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Core Concepts

This page explains how Jardine makes day-to-day decisions. If your team understands these concepts, setup is easier and troubleshooting is faster.

By the end, you should understand:

  1. Where tickets are coming from.
  2. What Jardine is allowed to say (and not say).
  3. When Jardine should escalate to a human.
  4. When to use connectors for live account data.
  5. How your team should run daily operations.
  6. Why drafts and auto-send are two different modes.

1. Where tickets come from

Customer tickets come in through Intercom, Zendesk, or shared inbox email. If ticket delivery is broken at this layer, everything else will look broken too.

That is why channel setup is always the first thing to verify.

2. What Jardine is allowed to say

Jardine uses two libraries:

  1. Knowledge Library: product facts, feature details, and FAQ-type information.
  2. Operations Library: response boundaries, support policy, and escalation rules.

A simple way to think about it:

Knowledge is "what is true." Operations is "how we should respond."

3. When Jardine should escalate

Routing decides who handles each case: Jardine or a human. Sensitive, risky, or unclear tickets should escalate by design.

This is not a failure. It is controlled support behavior.

4. When live account data is needed

Connectors are useful when an answer depends on customer-specific account data. If your docs are enough to answer safely, keep things simple and skip connectors.

When you do use connectors, keep access scoped and intentional.

5. How the team runs daily work

These three surfaces help your team stay in control:

  1. Conversations: see incoming threads, ownership, and current state.
  2. Control Center: track open items and overdue work.
  3. Chat with Jardine: run follow-up actions and resolve operational tasks faster.

6. Drafts vs auto-send

These two modes exist for different stages of rollout:

  1. Generate AI Drafts: Jardine drafts replies for team review.
  2. Auto-send AI Replies: Jardine sends replies automatically.

Most teams should start with drafts, validate quality, then enable auto-send for stable categories.

Next Step

Read What You Can Connect.