Thread detail
Voice AI callback request
This page is the CRM-grade wrapper around the inbox: customer context, AI state, escalation notes, and durable event history tied to the thread clients care about.
Inbox UX
Chatwoot
Workflow brain
Inngest
State store
Postgres
Osprey Solutions · Rick Salazar
Timeline
That AI line was slick. Can Tyson call me tomorrow around lunch?
Absolutely — I’ve flagged this for Tyson and marked noon-ish as your preference.
Would create a task + owner assignment in Postgres and mirror note into Chatwoot sidebar metadata.
AI + ownership
Control state
Why this matters
This state should live in Postgres even if Chatwoot handles the thread UI. That keeps escalations, business rules, and client-level AI policy in Osprey’s control.
Lead memory
Contact context
Phone: +1 778-555-0192
Source: Missed call SMS
Intent: Wanted a callback after hearing the AI receptionist
Pilot ops
Next actions
- • Mirror Chatwoot conversation ID into local DB row.
- • Record every AI reply reason code for later review.
- • Store takeover cause so pricing-heavy threads can train the rules.
- • Sync booking or CRM note outcomes back into the thread sidebar.