Customer Support Policy

When to use it

Select this policy for any document containing FAQs, return and refund policies, warranty terms, shipping guidelines, or known issue resolutions that are normally handled by customer support.

How the Customer Support Policy Protects Your Data

1. The Pure-Support Filter

Marketing fluff and general business history are useless to a customer asking for a refund. This policy aggressively filters the source document, extracting only information directly related to customer service, support procedures, and issue resolution. Anything unrelated to support is deleted, keeping the AI's context window razor-sharp.

2. The Financial Firewall

Helpdesk articles often contain outdated references to things like "$50 restocking fees" or "replacement part costs." This policy enforces a strict redaction of all financial data—including service charges, part prices, and shipping fees.

Why? Relational Integrity: By stripping costs out of support articles, we force the LLM to query your master Price List or Billing policies for fees. This ensures a support bot never promises a customer an outdated repair fee found in a legacy PDF.

3. Correct-Match Policy Enforcement (No Paraphrasing)

When dealing with legal or binding support terms (like warranties), the AI cannot be allowed to get "creative." This policy is strictly forbidden from rewriting, interpreting, or summarizing. It copies the exact wording, day-counts (e.g., "within 30 days"), and conditions from the source document to ensure your agent's responses are legally and operationally compliant.

4. Dynamic Categorization & Token Optimization

Support documents vary wildly in structure. This engine intelligently sorts extracted information into required sections (e.g., "Returns," "Exchanges," "Damaged Goods").

• Zero Empty Space: If a document doesn't contain info for a specific section, that section is entirely omitted rather than populated with "N/A," saving valuable tokens.
• Dynamic Headers: The engine is authorized to generate new, specific headers if necessary to accurately organize the business logic, ensuring the final output is flawlessly categorized for chunking.

What the Output Looks Like

When your n8n workflow queries the Knowledge Base to resolve a user issue, it receives a clean, definitive policy document rather than a messy web scrape.

# Support Article: Return and Exchange Policy

## Return Eligibility
Items may be returned within 30 days of the original delivery date. To be eligible for a return, the item must be unused, in its original packaging, and include all original accessories and manuals.

## Non-Returnable Items
- Custom-configured or personalized devices.
- Items marked as "Final Sale" or "Clearance."
- Opened software or downloadable digital assets.

## Warranty Claims (Damaged Upon Arrival)
If a product arrives damaged, the customer must report the issue to the support team within 48 hours of delivery. A photographic record of the damaged shipping box and the damaged unit is required before a Return Merchandise Authorization (RMA) number can be issued.

Why This Matters for Automation Developers

By applying the Customer Support Policy during ingestion, you build a significantly safer and more accurate support agent:

• Reduced Hallucinations: Because the policy enforces exact-match wording and strips out non-support noise, the LLM stops "guessing" how a return works and quotes the actual policy.
• Separation of Concerns: By stripping out financial data and inventory levels, you ensure your support bot doesn't accidentally offer a replacement for an item that is out of stock, or quote an incorrect repair fee.
• Plug-and-Play Context: You don't need to write complex prompts telling the LLM "Ignore the marketing text and just find the refund rule." The AgentBrains policy has already done the filtering for you.