# Turn a support thread into a governed lifecycle.

> OpenOS preserves message identity and threading, applies the published support workflow, controls reply behavior, escalates exceptions, and sends configured eligible closes into Quality.

## Key Specifications
- **Target Audience:** Support operations and mailbox owners
- **Primary Inquiry:** How does an inbox become an observable support workflow?

## Core Architecture & Mechanism
### 1. Ingest
Poll the configured Google Workspace mailbox and deduplicate provider messages.

### 2. Understand
Classify the request, preserve attachments, and run the published workflow.

### 3. Reply or escalate
Use the configured reply policy and maintain RFC message threading.

### 4. Close and audit
Confirm resolution or idle close, then send configured eligible work into Quality.

## Frequently Asked Questions
### Q: Is email actually implemented?
A: Yes. The repository contains the Google Workspace IMAP/SMTP support lifecycle, including threading, policy, escalation, closure, and Quality handoff.

### Q: Does OpenOS preserve attachments?
A: The implemented path carries supported attachments and conversation context through the workflow.

## Claim Boundaries
- The implemented support-mailbox path is Google Workspace IMAP/SMTP, not a universal Exchange or Microsoft 365 connector.
- Platform transactional email is a separate service boundary from the customer support mailbox.
- General outbound email campaign delivery is not represented as a completed provider adapter.

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Canonical Reference: https://www.openost.com/channels/email