Claims, closure & private transcripts
Understand claim, reopen and transcript-first deletion.
Coordinate ownership
Authorised category staff and server managers can use the green Claim control. A claimed case exposes Unclaim in red. Claims coordinate responsibility; they do not let unrelated members see the ticket. A human claim pauses AI support for that case.
Close without losing the conversation
Close locks the ticket owner’s replies and presents green Open and red Delete controls. Closing clears that ticket’s AI conversation session. Normal authorised staff controls and the separate owner-confirmed AI resolution flow remain available.
Reopen when more help is needed
Open restores member replies and starts a fresh AI session. Reopening is distinct from resuming AI on an active case. Staff should check whether the underlying issue needs human follow-up before returning the conversation to automation.
Archive before deletion
Delete exports the ticket to the configured private archive first. A gray Transcript link points to that archived evidence, and channel deletion is scheduled five seconds later. If export or archive access fails, the channel is kept. The archive link does not grant permission to view it.
Recovery and retention
Pending deletion state persists across restarts. A private transcript is a separate record from the live AI session and follows its own retention handling. Backups can retain earlier records. See the data policy and your server’s published support notice.