Post-Go-Live Support & Handover

A new email, message, or phone note is received from the client. The automation platform monitors all three channels and captures the request with metadata (sender, timestamp, channel, subject).

The request is automatically logged with the correct customer, priority level, and assigned team based on the issue category. Duplicate detection prevents the same request from being logged twice.

The automation reads the request, searches the knowledge base and deployment documentation, and determines if an answer already exists. If a match is found, the automation retrieves the relevant article.

If a knowledge base article or documented solution exists, the automation sends it to the client. If not, a new article must be drafted by a human engineer.

The solution and relevant knowledge base link are automatically sent to the client, with the ticket marked as awaiting confirmation.

If no solution exists, a support engineer manually drafts a new knowledge base article with screenshots and step-by-step instructions. This step remains manual because it requires judgment and domain expertise.

Once drafted, the article is automatically transferred, tagged with keywords, and linked to the open ticket.

The automation updates the handover checklist, marking the relevant item as complete and recording the ticket resolution date and knowledge base article link.