Product · Operations cockpit

Mission Control

One ranked queue of everything the AI could not close, across every organization you work, with the case, the task and the guest thread side by side.

What it is

Mission Control is one ranked list of everything that still needs a person, pulled from every organization you are authorized to work. The AI handles what it can; what it cannot close ends up here, ordered so the top of the list is genuinely the next thing to do.

It is a cockpit rather than a list. Open a case and you get the escalation, the task it belongs to and the guest conversation side by side, so you can read what happened and act without opening three tabs and losing the thread.

How the queue is ordered

Every case carries a priority from 0 to 100, and the queue sorts by severity band first and score second. That ordering matters: a critical case never sits below a warning just because the warning scored a couple of points higher, because a list that does that reads as broken.
90 – 100 · Emergency
Something is on fire. A guest is locked out, a property is flooding.
70 – 89 · Critical
The line where a case turns red, counts in critical rollups, and is delivered immediately outside working hours.
40 – 69 · High
Today’s work: overdue tasks, escalations the AI could not finish.
20 – 39 · Normal
Real but not urgent — unassigned work, cases going stale.
50 · Default
Where a case lands when nothing argues for anything else.

The same number decides what reaches you when nobody is at a screen: anything from 40 up joins the night digest, and 70 and above is what will wake somebody rather than wait for morning.

What lands in the queue

Cases arrive from four directions, and each one carries the reason it is there — you never have to guess why the AI surfaced something.
  • A guest is waiting. The last message in a thread is theirs and nothing has answered it. If the AI read the message and deliberately stayed silent — a “thanks, that’s all” needs no reply — that is not treated as waiting.
  • The AI escalated. It hit something it was not authorized or able to finish and handed it to a person. The case clears when a human answers in the original thread.
  • Someone flagged it by hand. Raised from the inbox, with an AI-drafted problem statement to save you writing one. A manual flag stays up until it is resolved — replies do not clear it, which is the point.
  • A task needs attention. Overdue, escalated, due soon, waiting on an approval, unassigned, or quietly going stale — each with its own weight, so an overdue job outranks an unassigned one.

Snooze, resolve and revive

Both actions get a case off your list. The difference is what happens next, and both of them come back on their own if the world changes.
  • Snooze parks it; it does not mute it. The case leaves the queue until the time you set — but if anything new happens in the meantime, a guest message or movement on the task, it comes straight back. Snoozing again re-arms that.
  • Resolve closes it out and clears any flags on it. New activity after you resolved still brings it back, because a guest replying to a case you closed is a new problem, not a closed one.

Resolved cases stay readable: switch the queue to Resolved to see what was closed and by whom, and reopening one drops you back into the same cockpit rather than a read-only copy.

Working several clients at once

An operator covering more than one client sets a work scope once, in the sidebar, and Mission Control, the Inbox and Tasks all follow it. No switching each page separately, and no wondering which client’s queue you are looking at — multi-client rows carry a client badge.
One organization
The default. Everything is scoped to the client you picked.
Personal hub
Your own saved set of clients, up to 50, for the portfolio you actually cover.
All authorized
Everything you have access to, in one queue.

A hub is a filter, not a grant

It only ever narrows what you can already see. Adding a client to a hub gives you no access you did not have, and if your access to one of them goes away the hub refuses to load a partial queue rather than quietly showing you less than you think.

The cockpit

On a wide screen a case opens as three columns: the queue on the left, the task in the middle, the guest conversation on the right. On a laptop or a phone it collapses to the familiar task view.
  • A private assistant tab sits beside the guest thread, with the full in-app AI toolset — including sending messages and changing tasks. What you say to it stays out of the guest conversation, so you can think out loud and ask it to draft something before anything reaches the guest.
  • Keyboard first. J and K or the arrow keys move through the queue, Enter opens, Escape closes, and ? lists the rest.
  • Filters run on the server — client, listing, kind, severity, time window and sort — so a filtered queue is the real answer rather than a slice of the first page.
  • A capped queue says so. If there is more than the view can return you get a visible warning rather than a quietly truncated list.

Who can see it

Organization admins and members — including read-only staff — plus Proptonomy global admins. Property owners are excluded by design: the queue is built on guest conversations, which owners cannot read. Access is re-checked while you work, and any error fails closed rather than showing a queue it is not sure about.