Design a support workflow
Resolve answerable questions and preserve context for the rest.
Implementation guide — not a working service endpoint.
1. Prepare the knowledge
Review product guides and confirmed fixes. Remove sensitive information before indexing any support history.
2. Define the escalation path
Make it clear when a human should take over. Pass the question, relevant references and attempted steps along with the ticket.
3. Review outcomes
Evaluate answer usefulness and handoff quality. Do not equate an unanswered question with a successful deflection.