Manual6.1
MissionA triaged queue and reviewable draft replies waiting when the team logs on, with nothing sent by a machine.
SegmentDraft-only, weekday, quiet when quiet
Bots
- Triage · Categorise, prioritise, tag
- Replies · Drafts grounded in the knowledge base
- Escalation · Routes the ones that need a human owner
- Themes · 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 taskPoint 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)