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Workflow guide

Support plan for local governments

Answer office hours, renewal, and public meeting questions from your published pages. Applications, permits, and individual cases stay with your staff.

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What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Resident services

Planning sample

Answer from approved sources

  1. 01
    Can I renew my license online?License renewal checklist.pdf
  2. 02
    Which office handles building permits?Office hours and contacts
  3. 03
    When is the next city council meeting?Public meeting calendar
Boundary

Hand to your team

  • Permit and application decisions
  • Individual cases and records
  • Complaints and appeals
For example
Can you speed up my permit application?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    A question about a specific application

    The agent can’t see records, so it hands the chat to staff.

  2. 02

    An appeal or complaint

    The agent shares the appeals page and passes the chat to a person.

  3. 03

    Anything urgent or safety-related

    The instructions tell the agent to share emergency contacts and stop.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

No. The agent explains requirements from your published pages and links to the official forms. Applications and decisions stay with staff.

Yes. It replies in the language the resident writes in, using your sources. Test each language your community uses before launch.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

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