The digest told you. Did anyone tell the rep?

What the rep gets

The brief opens on the customers waiting for the rep's reply right now, on every company number they hold, longest wait first, each with the customer's name and number so the rep can open the chat on their phone. A wait a colleague already answered from another linked number is not listed, and a wait past your reply SLA is marked.

Then the escalations still open on their chats, with how long ago each was escalated and how many times they were reminded. Then the open findings on their chats, named by the rule or by the kind of finding, such as a promise overdue, and any deadline rule that runs out before the end of the day. Then the missed calls on their number that nobody has gone back to.

Yesterday follows: messages sent, threads, customers spoken to, mean reply on your business-hours clock, the share of replies inside your target, calls in and out, and talk time. Each one sits beside the rep's own average over the last 7 days, and never beside another rep's.

A section with nothing in it is left out. A rep with nothing waiting and no traffic yesterday gets no email that day.

When it arrives

An owner or admin switches the brief on for the workspace, chooses the time on the quarter hour in the workspace's timezone, 08:00 by default, and which days of the week. Your holidays are skipped unless you say otherwise. It is off until somebody switches it on; the first brief is the first scheduled morning after that, and nothing older is sent.

Each rep gets it once a day. A rep can be switched off on the same page without switching the brief off for everyone.

Who gets it

Every active rep who holds a company number, at the email address on the Registry. A rep who also has a WAOversight login gets it there instead, with a line in their notifications and a button to the queue narrowed to their own chats, and can switch it off themselves. A rep with no address and no login cannot be reached, and the settings page says so.

It goes by email only. Nothing is sent on WhatsApp: the escalation number sends escalation notices and nothing else, and a message to every rep every morning is the pattern WhatsApp bans numbers for.

What it never carries

No message from a chat. Not a quote, not the words a rule matched, not Nora's reasoning. A customer waiting is named, and the conversation is on the rep's phone, where it already is. It is the rule the manager's digest keeps, for the same reason: an email is a copy outside the archive and its access log.

What this does not do

• It does not rank reps or show one rep another's figures. The only comparison in it is the rep against their own last 7 days.
• It does not send a message, to a customer or to anyone. No linked number can send through WAOversight.
• It does not open the rep's chats to anyone. Reading a conversation still needs a sign-in and is written to the access log first.
• It cannot see a reply made outside WhatsApp. A customer answered on an ordinary phone line still reads as waiting.
• It does not replace the manager's digest. Managers get the team; the rep gets their own.
• It depends on the number staying linked. A number that dropped its link stops capturing, and that rep's brief runs short until it is relinked.
• It is not a scorecard. The figures are the same ones on the team analytics, defined in the metrics guide; what a rep does with them is between them and their manager.