Issues: when something escalates to you.

DEF handles 80% of inbound work on its own. The other 20% needs you. That 20% lives in Issues.

The bell

Top right of the dashboard, next to your profile, is a small bell icon. When something is in the queue, a number appears next to it. Click the bell to open the Issues panel.

What lands in Issues

• A complaint the agent couldn't resolve. Guest tone is angry and the situation needs a human.
• A delegation that failed. No employee was on shift, no lead picked up, task is stalled.
• An employee escalation. Someone on your team flagged a problem and tagged it for you.
• A pattern flag. Same kind of problem in the same room three times this week — the system thinks you should know.
• A money flag. An expense above a threshold you set, a payment that hasn't cleared, a billing question DEF can't answer.

The triage flow

Open an issue. The drawer shows you the full context (every message in the conversation, every attempt the agent already made, every related task). Three buttons at the bottom:

• I'll handle it — you take it personally. The issue is now your task. The drawer stays open so you can act.
• Delegate to ... — pick a specific employee and hand it to them with a note.
• Resolve — mark it closed (use only when truly done; DEF tracks resolutions for the Wiki).

Most issues close in under a minute. The hard ones take longer, but the drawer keeps everything in one place.

The Procesar modal (recent update)

Clicking any issue now opens a universal Procesar modal. The description is editable — and your edit also trains DEF to handle the next similar case better. The card surface inside the bell is also more compact now: minimal cards with inline two-to-three action buttons so most decisions take one tap.

For late-arrival cards specifically, you'll see three buttons — Aceptar, Denegar, or Decidir por perfil. That flow has its own lesson (Lesson 25).

The goal

An empty bell is not the goal. The goal is a bell that fills up with the right things — real edge cases that need your judgement — and gets cleared once a day. If your bell is constantly buried, that's a signal to look at your operation rules or your team's coverage.