behind two doors. What the plan changes for a customer, what is identical, and where the asymmetry has actually gone wrong before. |

## Prospects

| Page | What it covers |
|---|---|
| [Describing who you want to reach](/docs/prospects/discovery-criteria/) | What a discovery brief holds, which parts become hard filters and which only steer research, and how to write one that returns real work. |
| [Location and scope](/docs/prospects/location-scope/) | How a place in a discovery search is interpreted, what widening it actually costs, and why a tighter area usually returns more usable prospects. |
| [Discovery running in the background](/docs/prospects/background-discovery/) | Discovery that runs on a schedule rather than on a button: what it does between visits, what it consumes, and how you see progress. |
| [Collecting candidates](/docs/prospects/candidate-collection/) | The stage between a search and a researched prospect: where a candidate comes from, what is stored about it, and what is deliberately left undecided. |
| [Researching a candidate](/docs/prospects/public-source-research/) | What Connect reads about a candidate, what it extracts, and why text fetched from a stranger's website is treated as data rather than instruction. |
| [Evidence on a prospect](/docs/prospects/evidence/) | Why every claim on a prospect carries the source it came from, what qualifies as backing, and what happens to a statement that has none. |
| [Qualifying a prospect](/docs/prospects/qualification/) | How researched claims become a fit judgement and a score, what the score is allowed to decide on its own, and how a person overrides it. |
| [Why this prospect](/docs/prospects/fit-reason/) | The sentence explaining why an organisation is on your list: what it may cite, what it is forbidden to say, and how to fix one that reads wrong. |
| [Contactability](/docs/prospects/contactability/) | The gap between a business you can research and one you can write to, why the two counts differ, and what to do with the difference. |
| [Connect does not guess email addresses](/docs/prospects/no-guessed-email/) | Connect never constructs a prospect's email contact from a name and a domain. What that rule costs, what it buys, and what happens to a prospect without one. |
| [Evidence for a contact address](/docs/prospects/contact-evidence/) | How a prospect's address earns its place: where it was found, how that origin is stored, and what makes one address usable and another not. |
| [Finding the right person](/docs/prospects/decision-makers/) | How a role at a prospect is inferred from public material, why it is recorded as an inference, and what that means for who a first message names. |
| [Deep research on a prospect](/docs/prospects/deep-research/) | The second, deeper pass over a prospect: what it adds, what it consumes, and the rule that decides which candidates are worth it. |
| [The angle for first contact](/docs/prospects/personalised-angle/) | The opening line of a first message: how it is grounded in sourced claims, what it is refused permission to say, and what makes one read as automated. |
| [Sender readiness](/docs/prospects/sender-readiness/) | The checks that stand between a written first message and a send: which mailbox, whether it is healthy, what allowance is left, and which signature applies. |
| [The compliance check before outreach](/docs/prospects/compliance-check/) | Do-not-contact, suppression, unsubscribe, complaints and prior contact, all checked in one place before any outreach leaves a workspace. |
| [First outreach](/docs/prospects/first-outreach/) | The first message to a prospect: what goes out, what is held and why, and what is written to the record in both cases. |
| [A prospect replies](/docs/prospects/prospect-reply/) | What happens when a prospect answers: how the reply is classified, what it changes about the record, and which answers end the cold path immediately. |
| [Stopping a cold sequence](/docs/prospects/cold-sequence-stop/) | Every event that ends a cold outreach sequence, why each takes effect at once rather than at the next scheduled step, and how to confirm one stopped. |
| [From prospect to opportunity](/docs/prospects/prospect-to-opportunity/) | When a researched prospect becomes a deal on the pipeline: what is created, what is linked rather than copied, and what deliberately stays behind. |
| [Uploading your own list](/docs/prospects/prospect-upload/) | Bringing a list you already own into Connect: the file, what is checked on every row, what happens to a row that fails, and what is never added. |
| [The prospect record](/docs/prospects/prospect-passport/) | Every part of a prospect record, which parts a person supplied, which came from research with a source attached, and which are recalculated. |
| [Keeping prospect research fresh](/docs/prospects/prospect-freshness/) | Prospect research ages at different speeds. What is re-checked, what is left alone, and the control that stops re-research becoming a standing bill. |
| [Resolving a prospect to an existing relationship](/docs/prospects/prospect-identity/) | The check that recognises a discovered organisation as somebody you already deal with, what it matches on, and what happens when it fires. |
| [The numbers above the list](/docs/prospects/prospect-counts/) | What each headline number above the prospect list counts, and the paging defect that once made every one of them stop at five hundred. |
| [What prospecting costs](/docs/prospects/prospect-costs/) | Where prospecting spends money, how the cost router decides a deeper pass is worth running, and which screen shows what a run consumed. |
| [Prospecting for the Owner and for a customer](/docs/prospects/prospect-owner-tenant/) | Prospecting is one implementation serving two audiences. What is identical, what the plan bounds, and why a tenant sometimes sees a 403 instead. |

## Relationships

| Page | What it covers |
|---|---|
| [People](/docs/relationships/people/) | The person record: what you type, what Connect derives, what attaches from other services, and why blocking somebody is not a field on it. |
| [Companies](/docs/relationships/companies/) | The company record, how several people attach to one organisation, what belongs to the company rather than to a human, and when not to create one. |
| [Identities](/docs/relationships/identities/) | One address on one channel is its own row: how identities attach to a person, how they are keyed, and what happens when one is attached to the wrong human. |
| [One person across phone, email and WhatsApp](/docs/relationships/cross-channel-identity/) | How the same human is recognised when they arrive on a second channel, what counts as evidence, and why a likeness is a proposal rather than a match. |
| [Customer 360](/docs/relationships/customer-360/) | One person's whole history in a single view: what is assembled into it, which service each part comes from, and what it deliberately leaves out. |
| [The customer timeline](/docs/relationships/timeline/) | What appears on a person's timeline, where each entry comes from, the ordering rule, and the query cost that once made this screen expensive. |
| [Duplicate detection](/docs/relationships/duplicates/) | How two records come to describe one human, what a duplicate proposal is and is not, and why nothing is ever joined without a person saying so. |
| [Merging two records](/docs/relationships/merging/) | Merging two records is a human decision: who makes it, what happens at the moment it runs, what changes for every channel, and what cannot be undone. |
| [What a merge preserves](/docs/relationships/merge-safety/) | The itemised guarantee: identities, stages, follow-ups, deals, demos, cases and onboarding all survive a merge, and what happens when both sides hold one. |
| [Lifecycle stages](/docs/relationships/lifecycle-stages/) | The six stages a relationship moves through, what may move it, why becoming a client needs a person, and where the history of every move is kept. |
| [Normalising a stage](/docs/relationships/stage-normalisation/) | Why one column holds three vocabularies, how an unfamiliar stage word is read, and the message that went unanswered when a lookup raised instead. |
| [The relationship summary](/docs/relationships/relationship-story/) | The written relationship summary: what it is assembled from, why it is not a stored document, and the name guard that rewrites it on the way out. |
| [The contact brief](/docs/relationships/contact-brief/) | The short block about a person that a channel is given before it answers: what is in it, the character budgets, and why every line has to earn its place. |
| [What Connect remembers about a person](/docs/relationships/person-memory/) | The contact tier of memory: what Connect knows about one human, how a fact gets there, how it is read into an answer, and how anyone removes it. |
| [Finding a person or company](/docs/relationships/relationship-search/) | Finding a person or company: what is matched, why counting and paging happen in SQL, and how a per cent sign typed in the box is treated as a character. |
| [Relationships for the Owner and for a customer](/docs/relationships/relationship-owner-tenant/) | The Owner calls them relationships and a customer calls them people: the same records, the same code, and the rewrite that makes one path serve both. |

## Sales

| Page | What it covers |
|---|---|
| [Opportunities: the deal record](/docs/sales/opportunities/) | What an opportunity holds — value in minor units, stage, the people it belongs to, the review flag — and what each field is actually used for. |
| [The pipeline board](/docs/sales/pipeline/) | What the board shows, what dragging a card actually calls, and why a total on a board must be counted in the database rather than in the page. |
| [Stage rules and refusals](/docs/sales/stage-rules/) | Why a deal will not move: the four shapes a stage restriction takes, what a refusal tells you, and why declining is a correct answer. |
| [The next best action on a deal](/docs/sales/next-best-action/) | How Connect picks the next thing to do on a deal, the records that evidence it, and what to change when the suggestion is wrong. |
| [Price, SLA and warranty: what Connect may say](/docs/sales/safe-sales/) | Connect does not invent commercial terms. What counts as grounded, what is refused and escalated instead, and how a breach is caught on a live call. |
| [Escalating a commercial decision](/docs/sales/commercial-escalation/) | What a refused commercial question looks like in Needs You, what the person deciding actually sees, and what happens to the customer afterwards. |
| [Quotes and sales documents](/docs/sales/quotes-and-documents/) | A quote in Connect is a file, not a special object: what can be assembled, which terms it may contain, and where its versions and provenance live. |
| [How a deal connects to people and companies](/docs/sales/deal-relationships/) | The links between an opportunity, its person and its organisation — what each one is for, and exactly what a merge does to them. |
| [Follow-ups on a deal](/docs/sales/sales-follow-ups/) | What raises a chase on an opportunity, how the channel is chosen, and the duplicate rule that stops one customer being pursued twice for the same thing. |
| [Closing a deal: won and lost](/docs/sales/won-and-lost/) | What each closing outcome records, what it starts or stops downstream, and what to do with the commitments the deal made before it closed. |
| [Sales for the Owner and for a customer](/docs/sales/sales-owner-tenant/) | The pipeline is one implementation serving both audiences. What a plan bounds, and why two commercial screens are correctly operator-only. |

## Follow-ups

| Page | What it covers |
|---|---|
| [Creating a follow-up](/docs/follow-ups/creating/) | The three routes to a follow-up — by hand, from a conversation, from a call — and what each one records about the promise behind it. |
| [The reason on a follow-up](/docs/follow-ups/reason/) | Every follow-up carries a reason. What a usable one contains, the four that are not reasons at all, and who ends up reading it. |
| [Due dates and times](/docs/follow-ups/due-time/) | How a spoken or written promise becomes a due timestamp: the phrases that parse, the timezone it lands in, and the fallback when nothing usable was said. |
| [Choosing the channel](/docs/follow-ups/channel-choice/) | Which of the six channels a commitment lands on, how a call decides it, when to use `any`, and the one channel that nothing ever sends. |
| [Follow-ups for a person to do](/docs/follow-ups/task-channel/) | The `task` channel is work for a person, and no drain ever sends it. What lands there, where it appears, and why nothing sending it is correct. |
| [Changing a follow-up](/docs/follow-ups/editing/) | What you can change on an open follow-up, which operation to reach for, and the one thing no operation will do — erase what already happened to the row. |
| [Approval on a follow-up](/docs/follow-ups/approval/) | When executing a follow-up needs a person's yes, what the approver is shown, and what a rejection does to the commitment underneath. |
| [Executing a follow-up](/docs/follow-ups/execution/) | What happens when a row comes due: the drain that picks it up, the gates it passes through unchanged, and the three outcomes written back against it. |
| [Completing a follow-up](/docs/follow-ups/completion/) | The two ways a follow-up closes as kept, the third state that looks like completion and is not, and what each one records against the relationship. |
| [Duplicate follow-ups](/docs/follow-ups/duplicates/) | What counts as the same commitment: the person and the due time. What the rule catches, what it deliberately does not, and how to work with it. |
| [A follow-up that is too late](/docs/follow-ups/stale/) | A phone follow-up more than twenty-four hours late is closed rather than rung. The cut-off, the reasoning behind it, and what the closed row records. |
| [Overdue follow-ups](/docs/follow-ups/overdue/) | Where a follow-up past its time shows up, how it is ranked against everything else a person owes, and the four things that clear it. |
| [Follow-ups for the Owner and for a customer](/docs/follow-ups/followups-owner-tenant/) | One queue, one drain, two doors: what is identical for the Owner and a customer workspace, what differs, and the enquiry queue that belongs to neither. |

## Support

| Page | What it covers |
|---|---|
| [Support cases](/docs/support/cases/) | What a support case is in Connect, what opens one, the three verbs it moves through, and how it stays attached to the person it belongs to. |
| [What a case carries](/docs/support/case-context/) | The history an open case is answered from: what is assembled, the budget it is assembled to, and the things deliberately left out of it. |
| [Resolving a case](/docs/support/resolving/) | What closing a case actually records, what it changes on the relationship, and the four things it deliberately leaves exactly as they were. |
| [Escalating a case](/docs/support/case-escalation/) | What makes a case stop and wait for a person, what the person is actually being asked to decide, and what the customer sees while it waits. |
| [Onboarding a new customer](/docs/support/onboarding/) | The onboarding record after a deal is won: what it tracks, what Connect does between the steps, and why the plan is the workspace's rather than a template. |
| [The relationship after the sale](/docs/support/post-sale/) | What carries over when a prospect becomes a client: the record, the memory and the commitments that continue, and the four rules that change. |
| [Website enquiries](/docs/support/website-enquiries/) | Enquiries from the public JBRH website are held outside every workspace, on purpose. What that means, who works them, and why customers cannot see them. |

## WhatsApp

| Page | What it covers |
|---|---|
| [Setting up WhatsApp](/docs/whatsapp/channel-setup/) | Connecting WhatsApp in a workspace: Official API credentials or Meta's QR-linked coexistence route, the webhook, the autonomy decision, and the test that proves it. |
| [The WhatsApp business identity](/docs/whatsapp/provider-identity/) | The number, the display name and the verification mark a customer sees on a WhatsApp chat: what Meta owns, what the connection mode changes, and what Connect cannot. |
| [Receiving a WhatsApp message](/docs/whatsapp/inbound-webhook/) | How a WhatsApp message reaches Connect: Meta's signed webhook call, which workspace it belongs to, every message type it can carry, and the record it becomes. |
| [Recognising who sent a WhatsApp message](/docs/whatsapp/person-resolution/) | How a WhatsApp number becomes a named Person in your relationships, what happens when the sender is unknown, and how a wrong match is corrected. |
| [Continuing a WhatsApp conversation](/docs/whatsapp/conversation-continuity/) | What Connect carries from one WhatsApp message to the next: the thread, the relationship, memory and knowledge — and how a long silence is treated. |
| [Replying on WhatsApp](/docs/whatsapp/replying/) | How a WhatsApp reply is written, what decides whether it is sent or held for approval, and what counts as evidence that it actually went. |
| [Follow-ups on WhatsApp](/docs/whatsapp/whatsapp-follow-up/) | Scheduling a WhatsApp follow-up: what can be promised, what Meta's 24-hour window allows, and what happens when the due time arrives and only a template will do. |
| [Opting out of WhatsApp](/docs/whatsapp/opt-out/) | What a customer can say to stop WhatsApp messages, how Connect honours it, where the suppression is recorded, and what still reaches them afterwards. |
| [Delivery and read status](/docs/whatsapp/message-status/) | Delivery and read receipts on WhatsApp: what Meta reports, what Connect stores, what it refuses to infer, and the billed category that rides along with a status. |
| [What WhatsApp cannot do here](/docs/whatsapp/whatsapp-limits/) | The honest boundaries of WhatsApp in Connect: two things not proven in production, what Meta decides rather than Connect, and the limits that are Connect's own. |
| [WhatsApp for the Owner and for a customer](/docs/whatsapp/whatsapp-owner-tenant/) | One WhatsApp implementation, two audiences: what the Owner and a customer workspace share, what is separate, and why a test on one proves nothing about the other. |

## SMS

| Page | What it covers |
|---|---|
| [Receiving SMS](/docs/sms/inbound-sms/) | How a text message reaches Connect: the provider webhook, the workspace it resolves to, the record it becomes, and what receiving alone does not give you. |
| [Duplicate SMS](/docs/sms/sms-dedupe/) | Why the same text message can arrive at Connect more than once, what key stops a second copy becoming a second conversation, and the one case it cannot cover. |
| [Attaching an SMS to a person](/docs/sms/sms-relationship/) | How Connect turns the number that sent a text message into a Person, what it does when the number is unknown, and the near-misses that land a message on the wrong record. |
| [STOP and opt-out](/docs/sms/stop/) | The opt-out words Connect honours in a text message, what is written when one arrives, how far the refusal reaches, and how quickly it takes effect. |
| [SMS suppression](/docs/sms/sms-suppression/) | How a suppression entry is created on SMS, what it stops, how it differs from a do-not-contact directive, and who is allowed to clear one. |
| [DLT registration in India](/docs/sms/dlt/) | What DLT registration means for a business sending commercial SMS in India, the three registrations involved, and why it is a process with the operators, not a setting. |
| [Sending SMS: what is available today](/docs/sms/sms-outbound-status/) | The honest state of outbound SMS: what the provider decides, why the carrier on the live account carries none, and what the Phone screen shows instead of a thread. |
| [SMS for the Owner and for a customer](/docs/sms/sms-owner-tenant/) | Whether SMS behaves differently on the Owner account and in a customer workspace: the same code path, the same provider limit, and the one real difference. |

## Assistant

| Page | What it covers |
|---|---|
| [Opening the Assistant](/docs/assistant/opening/) | Where the Connect Assistant lives, how the panel opens over any screen, and what it already knows about your workspace the moment it does. |
| [Assistant tabs](/docs/assistant/tabs/) | Each Assistant tab keeps its own conversation, follow-up chain, record, draft, files and scroll position — and why that separation is the point. |
| [Screen awareness](/docs/assistant/screen-context/) | What the Assistant is told about the page you are on, and the database check that runs before any of it is allowed to shape an answer. |
| [Working on one record](/docs/assistant/record-context/) | Pinning a person, company, deal or thread to an Assistant tab: what changes in the answers, what it overrides, and when to unpin. |
| [Asking about selected text](/docs/assistant/selected-text/) | Highlighting a passage and asking about it: exactly what leaves the page, what stays behind, and the questions it answers better than any other route. |
| [Conversation history](/docs/assistant/history/) | What an Assistant conversation keeps, where it lives, why it is not the same thing as memory, and how to start a genuinely clean thread. |
| [Suggested commands](/docs/assistant/suggested-commands/) | The prompts the Assistant offers before you type: what they are drawn from, what they are not, and why clicking one still asks before it acts. |
| [Answers that change nothing](/docs/assistant/read-only-answers/) | Most of what the Assistant does is read and answer. The tools that can only read, how to recognise one at a glance, and why the default matters. |
| [Where an answer came from](/docs/assistant/evidence-and-citation/) | How the Assistant shows what an answer was built from, how to read the folded step detail, and what to do when it cannot name a source. |
| [When the Assistant is not sure](/docs/assistant/uncertainty/) | Why an admission beats a plausible guess in a system that acts on its answers, and what the Assistant offers you in place of one. |
| [When the Assistant finds two answers](/docs/assistant/source-conflict/) | What happens when a memory, a knowledge source and a customer's own message do not agree: what is shown, what is never decided silently, and who settles it. |
| [Proposed actions](/docs/assistant/action-cards/) | Anything the Assistant would change arrives first as a card: the action, the reason, the arguments you can edit, and a confirmation that nothing has happened yet. |
| [Running an action](/docs/assistant/executing-actions/) | What happens the moment you confirm: which service runs, which gates still apply, what the result shows you, and what is written to the decision log. |
| [Undoing an action](/docs/assistant/undo/) | Some Assistant actions reverse cleanly, some cannot be reversed at all, and the line between them follows whether the change ever left your workspace. |
| [The Assistant's tools](/docs/assistant/assistant-tools/) | The Assistant has 66 tools. What the reading ones reach, what the writing ones change, and the rule that every write calls the service owning the record. |
| [What the Assistant may not do](/docs/assistant/assistant-authority/) | The Assistant is given deliberately narrower rights than the person using it: no pricing, no clearing a do-not-contact entry, and no way around a workspace's own rules. |
| [Working with files in the Assistant](/docs/assistant/files-in-assistant/) | Attaching a document to the Assistant, the formats it reads, what it refuses, and where a document it creates or changes actually goes. |
| [Correcting a fact without leaving the Assistant](/docs/assistant/assistant-memory/) | Turning something you said in conversation into what Connect actually knows: which tier it lands in, how a block is stored, and what forgetting does. |
| [Needs You inside the Assistant](/docs/assistant/needs-you-in-assistant/) | The queue of decisions waiting on a person, worked from inside the Assistant panel: what is shown, what deciding there does, and what it will not let you do. |
| [The live status line](/docs/assistant/live-stream/) | The single line the Assistant shows while it works: what Understanding means, what the step count counts, and what Stop actually stops. |
| [Rating an answer](/docs/assistant/feedback/) | What rating an Assistant answer records, who can read it, and why a correction you want to stick belongs in Memory rather than in a rating. |
| [The Assistant on a phone and on a wide screen](/docs/assistant/assistant-responsive/) | Three layouts for one Assistant: full screen on a phone, a sidebar from 600px, a column on a wide screen — and how the on-screen keyboard is handled. |

## Memory

| Page | What it covers |
|---|---|
| [The four memory tiers](/docs/memory/tiers/) | Workspace, channel, endpoint and contact: what each tier is for, how tiers() resolves them narrowest-first, and why an empty tier is still returned. |
| [Business memory](/docs/memory/business-memory/) | The workspace tier: what a business should tell Connect once so it holds everywhere, and the four kinds of line that do not belong there. |
| [Person memory](/docs/memory/person-memory/) | The contact tier: what Connect keeps about one human, how it follows them across channels, and the 600-character block that reaches a live call. |
| [Channel and endpoint memory](/docs/memory/channel-context/) | The two middle tiers: what Connect should know about a whole channel, and what belongs to one mailbox or one phone number instead. |
| [How a memory is created](/docs/memory/creating-memory/) | The four ways a memory gets written in Connect — by hand, by the Assistant, at the end of a call, or as a deliberate correction — and what each one records. |
| [Memory from an email or a chat](/docs/memory/memory-from-conversation/) | Why an email or a chat does not silently become memory, what a person or the Assistant may take from one, and how a written instruction inside content is treated. |
| [Memory from a phone call](/docs/memory/memory-from-call/) | What a phone call leaves behind: the end-of-call write, the two filters that stop a thin call producing facts, and the guards that refuse a misheard name. |
| [Seeing what Connect knows](/docs/memory/viewing/) | Where the memory viewer opens from, how it groups what it shows, and the second route through the Data grid when you want to read a whole tier at once. |
| [Editing a memory](/docs/memory/editing/) | Changing a memory that is worded badly or plainly wrong: what an edit touches, what it does not touch, and when superseding is the right move instead. |
| [Superseding a memory](/docs/memory/superseding/) | Replacing a memory whose truth has changed while keeping the earlier statement readable, and why that is different from editing it in place. |
| [Forgetting something](/docs/memory/deleting/) | What forgetting actually removes in Connect, what deliberately survives it, and the two deletions that have consequences people do not expect. |
| [Block and guidance directives](/docs/memory/directives/) | The two memories that direct behaviour rather than describe it: a block carried in the tag list, and a standing instruction carried in the text. |
| [Where a memory came from](/docs/memory/provenance/) | Why every memory needs an answer to 'who said so': the four origins, what the record keeps, and how to write a row that explains itself later. |
| [How memory reaches a reply](/docs/memory/memory-in-channels/) | The door memory goes through on each channel, the character budgets on the voice path, and why instruction size is a latency decision rather than a preference. |

## Knowledge

| Page | What it covers |
|---|---|
| [Knowledge sources](/docs/knowledge/sources/) | What can be added as a Knowledge source, the size ceiling for each kind, the authority and scope it is given, and why one stops answering. |
| [Extracting text from a source](/docs/knowledge/extraction/) | How a file becomes text: direct decoding for Markdown and plain text, model reading for PDF, image and video, and the limits on both. |
| [How Knowledge is prepared for retrieval](/docs/knowledge/indexing/) | What Connect actually builds from a source: heading-aware passages in the same database, no vector store, and an optional embedding column. |
| [Retrieving Knowledge for an answer](/docs/knowledge/retrieval/) | What is fetched for one question: eligibility, the scoring terms in order, the three labelled blocks, and why a live call gets only four entries. |
| [Testing retrieval](/docs/knowledge/retrieval-test/) | The search tool that shows what a question would actually fetch, how to read its score and authority columns, and what it cannot tell you. |
| [The facts editor](/docs/knowledge/facts/) | Typing a short grounded statement directly: the fields, what priority and keywords actually do, and when this beats uploading a document. |
| [Knowledge and Fact are different things](/docs/knowledge/knowledge-vs-fact/) | Knowledge is the body of material a workspace supplies; a Fact is one statement inside it. Blurring the two produces confident, unsupported answers. |
| [When two sources disagree](/docs/knowledge/source-conflict/) | Contradiction detection when a source is added, why a conflicted source stops answering, and why nobody but a person may decide the winner. |
| [Claims Knowledge does not support](/docs/knowledge/unsupported-claims/) | What happens when an answer would need something Knowledge does not carry: no draft is written, a person is asked, and the miss is recorded. |
| [Who decides what is true](/docs/knowledge/owner-authority/) | Authority is set by a person and enforced in code before the model sees anything, which is why no document and no message can promote itself. |
| [Instructions hidden in content](/docs/knowledge/prompt-injection/) | Received and fetched text is data, never instruction. What is stripped, what is flagged, what stops before any model runs, and what none of it guarantees. |
| [Knowledge for the Owner and for a customer](/docs/knowledge/knowledge-owner-tenant/) | One Knowledge implementation reached by two routes: what is identical for both audiences, what a plan scopes, and where a customer workspace stops. |

## Autonomy

| Page | What it covers |
|---|---|
| [The four autonomy modes](/docs/autonomy/modes/) | Off, draft only, ask before sending and autonomous: what each does to an outbound action, and the difference readers most often miss. |
| [Autonomy scopes](/docs/autonomy/scopes/) | Contact, endpoint, channel and workspace: the four levels an autonomy rule can be set at, and why the narrowest one always wins. |
| [Setting autonomy per channel](/docs/autonomy/per-channel/) | Email, WhatsApp, SMS and voice each carry their own autonomy mode. Why they usually should not match, and the configurations that work. |
| [The gates that always apply](/docs/autonomy/explicit-gates/) | Suppression, blocks, allowances, evidence and workspace isolation: the refusals that stand even when a channel is set to autonomous. |
| [Asking before placing a call](/docs/autonomy/ask-before-calling/) | Holding outbound calls for a human yes: what the setting covers, what the approver is shown, and what happens to a call-back that waits too long. |
| [Exceptions to a rule](/docs/autonomy/exceptions/) | Overriding a channel rule for one contact or one mailbox: when an exception is the right instrument, and the three tools often confused with it. |
| [Autonomy and spend](/docs/autonomy/spend-context/) | Permission and capacity are separate controls: how the plan allowance and the workspace budget limit what an autonomous channel actually does. |
| [Approvals](/docs/autonomy/approvals/) | Waiting For You: how a held action is presented, what a person may change, the two decisions available, and what each one records. |
| [Editing before approving](/docs/autonomy/editing-before-approval/) | Changing a prepared reply before releasing it: which parts a person may alter, what the edit records, and when to regenerate instead. |
| [Rejecting an action](/docs/autonomy/rejecting/) | Saying no to a held item: what happens to the prepared work, what is written down, and whether Connect tries the same thing again. |
| [Needs You](/docs/autonomy/needs-you/) | One ranked place for everything wanting a person: held decisions, mailboxes needing attention and line health, each clearing as its cause resolves. |
| [How Needs You is ordered](/docs/autonomy/needs-you-ranking/) | Why the list is not in arrival order: the signals that push an entry up, the ones that pull it down, and how your own triage feeds back into it. |
| [What appears in Needs You](/docs/autonomy/needs-you-kinds/) | Every sort of entry the attention list carries, what each one means, and the screen you go to in order to make it go away. |
| [The decision log](/docs/autonomy/audit-trail/) | What was decided, by what, under which rule, and what happened — including the refusals, because a refusal is a decision like any other. |
| [How long the record is kept](/docs/autonomy/audit-retention/) | How long decision records last, what actually limits an investigation, and why no age-based deletion schedule is published for them. |
| [Standing instructions](/docs/autonomy/standing-instructions/) | Durable directions a person gives Connect: where they apply, how to write one that can be acted on, and how they differ from memory and autonomy. |
| [Turning Connect on and off](/docs/autonomy/connect-on-off/) | The runtime switch: what stops when you turn Connect off, what carries on regardless, and the four things it deliberately does not change. |
| [Autonomy for the Owner and for a customer](/docs/autonomy/autonomy-owner-tenant/) | One implementation serves both audiences: a customer gets the same modes, scopes, queue and log, with the plan bounding volume rather than permission. |
| [Who may change what](/docs/autonomy/permissions/) | Who is allowed to change autonomy, decide a held item and read the record — and the rights the Connect Assistant is never given. |

## Files and data

| Page | What it covers |
|---|---|
| [Adding a file](/docs/files-data/upload/) | Three ways to add a file — button, drag-and-drop, paste — what happens the instant it lands, and the checks it must pass before anything reads it. |
| [File formats Connect reads](/docs/files-data/supported-formats/) | Every file format Connect reads, what is actually extracted from each one, and the limits worth knowing before you rely on an answer drawn from it. |
| [Validating a file](/docs/files-data/mime-validation/) | What Connect checks about a file before any parser touches it: the type check against the bytes, and the two structural attacks the checks exist to stop. |
| [Parsing a file safely](/docs/files-data/safe-parsing/) | Three refusals that keep document handling safe: external entity declarations, archives that expand out of proportion, and formulas neutralised on the way out. |
| [Previewing a file](/docs/files-data/preview/) | What a file preview shows and what it deliberately does not: stored bytes for an image, extracted content for a document, and nothing fetched from the network. |
| [Reading text out of a document](/docs/files-data/text-extraction/) | How words come out of a PDF, a DOCX, a PPTX or a plain file, what reading order means in practice, and what happens when a document has no text layer at all. |
| [Reading tables out of a file](/docs/files-data/table-extraction/) | How XLSX and delimited files are read into rows and columns, what survives the trip, and the four things that are reliably lost on the way. |
| [Understanding an image](/docs/files-data/image-understanding/) | How Connect reads a photo or a screenshot: the image formats it accepts, what the model is actually shown, and the questions a picture cannot answer. |
| [Answering from a file](/docs/files-data/answer-from-file/) | Grounding an answer in an attachment instead of in a model's memory: how Connect quotes a file, what happens when the file does not say, and what a citation means. |
| [Creating a file](/docs/files-data/create-file/) | How Connect produces a file: what it can be built from, which formats it will and will not write, and where the finished document lands. |
| [Changing a file](/docs/files-data/modify-file/) | Why changing a file in Connect always produces a new version instead of overwriting it, and exactly what the version you started from keeps. |
| [File versions](/docs/files-data/file-versions/) | The version chain a file keeps in Connect: what one version records, what provenance means here, and how the chain relates to the audit trail. |
| [Linking a file to a record](/docs/files-data/linking-files/) | Attaching a file to a company, a deal, a case or a conversation: what the link changes, what it does not, and where the file actually lives. |
| [The record of a file](/docs/files-data/file-audit/) | The trail a file leaves in Connect: who added it, who changed it, what was refused, and what was produced from it — and what the trail deliberately does not hold. |
| [The Data grid](/docs/files-data/data-grid/) | The Data screen: an Excel-like grid over thirteen record sheets, what each sheet holds, and why it is a view of Connect rather than a second database. |
| [Columns, order and visibility](/docs/files-data/data-columns/) | Arranging a sheet on the Data screen: resizing, reordering, hiding and showing columns, what a hidden column still does, and how to keep an arrangement. |
| [Filtering and searching a sheet](/docs/files-data/data-filtering/) | Narrowing a sheet on the Data screen: how filters on several columns combine, how search differs from a filter, and why a typed wildcard is just a character. |
| [Sorting, grouping and freezing](/docs/files-data/data-sorting-grouping/) | Ordering rows, gathering them under a shared value and pinning the columns you read against — and what happens when you use all three at once. |
| [Saved views](/docs/files-data/saved-views/) | What a saved view on the Data screen keeps, why it grants nobody any access they did not have, and how to get a sheet back to how it arrived. |
| [Editing in the grid](/docs/files-data/inline-edit/) | Changing a value in a cell on the Data screen: which fields accept an edit, which service actually performs it, and why some edits are refused. |
| [Bulk selection and actions](/docs/files-data/bulk-actions/) | Selecting many rows on the Data screen and acting on them at once: how a bulk change is applied row by row, and what a partial result means. |
| [Importing and exporting](/docs/files-data/data-import-export/) | Getting records into and out of the Data screen: how an import is validated row by row, and why an exported CSV escapes cells that begin with an equals sign. |
| [Duplicates in the grid](/docs/files-data/data-duplicates/) | How the Data screen surfaces records that look like the same person or company, what merging actually does, and why it is never done automatically. |
| [The grid on a small screen](/docs/files-data/data-mobile/) | What the Data screen becomes on a phone: the controls that survive the loss of width, the ones that are dropped, and why dropping them is the right answer. |

## Account

| Page | What it covers |
|---|---|
| [Signing in with Google](/docs/account/google-sign-in/) | Google is the only way into Connect. What the sign-in asks for, what is kept afterwards, and the four reasons it can refuse you. |
| [Sessions](/docs/account/sessions/) | A signed-in browser, how long it stays signed in, what ends one, and why your other devices are unaffected by anything that happens to this one. |
| [Signing in as somebody else](/docs/account/session-replacement/) | Signing in as a different person on the same browser ends the session that browser was holding — that one only, never that person's other devices. |
| [How your Google account binds to a person](/docs/account/identity-binding/) | Connect binds one Google identity to one user on first sign-in. Where that binding is stored, why there are two stores, and what a mismatch means. |
| [Which workspace you are in](/docs/account/workspace-resolution/) | Every request runs inside exactly one workspace. How that one is chosen from your memberships, and why a second membership stops a sign-in rather than offering a choice. |
| [The operator's workspace and a customer's](/docs/account/owner-vs-tenant/) | One codebase serves the platform operator and every customer. The feature set is identical; the difference is commercial, plus two screens about running the platform. |
| [Workspace administration](/docs/account/workspace-admin/) | Memberships, roles and what an administrator may change — and the deliberate limit: no member management on the account screen. |
| [Your profile](/docs/account/profile/) | What Connect keeps about you personally is deliberately small. Where the line falls between your details and the workspace's, and why the signature is not yours. |
| [Security settings](/docs/account/security-settings/) | The security controls a person genuinely has: the list of live sessions, one action that ends all the others, and what to do the day a device goes missing. |
| [Your plan](/docs/account/plan/) | A plan decides how much a workspace may do, never what it is allowed to do. What that distinction covers, and the one place it is easy to get backwards. |
| [Entitlements and runtime choice](/docs/account/entitlements/) | Entitlement is what your plan grants; runtime is what your workspace has switched on, and Connect acts only when both agree. |
| [Usage and allowances](/docs/account/usage/) | What Connect counts against a plan, how a daily allowance is reserved before the work happens, and what you see as a limit gets close. |
| [When a plan lapses](/docs/account/lapsed-plan/) | What stops when a workspace plan is no longer live, what waits instead of failing, what is refused outright, and what is never deleted. |

## Security

| Page | What it covers |
|---|---|
| [Workspace isolation](/docs/security/workspace-isolation/) | The boundary between two businesses is enforced three separate times. What each layer catches, and why one careful layer was not judged enough. |
| [Multi-tenancy in Connect](/docs/security/multi-tenancy/) | One application serves every business. What is genuinely common, what belongs to exactly one workspace, and where the data model draws that line. |
| [Row-level security](/docs/security/rls/) | The database applies its own workspace filter beneath the application. What that catches which application code structurally cannot, and what it refuses to write. |
| [The customer facade](/docs/security/customer-facade/) | A customer session is served through a closed surface: what is not explicitly permitted is refused, and the refusal says so in plain words. |
| [Authorisation](/docs/security/authorization/) | Five different questions get called permission. The order they are asked in, which one produced your refusal, and how each one is worded. |
| [How provider credentials are stored](/docs/security/credential-sealing/) | Provider credentials are sealed as they are saved and never shown again. What a screen displays instead, and why the database password lives in no file. |
| [Proving a phone number belongs to a workspace](/docs/security/number-ownership/) | How Connect proves a phone line really belongs to the workspace being served, and the class of defect that check exists to prevent. |
| [Proving a mailbox belongs to a workspace](/docs/security/mailbox-ownership/) | The scoped lookup that replaced a bare fetch on four mailbox routes, what it prevents, and the single webhook still allowed to resolve differently. |
| [Verifying an inbound webhook](/docs/security/webhook-verification/) | What an inbound provider callback has to prove before Connect acts on it: origin, freshness, single use and a known route, plus one named exception. |
| [Who can read the audit trail](/docs/security/audit-access/) | Who can read the record of what Connect decided and did: the two doors onto one trail, what each shows, and what the trail deliberately does not hold. |
| [Public and authenticated surfaces](/docs/security/public-vs-private/) | Which Connect surfaces answer without a session, which require one, and which are deliberately closed — with the rule that decides where a new surface belongs. |
| [What is kept and for how long](/docs/security/data-retention/) | How long each class of record survives in Connect, what deleting something actually does, and the two classes that are deliberately kept longest. |

## Product

| Page | What it covers |
|---|---|
| [How Connect works](/docs/product/how-connect-works/) | One pass through Connect in plain language: how a message becomes a canonical record, a grounded decision, a permitted action and an audit entry. |
| [Channels](/docs/product/channels/) | The five ways Connect reaches people — email, phone, WhatsApp, SMS and a browser softphone — with the status, the provider and the honest limit of each. |
| [The records Connect keeps](/docs/product/the-record-model/) | Everything Connect writes down: the workspace root, the thirteen record sheets, the two shapes of mail, and how a person, a company and a conversation relate. |
| [What Connect decides on its own](/docs/product/what-connect-decides/) | The decisions Connect makes without asking — priority, classification, wording, timing, research depth — and the gates that sit around every one of them. |
| [What a person always decides](/docs/product/what-a-person-decides/) | The decisions Connect never takes: price and terms, money and law, suppression, the rules themselves — each with the reason it is reserved for a human. |
| [One product, two audiences](/docs/product/owner-and-customer/) | JBRH runs its own business on Connect and sells the same product. One feature set, one implementation, two routers — and a difference that is purely commercial. |
| [Current limits](/docs/product/limits/) | Every current limit in Connect, by channel and capability: what is not available, what depends on a provider, and what is deliberately reserved for a person. |
| [Capability status](/docs/product/status/) | The capability register behind this manual: ninety capabilities, each labelled AVAILABLE, IN DEVELOPMENT or PLANNED, with its evidence and a machine-readable copy. |
| [How this manual talks about the future](/docs/product/roadmap-language/) | The four words this manual uses about a capability, what each one promises, what none of them promise, and the vocabulary the build refuses to print. |
| [Versions and what changed](/docs/product/versions/) | Three kinds of version live here: the product's own, the date on every page, and the specification versions the machine surfaces are written to. |
| [Accessibility](/docs/product/accessibility-statement/) | What has actually been measured in Connect's interface — focus rings read from a focused element, contrast ratios, form-field names — and what is known to be imperfect. |
| [Privacy inside the product](/docs/product/privacy-in-the-product/) | What Connect does with a workspace's material in practice: where it sits, what reaches a model, what a person can remove, and what is deliberately kept. |
| [The data you give Connect](/docs/product/data-you-give-connect/) | Every category of material a workspace supplies to Connect, the reason each one is needed, and exactly what changes if you decide to withhold it. |

## Getting started

| Page | What it covers |
|---|---|
| [What Connect by JBRH is](/docs/getting-started/what-is-connect/) | Connect by JBRH in plain terms: one worker that reads mail, answers the phone and follows through — the category, and what it does not replace. |
| [Your first hour](/docs/getting-started/first-hour/) | The four things worth doing in your first hour with Connect, in order, with the result each one produces and the mistake each one prevents. |
| [Your first week](/docs/getting-started/first-week/) | What to add once mail is flowing: knowledge that earns its place, standing instructions, a second channel, follow-ups, and when to loosen autonomy. |
| [Connect your mailbox](/docs/getting-started/connect-your-mailbox/) | The first real step: connecting Gmail, Microsoft Graph or an IMAP server to Connect, giving the mailbox a role, and proving that it is genuinely working. |
| [Decide what Connect may do](/docs/getting-started/set-what-connect-may-do/) | The four autonomy modes, the four scopes they can be set at, and the combination most businesses should start with before anything is sent for them. |
| [Teach Connect about your business](/docs/getting-started/teach-connect-your-business/) | What to put in Knowledge first, what belongs in Memory instead, and why the difference decides whether a correction applies to everyone or one person. |
| [Approve your first reply](/docs/getting-started/first-approval/) | Reading your first held draft, editing it, approving it, and the honest answer to what that approval does and does not teach Connect. |
| [Set up the phone](/docs/getting-started/set-up-the-phone/) | Going from no number to a line that answers: the two voice engines, the settings that matter before the first call, and what is honestly not available yet. |
| [Make a test call](/docs/getting-started/make-a-test-call/) | Ringing your own line for the first time: what to say, the four things to listen for, and how to read the transcript, summary and timings afterwards. |
| [Find your first prospects](/docs/getting-started/find-your-first-prospects/) | Writing a discovery brief that returns a short list you would actually ring, and the one guarantee that shapes everything prospecting gives you. |
| [Create your first follow-up](/docs/getting-started/your-first-follow-up/) | The four parts of a follow-up — commitment, reason, due time, channel — and exactly what happens on each channel when one falls due. |
| [Your first pass through Needs You](/docs/getting-started/read-needs-you/) | Needs You is the one queue a person actually works: what lands in it, why it is ranked rather than chronological, and what an empty queue does and does not prove. |
| [A working day with Connect](/docs/getting-started/daily-routine/) | What a person actually does each day once Connect is running: one queue pass, a look at what went out, and the three habits that keep the rest honest. |
| [A weekly review](/docs/getting-started/weekly-review/) | Five checks worth half an hour every week, what each one tells you that the daily pass cannot, and the change each finding should produce. |
| [Using Connect on a phone](/docs/getting-started/mobile/) | Connect on a small screen: what is identical, what folds into a menu below 600 pixels, and the work that is genuinely better left for a desk. |
| [Keyboard and speed](/docs/getting-started/keyboard/) | Getting around Connect quickly: hash routes you can type or bookmark, asking instead of navigating, and an honest note about published shortcuts. |
| [Inviting your team](/docs/getting-started/inviting-your-team/) | Adding colleagues to a workspace: what an invitation really grants, what everyone shares, how work is divided, and why a colleague sometimes sees a refusal. |
| [What Connect will not do](/docs/getting-started/what-connect-will-not-do/) | The refusals that are designed rather than broken: what Connect declines in the moment, what is not built yet, and what it never claims about itself. |
| [The nine words you need first](/docs/getting-started/glossary-for-new-users/) | Nine words that unlock the rest of this manual, grouped by what they are for, with the three distinctions new users most often get wrong. |

## How-to

| Page | What it covers |
|---|---|
| [Stop Connect immediately](/docs/how-to/stop-connect-immediately/) | The runtime switch stops new work at once without changing a setting. What halts, what is already in flight, and how to start again cleanly. |
| [Change how Connect writes](/docs/how-to/change-what-connect-says/) | Tone, length and signature are owned by three different controls in Connect. Which one to change, in what order, and how to see the effect. |
| [Change how Connect sounds on the phone](/docs/how-to/change-the-voice/) | The Voice Lab splits settings that reach the engine from directions that only ask the model. How to change one, and prove it with a test call. |
| [Add a second mailbox](/docs/how-to/add-a-second-mailbox/) | A workspace can hold several mailboxes, each with its own role, signature, autonomy and health. What to set, and what changes about replies. |
| [Send certain mail to a person instead](/docs/how-to/route-mail-to-a-person/) | Make certain mail reach a colleague instead of being answered: the rules that do it, how narrow each is, and what the exception looks like. |
| [Block someone](/docs/how-to/block-a-sender/) | A block is one directive stored against the person, tagged per channel, so it holds on email, WhatsApp, SMS and phone and in future conversations. |
| [Correct something Connect got wrong](/docs/how-to/correct-a-mistake/) | Four places a correction can live in Connect — this message, this thread, this person, or the whole business — and how to pick the right one. |
| [Stop an outreach sequence](/docs/how-to/stop-an-outreach-sequence/) | Five ways to stop cold outreach, ranked by how fast each takes effect and how wide it reaches — and which one to use while you work out the rest. |
| [Export your data](/docs/how-to/export-your-data/) | Exporting from the Connect data grid: which sheets, what CSV carries, and why an exported cell can look escaped when it starts with an equals sign. |
| [Import contacts](/docs/how-to/import-contacts/) | Bringing a contact list into Connect: preparing the file, mapping columns, what identity resolution does with each row, and where bad rows end up. |
| [Share a record with a colleague](/docs/how-to/share-a-record/) | What a link to a Connect record carries — a location, not access — and the three isolation layers that decide whether the person opening it sees anything. |
| [Set business hours](/docs/how-to/set-business-hours/) | Hours belong to a phone line, not to the workspace. What a caller hears outside them, why the message names no times, and which clock is used. |
| [Give one customer special treatment](/docs/how-to/handle-a-vip/) | Give one account slower, more careful handling without changing anything for everybody else: contact-scope autonomy, memory and guidance used together. |
| [Write a standing instruction that works](/docs/how-to/write-a-standing-instruction/) | What separates a standing instruction that changes behaviour from one that reads well and does nothing — plus the three kinds that reliably fail. |
| [Prepare for a busy period](/docs/how-to/prepare-for-a-busy-week/) | Four things to check before a peak: the daily allowance, autonomy on each channel, line hours and capacity, and who is actually working the queue. |
| [Find out why Connect did something](/docs/how-to/audit-a-decision/) | Trace an action back to the rule that produced it: what the decision log records, how to read it, and why refusals appear there as decisions too. |
| [Test a change before trusting it](/docs/how-to/test-before-trusting/) | Safe ways to try a change on each channel — draft-only on mail, a test call on the phone — and how to read the result without fooling yourself. |
| [Clean up duplicate records](/docs/how-to/clean-up-duplicates/) | Two records for one human split their history in half. Finding the pairs, merging safely, and the four things to check on the survivor afterwards. |
| [Reduce what Connect costs you](/docs/how-to/reduce-your-costs/) | Where Connect's spend actually goes — carried context on voice calls, prompt size, research passes — and the four changes that move the number most. |
| [Add a second phone number](/docs/how-to/connect-a-second-number/) | Claim a second business line: the carrier side, the channel route, the purpose that decides its voice, and the checks that prove it actually rings. |
| [Use a different voice for each line](/docs/how-to/use-a-different-voice-per-line/) | Give each line its own voice: what a profile actually contains, the six-step resolution order behind it, and how to prove which one ran on a call. |
| [Update many records at once](/docs/how-to/bulk-update-records/) | Change many rows at once in the Data grid without turning it into a second database: selection, bulk actions, the services underneath, and what gets refused. |
| [Attach a document to a deal](/docs/how-to/attach-a-document-to-a-deal/) | Put a quote, a specification or a signed order on an opportunity so that Connect can answer from it, and so the next version does not overwrite the last. |
| [Ask Connect about a customer](/docs/how-to/ask-connect-about-a-customer/) | Get an answer about one customer that is worth acting on: the question to ask first, the four follow-ups that add most, and how to tell an answer from a guess. |
| [Find out why a reply was held](/docs/how-to/find-why-a-reply-was-held/) | Work backwards from a reply that has not gone out to the exact setting that stopped it, in the order the holds are actually evaluated. |
| [Write a discovery brief that finds the right companies](/docs/how-to/write-a-discovery-brief/) | The four parts of a discovery brief that finds companies worth contacting, with a weak brief rewritten and the reason each change alters the result. |
| [Serve customers in a second language](/docs/how-to/set-up-a-second-language/) | Serve customers in another language across email, WhatsApp and the phone, and test each channel separately because they fail in different ways. |
| [Review a call properly](/docs/how-to/review-a-call/) | Read a call in the order that finds the fault: outcome, timings on the wire, review findings, then the transcript — and act on the findings a control can change. |
| [Make sure a promise is kept](/docs/how-to/close-the-loop-on-a-promise/) | Find every commitment a customer is waiting on, check each has something behind it that will actually fire, and close the ones that no longer mean anything. |
| [Give Connect a document to answer from](/docs/how-to/give-connect-a-document/) | Knowledge or attachment: which one a document belongs in, how to load it so answers are grounded in it, and the retrieval test that proves it took. |
| [Check what Connect knows about a person](/docs/how-to/check-what-connect-knows/) | Read everything Connect holds about one person, tier by tier, work out which tier is driving behaviour, and correct it so the change actually sticks. |
| [Recover something that was removed](/docs/how-to/recover-a-deleted-record/) | What can be brought back after a deletion, where it is recovered from, and the four things that are genuinely gone — with the reason each one is. |
| [Hand a conversation to a colleague](/docs/how-to/hand-over-to-a-colleague/) | Move a conversation to somebody else without losing the context: what transfers by itself, what you have to write down, and what the customer notices. |
| [Set Connect up before you go away](/docs/how-to/set-up-for-a-holiday/) | Leave Connect running while you are away: the autonomy decision, business hours, who reads the queue, and the dated commitments that will fire without you. |
| [Measure whether Connect is working](/docs/how-to/measure-whether-it-is-working/) | Five numbers Connect already reports that tell you whether it is earning its place, what each one moves with, and the vanity metrics to ignore. |
| [Report a problem usefully](/docs/how-to/report-a-problem/) | Capture the eight facts that turn a support question into a fixable one, in the order that finds the answer fastest — and the two nobody thinks to include. |
| [Turn off one channel without turning off Connect](/docs/how-to/turn-off-one-channel/) | Switch one channel off without stopping the rest: what `off` actually does, what keeps running behind it, and the three switches people confuse it with. |
| [Check a phone number before you go live](/docs/how-to/check-a-number-before-going-live/) | Prove a phone number end to end before you publish it, one segment at a time, using only a handset you already hold and the records each test leaves behind. |
| [Review your suppression list](/docs/how-to/clean-up-your-suppression-list/) | Read the suppression list properly: where each entry came from, which kinds may be cleared, and why most of a tidy-up is leaving things exactly where they are. |

## Use cases

| Page | What it covers |
|---|---|
| [Never miss a business call](/docs/use-cases/missed-calls/) | Answering every inbound call in hours and out: what the caller gets, what still needs a person, and the three limits that shape the whole thing. |
| [After-hours enquiries](/docs/use-cases/after-hours-enquiries/) | What a caller and an emailer actually get outside working hours, what is held until morning, and the promises Connect must not make at midnight. |
| [Serving customers in several languages](/docs/use-cases/multilingual-customers/) | Serving customers in more than one language across phone, email and WhatsApp: how the language is chosen, what it costs, and what is not claimed. |
| [Responding to inbound leads quickly](/docs/use-cases/inbound-lead-response/) | Answering a new enquiry before it goes cold: what Connect can say straight away, what it refuses, and why a held draft is not a fast reply. |
| [Outbound prospecting without buying a list](/docs/use-cases/outbound-prospecting/) | Finding and approaching new organisations from public research rather than a bought list, and the refusals that cap the volume on purpose. |
| [Chasing appointments and commitments](/docs/use-cases/appointment-follow-up/) | Chasing appointments, call-backs and commitments across channels, with the duplicate, staleness and reason rules that keep the chasing honest. |
| [Following up a quotation](/docs/use-cases/quote-follow-up/) | Following up a quotation without letting the agent restate the price: the sequence, the refusal rule, and how a commercial question escalates. |
| [Support that remembers the sale](/docs/use-cases/customer-support-continuity/) | Carrying what was learned during the sale into support: how one person stays one record across channels, and what breaks the thread when it breaks. |
| [Covering a small team's inbox](/docs/use-cases/small-team-coverage/) | Covering a shared inbox with a handful of people: mailbox roles, per-mailbox autonomy, and the queue that keeps a human in charge of what goes out. |
| [Running a business on your own](/docs/use-cases/solo-operator/) | One person, no colleagues to approve anything: the settings that give the widest cover for the least risk, and where the single-approver problem bites. |
| [A business whose people are not at a desk](/docs/use-cases/field-service/) | When the people who do the work are on site rather than at a desk: what the phone covers, what the browser covers, and what genuinely cannot be done. |
| [A high-volume inbox](/docs/use-cases/high-volume-inbox/) | An inbox with more mail than anyone can read: how work is picked, why the allowance holds rather than drops, and what to automate first. |
| [Communication you must be able to explain](/docs/use-cases/regulated-communication/) | Work where every message may have to be explained later: what is recorded, what evidence exists, and the certifications this documentation does not claim. |
| [Operating in India](/docs/use-cases/india-sms-and-voice/) | Operating in India: what DLT registration actually requires, why outbound SMS does not work on the live carrier, and which channels do the job instead. |
| [An agency with several clients](/docs/use-cases/agency-multiple-clients/) | Running several clients from one product: why each client is its own workspace, what isolation actually enforces, and what deliberately cannot be shared. |
| [Order and delivery enquiries](/docs/use-cases/ecommerce-enquiries/) | Where is my order, and can I change it: answering from real data, refusing what is not known, and the order lookup Connect does not have by default. |
| [Professional services enquiries](/docs/use-cases/professional-services/) | Enquiries for advisory and professional work: scoping without committing, reading what the client sends, and the decisions that must stay with a person. |
| [A B2B sales team](/docs/use-cases/b2b-sales-team/) | A sales team using Connect for pipeline hygiene and follow-through, with the commercial escalation that keeps the agent out of the negotiation. |
| [Handling applicants](/docs/use-cases/recruiting-and-hiring/) | Handling applicants at volume: the correspondence Connect takes on, the records it keeps, and the hiring decisions it must never be given. |
| [Booking appointments](/docs/use-cases/appointment-booking/) | What Connect can agree, confirm and chase around an appointment, why it does not hold your diary, and the read-back rule that keeps a booked time honest. |
| [Reaching dormant customers](/docs/use-cases/customer-reactivation/) | Reaching customers who have gone quiet: the compliance checks that run first, the evidence that makes a message worth sending, and which channels can carry it. |
| [After an event or exhibition](/docs/use-cases/event-followup/) | Turning a box of cards from an exhibition into researched, evidenced records and a first message, without a single invented email address. |
| [Working with partners and suppliers](/docs/use-cases/partner-communication/) | Pointing the same machinery at counterparties who are not customers: suppliers, partners and agencies, with the scoping and refusals that differ. |
| [Handing work between colleagues](/docs/use-cases/internal-handover/) | Giving a colleague a customer relationship mid-flight: what the record already carries, what does not transfer at all, and who ends up accountable. |
| [A clinic or practice](/docs/use-cases/clinic-or-practice/) | Scheduling-shaped enquiries for a clinic or practice, the privacy questions to settle first, and the clinical work that must never leave a person. |
| [Trades and installers](/docs/use-cases/trades-and-installers/) | Enquiries answered while you are up a ladder: qualifying a job, arranging a visit, and chasing the quote afterwards without ever naming a price. |
| [Education and admissions](/docs/use-cases/education-and-admissions/) | Admissions-season enquiry volume, families who write in several languages, and the decisions a school must keep out of software entirely. |
| [Property enquiries](/docs/use-cases/real-estate/) | Portal enquiries answered in minutes, qualified in the reply, and turned into a viewing commitment — with the listing-accuracy problem stated plainly. |
| [Delivery and order status enquiries](/docs/use-cases/logistics-and-delivery/) | Answering where-is-it questions from records you actually hold, refusing the ones you do not, and why an answer from a sample is worse than no answer. |
| [Manufacturing and B2B enquiries](/docs/use-cases/manufacturing-enquiries/) | Technical enquiries and requests for quotation: which specification questions can be answered from documents, which are refused, and how the engineer gets involved. |
| [Software trials and onboarding](/docs/use-cases/saas-trials/) | Trial and onboarding nudges that are worth receiving: what they can be grounded in, the stop rules, and the product data Connect does not have. |
| [A small organisation with no support desk](/docs/use-cases/non-profit/) | Coverage for an organisation where answering enquiries is nobody's actual job, and the decisions that have to stay with a named person anyway. |
| [A business with a season](/docs/use-cases/seasonal-business/) | Handling a season that is ten times the rest of the year: what you widen, what capacity actually limits you, and the rules that must not move. |
| [A business with several locations](/docs/use-cases/multi-location/) | Several branches inside one workspace: a line and a mailbox each, branch facts that stay local, and one relationship record the customer never sees split. |
| [A franchise network](/docs/use-cases/franchise/) | A network of independently run branches: one workspace each, what genuinely cannot be pooled across them, and why there is no franchisor console. |
| [Reseller and partner enquiries](/docs/use-cases/reseller-and-partner-enquiries/) | Inbound approaches from would-be resellers and partners: qualifying them with evidence, and the commercial terms that never leave a person. |
| [Chasing suppliers](/docs/use-cases/supplier-chasing/) | Outbound follow-up aimed at people who owe you something rather than owe you money: what drains automatically, what expires, and what the record proves. |
| [Payment reminders](/docs/use-cases/debt-and-payment-reminders/) | Reminding customers about unpaid invoices: the factual part that automates safely, the regulated part that cannot, and the evidence a dispute will need. |
| [Asking for feedback](/docs/use-cases/feedback-collection/) | Asking customers what they thought: when the request is triggered, which channel can carry it, and why a reply should rarely become Knowledge. |

## Technology

| Page | What it covers |
|---|---|
| [Digital employee](/docs/technology/digital-employee/) | What a digital employee is as a category: a permanent role with responsibilities, memory and oversight, rather than a task-shaped agent you launch and forget. |
| [AI agent](/docs/technology/ai-agent/) | The AI agent concept: the perceive-decide-act loop, the three things that make one useful in a business, and the two that make one dangerous. |
| [Agentic workflow](/docs/technology/agentic-workflow/) | Multi-step work with tools and checkpoints: how an agentic workflow differs from a script, and where the human checkpoints have to sit to be worth having. |
| [Tool calling](/docs/technology/tool-calling/) | How a model asks for an action it cannot perform itself, what the schema is really doing, and the checks a tool must run before it changes anything. |
| [Agent orchestration](/docs/technology/orchestration/) | Sequencing agent work, retrying what failed, and the single-thinker rule that stops two loops from answering the same message twice. |
| [Context window](/docs/technology/context-window/) | The span of text a model can attend to in one call: what has to be re-sent every turn, what it costs, and why a larger window is not a longer memory. |
| [Grounding](/docs/technology/grounding/) | Tying an answer to a source a person can check, and the practical difference between a grounded statement and a merely plausible one. |
| [Retrieval-augmented generation](/docs/technology/rag/) | The retrieve-then-generate pattern, the failure modes nobody advertises, and a plain account of what Connect implements and what it deliberately does not. |
| [Knowledge base](/docs/technology/knowledge-base/) | What a knowledge base is when an agent has to answer from it, and the properties that make one usable rather than merely large. |
| [Structured memory](/docs/technology/structured-memory/) | Keeping what an agent knows as records rather than as conversation history, and the operations that only become possible once you do. |
| [Relationship memory](/docs/technology/relationship-memory/) | Memory keyed to a person rather than to a conversation, why that key changes the answers, and what it takes to hold one identity across channels. |
| [Evidence in an agent system](/docs/technology/evidence/) | What counts as evidence when software claims something happened, how it is attached to the record, and the price of a claim with nothing behind it. |
| [Unsupported claims](/docs/technology/hallucination/) | Why a confidently wrong answer costs a business more than a slow one, and the controls that reduce unsupported claims rather than apologising for them. |
| [Prompt injection](/docs/technology/prompt-injection/) | Instructions smuggled into content an agent reads, what the attack looks like when it arrives as ordinary business mail, and the boundary that contains it. |
| [Human in the loop](/docs/technology/human-in-the-loop/) | Putting a person at the point where a decision is expensive to reverse, and the review-speed problem that decides whether the pattern survives contact with a working week. |
| [Agent observability](/docs/technology/agent-observability/) | Recording an agent's work so a decision taken weeks ago can be explained: what to capture, what is useless afterwards, and where Connect keeps it. |
| [Agent security](/docs/technology/agent-security/) | The threat model for software that holds real mail credentials and takes real actions on a business's behalf, and the boundaries that keep a mistake small. |
| [System prompts and instructions](/docs/technology/model-context/) | The instruction block a model is given before it sees a message: what belongs in it, what does not, and why its size is a latency decision on a live call. |
| [What a model call costs](/docs/technology/llm-cost/) | What a model call is actually billed for: tokens by direction and modality, context carried on every turn, and the spending that never appears on a per-request line. |
| [Choosing a model](/docs/technology/model-selection/) | The axes that decide which model does a piece of business work, how a default gets set, and what actually changes when you move one. |
| [Speech-to-speech models](/docs/technology/speech-to-speech/) | A model that takes audio in and gives audio back, with no synthesiser in the loop: what that buys on a call, and what it takes away. |
| [Text to speech](/docs/technology/tts/) | Turning written words into speech: where a synthesiser still earns its place on a realtime call, and the three things it cannot do. |
| [Speech recognition](/docs/technology/asr/) | Automatic speech recognition: what it does on a turn-based path, what a transcript actually is once the model speaks directly, and why it lands late. |
| [HTTP](/docs/technology/http/) | The request-and-response model everything here runs on, the status codes that carry real meaning in Connect, and the three that routinely mislead. |
| [HTTPS and TLS](/docs/technology/https/) | What TLS protects on the wire, the four things it does not protect at all, and how a terminating proxy changes what the application can see. |
| [REST](/docs/technology/rest/) | The architectural style behind most web APIs, what its constraints actually buy, and the four places Connect departs from it on purpose. |
| [JSON](/docs/technology/json/) | The data format every Connect surface speaks, and the two traps — number precision and re-serialisation — that break systems holding JSON in more than one place. |
| [JSON Schema](/docs/technology/json-schema/) | Describing the shape of a payload so a machine can check it: what a schema pins down, what it cannot say, and why valid is not the same as allowed. |
| [OAuth 2.0](/docs/technology/oauth/) | Delegated access without handing over a password: the code flow, what a scope really grants, and why the refresh token is the credential that matters. |
| [OpenID Connect](/docs/technology/openid-connect/) | The identity layer built on OAuth 2.0: what an ID token asserts, which claim is the stable one, and where identity stops and permission begins. |
| [Sessions and cookies](/docs/technology/sessions-cookies/) | How a browser stays signed in between requests, which cookie attributes do the real work, and why holding one is not permission to do anything. |
| [Webhooks](/docs/technology/webhook/) | A provider calling you when something happens: verifying the sender, answering fast, and building a receiver that survives the same event arriving twice. |
| [Server-sent events](/docs/technology/sse/) | A single long-lived HTTP response that the server keeps writing to: how it streams updates one way, and why Connect uses it rather than WebSocket. |
| [WebSocket](/docs/technology/websocket/) | A two-way connection that starts as an HTTP request and stops being HTTP: the one place Connect uses it, and the reason it is not used anywhere else. |
| [WebRTC](/docs/technology/webrtc/) | How a browser sends and receives call audio directly: the media path, why signalling is not part of it, and the security policy that does not reach it. |
| [SIP over WebSocket](/docs/technology/sip-over-websocket/) | Carrying call signalling into a browser that cannot open a UDP socket: registration, what keeps it alive, and the addressing mistakes that fail silently. |
| [Idempotency](/docs/technology/idempotency/) | Why the same request arriving twice must not do the thing twice, the three mechanisms that achieve it, and the actions where it is the only defence. |
| [Retries and backoff](/docs/technology/retry/) | Which failures deserve another attempt, which are already a final answer, and why backoff without jitter turns one outage into a second one. |
| [Rate limiting](/docs/technology/rate-limit/) | Caps that protect a provider, a workspace and you: the algorithms behind them, and why a 429 is a message to your queue rather than to one request. |
| [Circuit breakers](/docs/technology/circuit-breaker/) | Open, closed and half-open: how a failure counter stops a dying provider taking your own workers with it, and what Connect runs in place of one. |
| [Canonical URLs](/docs/technology/canonical-url/) | What a rel=canonical element actually decides, the duplicate URLs it consolidates, and the signals that quietly overrule it. |
| [JSON-LD and structured data](/docs/technology/json-ld/) | Structured data as JSON-LD: what it changes, the rule that markup must match visible text, and the types not worth adding. |
| [robots.txt](/docs/technology/robots-txt/) | RFC 9309 in practice: what a robots file controls, the thing people wrongly believe it does, and how Connect serves its own. |
| [XML sitemaps](/docs/technology/sitemap/) | XML sitemaps as a discovery aid: what belongs in one, why lastmod must be true, and when an index file becomes necessary. |
| [IndexNow](/docs/technology/indexnow/) | IndexNow in full: the key file, the shape of a submission, the 10,000-URL bulk limit, and what is worth telling a search engine about. |
| [hreflang](/docs/technology/hreflang/) | Language and region annotations that survive contact with reality: the reciprocity rule, x-default, and when hreflang is the wrong tool. |
| [HTTP caching and revalidation](/docs/technology/http-caching/) | Freshness, validators and revalidation: how ETag and Last-Modified work, and the header that stops a browser serving a module from the last deploy. |
| [Content Security Policy](/docs/technology/csp/) | Content Security Policy as a source allowlist: what it blocks, why inline script is the usual casualty, and why these docs carry no JavaScript. |
| [Web accessibility](/docs/technology/accessibility/) | Accessible pages start with semantic HTML: name, role and state, keyboard order and focus — and the same structure that helps browser agents. |
| [WAI-ARIA](/docs/technology/aria/) | WAI-ARIA roles, states and properties: the five rules, the patterns that genuinely need it, and the ways it makes a page worse. |
| [Page experience and Core Web Vitals](/docs/technology/core-web-vitals/) | LCP, INP and CLS explained by what causes them, plus what a text-heavy documentation site should fix first and what it can ignore. |
| [SMTP](/docs/technology/smtp/) | The protocol that moves mail between servers: envelope versus headers, what a 250 response proves, and the states after it. |
| [IMAP](/docs/technology/imap/) | Reading a mailbox over IMAP: folders, UIDVALIDITY, flags and the cursor a client must keep — and the way a cursor loses mail. |
| [Gmail API](/docs/technology/gmail-api/) | Gmail's HTTP mail API: history IDs for incremental sync, labels instead of folders, and why write-back must never block a reply. |
| [Microsoft Graph mail](/docs/technology/microsoft-graph/) | Microsoft Graph as a mail transport: the folder model, delta queries, change notifications, and what differs from Gmail in practice. |
| [MIME](/docs/technology/mime/) | Why an email is a tree: multipart structures, transfer encodings, header encoding, and the parts a reader never sees. |
| [HTML email](/docs/technology/html-email/) | What actually renders in a mail client, what is stripped, and why a mail reader must sanitise incoming HTML rather than trust it. |
| [SPF](/docs/technology/spf/) | Sender Policy Framework: the DNS record that authorises sending hosts, the ten-lookup limit, and the claim SPF cannot make. |
| [DKIM](/docs/technology/dkim/) | DKIM signatures: what is signed, how a receiver verifies, why signatures break in transit, and how keys are rotated with a selector. |
| [DMARC](/docs/technology/dmarc/) | How DMARC works: alignment against the From header, the three policies, the two report types, and the deployment order that does not lose mail. |
| [BIMI](/docs/technology/bimi/) | What BIMI actually requires before a logo appears anywhere: DMARC at enforcement, a constrained SVG, and for some clients a mark certificate. |
| [Bounces](/docs/technology/bounce/) | Hard, soft and the classes in between: what a bounce actually is, why some rejections never bounce at all, and the response each one deserves. |
| [Complaint feedback loops](/docs/technology/feedback-loop/) | What a mailbox provider sends back when someone presses the spam button, why the recipient is often redacted, and the only correct response. |
| [Suppression lists](/docs/technology/suppression/) | The list that outranks every campaign: what belongs on a suppression list, what does not, and why entries must be hard to remove. |
| [One-click unsubscribe](/docs/technology/unsubscribe/) | The List-Unsubscribe headers, what a one-click POST must not do, and the gap between honouring an opt-out and advertising one. |
| [Email deliverability](/docs/technology/deliverability/) | The factors that decide whether mail reaches an inbox, ranked honestly: who you send to first, authentication second, content much later. |
| [Transactional and marketing email](/docs/technology/transactional-vs-marketing/) | Why the transactional and marketing distinction governs consent, how a single hybrid message destroys it, and what Connect separates instead. |
| [PSTN](/docs/technology/pstn/) | The public telephone network as a software dependency: what you cannot do without a carrier, and the constraints a phone call imposes on an agent. |
| [DID — a direct inward dialling number](/docs/technology/did/) | A business phone number as a technical object: what direct inward dialling means, what renting a number gives you, and where routing is decided. |
| [Telephony carriers](/docs/technology/carrier/) | What a telephony carrier actually supplies, which capability differences change your architecture, and why you should ask rather than assume. |
| [SIP](/docs/technology/sip/) | Signalling for calls: SIP methods and responses, why it carries no audio, what registration binds, and what a host:5060 URI means. |
| [RTP and media transport](/docs/technology/rtp/) | How call audio really travels: small UDP packets, a jitter buffer that costs latency, and loss that is concealed rather than repaired. |
| [SIP trunks](/docs/technology/sip-trunk/) | Inbound and outbound SIP trunks: what an origination URI is, what a dispatch rule decides, and the configuration mistakes that fail silently. |
| [DTMF](/docs/technology/dtmf/) | Keypad tones: how a digit is encoded, the three ways it travels, and why a voice agent should mostly listen instead of asking for keypresses. |
| [Realtime voice agents](/docs/technology/realtime-voice/) | How a speech-to-speech voice agent is actually assembled, what each part is responsible for, and the failure surface a live call exposes. |
| [Voice activity detection](/docs/technology/vad/) | Voice activity detection decides one thing — speech or not speech — and the choice of where it runs shapes what a voice agent can react to. |
| [End-of-turn detection](/docs/technology/turn-detection/) | Deciding that a caller has finished rather than paused: silence timers against semantic endpointing, and why this dominates perceived latency. |
| [Barge-in](/docs/technology/barge-in/) | Interrupting a talking voice agent: the two ways it fails, how an ignored interruption is measured, and why resuming afterwards is usually wrong. |
| [Voice latency](/docs/technology/voice-latency/) | Where the seconds go on a voice call: the measured components, the floor no setting removes, and why a transcript is the wrong place to measure from. |
| [Session resumption](/docs/technology/session-resumption/) | What a realtime model session is, why a server ends one mid-call, and how a resumption handle carries the conversation across the reconnect. |
| [Context compression on a live call](/docs/technology/context-compression/) | Why a live model is re-billed for its whole context every turn, what a compression trigger and target do, and why the trigger has to be sized. |
| [Call transcripts](/docs/technology/call-transcript/) | What a call transcript contains on a speech-to-speech call, what it is reliable evidence for, and why timing read from transcript rows is wrong. |
| [Voice profiles](/docs/technology/voice-profile/) | How a voice profile splits into session parameters the engine enforces and written directions the model only approximates, and which setting wins. |
| [Multilingual voice](/docs/technology/multilingual-voice/) | How a call's language is chosen and changed: language tags, the gap between language and script, code-mixing, and what counts as evidence of a switch. |
| [Call routing](/docs/technology/call-routing/) | How a ringing number becomes a workspace, a line and a handler, and why direction, opening hours and worker capacity are part of that decision. |
| [Provider webhook signatures](/docs/technology/webhook-signature/) | How a provider signs a webhook, how to verify one without introducing a hole, and why a valid signature still does not stop the same event arriving twice. |
| [Call quality measurement](/docs/technology/call-quality/) | Two different things are called call quality. What a conversation review can measure on the wire, what a network metric measures, and what neither can judge. |
| [WhatsApp Business messaging](/docs/technology/whatsapp-business/) | How business messaging on WhatsApp actually works: the 24-hour window, pre-approved templates, opt-in, and Meta's coexistence route for a number already on a phone. |
| [Message delivery status](/docs/technology/message-status/) | Sent, delivered, read, failed: what each state is actually evidence of, why the ladder differs per channel, and why a late status must not overwrite a decision. |
| [SMS](/docs/technology/sms/) | How the short message service actually works: the 140-octet payload, the alphabets, what concatenation costs, and why one emoji halves your message. |
| [STOP and opt-out keywords](/docs/technology/stop-keyword/) | The opt-out words a recipient may send, what honouring one actually requires, and why your suppression list and the operator's can quietly disagree. |
| [DLT — Distributed Ledger Technology registration in India](/docs/technology/dlt/) | India's distributed-ledger registration for commercial messaging: what the regulator requires, who registers what, and why an unregistered message is rejected upstream. |
| [Sender IDs](/docs/technology/sender-id/) | The four kinds of sender identity a recipient can see, why an alphanumeric name cannot be replied to, and what changing one costs you. |
| [PostgreSQL](/docs/technology/postgresql/) | What a relational database buys a multi-tenant application, which PostgreSQL features this system actually depends on, and the costs that come with them. |
| [Relational data modelling](/docs/technology/relational-data/) | Normalisation in plain terms, what a foreign key is really buying, and the three places this system keeps a second copy of something on purpose. |
| [Row-level security](/docs/technology/row-level-security/) | How a database enforces who may see which rows: the mechanism, why FORCE matters, the difference between USING and WITH CHECK, and what it cannot protect. |
| [Multi-tenancy patterns](/docs/technology/multi-tenancy/) | Shared schema, separate schema or separate database: what each isolation pattern actually costs, and why the pattern is never the security control. |
| [Encryption at rest](/docs/technology/encryption-at-rest/) | Which threats storage encryption actually removes, the three layers it can be applied at, and why an authenticated query reads plaintext no matter what. |
| [Secret management](/docs/technology/secret-management/) | Where a credential should live, how rotation is supposed to work, and why a convenience copy of a rotated password becomes a fuse that blows at the next restart. |
| [Credential rotation](/docs/technology/credential-rotation/) | Why a password is read from a managed secret at boot rather than kept in a file, what a stale copy breaks, and how OAuth tokens rotate themselves. |
| [Authorisation models](/docs/technology/authorization-models/) | Allowlists, roles, scopes and row policies compared by the failure each one produces, and how Connect layers three of them over one request. |
| [Audit logs](/docs/technology/audit-log/) | The four things an entry needs before a log counts as an audit trail, why refusals belong in it, and what turns the same file into a liability. |
| [Provenance](/docs/technology/provenance/) | Recording where a statement came from, why the origin has to survive an edit, and how Connect attaches evidence to facts, memories and files. |
| [Reversible and irreversible actions](/docs/technology/reversible-actions/) | The three-way taxonomy an agent needs before it offers undo: what can be withdrawn, what can only be corrected, and what a person must approve first. |
| [Versioning](/docs/technology/versioning/) | Three problems that share one word: versioning a document, versioning a record, and versioning an interface other people have already built against. |
| [Data residency](/docs/technology/data-residency/) | What residency, sovereignty and localisation each mean, which parts of a system they actually constrain, and the questions worth asking a supplier. |
| [Personal data](/docs/technology/pii/) | What counts as personal data, the eight places it collects in a communications system, and the handling rules that keep the collection from spreading. |
| [Schema migrations](/docs/technology/migrations/) | Migrations that run at every boot, why every guard has to be idempotent, and the expression index a reflection API cannot find for you. |
| [Backups and restore](/docs/technology/backup-restore/) | What a backup has to contain before a restore actually works, the parts that live outside the database, and the rehearsal that turns a hope into a fact. |
| [Observability](/docs/technology/observability/) | Metrics, logs and traces are built around requests; this system's unit of work is a conversation. What changes, and where the signals actually surface. |
| [Query cost](/docs/technology/query-cost/) | Counting statements instead of timing a machine, the N+1 that grows with the business, and four measured before-and-after numbers from this system. |
| [Virtualised rendering](/docs/technology/virtualised-rendering/) | Drawing only the rows a screen can show, the four things that break when you do, and why virtualising the view never fixes an unbounded query. |
| [CORS](/docs/technology/cors/) | What the same-origin policy stops, what a preflight is really asking, and why an Allow-Origin header protects a browser rather than a server. |
| [DNS](/docs/technology/dns/) | The record types a business communications setup actually depends on, and why TTL is an operational commitment rather than a number in a form. |
| [Unicode, scripts and transliteration](/docs/technology/unicode-and-scripts/) | Why a language and a writing system are different things, what normalisation and collation actually decide, and how both show up in a call transcript. |
| [PDF text extraction](/docs/technology/pdf-text/) | PDF stores positioned glyphs rather than a document, so extraction is reconstruction — and a scanned page has no text in it at all to reconstruct. |
| [Office Open XML](/docs/technology/office-open-xml/) | DOCX, XLSX and PPTX are ZIP archives of XML parts. What each one holds, what a reader can get from it, and the two archive attacks that get refused. |
| [CSV formula injection](/docs/technology/csv-injection/) | A CSV cell that begins with an equals sign becomes a formula when a spreadsheet opens it. The attack, the neutralisation, and why an export looks escaped. |
| [Identifiers](/docs/technology/uuid-identifiers/) | UUIDs, sequential keys and opaque identifiers compared, and the rule that saves the most trouble later: never parse an identifier you were given. |

## Protocols

| Page | What it covers |
|---|---|
| [Model Context Protocol](/docs/protocols/mcp/) | What the Model Context Protocol is, what revision 2026-07-28 changed, and exactly which tools Connect exposes over it at POST /mcp. |
| [MCP transports](/docs/protocols/mcp-transports/) | The two MCP transports — stdio for a local process and Streamable HTTP for a remote server — and what revision 2026-07-28 took out of the HTTP one. |
| [MCP tools](/docs/protocols/mcp-tools/) | How an MCP tool is defined — name, title, description, input schema and annotations — and why a client must treat every one of those fields as untrusted. |
| [MCP resources](/docs/protocols/mcp-resources/) | MCP resources and prompts: what each is for, when a resource is the better answer than a tool, and the four resources Connect publishes. |
| [MCP security](/docs/protocols/mcp-security/) | Origin validation, authentication, scoping and blast radius for an MCP server — and the one tool nobody should build, whatever the request sounds like. |
| [A2A — the Agent2Agent protocol](/docs/protocols/a2a/) | The Agent2Agent protocol 1.0.0: how one agent finds another, asks it something in words, and why it sits beside MCP rather than replacing it. |
| [The A2A Agent Card](/docs/protocols/agent-card/) | The A2A Agent Card: where it lives, the fields that matter, how Connect generates its own, and what must never appear in a public card. |
| [A2A agent discovery](/docs/protocols/a2a-discovery/) | The three ways one agent finds another under A2A — a well-known URI, a curated registry, or direct configuration — and which one Connect supports. |
| [JSON-RPC 2.0](/docs/protocols/json-rpc/) | JSON-RPC 2.0, the envelope MCP and A2A both sit on: request, response, notification, the reserved error codes and how Connect maps them to HTTP. |
| [OpenAPI](/docs/protocols/openapi/) | OpenAPI as a description format, why Connect publishes 3.1.0 rather than the newer revision, and the difference between a public contract and an internal route map. |
| [Arazzo](/docs/protocols/arazzo/) | Arazzo 1.1.0 describes a multi-step sequence across API calls machine-readably — the order, the criteria and the outputs that carry between steps. |
| [AsyncAPI](/docs/protocols/asyncapi/) | AsyncAPI 3.1.0 describes event and webhook interfaces — channels, operations and message envelopes — and Connect publishes one for its outbound webhooks. |
| [OAuth for agents](/docs/protocols/oauth-for-agents/) | Delegated access when the client is a program rather than a person: what OAuth gives you, what it does not, and how Connect handles machine callers instead. |
| [Streamable HTTP](/docs/protocols/streamable-http/) | The Streamable HTTP transport in detail: one POST endpoint, the three MCP headers, when a response streams, and how a call is cancelled without a session. |
| [llms.txt](/docs/protocols/llms-txt/) | llms.txt is a community proposal, not a standard, and Google has said no Search system reads it. What it is for, and why this site publishes one anyway. |
| [Well-known URIs](/docs/protocols/well-known-uris/) | RFC 8615 and the /.well-known/ prefix: why fixed paths need a registry, what lives there on this site, and what does not belong there. |
| [RFC 9309 — the Robots Exclusion Protocol](/docs/protocols/rfc-9309/) | What RFC 9309 actually standardises about robots.txt — matching rules, status-code handling, size limits — and the parts people quote that are not in it. |
| [Schema.org](/docs/protocols/schema-org/) | The Schema.org vocabulary in JSON-LD: the types this documentation actually emits, the ones deliberately refused, and the rule that structured data must match the page. |
| [Scheduling formats](/docs/protocols/ical-scheduling/) | Where date and time interchange appears in Connect: RFC 3339 instants on the wire, due times on follow-ups, and why iCalendar does not appear at all. |

## Glossary

| Page | What it covers |
|---|---|
| [Connect](/docs/glossary/connect/) | What the name Connect covers: the product, the operator behind it, the work it does across four channels, and the names it is not. |
| [Digital employee](/docs/glossary/digital-employee/) | The role-shaped definition of a Digital Business Employee, and the line that separates one from a task agent, a copilot or an automation. |
| [Workspace](/docs/glossary/workspace/) | The isolation root in Connect: what belongs to one workspace, how the boundary is enforced three times, and what deliberately sits outside it. |
| [Owner](/docs/glossary/owner/) | Owner in Connect means the platform operator's own workspace and session — what that changes, and the three things that are correctly operator-only. |
| [Tenant](/docs/glossary/tenant/) | Tenant is the engineering word for a customer workspace: where it appears, why the product says customer instead, and what it is not. |
| [Needs You](/docs/glossary/needs-you/) | Needs You is the ranked queue of decisions, approvals and operational problems waiting for a person — what qualifies for it and how it empties. |
| [Standing instruction](/docs/glossary/standing-instruction/) | A standing instruction is a durable direction a person gives Connect — how it differs from a memory, from a rule and from an autonomy setting. |
| [Memory](/docs/glossary/memory/) | Memory in Connect is what it knows about a business and its people, held at four tiers and resolved narrowest-first — readable and erasable at each one. |
| [Knowledge](/docs/glossary/knowledge/) | Knowledge is the source material a workspace supplies for answers to be grounded in — what counts as a source, and why it is not the same as memory. |
| [Fact](/docs/glossary/fact/) | A fact in Connect is one grounded statement with provenance, extracted from knowledge or a conversation — and correctable on its own. |
| [Rule](/docs/glossary/rule/) | A rule in Connect constrains behaviour rather than granting permission — where rules are written, and how they differ from filters and from autonomy. |
| [Autonomy](/docs/glossary/autonomy/) | Autonomy is the per-channel rule for what Connect may do without asking: four channels, four modes, four scopes, narrowest scope wins. |
| [Approval](/docs/glossary/approval/) | An approval is one held action waiting for a human yes or no — what holds it, what the recipient sees meanwhile, and what a rejection does. |
| [Conversation](/docs/glossary/conversation/) | A conversation is Connect's channel-agnostic unit of exchange — one continuing exchange with one person, whether it arrived by email, WhatsApp, SMS or phone. |
| [Thread](/docs/glossary/thread/) | A thread is the email-shaped conversation in Connect: what joins messages into one, what does not, and the triage state the engine reads from it. |
| [Person](/docs/glossary/person/) | A person is the canonical human record in Connect: one human however many addresses they use, and the thing every conversation resolves to. |
| [Identity](/docs/glossary/identity/) | An identity is one address on one channel that resolves to a person — and it is not your own mailbox, not a sign-in, and never guessed. |
| [Relationship](/docs/glossary/relationship/) | A relationship is the ongoing connection between a business and a person or company — everything that has happened, across channels and years, in one record. |
| [Company](/docs/glossary/company/) | A company in Connect is an organisation you deal with — never your own business, which is the workspace — and it is what people are attached to. |
| [Prospect](/docs/glossary/prospect/) | A prospect is an organisation research found and kept as a candidate — held deliberately even before any contact address for it exists. |
| [Lead](/docs/glossary/lead/) | A lead in Connect is a contact captured from a conversation you were already having — a different record from a prospect, and from a person. |
| [Opportunity](/docs/glossary/opportunity/) | An opportunity is one commercial deal on the pipeline, with a value and one of five stages — and winning it is a change only a person confirms. |
| [Deal](/docs/glossary/deal/) | Deal is the everyday word for an opportunity. Both appear in Connect because the screens speak plainly and the model and API do not. |
| [Follow-up](/docs/glossary/follow-up/) | A follow-up is a dated commitment to make contact on a named channel, with the reason recorded — including one channel that never sends anything. |
| [Support case](/docs/glossary/support-case/) | A support case is one post-sale thing a customer needs sorted out, with a state and an owner — and deliberately not a helpdesk ticket. |
| [Lifecycle stage](/docs/glossary/lifecycle-stage/) | A lifecycle stage says how far one relationship has got, in six words — and the transition into client is the one Connect may not make alone. |
| [Customer 360](/docs/glossary/customer-360/) | Customer 360 is one person's whole history assembled across every channel — built when you ask for it, not stored as a separate record. |
| [Mailbox](/docs/glossary/mailbox/) | A mailbox is one email account connected to a workspace, with its own role, signature and autonomy — and it is not the same thing as an identity. |
| [Channel](/docs/glossary/channel/) | A channel is a medium Connect communicates over. Four carry autonomy rules, one more exists for calls you make yourself, and the word is not the provider. |
| [Provider](/docs/glossary/provider/) | A provider is the external service behind a channel — the mail host, the messaging platform, the carrier. Connect keeps their shape out of its own records. |
| [Carrier](/docs/glossary/carrier/) | A carrier is the telephony provider specifically — the company that reaches the public phone network, and the authority for a call's duration and cost. |
| [Audit](/docs/glossary/audit/) | The audit trail records who did what, in what capacity, to what, and whether it worked — including the refusals, because a refusal is a decision too. |
| [Voice Lab](/docs/glossary/voice-lab/) | Voice Lab is where a workspace tunes how Connect sounds on the phone and reviews finished calls against measurements the worker took on the wire. |
| [Disposition](/docs/glossary/disposition/) | A disposition is what a person decided a call was — stored apart from the engine's guess, and never overwritten by a model or a late carrier update. |
| [Outcome](/docs/glossary/outcome/) | An outcome is the engine's verdict on a call, derived from the conversation — and it decides whether anything is scheduled to happen next. |
| [Suppression](/docs/glossary/suppression/) | Suppression is a standing block on contacting an address or number. It outranks every other reason to send, and its origin decides whether it can be lifted. |
| [DNC](/docs/glossary/dnc/) | Do not contact is the strongest block a workspace can set on a person: every channel, no exceptions, and not something the Connect Assistant may clear. |
| [Entitlement](/docs/glossary/entitlement/) | An entitlement records what a workspace's subscription permits: which features it reaches and what daily volumes it may use, as two separate questions. |
| [Allowance](/docs/glossary/allowance/) | An allowance is what remains of a period's permitted volume. Some are refused at the limit, some are ceilings on what may exist, and one is only counted. |
| [Workspace kernel](/docs/glossary/workspace-kernel/) | The layer that filters every database query by workspace, why it is not the same thing as row-level security, and what an empty workspace stamp does to a record. |
| [Customer-safe](/docs/glossary/customer-safe/) | The allowlist that decides which API paths a customer session may call, how it differs from the rewrite that happens in the browser, and what its 403 means. |

## Comparisons

| Page | What it covers |
|---|---|
| [Connect and a CRM](/docs/compare/connect-vs-crm/) | Connect keeps people, companies and deals as a by-product of work it does; a CRM keeps them as the thing itself. Which record belongs where. |
| [Connect and a chatbot](/docs/compare/connect-vs-chatbot/) | A chatbot answers the person in front of it. Connect works a business's whole mail across channels, remembers, acts, and records who decided what. |
| [Connect and a helpdesk](/docs/compare/connect-vs-helpdesk/) | A helpdesk organises work into tickets and queues. Connect tries to finish the work before a queue exists, and keeps cases for what it cannot. |
| [Connect and workflow automation](/docs/compare/connect-vs-workflow-automation/) | Automation runs a path you drew in advance. Connect decides what a message needs. Where each belongs, and what happens when you pick the wrong one. |
| [Connect and a call centre](/docs/compare/connect-vs-call-centre/) | What answering every call the same way is worth, what it costs, and the three things on a live Connect line that a call centre still does and it does not. |
| [Connect and email marketing tools](/docs/compare/connect-vs-email-marketing/) | A broadcast tool sends one message to a list that agreed to hear from you. Connect writes one message to one person. The consent models are not the same. |
| [Connect and sales engagement tools](/docs/compare/connect-vs-sales-engagement/) | Sequence tools optimise cadence and volume. Connect optimises whether the message should be sent at all, and refuses to guess an address or a price. |
| [Digital employee and AI agent](/docs/compare/digital-employee-vs-ai-agent/) | An AI agent is a technical pattern. A Digital Business Employee is a commitment to permanence, responsibility and oversight. Confusing them costs money. |
| [Agent and assistant](/docs/compare/agent-vs-assistant/) | The engine starts work on its own and is governed by autonomy. The Connect Assistant answers a person and has narrower rights than they do. |
| [Memory and context window](/docs/compare/memory-vs-context/) | A context window is what the model can see during one call. Memory is what survives it. Enlarging the first will never produce the second. |
| [Knowledge and memory](/docs/compare/knowledge-vs-memory/) | Knowledge is what you told Connect is true about your business. Memory is what it worked out about a person. Putting a fact in the wrong one has consequences. |
| [Rules and instructions](/docs/compare/rules-vs-instructions/) | A rule is enforced in code whatever the model concludes. An instruction is text the model is asked to follow. One prevents; the other, at best, detects. |
| [MCP and A2A](/docs/compare/mcp-vs-a2a/) | MCP hands tools and data to a model. A2A lets one agent give another agent a task. Connect publishes both, and they answer different questions. |
| [MCP and a plain API](/docs/compare/mcp-vs-api/) | MCP exists so a model can discover what it may call at runtime. An HTTP API exists so your code can call exactly what it already knows it wants. |
| [Realtime and turn-based voice](/docs/compare/realtime-vs-turn-based-voice/) | Two voice engines with different physics: one speaks straight from the model, the other produces a sentence code can inspect before the caller hears it. |
| [Gmail API and IMAP](/docs/compare/gmail-api-vs-imap/) | Two ways to connect a mailbox to Connect. One knows about labels and history; the other works with any mail server in the world. What each costs you. |
| [Autonomy and approval](/docs/compare/autonomy-vs-approval/) | Autonomy is the standing rule for what Connect may do unasked. An approval is one held action waiting on a person. Changing one does not do the other's job. |
| [llms.txt and a sitemap](/docs/compare/llms-txt-vs-sitemap/) | A sitemap is a protocol search engines actually read. llms.txt is a community proposal. Publishing one instead of the other costs you discovery. |
| [Structured data and content](/docs/compare/structured-data-vs-content/) | Markup describes a page; it is not a second page. When the two disagree the markup is the thing that is wrong, and the cost is not theoretical. |
| [Operator and customer, as a design idea](/docs/compare/owner-vs-tenant-concept/) | One codebase serving the platform operator and its customers: what the pattern costs on every change, and the class of defect it makes impossible. |
| [Evidence and inference](/docs/compare/evidence-vs-inference/) | Something observed and something concluded are not the same claim. Where Connect draws the line, and what each kind of statement lets you act on. |
| [Drafting and sending](/docs/compare/draft-vs-send/) | Writing a reply and sending it are two acts with very different consequences. Why the approval gate sits exactly between them and nowhere else. |
| [A record and a transcript](/docs/compare/record-vs-transcript/) | A transcript says what was said once. A record says what is true across everything that happened. Each answers questions the other cannot. |
| [Scheduled work and triggered work](/docs/compare/scheduled-vs-triggered/) | Work that starts because something happened, and work that starts because a time arrived. Two clocks in one system, and what happens where they meet. |
| [Suppression and blocking](/docs/compare/suppression-vs-block/) | Two ways of telling Connect not to contact somebody, enforced in different places. Which one you need depends on whether you mean an address or a relationship. |
| [Workspace and account](/docs/compare/workspace-vs-account/) | Your account is who you are; a workspace is where the business lives. Which one owns what, and what happens when a person and a business part company. |
| [Public documentation and private help](/docs/compare/public-vs-private-docs/) | Some of what Connect knows is written for anybody to read, and some can only be answered inside your workspace. The line between them, and why it is drawn there. |

## Related


## What this page is based on