What can generated records contain when several contacts concern the same request?

At Aster Financial, a customer submits MSG-0721 through a service portal about a document review. A later telephone contact produces CALL-0318 with different wording but the same application reference, APP-2187. CASE-0412 already holds the review request in the document assessment queue.

The intake agent finds the application link, checks the existing case and attaches CALL-0318 as an additional contact. The contact changes from unlinked to associated, while CASE-0412 retains its current owner. The agent also adds the new detail that the customer supplied a replacement document.

Creating another review case would give two queues an opportunity to make conflicting follow-up requests. Consolidating solely because the contacts concern the same application would also be unsafe if the later call raised a separate issue.

A generated package could contain contact records, application relationships, existing case history and consolidation rules. It could expose `attach_contact` and `create_distinct_case` as alternative actions. The teaching point is selective consolidation: use evidence of shared intent to preserve one routing history, while retaining materially different requests as separate work.