# Subscriber Response Playbook

Clearweft · Week 6

## Question groups

| Intent | Information needed | Approved source | Owner | Response route |
| --- | --- | --- | --- | --- |
| Find a resource | | | | |
| Choose the next lesson | | | | |
| Understand a recommendation | | | | |
| Report a delivery problem | | | | |
| Account-specific or other request | | | | |

## Approved answer record

Answer ID:

Question or selected intent:

Approved answer:

Source link:

Useful next action:

When to ask for clarification:

When to route to a person:

Owner:

Last review date:

## Response policy

Automatic fixed answers are allowed for:

Reviewed AI drafts are allowed for:

Human or provider review is required for:

Unknown question fallback:

How the person reaches further help:

Response-time wording the business can meet:

## Optional AI drafting brief

Task: draft a helpful reply using only the approved material supplied.

Inputs: question, relevant answer records and the response policy.

Output: proposed answer, answer IDs used, missing information and escalation reason when needed.

Rules: do not invent facts, account status, refunds, guarantees or permissions. If the source cannot answer the question, ask a useful clarification or use the defined escalation route.

Reviewer:

## Minimum case record

Case reference, received time, selected intent, answer version, response route, outcome and review status. Record only the information needed for the support process.

## Test matrix

| Question type | Expected route | Expected answer or action | Actual result |
| --- | --- | --- | --- |
| Common known question | | | |
| Broken resource link | | | |
| Ambiguous question | | | |
| Account-specific request | | | |
| Outside the answer library | | | |

Completion: known questions get accurate help, exceptions have an owner and the answer library can be corrected when something changes.

## Context and current state
- Relevant subscriber/customer/appointment state:
- Authoritative source for that state:
- Approved answer and version:
- Stop/change condition:
- Exception owner:
- Resolution record needed:
- Information omitted from public examples: