Charlie can do things, not just talk

Charlie could explain what to do. Then you had to go and do it somewhere else.

What changed

• Action cards. When Charlie suggests something, the suggestion is the button. Draft the escalation, add the evidence, send the chaser.
• Voice. Talk instead of typing. Useful when you are describing what happened and the detail matters more than the punctuation.
• Edit what you said. Change an earlier message and the conversation picks up from there, rather than making you start again.
• Threads. Follow one line of a complaint without losing the main conversation.