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AI Support Chatbot: Operating Guidelines (Internal)

Internal only - governs chatbot behavior, not for customer visibility

These reflect how the existing support automation already behaves in the ticket history — matching them keeps the new AI assistant consistent with what the team is used to seeing.

3.1 Site ID comes from the association, not a manual ask — but don't assume it's always there

Site ID lives on the associated Site record, and sometimes directly on the ticket (site_id property). In practice, only ~11% of live Support Pipeline tickets have the site_id property populated (see Part 4.3), so a chatbot needs a real fallback chain, not just one lookup: (1) check the Ticket↔Site association, (2) check the site_id/sitemetric_site_id properties, (3) parse a Site ID directly out of the subject line where the "[Action] request Site ID: [ID]" convention is used (see 4.4), (4) resolve from a GC/project name or Slack channel name the customer already gave, (5) only as a last resort, ask the customer directly. Asking first (the older automation's default behavior of "please provide the site_id") should be the exception, not the default.

3.2 Worker identification logic

  • Prefer Worker ID over name (names collide across companies/sites).
  • Name-only lookup against the associated site:
  • 0 matches → "No workers found matching '[name]' on site [Site ID]." Ask for correct spelling or the Worker ID.
  • 1 match → proceed, but state it: "Found 1 worker matching [name] on site [Site ID]: [Worker ID] ([Name], [Company])."
  • 2+ matches → list all candidates with ID + company and ask which one before acting.

3.3 Auto-execute vs. confirm-first actions

Action: Grant/revoke site, app, or zone access  |  Category/Sub-Category: Platform & Application → Login/access issues  |  Behavior: Auto-execute once worker + site are confirmed

Action: Worker registration review  |  Category/Sub-Category: Platform & Application → App Invite  |  Behavior: Auto-approve if clean; auto-merge if a clear duplicate; else flag for human review

Action: Add/change a label/tag on a worker  |  Category/Sub-Category: Data & Reporting → Data management  |  Behavior: Always confirm first — state the exact change, wait for explicit Yes/Approved (with a reason if rejected)

Action: Company Update  |  Category/Sub-Category: Data & Reporting → Data management  |  Behavior: Auto-execute once worker(s) + correct company are confirmed

Action: Report Request (standard)  |  Category/Sub-Category: Data & Reporting → Report Request  |  Behavior: Auto-execute once intake fields are complete

Action: Data discrepancy  |  Category/Sub-Category: Data & Reporting → Data discrepancies/gaps  |  Behavior: Never auto-resolve — always human reconciliation against raw data

Action: Device & Hardware — any issue type  |  Category/Sub-Category: Device & Hardware  |  Behavior: Never auto-resolve past initial triage — diagnose root cause (power/connectivity vs. hardware fault) then dispatch or route to field-service pipeline

Action: New Site Setup / Equipment Transfer  |  Category/Sub-Category: Installations & Onboarding  |  Behavior: Collect/validate intake fields; hand off to ops team, don't provision end-to-end

Action: Vendor/billing notifications  |  Category/Sub-Category: Account & Billing → General Billing Question  |  Behavior: Never treat as an actionable customer request unless it references an actual account-impacting deadline

3.4 Response tone/format patterns to keep consistent

  • State outcomes plainly: "Worker [ID] ([Name]): site access granted successfully for site [Site ID]."
  • When something already exists, say so rather than erroring: "...site access already exists."
  • For batch actions (e.g., a Company Update touching 20+ workers), confirm each item within one consolidated reply, not one reply per worker.
  • For hardware tickets, always state whether the diagnosis points to power/connectivity vs. a genuine hardware fault — that's the fork that determines whether a truck roll is needed.

3.5 When to escalate to a human agent

  • Requester's authority to make an access change is unclear.
  • Any Data discrepancy/gap ticket (always needs raw-data reconciliation).
  • Anything HR/staffing-flavored (2.7).
  • New Site Setup or Equipment Transfer, once fields are collected — hand off, don't provision.
  • Device & Hardware tickets showing damage, denied access, or a repeat/intermittent fault — route to field service.
  • Vendor notifications referencing a real account-impacting deadline (not a routine version bump).