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Community › Conversation thread
/app/community/threads/{id} ThreadView.vue
Headstone repair questionAwaiting staff
Family · about plot A-09 · opened Sep 10 by Helen
Recorded call — external contact1
Hale Funeral Home · recorded by Helen · Sep 11
Internal note · staff only2
Reply from Helen
Participants
Helen Marsh (staff) · family contact (external)
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DM notifications
Staff-only direct messages feed the alert bell as “threads awaiting staff”.
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Reply3
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- External messages are recorded, never sent. Staff type up the phone call or site visit; the family never sees a login screen.
- Internal notes are visually distinct (dashed border, staff-only label) and excluded from unread counts and status changes.
- Status changes itself: staff reply → awaiting external; recording a contact message → awaiting staff. The rule is real but invisible — flagged as a gap to fix with an on-screen hint.
- Staff-only DMs generate notifications through the same derived-alert pipeline as everything else.