Product tour 04

Help support teams find approved guidance and prepare the next response

This representative tour searches support knowledge, uses a selected model to draft a response and pauses for an agent to review it before use.

Support question

Guidance + draft

Agent review

Interactive walkthrough

Customer support in five steps

This flow supports an agent. It does not claim measured improvements or automatic suitability for every support interaction.

Step 1

The workflow starts with the customer's issue and the context made available to the process.

What you can see

The implementation decides which systems and fields may provide input.

Step 2

Pūnaha retrieves relevant material from the support knowledge collection using semantic or hybrid search.

What you can see

Retrieval gives the response step organisational context.

Step 3

The configured model uses the question and retrieved guidance to prepare a proposed response.

What you can see

A draft remains subject to the workflow's review rules.

Step 4

The workflow pauses so a person can check the facts, language and suitability of the response.

What you can see

The agent can approve or reject continuation.

Step 5

The accepted result can move to the next configured step, with the decision recorded in execution history.

What you can see

Any connection to another support system requires approved implementation configuration.

Configuration choices

Choose which product guidance, policy and troubleshooting material can support the response.

Select a supported local or external model according to the task and data path.

Decide which responses need review and who can approve them.

Use developer-configured REST integration when an approved support service needs to receive a result.

Bring the knowledge sources, response decisions and system connections you want to evaluate.