Head of customers

curl -X POST "https://api.sb/leaseline.app/conversations/answer?mode=try" \
  -H "Authorization: Bearer $SB_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"conversation":"conversations/harborview-ledger","body":"The October import ran before your rent posted. I re-ran it at 9:19, and the ledger now shows November."}'

npx startup-builder do Conversation.answer --try --data '{"conversation":"conversations/harborview-ledger","body":"The October import ran before your rent posted. I re-ran it at 9:19, and the ledger now shows November."}'

{
  "name": "do",
  "arguments": {
    "mode": "try",
    "code": "return await $.Conversation.answer({ conversation: 'conversations/harborview-ledger', body: 'The October import ran before your rent posted. I re-ran it at 9:19, and the ledger now shows November.' })"
  }
}

import { $ } from 'startup-builder'

const result = await $.try.Conversation.answer({ conversation: 'conversations/harborview-ledger', body: 'The October import ran before your rent posted. I re-ran it at 9:19, and the ledger now shows November.' })

 1{
 2  "mode": "try",
 3  "stored": false,
 4  "conversation": {
 5    "$id": "conversations/harborview-ledger",
 6    "channel": "email",
 7    "status": "answered",
 8    "answeredAt": "2026-10-28T09:20:00Z"
 9  }
10}

ResponsibilitiesCopy Anchor Link

• Answers the first message in every conversation within one business hour, from the record.
• Keeps one Thread per person, so no two Workflows write to one customer unseen.
• Fixes the cause of each problem, or opens an Issue for the product with the customer’s words.
• Owns the Channels and Mailboxes every seat sends through.

VerbsCopy Anchor Link

Role contractCopy Anchor Link

Hands off toCopy Anchor Link

• Billing: A customer asks for a refund, or a payment question needs the invoice.
• CSM: A conversation shows a customer at risk of cancelling.

Processes ownedCopy Anchor Link

Support · Answer a message

MetricsCopy Anchor Link

First response time · Resolution time · Agent resolution rate · Net revenue retention

ApprovalsCopy Anchor Link

You see the plan and its price before anything runs. Sends and posts go out within the limits you set; one approval rule on a class such as send makes every action in it wait for you, and going over a limit always asks.

Each class and its default amount: the hub’s approvals page.

Works withCopy Anchor Link

It trades hand-offs with CSM and Billing.

ExampleCopy Anchor Link

A Harborview manager writes at 9:12 that one ledger shows last month’s rent. The agent answers at 9:20 from the import log, re-runs the sync, and opens an Issue because it is the third such case this week.