What it does
Every customer request in työ has an identity of its own: it knows what it's about, who it's waiting on, and whether it's done. Until it's resolved, it keeps itself visible — in your daily briefing each morning, alongside everything else that still needs a decision.
If something waits too long, työ doesn't just wait with it. The work escalates to a teammate — in their language — so a question doesn't stall because one person had a busy afternoon. When it's handled, it closes out cleanly and stops asking for attention.
Why it matters
In a small business, the owner is the safety net. You're the one lying awake wondering whether anyone answered the catering inquiry from Tuesday. A shared inbox doesn't help with that — it shows you a pile of threads that everyone watches and no one owns.
An unanswered message has a real price. The customer who asked about a table for twelve doesn't write again; they book somewhere else, silently. Follow-ups turn that silence into something you can see: every open item has a place, an owner, and a way back to the surface.
How it works
When a request comes in, it becomes a work unit routed to the right person, with an AI draft ready for review. From that moment the unit tracks its own state — drafted, waiting for sign-off, waiting on the customer, resolved.
Anything unresolved appears in the daily briefing: a short, plain summary of what's open and what's stuck. If a draft sits unapproved past the limit you've set, the work escalates to the next teammate. Nothing depends on someone remembering to check — the work remembers for you.