Case Flow

Members text a dedicated number, any time.

AI answers built from your organization's knowledge base and governing documents. A published knowledge-base article is used only when it clears a similarity floor. Otherwise the reply falls back to excerpts from your governing documents.

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  1. Knowledge-base articles

    When the answer comes from knowledge-base articles, the text can name up to three article titles as sources.

  2. Governing documents

    Answers drawn from governing documents do not list citations. Those replies ask, "Did this answer your question?" A YES saves a draft article for staff to review. It is not published on its own.

  3. Still need a person

    If the member still needs a person, they can reply and open an issue for staff.