Use case · Support

The answer you have typed nine times.

Somewhere in your sent folder is a genuinely good explanation of the thing everyone asks. It has been written nine times, by four people, slightly differently each time — and never once written down.

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Written from your own replies
Draft-first, always
An answer the agent can reach
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Anatomy

Nine answers, one document.

One article, exactly as it was proposed. Every line in it was already written by somebody on your team — this is that answer with the nine separate Tuesdays taken off it.

01conv_search_messages( )

034 MarEmail · Mark Ellis
You came back to the same tap — am I charged twice?
11 MarChat · anonymous
second visit call out fee?
19 MarEmail · J. Okafor
The leak came back after a week. Is that a new job?
2 AprSMS · +44 7700 900 …
do i pay call out again
14 AprEmail · P. Nowak
Does the call-out come off the price if you do the work?
28 AprChat · signed in
how long does a repeat visit count as the same job

and three more since March

Knowledge base · Charges

Call-out charges and repeat visits

05Proposed 06:40 · 540 words · not published

When there is no second charge

Come back to the same fault inside seven days and it is the same job — one call-out, however many visits it takes.

What counts as the same fault

The same fitting, the same pipe, the same appliance. A new leak in a different room is a new job, even in the same week.

What the call-out covers

The first half hour on site and the trip out. Where the repair goes ahead the same day, it comes off the price of the work.

Nobody has ever answered what happens when a repeat visit falls on a weekend rate. Left as a question for you.

01
Nobody filed a ticket for this.
There is no backlog item called “write this up”. The signal is four people answering the same question nine times without ever noticing they were doing it.
02
These are your words.
The draft is assembled out of replies your team actually sent — including the one genuinely good explanation Owen wrote in March that nobody else ever saw.
03
Three channels, two languages, one question.
Email, chat and a text message. It is the same question every time; only the spelling changes.
04
The part it would not invent.
Where the nine replies fall silent or disagree, the draft says so instead of picking a winner. Fluent prose over a gap is the failure this is designed against.
05
Proposed, not published.
It waits until you have read it. And the moment you publish, it is the answer the agent gives on every channel — which is the actual point of writing it down.

What it cost you

Six minutes of judgement.

You spent

6minutes

One decision. Reversible.

You got

540words

Nine replies. Four authors.

The ratio is the product. Not fewer people — fewer of the steps that never needed one.

Where it came from

The same question, nine ways.

Nobody counts these. The agent does: questions that keep arriving, answered by hand every time, with nothing in the knowledge base standing behind them.

It reads the conversations you already had. Nothing is ever proposed from a question nobody has actually asked you.

kb_list_curation_candidates( )last 90 days

Call-out charge on a repeat visit9 asked · 0 written
Whether the call-out comes off the work6 asked · 0 written
Weekend and evening rates5 asked · 1 written
How long a quote stays valid4 asked · 2 written
Parking and travel on a city job3 asked · written

The honest part

What it won’t do.

01
Publish without you. There is no autonomous mode for the last step, and there is not going to be one.
02
Quote a customer back to themselves. The draft is built from your team’s answers, never from their messages.
03
Settle a disagreement. Where two people answered two different ways, it asks you rather than picking one.

What it touches

Three modules, one answer.

01Conversations39 toolsconv_
02Knowledge22 toolskb_
03Analytics18 toolsanalytics_

Every step above is an ordinary tool call — the same ones your own agent can make, on the same endpoint. Reading the conversations, proposing the document and publishing it are calls on that endpoint, not a second product.

Open source. Open protocol.
One stack, your terms.

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