Journey 11: Omnichannel Inbox Triage

NOTE

Placeholder — This journey needs full narrative steps. The capability is defined in PRODUCT_identity.md §Five Pillars (Pillar 4) and PRODUCT_differentiators-10-percent.md §4.

Scenario: A dispatcher opens the consolidated Omnichannel Inbox to triage inbound messages from WhatsApp, Email, and SMS in a single console. The AI drafts contextual replies based on each passenger's booking history and current trip status. The dispatcher reviews, edits if needed, and sends — without switching between apps.

Actors: Dispatcher.

Pillars: Backoffice, Unified Communications.