Group requests around outcomes
Use recognizable topics: course access, replays and resources, session bookings, program rules, account onboarding, product setup, and membership questions. The category should identify the next useful action rather than simply label a message.
Ask only for context that changes the next step
A replay question may need the cohort and session date. A portal issue may need the affected program and error. A private account question needs an appropriate verified link to the account. A display name or email alone does not authorize disclosure.
One agent across the support workflow
Enki understands the question, finds approved knowledge, investigates the request and carries out permitted actions in the same conversation. Transfer to a person when the needed information, permission or decision is outside that workflow.
Avoid routing people in circles
Keep one owner and the conversation history attached to the request. If the first path cannot finish the case, explain the next step and carry the context forward.