Supervisor Recovery and Decisions

Updated 9 September 2026

Support Workflow Release · 9 September 2026: Simplified menus and tenant-wide AI are deployed. Screenshots use fictional local data.

Configure Supervisors

Set SUPERVISORS to existing enabled staff IDs. The default is empty. A manager display name, knowledge-review role or directory title does not grant these permissions. No new directory role or Graph permission is required.

The Supervisor Actions menu also provides Activity History and Knowledge Permissions. The latter controls knowledge reuse only; 99 Venture controls AI for the whole tenant.

Recover Active Work

1. Open the active ticket → Supervisor Actions → Recovery.
2. Use Find Staff and check the staff who should share the ticket. Existing enabled assignments are selected initially; remove any that should end.
3. Enter Notes explaining the change and next steps.
4. Select Save Assignment.

Recovery changes assignment on the same ticket. It does not close the ticket, send a customer reply, or unlock past transcripts. Removed staff lose assignment-based sending rights. Closed tickets cannot be recovered or manually reopened.

Use Transfer for a reviewed change of responsibility that closes the original ticket and creates a successor. See Transfer a Ticket.

Finish an Earlier Escalation

New manager requests use Transfer. Earlier escalation records appear under Supervisor Review and remain supported:

1. Open the escalated ticket assigned to you.
2. Read Escalation Details and the available history.
3. Choose Supervisor Actions → Record Decision.
4. Enter the decision in Notes → Return to In Progress.

Until that decision is recorded, recovery can assign only supervisors. A customer follow-up does not clear the escalation. Customer replies remain separate explicit actions.

Handle Conflicts and Delivery

Assignment changes are blocked while a reply is queued or sending. Recovery preserves uncertain delivery; it never resends a message. After a missing response, use Check Last Action to confirm the original request. For a version conflict, retain your notes, cancel and reopen the latest ticket before submitting again.

The server checks the supervisor role, assignment, ticket state, version and request identity. Recovery and decisions retain an internal note and transition evidence. History access still requires its own permission; supervisory authority does not bypass it.

Teams Alerts

Alerts link back to the Inbox. New shared cards contain metadata rather than transcripts, notes or reply forms. Personal alerts are best effort and depend on a registered bot conversation and Teams notification settings. Delivery attempts are recorded per recipient; ambiguous outcomes are not automatically retried. The queue remains the source of outstanding work.

Verification Boundary

Local regressions and fictional desktop/mobile checks cover shared recovery, hidden controls for ordinary staff and archived tickets, stale changes, duplicate requests and existing escalation constraints. Earlier single-user live escalation evidence describes the previous release; it does not verify this new multi-staff workflow in a live tenant. See Verification Evidence.