She asked for a human 26 hours ago. Nobody has answered.

Left: the WhatsApp thread as the tenant lived it. Right: what the state machine did and why. Matching run tags tie a message to the transition it caused.

STATEsupport

VERSIONv41

AGENTMUTED

THE THREAD YESTERDAY 09:02 → 10:31

The AC in the bedroom is leaking again. Water on the floor. This is the third time!

09:02 · IN · INTENT: MAINTENANCE_REPORT RUN 7F2A

photo · "under the unit"

09:02 · IN · MEDIA ATTACHED TO DRAFT

So sorry about that, Yara. I've logged it — AC leak, bedroom, priority high, with your photo. Request REQ-1211. Yusuf can come today. Morning (10–12) or afternoon (2–4)?

RUN 7F2A 09:02 · OUT · READ ✓✓

No. Third time same problem. I want to talk to the manager about replacing this unit or I'm not renewing.

10:29 · IN · INTENT: HUMAN_REQUESTED RUN 82C1

Understood — I've passed this to Hind at Al Nakheel with your full history. She'll reply here directly. I'll stay out of the way until then.

RUN 82C1 10:31 · OUT · READ ✓✓

26 hours of silence since. The tenant has opened the chat twice.

STATE MACHINE · APPEND-ONLY, SAME MUTATION AS THE STATE ITSELF

RUN 7F2A09:02:11 · ACTOR: AGENT · v38

idle → maintenance_flow:collecting cause: tool:beginMaintenanceReport — draft opened with category AC · LEAK, photo attached

RUN 7F2A09:02:13 · ACTOR: AGENT · v39

maintenance_flow:collecting → maintenance_flow:awaiting_window_selection cause: tool:submitMaintenance — REQ-1211 created, windows snapshotted: 10–12 · 2–4

RUN 82C110:31:04 · ACTOR: AGENT · v40

maintenance_flow:awaiting_window_selection → support cause: tool:escalateToHuman — reason: "wants manager · asset replacement · renewal risk". The valve is unconditional: no table edit can disable it.

10:31:04 · ACTOR: SYSTEM · v41

support → support cause: escalation_notified — PM alerted in portal + WhatsApp. No transitions since. support has no TTL — only a human releases it.

Why this is flagged: ESCALATION GONE COLD — in support > 24h with zero portal activity. The fix is a nudge to the org, not a message from us.

The timeline can't drift from the thread — state patch and event insert happen in the same mutation. What you see is what happened.