Scoped Rules and Knowledge - Company, Workspace, Group, User

Goal

• Support multi-level configurations under one company account, with clear inheritance and a simple control to allow lower-level disable.

Scopes

• Company (Org) → Workspace → Group → User

Control

• Each rule/knowledge item includes one toggle: “Allow disable for lower levels.”

Behavior

• Inheritance flows down the scope chain.

• If the toggle is ON at a level, the next lower level (Org→Workspace, Workspace→Group, Group→User) can disable that specific item for its scope.

• If OFF, lower levels cannot disable the item.

• Disabling is local to the scope and does not affect siblings.

• UI should show item origin (scope), current status (active/disabled), and reason (inherited or locally disabled).

Company (Org)

• Define global rules/knowledge (e.g., policies, brand guidelines).

• Set the toggle per item to permit or prevent lower-level disable.

Workspace

• Create workspace-specific rules/knowledge.

• Use the toggle to allow or prevent group/user disable.

• Configure workspace mailboxes and workflows as needed.

Group

• Create group-specific rules/knowledge (HR, Support, Sales).

• Use the toggle to allow or prevent user-level disable.

• Example workflows:

  • HR: auto-replies using HR KB.

  • Support: ticket acknowledgment and forwarding.

  • Sales: prospect replies with playbooks.

User

• Personal rules/knowledge tied to the user’s mailbox.

• Private; only visible to the user (and admins where appropriate).

Access & Licensing

• Only Org Admin can invite/remove users.

• Seats are consumed when a user is added and freed when removed