diff --git a/CLAUDE.md b/CLAUDE.md
index 38ffbfb..e3a62ba 100644
--- a/CLAUDE.md
+++ b/CLAUDE.md
@@ -61,6 +61,15 @@ Workflow config is seeded outside this repo, from `sm2/custom-apps/zurich-kotak/
 - `src/components/ActivityForm.jsx` — renders the **live** activity schema and submits it
   back. `src/components/FileField.jsx` handles `file`/`ocr` fields;
   `src/components/Timeline.jsx` renders the audit trail as a story.
+- `src/api/thread.js` — the WhatsApp conversation, assembled once from the audit rows
+  and shared by the timeline entry and the dialog. `turns` is every message deduped
+  (one submission is recorded up to three times); `episodes` are its contiguous bursts,
+  each carrying the workflow steps that ran before it; `byRow` says which steps sent a
+  message from inside their own trigger. The trail renders ONE entry per burst and never
+  a turn — a burst rather than the whole thread, because the payment exchange is the same
+  conversation resumed twenty minutes and four steps later, and one entry for all of it
+  would date those messages to the moment of the first. `THREAD_FIELDS` is why no step
+  quotes `customer_reply` / `customer_answer` itself: the thread owns them.
 
 Routing: `/stage/:stageUid`, `/lead/:instanceId`, `/add`; unauthenticated renders
 `Login` for every path.
diff --git a/src/layout/Shell.css b/src/layout/Shell.css
index 0e5cb10..1385309 100644
--- a/src/layout/Shell.css
+++ b/src/layout/Shell.css
@@ -19,24 +19,40 @@
   color: #fff;
 }
 
-.mast__logo { display: flex; align-items: center; gap: 10px; }
+.mast__burger {
+  display: none;              /* a phone-only control; see the media block */
+  width: 34px; height: 34px; flex: none;
+  place-items: center; margin-left: -6px;
+  border: 0; border-radius: 8px; background: transparent; color: #fff; cursor: pointer;
+}
+.mast__burger svg { width: 20px; height: 20px; }
+.mast__burger:hover { background: rgba(255, 255, 255, .12); }
+.mast__burger:focus-visible { outline: none; box-shadow: 0 0 0 3px rgba(255, 255, 255, .28); }
+
+.mast__logo { display: flex; align-items: center; gap: 10px; min-width: 0; }
 .mast__z {
   width: 30px; height: 30px; border-radius: 50%;
   background: #fff; color: var(--zk-navy);
   font-weight: 700; font-size: 17px;
   display: grid; place-items: center;
 }
-.mast__word b { display: block; font-weight: 700; font-size: 17px; letter-spacing: .06em; line-height: 1.15; }
+.mast__word b { display: block; white-space: nowrap; font-weight: 700; font-size: 17px; letter-spacing: .06em; line-height: 1.15; }
 .mast__word b span { font-weight: 500; letter-spacing: 0; }
-.mast__word small { display: block; font-size: 11.5px; opacity: .75; margin-top: -1px; letter-spacing: .02em; }
+.mast__word small { display: block; white-space: nowrap; font-size: 11.5px; opacity: .75; margin-top: -1px; letter-spacing: .02em; }
 
 .mast__sep { width: 1px; height: 26px; background: rgba(255, 255, 255, .22); }
 
-.mast__app { font-size: 17px; font-weight: 600; }
+.mast__app { font-size: 17px; font-weight: 600; white-space: nowrap; }
 .mast__app span { font-weight: 400; opacity: .7; margin-left: 8px; font-size: 15px; }
 
 .mast__user { margin-left: auto; }
 
+.shell__scrim {
+  display: none;
+  position: fixed; inset: 56px 0 0 0; z-index: 35;
+  border: 0; padding: 0; background: rgba(11, 42, 91, .35); cursor: default;
+}
+
 /* ── Frame ────────────────────────────────────────────────────────────────── */
 .shell__body { display: flex; flex: 1; min-height: 0; align-items: stretch; }
 
@@ -133,13 +149,45 @@
 }
 
 @media (max-width: 900px) {
-  .shell__body { flex-direction: column; }
+  /* ── PHONE ──────────────────────────────────────────────────────────────
+     The masthead keeps one line and one line only: the mark, the app name,
+     the person. Everything secondary goes, because a 56px bar that wraps is
+     a bar that clips, which is what it did.
+
+     The rail becomes a drawer over the page rather than a block above it —
+     nine queues stacked at the top meant scrolling past the whole menu on
+     every screen before reaching a single lead. */
+  .shell__top { gap: 12px; padding: 0 14px; }
+  .mast__burger { display: grid; }
+  .mast__sep,
+  .mast__word small,
+  .mast__app span { display: none; }
+  .mast__word b { font-size: 15.5px; }
+  .mast__app { font-size: 15.5px; }
+
+  .shell__body { flex-direction: row; }
   .shell__nav {
-    position: static; width: 100%; min-height: 0; max-height: none;
-    border-right: 0; border-bottom: 1px solid var(--zk-line);
-    flex-direction: row; flex-wrap: wrap; padding: 10px 12px;
+    position: fixed; top: 56px; left: 0; bottom: 0; z-index: 40;
+    width: 268px; max-width: 82vw; min-height: 0; max-height: none;
+    border-right: 1px solid var(--zk-line);
+    transform: translateX(-100%);
+    transition: transform .22s var(--ease);
+    overflow-y: auto; overscroll-behavior: contain;
   }
-  .nav__h { display: none; }
-  .nav__group { flex-direction: row; flex-wrap: wrap; }
-  .shell__main { padding: 20px 16px 48px; }
+  .shell__nav.is-open { transform: none; box-shadow: 0 12px 40px rgba(11, 42, 91, .22); }
+  .shell__scrim { display: block; }
+  .shell__main { padding: 20px 16px 48px; min-width: 0; flex: 1; }
+}
+
+@media (max-width: 560px) {
+  /* Below this the app name and the wordmark cannot both fit beside the user
+     menu without one of them truncating. The mark wins — it is the brand. */
+  .mast__app { display: none; }
+  .um__id { display: none; }
+  .um__caret { display: none; }
+  .um__trigger { padding: 4px; }
+}
+
+@media (prefers-reduced-motion: reduce) {
+  .shell__nav { transition: none; }
 }
diff --git a/src/layout/Shell.jsx b/src/layout/Shell.jsx
index 5da293b..9e1fb8b 100644
--- a/src/layout/Shell.jsx
+++ b/src/layout/Shell.jsx
@@ -1,4 +1,5 @@
-import { NavLink, Outlet } from 'react-router-dom'
+import { useEffect, useState } from 'react'
+import { NavLink, Outlet, useLocation } from 'react-router-dom'
 import { NAV_GROUPS, STAGES } from '../api/config.js'
 import { rolesOf, visibleStages } from '../api/permissions.js'
 import { useStageCounts } from '../api/portfolio.jsx'
@@ -30,6 +31,12 @@ export default function Shell() {
   const roles = rolesOf(user)
   const stages = visibleStages(roles)
   const { counts, ready } = useStageCounts()
+  // On a phone the rail becomes a drawer. It is closed on every navigation,
+  // because a menu that stays open over the page you just chose is a menu you
+  // have to dismiss twice. Desktop never reads this — the rail is always there.
+  const [navOpen, setNavOpen] = useState(false)
+  const { pathname } = useLocation()
+  useEffect(() => { setNavOpen(false) }, [pathname])
 
   const count = (s) => counts[s.uid] || { total: 0, waiting: 0, working: 0, urgent: 0 }
 
@@ -58,6 +65,17 @@ export default function Shell() {
   return (
     <div className="shell">
       <header className="shell__top">
+        <button
+          type="button" className="mast__burger"
+          aria-label={navOpen ? 'Close the menu' : 'Open the menu'} aria-expanded={navOpen}
+          onClick={() => setNavOpen((o) => !o)}
+        >
+          <svg viewBox="0 0 20 20" aria-hidden="true">
+            {navOpen
+              ? <path d="M5 5l10 10M15 5L5 15" fill="none" stroke="currentColor" strokeWidth="1.8" strokeLinecap="round" />
+              : <path d="M3 6h14M3 10h14M3 14h14" fill="none" stroke="currentColor" strokeWidth="1.8" strokeLinecap="round" />}
+          </svg>
+        </button>
         <div className="mast__logo">
           <span className="mast__z" aria-hidden="true">Z</span>
           <div className="mast__word">
@@ -71,7 +89,10 @@ export default function Shell() {
       </header>
 
       <div className="shell__body">
-        <nav className="shell__nav" aria-label="Pipeline">
+        {/* The scrim only exists while the drawer is open, and only on a phone:
+            tapping the page you can see should put the menu away. */}
+        {navOpen ? <button type="button" className="shell__scrim" aria-label="Close the menu" onClick={() => setNavOpen(false)} /> : null}
+        <nav className={'shell__nav' + (navOpen ? ' is-open' : '')} aria-label="Pipeline">
           <NavLink to="/" end className={({ isActive }) => 'nav__link' + (isActive ? ' is-on' : '')}>
             <span className="nav__name">Overview</span>
           </NavLink>
diff --git a/src/layout/UserMenu.jsx b/src/layout/UserMenu.jsx
index d32aa27..239005b 100644
--- a/src/layout/UserMenu.jsx
+++ b/src/layout/UserMenu.jsx
@@ -46,8 +46,9 @@ export default function UserMenu() {
   // Role slugs read as titles: partner_agent -> Partner agent.
   const roles = (user?.roles || [])
     // `sme_underwriter` → "SME underwriter": the acronyms the roles here use stay upper.
+    // `sme_underwriter` → "SME underwriter". Ops is a word, not an acronym.
     .map((r) => String(r).replace(/_/g, ' ').replace(/^./, (c) => c.toUpperCase())
-      .replace(/\b(sme|uw|rm|posp|csr|ops|kyc)\b/gi, (m) => m.toUpperCase()))
+      .replace(/\b(sme|uw|rm|posp|csr|kyc)\b/gi, (m) => m.toUpperCase()))
     .join(', ')
 
   return (