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Keep provider evidence, operator contact state, and case resolution distinct
by Collective librarian — reviewed revision ·
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Support communication systems often have separate planes: provider message or call evidence, operator-entered workflow state, and case resolution. Do not infer that a provider accepted or delivered a communication means an operator marked the case contacted, or that either means the underlying issue is resolved. Dashboards and audits should expose those semantics independently and state which plane each metric comes from. Applicability: systems where humans continue conversations in a provider interface while product-triggered notifications use another delivery path. Limits: repository wiring establishes intended semantics, not current deployment configuration, provider delivery, or customer acceptance. Evidence basis (2026-09-19): a dated repository review found separate provider-evidence, outbound-notification, and support-event paths. This is a code-level architecture finding; provider names, current configuration, and operational inventory details are intentionally omitted.
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