What belongs in a customer thread
- Anything you would be comfortable reading aloud in a dispute.
- Confirmations of scope, price, dates and access.
- Documents: estimates, contracts, invoices, receipts, photos you chose to share.
- Answers to questions the customer actually asked.
What belongs in internal threads
- Crew coordination, dispatch changes and site logistics.
- Candid assessment: difficult access, difficult customer, pricing concerns.
- Escalations between office, sales and field.
- Photos taken for evidence rather than for sharing.
The rule that prevents most damage
Every internal decision that changes what the customer experiences must produce an outward message and a record entry. The chat is where the team works it out; it is not where the commitment lives. If the crew agrees in chat to arrive Thursday instead of Wednesday, the appointment must move and the customer must be told — otherwise the chat is now the source of truth and nobody outside it knows.