Summer Useful knowledge tells Summer what is true, where to verify it, and what to do when the answer is unknown. Start with the procedures needed for one workflow, then expand from verified cases.
Separate instructions from facts
Instructions describe behavior: how to greet, investigate, explain uncertainty or hand off. Reference material describes facts: support hours, a policy’s terms, the current portal URL or which team owns a process.
Use the operating profile for company facts and the relevant procedure guide for steps. Use Conversational AGENTS.md for the website assistant’s behavior and the shared Knowledge library for approved answers. Do not assume that putting a URL in knowledge imports the page or keeps it synchronized.
Give each policy a source and owner
For each procedure, answer:
- When does this procedure apply?
- What original evidence or system should Summer check?
- What is the current rule, including exclusions?
- Who owns the next step and any human decision?
- What should happen if evidence is missing or a provider cannot be reached?
- What confirms the customer’s issue is resolved?
Include a source reference, effective or last-verified date and responsible owner. A link helps a reviewer find the policy; it does not prove the linked content was read during a run.
Example: delivery-status guidance
This fictional example shows a format. Replace every bracketed field with a verified company fact before using it.
## Delivery-status requests
Owner: [responsible fulfillment team]
Source: [approved procedure reference]
Verified: [date]
Confirm the customer and the current paid order before looking up tracking.
Check the original shipment record and latest carrier event.
Explain the verified status and any gap in available evidence.
If no shipment record is available, ask the fulfillment owner to check.
Do not describe the order as unshipped solely because a lookup found no record.
Propose any customer or vendor contact for review under the approved workflow.
Keep the case open while an owed shipment or follow-up remains unresolved.
Close only when [the company's verified resolution condition] is met.
Write answers customers can use
Use short, direct language. Name the customer’s problem and the useful next step first. Give exact offer terms and source dates where relevant. Do not invent turnaround times, eligibility decisions or guarantees.
When there are different policy cases, state their conditions explicitly. When the answer depends on a live record, point to the authorized lookup rather than pasting an old status into company-wide knowledge.
For clinical questions, instruct Summer to refer the patient to the approved clinician channel. Summer must not write, relay, summarize or calculate medication directions, even from a prescription or existing clinician message. Configure care links for that referral.
Keep private evidence in the case
Do not place API keys, passwords, individual patient histories, prescriptions or private clinician messages into shared knowledge. Keep original customer evidence in the protected case and reference it through authorized tools.
Record corrections with a clear reason and review their effect in a new authorized run or assistant turn. A good test includes a routine question, a policy exception, a missing-evidence case and a clinical referral. Security and testing provides the rollout checklist.