[
  {
    "name": "Support Triage",
    "slug": "support_triage",
    "context_template": "A customer has submitted the following support request:\n\n{{user_message}}\n\nYou may only answer using the relevant information provided in this prompt under '## Relevant Information'.\n\nRules:\n- If no relevant information is provided, or if it is insufficient to answer confidently, you MUST escalate to a human agent.\n- Do not ask the customer clarifying questions.\n- Do not answer from general knowledge or make up information.\n- Be concise, accurate, and empathetic.\n\nIf you escalate, write a brief message telling the customer that a human support agent will review their request and follow up shortly.",
    "is_multi_turn": true,
    "max_history_messages": 20,
    "confidence_threshold": 0.75,
    "escalation_action": "pipeline",
    "escalation_target": "support_escalation",
    "output_mode": "text",
    "knowledge_sources": [],
    "available_tools": [],
    "metadata": {
      "knowledge_scope": ["kb_article", "resolved_case"],
      "retrieval_policy": {
        "item_types": ["kb_article", "resolved_case"],
        "max_security_level": "external",
        "require_approved": true
      },
      "note": "knowledge_sources is resolved at runtime to the requesting account's KB + platform KB. Empty array = full scope search."
    },
    "ownership": "platform",
    "is_system": true,
    "is_active": true
  },
  {
    "name": "Solution AI",
    "slug": "solution_ai",
    "context_template": "A support agent is working on the following case and needs your assistance:\n\nTicket: {{ticket_title}}\nCustomer issue: {{ticket_description}}\n\nConversation so far:\n{{conversation_history}}\n\nAgent question: {{user_message}}\n\nProvide practical, actionable guidance. If you can draft a suggested customer-facing response, include it under 'Suggested Response:'.",
    "is_multi_turn": true,
    "max_history_messages": 30,
    "confidence_threshold": 0.0,
    "escalation_action": null,
    "escalation_target": null,
    "output_mode": "text",
    "knowledge_sources": [],
    "available_tools": [],
    "metadata": {
      "visibility": "internal",
      "knowledge_scope": ["kb_article", "resolved_case", "code_chunk", "db_schema"],
      "retrieval_policy": {
        "item_types": ["kb_article", "resolved_case", "code_chunk", "db_schema"],
        "max_security_level": "internal",
        "require_approved": true
      },
      "note": "No escalation — this agent assists human agents. confidence_threshold=0 disables auto-escalation."
    },
    "ownership": "platform",
    "is_system": true,
    "is_active": true
  },
  {
    "name": "Case Analysis Prompt",
    "slug": "case_analysis_prompt",
    "context_template": "Analyze this resolved support ticket:\n\nTicket: {{ticket_title}}\nDescription: {{ticket_description}}\nCreated: {{created_at}}\nResolved: {{resolved_at}}\nStatus: {{status}}\nPriority: {{priority}}\n\nCustomer Conversation:\n{{conversation_history}}\n\nInternal Support Thread:\n{{internal_thread}}\n\nProduce a complete structured postmortem in the JSON format specified in your system prompt.",
    "is_multi_turn": false,
    "max_history_messages": 0,
    "confidence_threshold": 0.0,
    "escalation_action": null,
    "escalation_target": null,
    "output_mode": "json",
    "knowledge_sources": [],
    "available_tools": [],
    "metadata": {
      "requires_resolved_ticket": true,
      "includes_internal_thread": true
    },
    "ownership": "platform",
    "is_system": true,
    "is_active": true
  },
  {
    "name": "KB Generator",
    "slug": "kb_generator",
    "context_template": "Prepare the following resolved case content for KB publication:\n\n{{content}}\n\nIdentify all redactable text and produce a generalised, customer-facing version suitable for publishing as a public knowledge base article.",
    "is_multi_turn": false,
    "max_history_messages": 0,
    "confidence_threshold": 0.0,
    "escalation_action": null,
    "escalation_target": null,
    "output_mode": "json",
    "requires_review": true,
    "knowledge_sources": [],
    "available_tools": [],
    "metadata": {
      "redaction_categories": ["pii", "confidential", "account_specific", "internal_reference"],
      "auto_accept_sensitivity": ["high"]
    },
    "ownership": "platform",
    "is_system": true,
    "is_active": true
  },
  {
    "name": "CIL Codebase Assistant",
    "slug": "cil_codebase_assistant",
    "context_template": "Answer the user's question about the codebase using the retrieved chunk contracts above.\nIf the answer involves a specific function, always include: chunk_name, file_path, and what it does.",
    "model": "gpt-4o-mini",
    "temperature": 0.2,
    "max_tokens": 1500,
    "is_multi_turn": true,
    "max_history_messages": 10,
    "confidence_threshold": 0.3,
    "escalation_action": null,
    "escalation_target": null,
    "output_mode": "text",
    "knowledge_sources": [],
    "available_tools": [],
    "metadata": {
      "retrieval_policy": {
        "item_types": ["cil_chunk"],
        "vector_types": ["semantic", "contract"],
        "max_security_level": "internal",
        "require_approved": true
      }
    },
    "ownership": "platform",
    "is_system": false,
    "is_active": true
  }
]