arizuko › products › Support desk (Atlas) › setup

Support desk setup

The support desk needs one channel and your answers in writing, in facts/.

The desk needs an instance, a channel and written answers

A running instance, from getting started.
A channel adapter. The product declares TELEGRAM_BOT_TOKEN as its main channel and escalation target. Any adapter works, when you install its package.
Your answers in writing. Without facts/, the agent can only search the web, and the product exists to avoid that.

For Telegram, select the adapter package. The existing selections stay:

arizuko package add -i <instance> catalog:teled

Set the token in .env and restart the running instance to start the adapter.

group add makes the group and its route

arizuko group -i <instance> add telegram:group/100123 support -p support

The command selects the product for support and writes the route. A Telegram group ID is negative, and the JID drops the minus sign. Sync to install the product files into groups/support/:

arizuko package sync -i <instance>

Or select the product for a group that you already have, next to other products:

arizuko package add -i <instance> -g support ant/examples/support

.env holds the channel token

TELEGRAM_BOT_TOKEN=REPLACE_ME
OPENAI_API_KEY=REPLACE_ME   # optional: the oracle skill

The product manifest lists its environment requirements. Set the channel token before you select the adapter package.

One file for each topic fills the knowledge base

facts/kb.md ships as a seed. Replace it, then add one file for each topic, for example facts/api.md, facts/billing.md and facts/limits.md. Longer reference documents go under refs/. The agent reads both before it answers and cites the path, so users see the file names. Name the files as you want to see them quoted.

The facts/ files of the product are examples, not package files, so arizuko package sync never rewrites them. Copy them once from the repository checkout:

cp -r ant/examples/support/facts /srv/data/arizuko_<instance>/groups/support/

A fact file is not a knowledge dump. The agent quotes what it finds, so a stale line is a wrong answer with a citation, which is worse than no answer. Treat stale facts as bugs, as the persona already does.

The answer must cite a path or say that nothing is recorded

arizuko send -i <instance> support "does the export endpoint support pagination?" --wait

A correct answer cites a path from facts/ or says that nothing is recorded. An answer with neither means that the persona is not in place. Check that groups/support/PERSONA.md exists and that the support package is selected and installed.

Unanswered questions go to an escalation folder

The unanswered questions are the real output of the product. Send them to a second folder, where a person or another agent owns the queue:

arizuko group -i <instance> add telegram:group/100999 support/escalations

Delegation to that folder needs the delegate_group grant on the support folder, because role:member does not hold it. Until an operator grants it, the agent says that it cannot escalate. That is the correct failure. Grants explains the rows.

Three changes tune the desk

Voice: Edit group/PERSONA.md in the package source and run arizuko package sync. The lowercase register without exclamation marks is a choice. Change it if your users expect another one.
Rules: Edit the package source's CLAUDE.md and run arizuko package sync. Its manual is mounted read-only in the guest.
Coverage: Every "I don't have that recorded" is a missing file. Add the file, and the same question has an answer next time.