クイック回答
one free-form summaryをCRMへ貼らない。customer need、verified context、action/result、current state/unresolved、next action/owner/time、evidence/uncertainty/handoff limitの6 versioned field。source pointer付きclaim抽出、type/permission検証、material conflictはreview、idempotent writeとprior value保持。
field name前の3 design rule
decisionへmap
各fieldはdefined readerのdecide/route/act/verify/measureに必要。downstream decision不明ならfield/model inputを増やさない。
value/evidence分離
compact valueとpermission-aware source pointerを分離。whole transcript copyはprivacy、staleness、contradiction、access riskを増加。
controlled null/conflict
unavailable、N/A、awaiting verification、restricted、conflictingは別state。plausible proseでmissingを埋めずmaterial conflictをhumanへ。
6 CRM field contract
logical contractとして使用しCRM object、property、association、sensitivity、pipeline、permissionへmap。exampleはhypotheticalでuncertaintyを保持。
customer needとrequested outcome
customer_need
customer task、affected object、expected/observed result、requested remedyをcustomer meaningで記録。agent diagnosisではない。multiple needを分離。
- allowed input
- customer message、authenticated form field、permitted attachment、explicit correction。
- write / validation rule
- one testable statement、decisive phrase link、ambiguity明示。motivation/urgency/sentiment/identity/impactを創作しない。
- example value
- August invoice CSVをexport不可。all line itemを期待しstated finance review前のusable exportを依頼。
verified contextとconstraint
verified_context
diagnosis、permission、policy、routing、safe answerを変えるcontextのみ：product/version、workspace、channel、locale、environment、date、plan、region、role、constraint。
- allowed input
- system-of-record、tool response、identity result、current policy/version、service status、customer-confirmed environment。
- write / validation rule
- 各valueをverified/customer-stated/inferred/stale/unavailable/conflictingにlabel。secret/irrelevant PII除外、restricted IDはprotected field。
- example value
- Web app・export module v3・tokenized workspace・admin verified・en-GB・August range・check時incidentなし。
actionとobserved result
actions_results
materialなdiagnostic、communication、approval、tool、policy、remediationをchronological ledger化。actor、time、input、result、evidenceを対にする。
- allowed input
- conversation event、tool-call log、approval、ticket history、status check、sent message、customer-visible test。
- write / validation rule
- attempted/succeeded/failed/rolled back/skipped/proposedを分離。API acknowledgmentをcustomer successにしない。duplicate executionを隠さない。
- example value
- agentがempty row再現。idempotency keyでexport job 842を一度retry。job完了だがdownloadはtax line欠落。
current state・disposition・unresolved item
current_state
resolved、partial、blocked、awaiting customer/internal、monitoring、closedの現在位置と全unresolved issue unitを記録。
- allowed input
- latest customer-visible verification、status history、incident link、dependency、specialist decision、reopen evidence。
- write / validation rule
- controlled disposition vocabularyを使用。reply/handoff/queued job/workaround/beliefはresolutionではない。observation time/staleness conditionを含める。
- example value
- 14:20 UTC partial：base invoice rowはexport、tax row未解決。defect INC-217をfinance integrations review中。
next action・owner・time commitment
next_action
open stateをone accountable eventへ：action、responsible person/team、prerequisite、due time/timezoneまたはtrigger、customer update、fallback、escalation condition。
- allowed input
- SLA/internal target、ownership、accepted handoff、dependency commitment、approval、calendar/workflow、preference。
- write / validation rule
- internal targetとcontractual promiseを分離。ASAP/soon禁止。不明ならnext checkpointとupdate owner。
- example value
- Finance Integrationsがdefect validation。fixなしでもSep 4 16:00 UTCまでcustomer update。second tenant確認でincident leadへ。
evidence・uncertainty・handoff guardrail
evidence_limits
次humanが他5 fieldをverifyできるevidence map：source message/event ID、version、confidence/abstention、contradiction、restricted pointer、correction history、producer、review status。
- allowed input
- immutable conversation-part ID、timestamp、property history、tool request/result、policy link、model/workflow version、reviewer decision、override reason。
- write / validation rule
- 不要なtranscript全文をCRMへ貼らない。next ownerがaccess不可のevidenceをverified扱いしない。fact/customer statement/model proposal/human decision/unknownを分離。
- example value
- Need: message 18–21・context: property P55・action: tool T90・message 24とSLA v6でtiming conflict・write前human review。
worked example：fluentだがfalseなsummaryを修正
hypothetical caseでOpenMax customer resultではありません。invoice CSVのtax line欠落。model summaryは「retryでfixed、today必要」。しかしretry後もtax row欠落、customerはfinance reviewのみでtodayとは言っていません。
- unsupported resolutionをreject。 tool completionはaction result、customer-visible failureはcurrent state。
- timing claim修正。 requested outcomeにstated finance reviewのみ。next-action fieldにactual checkpoint/timezone。
- issue boundary保持。 base row successとtax row missingをpartial resolutionとして両方保持。
- writeをgate。 humanがconflict/diff確認、5 field承認、inaccessible linkのevidence fieldをreturnしpointer修正後write。
safe 7-step extraction / CRM write workflow
1–2 · scope / assemble
eligible channel、event range、CRM object/property、purpose、role、sensitivity、retentionを定義。permitted conversation、tool/policy/identity/status/historyを取得しorder/missing segment保持。
3–4 · extract / reconcile
atomic claimをactor/source/time/state付き抽出しone fieldへ。customer statement/system evidenceをsilent overwriteせずreconcile、conflict/stale/missing/abstentionをmark。
5–7 · validate / write / verify
schema、enum、locale、date、association、permission、sensitivity、lengthをvalidate。consequential/conflictはhuman。diff表示、idempotency/actorでwrite、history保持、read-back、correction/handoff monitor。
minimum write receipt
summary_run_id · conversation_id · source_event_range · target_object_id · schema_version · field_name · prior_value_hash · proposed_value · evidence_pointer · value_state · producer · reviewer · approval · idempotency_key · write_result · read_back · correction_link · retention_class
OpenMaxによるevidence-linked summarization
OpenMaxはauthorized context、evidence-linked atomic claim、6 draft field、contradiction/abstention、schema/permission validation、human approval、idempotent diff、saved record verify、correction routeをcoordinate。remedy、policy interpretation、sensitive access、conflict decision、consequential write、final acceptanceはhuman。
privacy・accuracy・system-of-record boundary
- credential、full payment、health/employment narrative、security artifact、secret、irrelevant PIIをgeneral CRM fieldへ入れない。
- generated summaryでtranscript、recording、ticket history、approval、tool logをoverwriteしない。summaryはderived artifact。
- defined/permitted evidenceなしにsentiment、intent、protected trait、cause、urgency、value、churn、fault、resolutionをinferしない。
- high model confidenceだけでconsequential writeしない。validation、conflict rule、permission、human approval、idempotency、history、read-back、rollback、monitoring。
情報源、編集方法、制限
OpenMax編集部はHubSpot ticket API/property architecture、Intercom conversation-part model、NIST AI RMF/GAI Profileのoversight/evaluation/confabulationを確認し、six-field schema、safe-write workflow、hypothetical export caseを作成。2026年9月3日再確認。
- HubSpot — CRM API: Tickets
- HubSpot — CRM API: Properties
- Intercom — Conversation Part model
- NIST — AI RMF Core
- NIST — Generative AI Profile
よくある質問
summaryはtranscriptを置換？
いいえ。authorized source recordをpolicyに従い保持。summaryはevidence pointer、version、producer、correction history付きderived artifact。
なぜone notes fieldではない？
one fieldはmeaning、fact、action、state、promise、uncertaintyを混ぜrouting/validation/permission/history/measurementを不安定化。6 logical fieldをnative/custom propertyへmap。
modelはmissing owner/due dateをinfer？
no。current controlled ruleからproposal可能だがownerはhandoff acceptが必要。unknown timingはcheckpointでinvented promise禁止。
customer/system evidenceがconflict？
両方をactor/source/time付き保持、conflicting、consequential write停止、permission/authoritative recordを確認できるhumanへ。
OpenMaxで何をautomate？
authorized retrieval、claim extraction、source mapping、6-field draft、validation、human review、idempotent write、read-back、handoff/correction monitoringをcoordinate。consequential judgmentはhuman-owned。