Scopes and isolation
Which state is visible to which conversation, entity or agent.
Scopes decide which state is visible to which conversation, entity or agent. A scope sees its own state and its parents', never its siblings', so information from one customer or claim cannot leak into another.
Which state can this conversation see?Select a scope. It sees its own state and its parents' state, never its siblings'.
Visible state
company.name = Northwind Mutualpolicy.payment_threshold = $10,000team.lead = Claims Ops Leadclaim.amount = $48,200Hidden from this scopequote.auto_limit = $5,000claim.amount = $12,900quote.premium = $3,180The hierarchy
| Level | Typical use |
|---|---|
| Global | Organisation-wide facts and limits |
| Entity | A business unit, client, project or case |
| Thread | One conversation, claim or task |
Last reviewed October 2026Suggest a change