Kinetic GainSystem Control Plane

RAG Deflection Bot

Knowledge-grounded support deflection for billing, auth, integrations, and workflow operations. This repo models when retrieval can safely answer, when it should partially guide, and when it must escalate immediately.

Knowledge Catalog

The knowledge lane is the operating inventory for what the assistant is allowed to know, where that knowledge lives, and when a human owner must refresh or override it.

Invoice download and billing history

Covers where invoices live, how exports work, and when account specialists need to step in.

healthy
KB-01 Billing Deflection 95 Freshness 6d
Escalation boundary: Escalate only if invoice totals and ledger entries differ. Path: knowledge/billing/invoice-history.md

SSO login recovery

Explains standard recovery flow for SSO users before support opens an access incident.

watch
KB-02 Auth Deflection 88 Freshness 18d
Escalation boundary: Escalate when identity-provider metadata or domain claim mismatches are involved. Path: knowledge/auth/sso-login-recovery.md

CRM sync troubleshooting

Guides support on mapping validation, sync health, and safe retry posture.

healthy
KB-03 Integrations Deflection 91 Freshness 9d
Escalation boundary: Escalate when webhook replay fails or field mapping drift changes production data. Path: knowledge/integrations/crm-sync-troubleshooting.md

Workflow retry and job history

Shows how operators inspect job history and decide between retry, replay, or engineering escalation.

healthy
KB-04 Workflows Deflection 90 Freshness 11d
Escalation boundary: Escalate when retries could duplicate customer-facing actions or billing events. Path: knowledge/workflows/retry-and-history.md
Knowledge Artifact Samples

knowledge/billing/invoice-history.md

Knowledge article

Billing self-serve guide with invoice retrieval and escalation cues.

BillingDeflectionSupport
# Invoice History Use this article when a customer asks for: - invoice PDF downloads - billing-history exports - invoice date confirmation Escalate only when ledger totals do not match the visible invoice.

knowledge/auth/sso-login-recovery.md

Knowledge article

SSO recovery flow with identity escalation boundaries.

AuthEnterpriseEscalation
# SSO Login Recovery Support can guide: - callback URL checks - browser/session reset - domain-claim confirmation Escalate if IdP metadata or certificate posture is unclear.

knowledge/integrations/crm-sync-troubleshooting.md

Knowledge article

Integration repair flow for field mapping and sync health.

IntegrationsCRMOps
# CRM Sync Troubleshooting Verify: - last successful sync - field mapping changes - webhook delivery posture Do not replay unsafe payloads without approval.

docs/evaluation-notes.md

Evaluation guide

Criteria for deciding whether a reply should be deflected, partially deflected, or escalated.

EvaluationRAGSupport ops
# Evaluation Notes - Deflect when the answer is documented and low-risk. - Partially deflect when the customer can take the next safe step before escalation. - Escalate when financial, identity, or duplication risk is present.