The agent triages. Your team approves the reply.
The agent reads the ticket, looks for duplicates and drafts the reply with the wiki pages it used. Nobody outside gets anything until a person clicks Send.
Processes to start with
Ticket triage
The agent does
Classifies the ticket, links it to the likely original and asks "Is it a duplicate?".
The person decides
"Yes, merge" moves the message to the original and archives the new one. "No" keeps both.
Customer reply
The agent does
Drafts From, To, Subject and body, citing the wiki pages it used. With no source it flags "No source in the wiki" and proposes a draft page.
The person decides
Send, Edit or Discard. The reply goes out from the team's mailbox, signed by the team.
Knowledge base
The agent does
Creates or proposes wiki changes, always as a draft.
The person decides
Decides "Publish?" and sees what changed first.
Quick actions on the case header
- Summarize the case
On the CaseFy screen
A comment changes the work in progress.
Example: the agent starts a 6-section guide for the support team. Mid-run, someone comments asking for 3 sections and a different title. The comment reaches the agent right away; it adjusts and delivers guide.md as the case's result.
Other teams
Start with a process you already run.
Create an account, connect a company machine and put an agent on one stage. It does the work; you decide when the case moves on.
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