Getting started · Intake

# Organize support around member needs

Create categories that help people explain what is blocking them and help your team find the next resolution step.

## Use the words your members use

For an academy, begin with lessons and replays, access, and coaching sessions. For a trading community, distinguish learning resources from published program rules. For a startup or fintech service, use onboarding, product guidance, and account support.

## Keep the first choice simple

Avoid forcing a new member to understand your internal departments. Ask what they need to do, then collect a small amount of context such as a program, cohort, or affected resource.

## Give each path an owner

Associate the category with the appropriate knowledge and workflow. Identify the person or team responsible if AI lacks the information or permission to finish.

## Keep private cases private

Account status, enrollment, verification, and subscription details should go through the approved private support route. A public discussion about a general rule is a different use case.

Illustrative support workflow

### “I cannot find the replay from my cohort’s session.”

The member chooses Lessons & replays and supplies the cohort and session. The system can then use the correct resource catalogue instead of routing the request as an unspecified technical problem.