Architecture decision records

Architecture decision records

Accepted by the repository owner on 8 September 2026. These are design decisions, not claims of implemented features or production clearance. Changes require a superseding ADR; preserve decision history.

Roadmap: #49. Cross-cutting prerequisite: #50.

• ADR-0001: Critical: cost efficiency without weakened correctness

• ADR-0002: Owner ceilings, delegated budgets and strict admission

• ADR-0003: Tenant-owned provider applications for v1

• ADR-0004: Durable raw ingestion and measured latency

• ADR-0005: Encrypted credentials and bounded ingress caching

• ADR-0006: Every configured support-channel thread creates a ticket

• ADR-0007: One active direct-message ticket and conservative gratitude handling

• ADR-0008: WhatsApp free-form-only replies in v1

• ADR-0009: Normalized events and reliable delivery

• ADR-0010: Policy-gated actions and controlled reference validation

• ADR-0011: Architectural milestones and API/portal-first private beta

Current schedules and ownership: approved architectural roadmap. Earlier ADR principles remain; #50 is not a first-beta blocker and the narrow beta guardrails are tracked separately.

Repository-reviewed decisions — issue #96

• ADR-0012 — Canonical conversations and channel adapters
• ADR-0013 — Authentication mail and support-email conversations are separate capabilities
• ADR-0014 — Living delivery state uses baseline, forecast and actual evidence
• ADR-0015 — Privacy metadata is not an access-control authority

Accepted decisions describe architecture; implementation status remains governed by current code and the linked roadmap issues.

Accepted post-beta direction — implementation pending

The owner-approved Post-beta-master-baseline reconciles source number collisions by topic. ADR-0001–0015 remain preserved; explicit addenda supersede changed scheduling/release guidance.

• ADR-0016 — Tocyn is a helpdesk, not a CRM or marketing-engagement platform
• ADR-0017 — Persistent operator workspace replaces route-driven ticket handling
• ADR-0018 — Durable operator attention state is distinct from canonical conversation state
• ADR-0019 — Cognitive accessibility and attention control are product architecture requirements
• ADR-0020 — Operator AI augments existing human workflows instead of creating a parallel UI
• ADR-0021 — Operational observability and service-level objectives
• ADR-0022 — Deployment residency and jurisdiction boundaries
• ADR-0023 — Realtime support communications use conversation-linked support sessions
• ADR-0024 — Operator applets are declarative views over governed Tocyn capabilities
• ADR-0025 — Tenant AI is a logical retrieval boundary, not a separately trained model
• ADR-0026 — Cloudflare Access authenticates workforce entry; Tocyn authorises application capabilities
• ADR-0027 — Customer tickets, back-office work and service problems are distinct linked records
• ADR-0028 — Service feedback and reporting are bounded, event-derived support operations