The watch page

Every customer a guide is working gets a watch page: one chronological log of everything the guide has done for that customer — every send, every source check, every wake, every escalation — with a rail beside it that tells you where the outcome stands right now. Open it from any customer row on the guide’s Outcomes tab. The design principle is simple: the rail speaks in plain words; the log keeps the receipts. Nothing on this page is the guide’s narration of itself — every entry is a recorded event, written by the runtime as it happened.

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The log

The log reads top to bottom, grouped by day. Every entry starts by naming its wake door — the thing that woke the guide: Under each door you see what the guide did in that wake, in order:

• Conversation bubbles. The customer’s messages sit on the left, the guide’s on the right — texts as bubbles, emails as letter cards with the subject leading and the sender named (“as <teammate>”).
• The guide’s own narration — a short line explaining what it decided and why, in readable ink.
• Receipts, in monospace. Every time the guide reads a connected source, the read lands here as source · reference · value · read-at. A read that came back empty still appears — a guide that checked and found nothing looks different from a guide that never checked.
• Your briefings. Messages you send the guide render in their own dashed style, clearly marked as internal — the customer never sees them.

Some entries carry evidence behind them: a source read’s receipt, the citation that closed the outcome, or a call’s full transcript. Those rows open — click one and the detail slides out in a drawer, including the Voice Studio conversation view, with on-demand audio when the agent that placed the call records (recording is a per-agent switch, off by default).

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Step tones

Each entry wears a small dot that tells you its kind at a glance:

• Blue — a send. A text, an email, or a call went out to the customer.
• Neutral — a verification step. The guide read a connected source; the receipt sits right below.
• Green — a win. Green is earned: it appears on verified progress and the verified close, never on the guide’s say-so.
• Amber — the guide needs you. An escalation, a proposed close waiting on your tap, or a held send.
• Hollow ring — a system step, like enrollment.

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The rail: where this stands

To the right of the log sits one card, Where this stands — the current state of this outcome in plain words — and under it the lit five-stage ladder (enrolled → reached → engaged → verifying → done), this customer’s position on the same derived funnel the Outcomes tab shows for the whole roster. Rungs light only from recorded events; the guide cannot talk itself up a rung. When the guide needs you, the rail grows one-tap actions:

• Confirm done — your explicit close, when the guide has proposed done and no connected source can verify it.
• Reply to the guide — answer the question it paged you about.
• Approve the call — when a guide with Ask me before dialing on has proposed a call, the rail shows the full phone number it wants to dial and the tap that places it. See calls and approvals.

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The live pulse

While the outcome is open, the page refreshes itself every few seconds — new events appear as they land, so you can watch a conversation unfold in real time. Once the outcome closes, the pulse stops for good: done is terminal. A paused guide keeps pulsing, because pause is deaf, not blind — the guide won’t act, but inbound messages still land in the log.

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Waking the guide yourself

The header gives you three operator controls. Each one is a real wake — it enters the same runtime loop as a customer reply or a timer, and it lands in the log like everything else.

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