01
An answer without coverage never goes out
The model writes the whole answer into a buffer, and the citation gate judges it as a whole before the customer sees the first word. An answer that was meant to rest on your content and cites no source is rejected in full, not sentence by sentence, because an uncovered sentence sounds exactly as confident as a covered one. The only answer that needs no citation is one built from live data the agent has just fetched with a tool (an account status, a price list): there is nothing to cite. The customer hears plainly that the material does not cover it, and the question goes to the gap register. In the support agent's channels (the logged-in customer chat, email, SMS, team chat) a second such case in the same conversation hands the matter to a human; the public window on the website stops at a plain refusal.
02
The agent does not change data. It issues a card.
An operation that changes something has no execution path around the card: the agent names the operation, shows the parameters and waits. Approval is a separate human click, and at the moment of the click the checks run again: the card's validity, the parameters against the current account state, and a kill switch that also stops cards already approved. A repeated click replays the saved result instead of running the operation twice. An anonymous visitor cannot issue a card at all.
03
Tenant scope is a condition of the query, not a filter on the result
Knowledge search has a single entry point, and your company's identifier is required there and comes only from the context of an authenticated session, never from a parameter. Without it the query does not exist. The same rule holds in the gap register, confirmation cards and handoffs: every read and write clause starts with the company, and someone else's resource answers exactly like a non-existent one.
04
Ada leads instead of redirecting
Instead of pasting a link, Ada shows the place on the page: she picks an identifier from a closed catalog of sections, and the browser decides what it means. Instead of saying please call us, she books a slot: on the phone, once the company switches voice booking on, she first receives the list of free windows and then books one of them, never a slot outside the list; on the website the same calendar sits in the booking window, where the visitor picks the slot. And when a matter goes beyond her scope, she hands it to a human with a reason from a closed catalog and the full conversation history.
05
What the agent did not know becomes a list to write
Every question without coverage lands in the gap register: variants of the same question merge into one entry with a counter, the sample question is masked for personal data and disappears after the retention period, while the entry stays. Editors write the article and close the gap. If the question comes back despite publication, the gap reopens, because the article does not answer it.