• ticket triage
• customer replies
• known-issue checks
• support handoffs
• KB gap discovery

Not for

• issuing credits without approval
• committing engineering timelines
• changing entitlements
• legal or security promises

Waits for your approval before

• external customer response
• refund or credit language
• P1 or security escalation
• commitments about fixes or dates
• changes to ticket priority or owner

1. Read the full customer message and extract the customer, product area, symptoms, urgency, emotion, and requested outcome.
2. Retrieve permitted context from the support platform, CRM, knowledge base, product tracker, incidents, and prior conversations.
3. Classify the issue by category and priority, then check for duplicates, known issues, workarounds, and escalation triggers.
4. Draft a customer response that acknowledges the impact, explains what is known, cites approved guidance, and sets a clear next step.
5. Prepare internal notes with reproduction details, related links, routing recommendation, and what would change the priority.
6. Ask for user approval before sending external messages or updating any system of record.

• Enterprise Search Grounding
• Meeting Prep Briefing
• CRM Record Update
• Support Ticket Triage
• Support Response Drafting
• Help Center Gap Analysis
• Customer Escalation Management
• Case Root Cause Analysis
• Knowledge Base Search
• Knowledge Base Article Drafting
• Issue Escalation
• Inbox Triage

• Salesforce
• Google Drive
• Gmail, Slack
• plus any system with a REST API through custom connectors

• Triage this customer ticket, check for known issues, and draft a first response.
• Turn this escalation thread into a support handoff with priority, owner, and customer update.
• Find gaps in our help center based on these recent tickets.
• Summarize this customer conversation and suggest the next support action.
• Check whether this is a duplicate issue and tell me how to route it.