Step 1
Receive the question
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.
Product tour 04
Give the support agent a useful draft, not an automatic answer
This tour searches approved support knowledge, asks a selected model to prepare a response and then pauses so an agent can check it before anything is used.
Support question
Guidance + draft
Agent review
Interactive walkthrough
Five steps from the customer's question to an agent decision
The flow supports the agent. It does not assume every support conversation should be automated, and it does not claim results that have not been measured.
Step 2
Find approved guidance
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
Prepare a draft
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
Ask the agent to review
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
Continue through the approved path
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
Fit the workflow around the way your support team works
Knowledge scope
Choose which product guidance, policy and troubleshooting material can support the response.
Model deployment
Select a supported local or external model according to the task and data path.
Approval rule
Decide which responses need review and who can approve them.
Next connection
Use developer-configured REST integration when an approved support service needs to receive a result.
Bring a support question that is harder than it should be
Show us the knowledge sources, response decisions and system connections involved today.