Skip to content

The TWIMCO notebook

Field notes.

Useful observations from inside the work.
For people building a better way.

385 notes

Editorial engraving of a skylit support office where a quality lead pins blank slips into colored rows on a cork wall while an agent scrolls a tablet stream of small dotted bubbles.

Kustomer AI QA review: every conversation gets a score, so the scorecard had better be right

Most support teams read a handful of conversations a week and call it quality. Kustomer now scores all of them, from bots and people alike, against criteria you write. That's a real change, and it makes your criteria the thing to get right.

Read the review ↗︎

Editorial engraving of a bright clinic operations room where an engineer studies two identical rows on a laptop beneath a wall clock drawn with doubled hands, as a coordinator points up.

Product & engineeringField note

On November 1, half past one happens twice

Clocks go back in Europe on October 25 and in most of the US on November 1. For one hour, your app's scheduled jobs, booking slots and overnight reports get a time that exists twice. Two weeks is enough to check what they'll do with it.

Read the note ↗︎

Editorial engraving of a sunlit glass conservatory where a researcher ticks four index cards one by one beside a laptop showing four parallel panels.

ChatGPT Pro parallel agents review: the work splits, the checking doesn't

OpenAI's top ChatGPT model can now split a job across several agents working at once, and show you what each one did. Useful for research with separate parts. Whether it's worth $100 a month or more depends on who checks the pieces.

Read the review ↗︎

Editorial engraving of a bright procurement office where a manager takes a phone call by the window while a half-filled form waits on her laptop beside a tabbed spec sheet.

Product & engineeringField note

The session expired and took the form with it

Forty minutes into a long form, someone takes a phone call. They come back, press Next, and land on a login screen with every answer gone.

Read the note ↗︎

Editorial engraving of a sunny apartment where an older couple packs a suitcase and one of them looks at a phone beside an unopened coffee subscription box.

CommerceField note

Some of them only wanted next month off

Plenty of subscribers who cancel only wanted a break. If your account page offers cancel or nothing, here's what to ask your developer for this week, and what they'll ask you back.

Read the note ↗︎

A shop owner at a sunlit counter marks a printed sheet of house rules while a courier, a shopper with a phone, and a man with a clipboard wait at the open door and a colleague holds up the stockroom keys.

CommerceField note

Meta's new terms reach past your Page to your website

If your shop has a Facebook Page or runs Instagram ads, Meta's updated terms say it may crawl your website and use what it finds to train its products, starting October 30. Robots.txt is still the lever you hold. Do you know what yours says?

Read the note ↗︎

Editorial engraving of a skylit warehouse where a lead scans an inbound carton while a colleague places colored dots on a paper wall calendar.

OperationsField note

Ninety days before it expires, somebody should already know

Somewhere in the warehouse is a pallet that expires in March. Whether it becomes a promotion or a write-off depends on who notices in December.

Read the note ↗︎

Editorial engraving of a sunny sidewalk where a young woman unboxes a new phone on a bench while a man walks away from a phone shop with his old phone.

Product & engineeringField note

A phone number is not a person

Carriers hand disconnected numbers to new people. If a text code is the only way into your app, the next owner of that number may become the next owner of the account.

Read the note ↗︎

A seller in a sunny loft shipping room holds up one product box pulled from a row of identical boxes while marking an order printout; behind her a colleague checks a tablet near an open door where a carrier's parcel cart waits.

CommerceField note

TikTok Shop's new score knows which product hurt you. Do you?

If your TikTok Shop score dips this week, the new version can tell you which product and which part of shipping did it. Whether you can act on that depends on how your order data is kept.

Read the note ↗︎

Editorial engraving of a sunny shop mezzanine where a support lead files an older policy sheet into an archive box while a colleague at a laptop looks at the newer page.

AI in practiceField note

Your assistant is still quoting last year's policy

In March the answer was right. The policy changed in June, and your assistant is still quoting the old version, politely, with a link.

Read the note ↗︎

Editorial engraving of a tall-windowed operations room where a lead sorts paper order slips into three trays while a colleague checks a laptop beside a sample ceramic mug.

CommerceField note

A seller went quiet with twelve open orders

Twelve orders, no tracking, and a seller who hasn't logged in since Tuesday. Some of those buyers can still be saved and some need a refund today. Sorting them is the first job.

Read the note ↗︎

Editorial engraving of a sunlit civic counter where a clerk unpacks mailed documents beside a stalled progress bar while a resident holds up a phone photo of the same page.

Product & engineeringField note

The upload failed, so they mailed it in

At 10:40 at night, on a phone, the upload says it failed and gives no reason. Three tries later the resident gives up, and a week later an envelope lands on a clerk's desk.

Read the note ↗︎

Editorial engraving of a skylit boutique back office where a manager sorts paper figures and geometric tokens into two trays while an analyst watches two diverging lines on a tablet.

Contentsquare Experience Platform review: agent visits finally get their own line

Agents and AI referrals are already in your traffic, mixed in with people. Contentsquare's new platform promises to pull them apart. It's in beta, priced on request, and worth a close read before anyone signs.

Read the review ↗︎

Editorial engraving of a bright finance office where a manager calls a supplier from an open vendor folder while a colleague holds a printed email at arm's length.

OperationsField note

The supplier's new bank details came by email

An email arrives from a supplier you've paid for years: new bank, new account number, please update. Picture the money gone six weeks from now, then work back to the step that would have stopped it.

Read the note ↗︎

Editorial engraving of a sunlit mezzanine where an engineering lead reads marked-up printed pages, holding an unpressed ink stamp, while a developer points at highlighted lines on a laptop.

Claude Code Review GA review: a second reader that never presses merge

Anthropic's Code Review is out of preview for Team and Enterprise plans. It reads every pull request, comments inline, and never approves anything. Here's who should switch it on and what the bill depends on.

Read the review ↗︎

Hero for 'NVIDIA shipped its agent switch on. Ship yours off.': a designer in a sunlit studio flips a large paper toggle-switch prototype to off while a colleague beside an open PC tower turns a laptop toward her.

Product & engineeringField note

NVIDIA shipped its agent switch on. Ship yours off.

NVIDIA App users opened their settings and found agent control already switched on after an update. If your product is getting an MCP server, where that switch sits on day one is a trust decision.

Read the note ↗︎

In a sunlit open office, an engineer leans on a desk smiling at a laptop showing a green check, while a half-open envelope and a dotted slip sit unread at the far end and a colleague walks over reading a long printed log.

AI in practiceField note

The deploy worked. The report skipped the wallet.

Your agent says the contracts are live and every check passed. It doesn't mention whose wallet paid the gas, because nobody gave it one and it decided the answer didn't matter.

Read the note ↗︎

In a bright skylit loft, a man at a laptop of soft chat bubbles sits beside a blank slip of abstract marks, while a payment card stays latched in a small separate case and a colleague reviews a short paper list by the window.

Agent Vault review: mock tokens keep the card out of the agent

Self Labs launched Agent Vault so agents can pay and sign in with mock tokens instead of real cards or passwords. Worth a look if you already let assistants checkout—and you can name the caps and the kill switch owner.

Read the review ↗︎

In a bright skylit loft, a designer sketches page wireframes in a large sketchbook beside a tablet while an editor across the table fills a laptop with soft content blocks, blank page proofs pinned on a line behind them.

Product & engineeringField note

The prototype has an admin panel now

Figma Make can now set up a Payload backend with a database, logins, and an admin panel, then host it for you. That's a real site waiting to happen. Here's what to settle before you call it one.

Read the note ↗︎

In a bright daylight office, a woman pauses at a laptop whose screen shows soft abstract panes, with an open notebook and pen beside it, while a colleague stands by a window with a coffee.

AI in practiceField note

Always-allow in Chrome is a session grant

ChatGPT can now drive the Chrome profile where you're already signed in. Before someone clicks Always-allow on admin, money, CRM, or email, decide which origins stay Allow-once only.

Read the note ↗︎

A good place to begin.

A familiar problem? Let’s look closer.

Tell us where you want to go. We’ll find the first thing worth changing.

Tell us about it ↗︎