How to use this board
- Start at the top. The queue defaults to time to gates across every event, so the case closest to doors comes first. Cases from different shows interleave by actual urgency rather than by when they arrived.
- Re-sort when the situation changes. Escalations first when people are the bottleneck, Event when one venue is having a bad night, Unresolved first to clear what's left. Time to gates stays the tiebreak inside every sort.
- Read the recommendation and the fields under it. Every action shows the field values that produced it, so if the values look off, the recommendation probably is too.
- Approve and send if the call is right. The draft goes to the fan as written, and you can edit it in the box first.
- Change the action if it isn't. Pick a different one from the dropdown and the page catches up: the button becomes Override and send, and the draft box switches to match. Your choice is recorded next to the engine's recommendation, so both are visible afterwards.
- Escalated cases don't come with a draft. Nothing goes out on an escalation, so there's no message to write. If you override an escalation to something that does message the fan, a blank draft box appears and the send button waits until you've written something.
Red pins on the strip above sit inside 90 minutes to gates, where fans are likely already at the venue. Press J and K to move through the queue, A to send the selected action, U to undo the last one, and ? to bring this panel back. Esc closes it. Any resolved case can be reopened from its own Undo button too.