Grounding inventory
Knowledge sources
Sources define what the draft workflow is allowed to say. Policy and account sources outrank resolved-ticket examples.
Source registry
Stale examples may support tone, but not factual policy claims.
| Source | Type | Freshness | Owner | Status | Risk note | Review |
|---|---|---|---|---|---|---|
Change account email help_email_change_2026_04 Low-risk account-settings how-to replies | Help center | current | CS Ops | active | Can support procedural wording; cannot claim a change already happened. | |
Service Fee Policy v2026-03 fee_policy_v2026_03 Fee explanation and refund boundary | Policy | current | Compliance Ops | active | Refund language still requires account-specific statement-item evidence. | |
Customer plan metadata customer_plan_live Plan eligibility and account-specific checks | Account data | live | Engineering | active | Read-only typed lookup only; never free-form database access. | |
Fraud and Card Blocking Workflow fraud_card_workflow_v2026_02 No-draft routing and urgent escalation | Policy | current | Fraud Ops | active | Customer draft is blocked until operational workflow starts. | |
Bug Intake Playbook bug_intake_playbook_v2026_02 Customer-reported product issue intake and fix routing | Policy | current | Engineering | active | AI may draft a fix package only for low/medium issues; severe bugs route to Engineering. | |
Old resolved fee ticket #112 old_fee_ticket_112 Tone reference only | Resolved ticket | stale | CS Ops | review | Must not be used as policy support for refund eligibility. |