{"found":true,"collection":"rosters","library_url":"https://www.grokbotdb.com/library/rst.customer-support","generated":"2026-09-06T05:32:11Z","citation":["Quote the record id and its source_url (or provenance if there is no URL).","Include last_verified or observed_at when present. Do not present an old date as current.","If tier is community and confidence is low, say so. Do not launder it into a fact.","If the database does not hold the answer, say that. Do not invent Grok Bot product claims.","Contradictions are data: when conflicts_with is present, report both records rather than picking a favourite.","Deprecated and removed records stay visible. They are history, not current guidance."],"record":{"id":"rst.customer-support","name":"Customer support desk","segment":"Draft-only, weekday, quiet when quiet","mission":"A triaged queue and reviewable draft replies waiting when the team logs on, with nothing sent by a machine.","bots":[{"name":"Triage","owns":"Categorise, prioritise, tag"},{"name":"Replies","owns":"Drafts grounded in the knowledge base"},{"name":"Escalation","owns":"Routes the ones that need a human owner"},{"name":"Themes","owns":"Weekly rollup of what customers actually complained about"}],"connect":["Mail or helpdesk","Knowledge base","Product analytics","Chat for escalation"],"routines":["Weekday hourly triage during business hours only","End-of-day unresolved list","Weekly theme digest"],"first_task":"Point it at the last three days, never the whole history (section 4.1), and ask for categories, priority and draft replies with the knowledge-base article cited for each.","red_lines":["Drafts only","Never sends","Never closes a ticket","Never promises a refund or a date","If nothing new, say nothing, and also report that the inbox was reached successfully (section 3.10)"],"manual_ref":"6.1","first_seen":"2026-09-03","last_verified":"2026-09-03"}}