weekly sync
Attendees
Agenda
Discussion notes
Snooze rollout
- Shipped snooze to all workspaces on Thursday. No incidents, no rollback.
- Early numbers look healthy: roughly a third of active agents used it in the first two days.
- Sana will pull proper usage numbers for next week.
- One workspace asked for custom snooze presets. Logged, not committed.
Attachment failures in the reply editor
- Dalia has six tickets in two weeks with the same shape: attachments over 10 MB fail silently, the reply sends without them, and the customer never finds out.
- Teo suspects the upload service times out and the editor swallows the error.
- Worst version: an agent sent a contract reply with no contract attached.
- Agreed this is the ugliest bug we have right now. Hotfix jumps the queue.
Mobile: native app or better mobile experience?
- Marco pushed for starting a native app now; Sana argued most mobile sessions are agents triaging on the go, which the current responsive views handle badly but fixably.
- Went back and forth for a while. Resolved: fix the responsive views first, revisit native in October with real usage data.
Decisions
Action items
Parking lot
- Dark mode requests keep trickling in. Nobody wants to schedule it yet.
- Offsite dates for the fall. Sana will raise options at the first sync in August.
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