Investigating a message about stopped chats and sessions

The situation

A message was received about a situation where chats had stopped after a usage increase, and a question was asked about whether certain sessions had been pinged or awakened. The message required a direct and factual answer. The available transcript paths were searched for evidence, but none was found to support a definite yes or no answer. The goal was to provide an honest and accurate response to the question.

What they weighed

• Act on the message and verify the result

  Chosen

• Keep it as context when no action is called for

What they decided

Act on the message and verify the result

Why

The message asked a direct question and required a truthful answer. The available evidence was investigated, and the limit of the transcript search was considered. The chosen option allowed for a direct and honest response to be given. The need to provide an accurate answer and the lack of evidence in the transcript search supported this choice.

The first step

Provide a direct answer stating the evidence limitation

How they would know it worked

The person receives a direct and accurate answer

How it turned out

Not known yet. The result is added here when it comes in.