Class SupportChannelBinding

Namespace

Tharga.Team

Assembly

Tharga.Team.dll

A projection of a support case onto an external system — a Slack thread, an email thread.

public record SupportChannelBinding : IEquatable<SupportChannelBinding>

Inheritance

object

SupportChannelBinding

Implements

IEquatable<SupportChannelBinding>

Inherited Members

object.Equals(object)

object.Equals(object, object)

object.GetHashCode()

object.GetType()

object.MemberwiseClone()

object.ReferenceEquals(object, object)

object.ToString()

Remarks

A case may have none. That is the requirement this type exists to make expressible: a case raised on the site is complete and trackable whether or not it ever reaches a channel, and the toolkit's own case is authoritative rather than the channel's.

An empty collection is therefore an ordinary state, not an oversight — it is what every case has until a channel is configured, and what a site-only case has forever.

Properties

Address

Who this projection converses with, where the channel is addressed rather than shared — the email address of the person on the other end. null for a channel that has no such thing.

public string Address { get; init; }

Property Value

string

Remarks

A property of the projection, not of the case. A Slack thread is posted into a room that anybody in it can answer, so there is nobody to name; an email thread has exactly one correspondent, and a later reply has to be sent back to them rather than to whoever happens to be signed in.

It is also the trust anchor for inbound mail. A From: header authenticates nobody, so a mail is only appended to a case when it comes from the address that case already corresponds with.

ChannelType

public required SupportChannelType ChannelType { get; init; }

Property Value

SupportChannelType

ExternalId

The identifier in the external system — a Slack thread_ts, the Message-ID of the mail that opened an email thread.

public required string ExternalId { get; init; }

Property Value

string

Mailbox

The name of the support mailbox the case's mail came in through and is answered from; null means the primary mailbox.

public string Mailbox { get; init; }

Property Value

string

MailboxAddress

The address of that mailbox when the mail came in, for showing staff which address they answer from; null when not recorded.

public string MailboxAddress { get; init; }

Property Value

string

MessageSequence

The transcript entry this external id was sent for, when it was recorded for an outgoing message — the Message-ID of a mailed answer. null for an id that opened or replied to the thread.

public int? MessageSequence { get; init; }

Property Value

int?

Remarks

A bounce names the mail it bounces by its id and nothing else, so this is what lets one mark the right answer as not delivered rather than only the case.