CONVERSATIONAL ASSISTANCE · Workflow idea
Respond to a person’s question using the current conversation and, when useful, public information. Keep recent exchanges in view so follow-up questions make sense, and let a teammate check answers before they are used outside a private chat.
01 / The starting point
A person’s message in a selected chat or assistant conversation
“Understand the question in the context of recent messages, prepare a relevant answer, and identify when more information or a human handoff is needed.”
02 / The work
Helps a person get a more coherent answer by combining the current question with a short history of the conversation and optional public research.
Use relevant earlier messages to understand references and follow-up questions without assuming missing details.
Identify when the conversation can be answered from approved guidance and when public research may help.
Respond to the person’s actual question, distinguish sourced details from explanation, and avoid unsupported certainty.
Ask for clarification or bring the conversation to a qualified teammate when a reliable answer is not available.
Have a person verify factual claims, private details, and recipient context before a response is reused or sent beyond the chat.
03 / The result
A contextual chat response with any supporting information clearly distinguished, ready for delivery or human review according to the team’s rules.
Research & strategy · Example outcome
A contextual chat response with any supporting information clearly distinguished, ready for delivery or human review according to the team’s rules.
Conversation history and online information can be incomplete or incorrect. Check facts and privacy before sharing, avoid treating a draft as expert advice, and route sensitive or uncertain requests to a person.
04 / Make it yours
A few choices shape the work around your team.
Decide who may use the assistant, what kinds of questions it supports, and who owns the experience.
Define how much recent context is retained, which public sources may be considered, and what information should never be requested.
Provide approved reference material and name the people who handle sensitive, complex, or unresolved questions.
Check a multi-turn conversation, a question needing outside context, and a sensitive case to confirm the right response or handoff.