Intent hub
Knowledge base gaps for Small support teams
Tier-0 handles knowledge base gaps for small support teams by preparing structured support work while keeping policy, source coverage, human approval, and audit evidence in the loop.
low
Risk level
missing source, low confidence, repeat question
15
Workflow pages
Every page ties this intent to one governed Tier-0 surface.
Review
Reviewer need
Operators need the gap identified without letting AI invent an answer.
Hub
Canonical path
/use-cases/small-support-teams/knowledge-base-gaps
Direct answer
AI support should prepare the work, not own the outcome.
How should teams find and fix knowledge gaps surfaced by support?
For small support teams, knowledge base gaps need project-specific policy, source coverage, tone review, and a clear approval record. Tier-0 can classify the request, summarize the thread, retrieve approved knowledge, draft a reply, and route escalation context. It should not send or perform sensitive customer-facing side effects without human approval.
Workflow pages
Choose the Tier-0 surface that should govern this support case.
Inbound email routingroute each verified support message to the right workspace and project before AI sees it. Controls: verified inbound route, project scope, quarantine for unknown routes.InboxResend webhook verificationverify inbound events before parsing, normalizing, or drafting from customer content. Controls: raw body signature check, event idempotency, expected event filtering.Inbound pipelineAI triage and classificationclassify intent, urgency, sentiment, confidence, and risk as structured support context. Controls: Zod-validated output, confidence score, human review for uncertainty.WorkbenchPolicy-bound draftingdraft replies against project policy, forbidden promises, and approved tone. Controls: policy versioning, blocked promise checks, approval-required send path.Policy editorHuman approval queuehold AI-generated outbound replies for operator review before customer-facing action. Controls: edit before send, reject with reason, role-gated approval.ApprovalsKnowledge source citationsground drafts and widget answers in approved project sources with provenance. Controls: approved sources only, source freshness, chunk provenance.KnowledgeAudit log evidencerecord the chain from receipt to AI proposal, human decision, and final action. Controls: append-only events, actor metadata, policy and model run context.Audit logSecurity Center checkskeep domain, webhook, auth, prompt-injection, and audit health visible. Controls: risk events, domain readiness, webhook verification health.Security CenterMulti-project routingseparate support identity, policy, knowledge, and routing by product. Controls: project-scoped policy, project-scoped sources, workspace membership checks.ProjectsCustomer memory contextgive reviewers prior support context while keeping workspace and project boundaries explicit. Controls: workspace scope, cross-project toggle, customer notes.CustomersAnalytics signal reviewsurface support volume, intents, backlog, quality gates, and recurring issues. Controls: workspace metrics, project filters, knowledge gap suggestions.AnalyticsAssistant widget governanceanswer from approved project knowledge and escalate risky website conversations. Controls: domain allowlist, rate limits, support-thread escalation.Assistant widgetLiveKit voice intakeroute inbound phone context into the same governed support loop. Controls: signed LiveKit events, project phone mapping, follow-up approval.VoiceSlack alert notificationsnotify teams about high-risk or aging support work without exposing full sensitive content by default. Controls: metadata-only alerts, project settings, audit logged notifications.IntegrationsEvals and replaytest prompt-injection, classification, and draft-safety behavior against stored fixtures. Controls: raw email replay, golden tests, schema validation.Evals
Limits
No unsupported promises.
AI prepares support work; customer-facing replies still require review and approval.
Tier-0 is not a mailbox host, custom SMTP provider, cold outreach platform, CRM replacement, or enterprise ticketing suite.
Refunds, cancellations, account changes, password resets, legal conclusions, and destructive actions stay outside autonomous model control.
Source citations depend on approved project knowledge. Missing sources should create review work, not invented answers.