Support Agent
Answers a member's question the moment it arrives, on whichever channel it arrives, and never sends a sentence it cannot trace to an article or to the member's own record. Written for an org where the queue was the worst part of the product: the repetitive questions get answered at once and around the clock, the hard ones reach a person carrying the whole story, and the one thing a person signs each week is what the bot is allowed to say. Six stations, run as a loop: the article station 6 approves is the article station 3 answers from.
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The workbench · subagents send notes, you make the human calls
SUBAGENTS AT WORK
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SUBAGENT NOTES
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YOUR TASKS · HUMAN IN THE LOOP
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YOUR TASKS · NONE AT THIS STEP
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Put a person back on this step
How to read this map
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A person is in the loop wherever a member is waiting on a judgment or the bot's own script changes. Two of the six stations refuse to proceed on their own, Human Handoff and Knowledge Review, and those are the two a person carries. Everywhere else the agents run at volume and reach you only when they cannot settle something.
The loop closes
station 6 does not end the week. The article it gets approved is the article Knowledge Search answers from at station 3 the next morning, and the answer it pulled is one the bot can no longer cite, which is why the same gap only sends members to the handoff queue once.