OK, Charm was a live interface for handling support threads. New messages would show up when we swept them in from your inbox via POP/IMAP (max lag: 5 min). You'd leave Charm open, messages would appear. If you work in a team, and say your team member Bob opened the message to respond, it would show as locked on your screen, to prevent duplication of effort. If Bob canceled his reply, it'd unlock. If Bob sent his reply, the message would disappear from the queue.