Appendix — Glossary
In one line: the alphabetical term list. The fuller definitions with
file:linelive on Core concepts & glossary; this is the quick lookup.
| Term | One-line meaning |
|---|---|
| Admin / Approver | A property manager or finance signer; recognised by matching APPROVER_EMAIL. Gets terse data answers; can approve, query, relay — not reassign/close. |
| AgentMail | Separate email API/transport; every send is force-overridden to a test address. Distinct from the production Lua send-message lane. |
| Alex Carter | The agent's persona — one "Property Maintenance Coordinator" identity for all audiences. |
| Business Central (BC) | Microsoft Dynamics 365 ERP; HIGHFIELD's system of record. |
| Brief (daily / weekly) | Automated summary emails to managers (09:00 daily; Fri 17:00 weekly). |
| Dual-write | Ticket data written as a JSON attachment (source of truth) AND mirrored to custom BC tables (fire-and-forget). |
| Escalation | A flag emailed to admins when the agent can't resolve something (silent vendor, dispute, SLA breach). |
| Lock-in | The moment both gates clear and the visit is settled; the agent never re-asks the time. |
| Money-blindness | Tenants never see cost/price/approval — the finance gate is invisible to them. |
| PO (Purchase Order) | BC document authorising vendor payment; invoice auto-post behind a kill-switch. |
| Quote | Vendor's cost + scope (submit_quote); visit options come via offer_visit_slots. |
| Slot scheduling | Vendor offers ≥2 visit options; tenant picks from a numbered menu. |
| Tenant | A resident; every report becomes a ticket (no deflection). |
| Ticket | One maintenance request, id MT-YYYY-NNN; one email = at most one ticket. |
| Ticket lifecycle / status | The 13 states from reported to closed (plus on_hold/disputed/rejected/cancelled). |
| Two-gate (cost + time) flow | Cost approval (internal) + tenant time confirmation must both clear before work proceeds. |
| Urgency anti-liability rule | Urgency is internal-only; never surfaced in tenant/vendor copy. |
| Vendor / Contractor | An approved trade who claims, quotes, schedules, and completes jobs. |