Increasing support-case capacity requires separate attention and reply controls

Increasing the number of cases one support agent may own does not by itself create a safe attention queue. Design and test separate controls for ownership, the currently active interaction, callback urgency and due time, and reply-to-case linkage. A copied or queued draft is not a confirmed send, and a driver reply should not trigger a case update until it is bound to the correct conversation.

This applies to human support inboxes with asynchronous messaging. It is a design constraint, not evidence that one presentation or capacity is optimal; validate usability and workload effects with operators before treating the model as preferred.