What it is
An internal tool for support ops. Team leads build the flows. Agents navigate them live.
What kept happening
Agents kept asking the same questions. The answers existed — they lived in specific people's heads, and those people kept getting interrupted. The knowledge wasn't broken. The structure around it was.
What I built
A drag-and-drop flow builder with collaborative edit locking so two people can't break the same map at once. CSV export. An AI assistant panel (Claude Sonnet) for agents who get stuck mid-flow. Analytics to see where people fall off. It's live and in active use.
Stack
What I'd change
The Intercom connector is stubbed — waiting on API access. When that comes in, the tool stops being parallel to the existing workflow and becomes part of it.