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Bindo groups email by customer identity while retaining separate enquiries and their reply state. A new question can reopen the need for a reply without losing earlier context. Link another email identity only when you have evidence it belongs to the same customer. Record that evidence. Bindo rejects an identity already attached to another customer; this is not an automatic account merge. SMS and WhatsApp identity types are reserved in the model and can appear as filters. Their message providers are not connected in the pilot. The unanswered queue considers the latest inbound message. A reply to an older enquiry does not make a newer message answered. Pending or unknown deliveries are shown as blockers to prevent duplicate replies.