Workflow decides
Policy & routing matrix
Deterministic routing rules decide what the UI may show. The model can suggest text, but it cannot authorize sensitive claims.
Launch routing rules
Rules prioritize the highest-risk intent in multi-intent tickets.
| Intent | Risk | Draft behavior | Required proof | Route | Forbidden | Review |
|---|---|---|---|---|---|---|
| How-to / settings | Low risk | Confident draft | Current help-center article | Standard CS review | Claiming an action has already been completed | |
| Fee / refund | Medium risk | Cautious reviewed draft | Fee policy + plan/account data + statement item | CS review; billing owner if refund eligibility is requested | Refund promise or invented fee reason | |
| KYC / blocked account | High risk | No normal draft; approved holding note only | KYC case status + compliance communication policy | Compliance escalation | Explaining restricted KYC logic or promising unblock | |
| Fraud / card block | Urgent risk | No draft / escalation | Fraud workflow status + card/dispute policy | Urgent fraud/card workflow | Reversal promise, casual tone, or normal support reply first | |
| Bug report / product issue | Medium risk | Clarifying draft + bug handling route | Reproduction details + severity + affected surface | Bug Handling; AI fix package for low/medium, Engineering for severe defects | Promise immediate fix or let AI auto-deploy production changes | |
| Financial advice | High risk | No advice draft; factual-info boundary only | Financial advice policy + approved product information | Compliance review | Personalized recommendation or investment advice |
Change control
High-risk routing rules should require owner approval and eval pass before release. Feedback may propose changes, but it cannot directly change approval gates, no-draft categories, or evidence requirements.