CAP-050 — In-app customer support (chat + voice)

Category	Onboarding & access
Business goal	Not yet linked to a business goal
Satisfying module	MOD-053 Case & complaint management
Mode	AUTO
BD owner	BD01 Customer
Human needed	Yes (agent)

In-app live chat and scheduled voice callback with customer service agents, accessible without leaving the app. The case management system pre-populates the agent with full customer context — account status, recent transactions, open cases, and KYC status — before the conversation begins. No agent ever starts a customer interaction from scratch.