Customer service triage

Before you start

Discuss setup and account eligibility with the founding team. This manifest is not an executable or purchasable template.

• Authorized support inbox or ticket queue
• Reviewed knowledge articles and escalation policy
• An owner for exceptions and approval of external replies

How the workflow should run

• Read a new request and identify its topic and urgency.
• Find the relevant approved answer and attach its source.
• Draft a reply or explain why the evidence is insufficient.
• Route sensitive, ambiguous or unsupported requests to the named owner; wait for approval before sending.

Human review and limits

A support owner reviews external replies. Refunds, account changes and commitments require their own explicit permissions.

• Do not invent a policy, refund promise or customer account fact. Supported source integrations and permissions are confirmed during setup.

Synthetic example input

This is a small illustration of the expected contract. It is not a customer record, live execution result or performance benchmark.

{
  "synthetic": true,
  "ticket": "TICKET-DEMO-01",
  "question": "Can I change my billing contact?",
  "approvedSources": []
}

Expected review output

{
  "synthetic": true,
  "ticket": "TICKET-DEMO-01",
  "classification": "billing",
  "state": "needs_human_review",
  "reason": "No approved billing policy supplied",
  "sent": false
}

What to verify before deployment

• Draft answers cite approved sources.
• Missing policy evidence produces escalation, not a guessed answer.
• No refund or account change occurs without separate authorization.
• Duplicate ticket events do not create duplicate replies.