[
  {
    "thread_id": "th-james-checkin",
    "id": "m-james-checkin-1",
    "at": "2026-08-05T13:12:00.000Z",
    "from": "asker",
    "text": "What do I do first when I get to an account?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-james-checkin",
    "id": "m-james-checkin-2",
    "at": "2026-08-05T13:12:03.000Z",
    "from": "atlas",
    "text": "Maria wrote this down. Word for word:\n\n“Check in on the app before you walk in, not after you leave.”\n“Ask for the buyer by name. If they’re not there, don’t pitch to whoever is.”\n“Walk the floor before you open the case — see what’s selling and what’s sat there.”",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-checkin",
        "title": "Checking in at an account",
        "version": 5,
        "confirmedAt": "2026-07-22",
        "stale": false
      }
    ],
    "escalation_reason": null
  },
  {
    "thread_id": "th-ravi-reorder",
    "id": "m-ravi-reorder-1",
    "at": "2026-08-05T16:40:00.000Z",
    "from": "asker",
    "text": "A buyer just texted me a reorder — do I need anything else from her?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-ravi-reorder",
    "id": "m-ravi-reorder-2",
    "at": "2026-08-05T16:40:04.000Z",
    "from": "atlas",
    "text": "Maria wrote this down. Word for word:\n\n“A text is a request, not an order. It gets raised as a draft like anything else.”\n“Read the sizes back to them before you raise it.”\n“If they say ‘same as last time’, say what last time was in the reply.”\n\nOne straight thing: nobody has confirmed that page since 27 Jan 2026, so I’ve flagged it for Maria to check. Still Maria’s words — just not recently checked.",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-reorder-text",
        "title": "Reorders that come in by text",
        "version": 2,
        "confirmedAt": "2026-01-27",
        "stale": true
      }
    ],
    "escalation_reason": null
  },
  {
    "thread_id": "th-james-refund",
    "id": "m-james-refund-1",
    "at": "2026-08-06T09:02:00.000Z",
    "from": "asker",
    "text": "Casa Marejada wants a refund on the overshirts that came in wrong. What do I tell them?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-james-refund",
    "id": "m-james-refund-2",
    "at": "2026-08-06T09:02:02.000Z",
    "from": "atlas",
    "text": "I’m not going to guess at this one. It’s with Maria now, and her answer comes straight back to you here. Everything you say next stays in this conversation, so nothing gets lost.",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": "Money going back after a shipment always goes to Maria — no procedure decides that one."
  },
  {
    "thread_id": "th-lucia-quality",
    "id": "m-lucia-1",
    "at": "2026-08-06T08:15:00.000Z",
    "from": "asker",
    "text": "The stitching on the Wave Overshirt I bought has come away at the shoulder. Is that covered?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-lucia-quality",
    "id": "m-lucia-2",
    "at": "2026-08-06T08:15:05.000Z",
    "from": "atlas",
    "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo the rule covers you. What I won’t do is tell you your own purchase date or whether your size is on the shelf — that’s Atlantica’s record, not a procedure, and I’ve passed it to the order desk with what I have.",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-quality",
        "title": "Quality claims — what’s covered",
        "version": 3,
        "confirmedAt": "2026-02-06",
        "stale": false
      }
    ],
    "escalation_reason": null
  },
  {
    "thread_id": "th-casamareas-ordering",
    "id": "m-casa-1",
    "at": "2026-08-04T17:30:00.000Z",
    "from": "asker",
    "text": "How do we place a reorder ourselves instead of waiting for the rep?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-casamareas-ordering",
    "id": "m-casa-2",
    "at": "2026-08-04T17:30:04.000Z",
    "from": "atlas",
    "text": "Maria wrote this down. Word for word:\n\n“Send the reorder in here and it lands on the order desk the same hour.”\n“Piece, colourway, sizes and the ship window you need — all four.”\n“Anything sent after 4pm island time is next working day.”\n“Your rep sees it too, so you never have to send it twice.”",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-partner-ordering",
        "title": "How an account orders for itself",
        "version": 2,
        "confirmedAt": "2026-04-09",
        "stale": false
      }
    ],
    "escalation_reason": null
  },
  {
    "thread_id": "th-marisol-batch-claim",
    "id": "m-marisol-1",
    "at": "2026-08-06T09:20:00.000Z",
    "from": "asker",
    "text": "Twelve of the Wave Overshirts on our last order have opened at the side seam — same place on every one, so it isn’t the customers. We’ve pulled them off the floor in Higüey. The order desk filed it as claim 1042 when I rang, but nobody could tell me what happens when it’s a whole run rather than one piece. Do we send them back, and are we invoiced for the replacements?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-marisol-batch-claim",
    "id": "m-marisol-2",
    "at": "2026-08-06T09:20:06.000Z",
    "from": "atlas",
    "text": "Maria wrote this down. Word for word:\n\n“A seam or a stitch that fails inside a year is ours — replaced, not repaired.”\n“What’s covered is a rule. What someone bought and when is a record — look it up, never guess it.”\n\nSo each of those pieces is covered. Two things I won’t answer: what was on your last order is Atlantica’s record, not a procedure — and nothing written down says how a whole run is handled on a wholesale account rather than one garment. That part is with Maria.",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-quality",
        "title": "Quality claims — what’s covered",
        "version": 3,
        "confirmedAt": "2026-02-06",
        "stale": false
      }
    ],
    "escalation_reason": "The page covers a single piece. A whole run on a wholesale account — whether it ships back, and who carries the replacements — is not written down."
  },
  {
    "thread_id": "th-james-mill-backorder",
    "id": "m-james-mill-1",
    "at": "2026-08-06T10:05:00.000Z",
    "from": "asker",
    "text": "I rang the mill about the replacement run for claim 1042 and they have the whole dye lot on backorder — they wouldn’t give me a date on the phone. Is there anything written down about chasing a supplier for a late lot, and what am I allowed to promise the account while we wait?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-james-mill-backorder",
    "id": "m-james-mill-2",
    "at": "2026-08-06T10:05:04.000Z",
    "from": "atlas",
    "text": "Two halves, and I can only answer one of them.\n\nChasing a supplier: nothing written down covers it. Atlantica’s manual is about how you serve your accounts — there is no page about suppliers at all, so I’m not going to guess. It’s with Maria now.\n\nWhat you may tell the account IS written down. Maria’s words:\n\n“Tell the account before they notice it on the packing list.”\n“Offer the next batch date, in writing, in the same message.”\n\nSo the short-batch page carries the half you can act on today, and the mill half is with Maria.",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-short-batch",
        "title": "When a batch runs short",
        "version": 3,
        "confirmedAt": "2026-06-02",
        "stale": false
      }
    ],
    "escalation_reason": "Nothing written down covers chasing a supplier — the manual has no supplier pages, and the mill conversation happened on the phone, outside Bisbe entirely."
  },
  {
    "thread_id": "th-ana-samples",
    "id": "m-ana-1",
    "at": "2026-06-12T15:02:00.000Z",
    "from": "asker",
    "text": "Can I leave a couple of samples with a buyer who hasn’t ordered yet?",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-ana-samples",
    "id": "m-ana-2",
    "at": "2026-06-12T15:02:02.000Z",
    "from": "atlas",
    "text": "Nothing written down covers leaving samples with a buyer who hasn’t ordered. It’s with Maria.",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": "No procedure covered where samples can go."
  },
  {
    "thread_id": "th-ana-samples",
    "id": "m-ana-3",
    "at": "2026-06-12T15:19:00.000Z",
    "from": "owner",
    "text": "Two pieces per account per season, and they’re logged like an order. A sample that isn’t logged is stock that walked. Anything past two is my call.",
    "author_name": null,
    "author_user_id": null,
    "receipts": null,
    "escalation_reason": null
  },
  {
    "thread_id": "th-ana-samples",
    "id": "m-ana-4",
    "at": "2026-06-12T15:41:00.000Z",
    "from": "atlas",
    "text": "That’s in the manual now — Sample requests, v2. Next time somebody asks, I answer it myself.",
    "author_name": null,
    "author_user_id": null,
    "receipts": [
      {
        "procedureId": "kb-samples",
        "title": "Sample requests",
        "version": 2,
        "confirmedAt": "2026-06-12",
        "stale": false
      }
    ],
    "escalation_reason": null
  }
]