Draft support replies only from your approved docs

01Yield

What one run makes.

02Ingredients

What you bring.

• Your help pages, rules and platform guides, as they are now
• Access to your support inbox or chat
• A list of topics that always go to a person
• 5 past tickets with known answers and 5 that should escalate
• A person who owns escalations

03Equipment

What the run uses.

• Your support inbox or chat tool
• Your help docs or knowledge base
• Your AI chat
• A private channel for account questions

04Method

Seven steps you can follow yourself.

1. 1
   Collect and approve your docs

   Collect the docs every answer must come from, and have a person mark the set as approved. Nothing outside that set counts as a source.

   • Use help pages, challenge or course rules, platform guides and your terms. Start with what you have, whatever its quality.
2. 2
   List the hand-off topics

   List every topic that always goes to a person instead of the AI. Name the person who owns escalations.

   • The hand-off list covers deposits, withdrawals, payouts, refunds and any other money movement. It also covers complaints and claims, compliance and legal questions, and anything about one customer's account. Add any request for trading advice, signals or what to trade.
3. 3
   Write one strict instruction

   Give your AI chat the approved docs and one strict instruction. It must answer only from those docs and quote or link the section it used.

   • It escalates any hand-off topic, any question the docs do not answer and anything it is unsure about.
   • To escalate, it replies only with the word ESCALATE and a one-line summary for a person. It never fills in an unknown fact.
4. 4
   Test it on past tickets first

   Run 5 real past tickets with known correct answers and 5 that should escalate. Check both groups before you use it on real messages.

   • Fix the docs or the instruction until every answer is right and every escalation is caught.
5. 5
   Route each new message

   Paste each new message into your AI chat with the instruction. It returns either a cited draft or an escalation.

   • Angry or sensitive messages go to a person first.
   • Move support, payment or account issues raised in a public community channel to a private one before anyone answers.
6. 6
   Approve every reply before sending

   A person reads each draft before it goes out. They check that the cited section says what the draft says.

   • A wrong answer that sounds right is the most dangerous case. Only send replies that cite a section.
   • When a person corrects an answer, they fix the doc the same day.
7. 7
   Add the missing docs each week

   Each week, list the questions that had no documented answer. Write a doc for each, have a person approve it and add it to the approved set.

   • Hand-off topics stay with a person even once they are documented.

05Ways to run it

Follow the method yourself today, or book a call.

Yourself

Free stepsFollow the seven steps above with your own tools.

One click

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On a call

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