arizuko › products › Support desk (Atlas) › setup

Support desk setup

1. Prerequisites

A running instance (getting started).
A channel adapter. The product declares TELEGRAM_BOT_TOKEN as its primary channel and escalation target; any adapter works.
Your answers in writing. Without facts/ the agent can only web-search, which is the failure mode this product is built to avoid.

2. Seed a group from it

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

That copies the product tree into groups/support/ once and writes the route in the same command. From then on the files are the group’s own state: edit the persona, add facts, and nothing re-writes them.

Or blend it into a group you already have, alongside other products:

[[product]]
source = "ant/examples/support"

arizuko products <instance> apply support

3. Set the channel token

TELEGRAM_BOT_TOKEN=...
OPENAI_API_KEY=...   # optional: web-search fallback

The [[env]] block in PRODUCT.md is a checklist that arizuko create prints, not a gate. A missing value does not stop the apply — it stops the channel, later, which is harder to diagnose. Set them now.

4. Fill the knowledge base

facts/kb.md ships as a seed. Replace it, then add one file per topic — facts/api.md, facts/billing.md, facts/limits.md. Longer reference documents go under refs/. The agent reads both before answering and cites the path, so file names are part of the user-visible output: name them the way you would want to see them quoted.

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 attached — worse than no answer. Treat stale facts as bugs; the persona already does.

5. Verify

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

A correct answer either cites a path from facts/ or says it has nothing recorded. An answer with neither means the persona did not land — check that groups/support/PERSONA.md exists and that CLAUDE.md holds an arizuko:package:support marked region.

6. Escalation

Unanswered questions are the product’s real output. Point them at a second folder and let a person or another agent own the queue:

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

Delegating to that folder needs the delegate_group grant on the support folder — it is not in the role:member floor. Until it is granted the agent will say it cannot escalate, which is the correct failure rather than a bug. See grants.

7. Tuning

Voice — edit PERSONA.md. The lowercase, no-exclamation register is a choice; change it if your users expect otherwise.
Rules — edit inside the marked region in CLAUDE.md. Text outside the markers is never touched.
Coverage — every “I don’t have that recorded” is a missing file. Add it and the same question answers itself next time.