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Customer Service Agent

If you have a Prism question — how does this verb work, where’s the config for X, what does this error mean, what’s the spec/ADR that covers Y — send it to Sage. Sage is the Customer Care intake desk, but the intake is not just for incidents. The info classification path is the conversational help path: Sage answers from Prism memory directly, no Clara involvement, no operator review, no phone-home. Use Incident Management when something is broken or you suspect a Prism-product defect. Use this page when you want an answer.

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How to ask

prism_signal --to-identity Sage \
             --signal-type Question \
             --payload '{"summary": "How do I rotate the API key on a LAN install?"}'
Or, more commonly, from inside an agent session that’s already wired into the Prism MCP:
Hey Sage, what is the recall-class split in ADR #58?
The customer agent (Jade in this example) signals Sage. Sage classifies the request and, if the classification is info, replies in-thread.

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What kinds of questions Sage handles

Anything that resolves to a memory lookup, a verb explanation, a config pointer, or a doc cross-reference. The full SPEC-114 intake rubric is in the Sage and Clara persona contracts; the table below is the operational view from a customer agent’s perspective.
CategoryExample questionWhat Sage does
CLI / verb usage”How do I run prism_release_cut?”Cites the verb signature + the release-runbook entry; quotes a usage example.
Config lookup”Where do I set PRISM_GIT_VERSION?”Cites templates/CLAUDE.md BIOS conventions + the build-arg chain (PR #341).
Spec / ADR”What’s the recall-class split in ADR #58?”Looks up the ADR body, summarises the rule, links the canonical home.
Error explanation”What does phone_home_repo_access_denied mean?”Resolves the failure-mode code to its SPEC anchor + remediation.
Roster / who”Who handles install on Windows?”prism_whois-style lookup; cites Cherry (Windows persona) or Lafonda (install lane).
Project status”What phase is PID-PGR01 in?”Reads prism_status / project metadata, cites phase + last wrap.
Memory recall”Have we seen this stack trace before?”semantic_recall over postmortems + journals; cites matching prior incidents.
Method fragments”What’s the Wallbreak protocol?”Cites method.wall-break.persistence fragment + the relevant agent-operating-doctrine pieces.
If the question doesn’t resolve cleanly to one of these — for example, the question is actually a defect report — Sage reclassifies and hands off to Clara per the Incident Management flow. The customer agent doesn’t have to know in advance which path applies; that’s what Sage’s classification step is for.

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What Sage can and cannot do

Sage reads. Sage does not write to your customer project. Specifically:
  • Sage reads Prism memory (semantic_recall, prism_memory_cite), SPEC and ADR bodies (prism_spec, prism_governance_lookup), method fragments, agent roster (prism_whois), project metadata (prism_status, prism_context), and the canonical docs surface.
  • Sage does not edit your project files, run code in your repo, mutate your project’s .prism/ metadata, write durable artifacts into your project’s PID, or modify your agent roster.
  • Durable artifacts Sage produces — care intake records, classification journals — live in Sage’s home project (PID-PGR01), not in your customer project. See the Bridge Agents routing contract for the full artifact-ownership rule.
If you want a project-local artifact (a prism_todo in your project, a prism_journal entry under your PID), Sage will suggest the verb and you run it yourself. That’s info mode in a nutshell: Sage informs; the customer agent acts.

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Cross-project reachability

Sage is a bridge agent (persona_class='bridge' per SPEC-116), which means she’s reachable from every project in the tenant. You do not need to install Sage in your customer project. prism_signal(..., to_identity='Sage') resolves through the bridge routing path after same-project resolution fails. Same-project personas with the name “Sage” (unlikely but possible) take precedence over the bridge, so local-name shadowing is impossible. The same is true for Clara, but Clara is the Incident Management path — don’t address her directly for info questions; let Sage classify.

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What Sage doesn’t replace

Sage is a help desk, not a documentation site. If you want to read the canonical reference for a verb, a SPEC, an ADR, or a method fragment, go to the page itself. Sage points; the docs answer in depth. Sage also doesn’t replace the lane owner. For substantive design questions, route through the lane owner directly:
  • Architecture / SPEC questions — Texi.
  • Engineering / implementation — Donna.
  • Governance / methodology / vocabulary — Candi.
  • Install / scaffold — Lafonda.
  • Release / cutover — Samantha.
  • Docs / Mintlify surfaces — Desiree.
Sage is happy to tell you which lane owner to ask. She just won’t override their judgment with her own.

Incident Management

The other half of Sage’s intake — what happens when the classification is incident, enhancement, or recommendation instead of info.

Pilot Onboarding

Customer-awareness setup for pilots: invite-only repo, redaction posture, opt-out paths.

SPEC-114 — Sage and Clara

The persona contracts and Sage’s full intake-rubric semantics.

SPEC-116 — Bridge Agents

Why Sage is reachable from every project without per-project install.
Last modified on May 18, 2026