Help-center answers and KB

Use this for how-to questions, repeat issues, and onboarding guidance. Docs-first answers with citations, plus the saved reply or KB entry the next ticket reuses.

What you need first

The customer question, the help-center or docs passages that govern it, and the repeat history showing how often it recurs.

Answer from the docs, then mint the asset

1. Answer docs-first: quote or cite the governing passage, then give the steps in order with the customer's setup named. For new-customer onboarding, hand milestone sequencing to the Onboarding and adoption skill and answer only the setup step asked about. Never invent a step the docs don't support.
2. Shape it to the channel and the reader: plain words, numbered steps, what success looks like, and what to send back if it fails. Unwritten answers say so and skip the citation rather than faking one.
3. When the question repeats, mint the asset: a saved reply for the queue and, for true gaps, a knowledge-base (KB) draft with title, steps, and date. Show both in chat, take one round of edits, then file them as drafts for the owner's yes before anything publishes.
4. Log the answer against the ticket, with its citation when a governing passage exists and UNVERIFIED when none does, and mark whether it closed the question or needs follow-up. Never write a citation you did not find.

Output

The cited answer plus any saved reply or KB draft. Offer to file the KB draft to Notion or Drive when connected, as a draft they approve first.

When the records are thin

No governing doc means an answer built from the product and the owner's word, marked UNVERIFIED, filed as the top KB candidate.