For a request that did not arrive by email: a phone call, a counter visit, a Teams message from the call centre, a letter. It becomes a case like any other and is read the same way.
Reply to the constituent: choose the voice
The reply is drafted from the officers' outcomes in the persona you pick, then shown to you to edit before it goes.
In production the draft comes from the Mayoral team's Copilot correspondence agent with the same brief; here a stand-in drafter writes it. The template option sends the standard closure wording with no drafting.
Split: add an item to this case
The email contains another request that needs its own task.
Items in this case
Acknowledgement sent to the customer when the case opened
Officer responded
Record what the officer came back with. In production this is the officer's reply to the job card email.
Emails sent
Send to officer
Outgoing email
Generated from the task. In production, job cards go from the requests mailbox and replies to the public from the mayor's office address, on behalf of the handler.