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. Theinfo 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.
How to ask
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.
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.
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.
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.
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.
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.
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.
Related
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.