Use cases

One support core. Different operating rules.

The inbox stays familiar. Knowledge, confidence, routing, and approvals change with the work your customers ask you to do.

SaaS support

Ground product answers in docs, route account-specific work to humans, and track the knowledge gaps behind repeat tickets.

Product and billing questions

Incident-aware macros

Engineering handoff context

Answer delivery and policy questions quickly while keeping refunds, cancellations, and exceptions behind approval rules.

Order-status guidance

Returns policy answers

Sensitive-action approvals

Keep buyer and seller history together, route disputes by risk, and give operators one audit trail across channels.

Two-sided contact history

Priority and SLA routing

Escalation evidence

Use approved sources and conservative confidence thresholds where every answer and handoff needs to be reviewable.

Approved knowledge only

Human-only action rules

Exportable conversation history