# Out of scope is not an error.

> When a client asks for a new page, a layout change or anything that needs code, the editor does not fail and does not guess. It holds the request and lets the client send it to you.

## Why a refusal is still useful.

- **The client is never stuck:** A refusal arrives with a way forward: send it to the team. There is no dead end and no support address to hunt for.
- **You get their actual words:** The request reaches you with the client's original message, not a sanitised error code.
- **The client confirms first:** Nothing reaches you until they choose to send it, so your queue does not fill with half-formed thoughts.
- **It reaches you where you work:** Escalations are delivered by email and Slack, configured per workspace.

## From a big ask to a ticket.

1. **The client asks for something big** A new page, a new section, a layout change or an integration.
2. **The editor holds it** It explains that this one needs the team, and offers to send it on.
3. **The client confirms** They choose to send it to the team. Only then is a ticket created.
4. **It lands in your inbox** With their message attached, ready to approve, publish or turn into a pull request.

## Use cases

- **A client wants a new page:** New pages are out of scope by design. The ask reaches you as a brief instead of as a surprise.
  > “Can we add a careers page?” becomes a ticket carrying the client's own wording, rather than a broken edit you have to reconstruct.
- **A change that needs code:** A new component, a form or a third-party embed routes to you as work, not as a failure.
- **A field you set to Review:** The client cannot edit it, but they can still ask, and you still hear about it.
- **Keeping the record:** Every escalation is stored against the site, so what was asked survives the conversation.

## FAQ

### Does the client see an error message?

No. They see an explanation and a button. The editor says this one needs the team and offers to send it, so the conversation continues instead of stopping.

### Can I turn escalations off?

The routing is the point of the product, so it stays. What you can change is where they arrive: email, Slack, or both, set per workspace.

### What counts as out of scope?

New pages, layout changes, new components, integrations and anything that needs code. Any field you have set to Review or Locked routes the same way.

### Does the client know what happened to their request?

They see that it was sent to the team. The ticket then carries a status on your side as you work through it.

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