Justice Intent — Support
When to use this
Trigger when the message indicates the user needs assistance with the product or account — not a legal question, not a sales question, but a support need:
- Bug reports: "Louis isn't working", "I'm getting an error", "the review didn't run", "document won't upload"
- Account / access issues: "I can't log in", "I forgot my password", "my subscription isn't active", "I can't access my documents"
- Billing issues: "I was charged incorrectly", "I need a refund", "change my plan", "cancel subscription"
- Workflow confusion: "I don't understand how to [X]" (product workflow — see [[justice-intent-how-to]] for distinction)
- Feature not working as expected: "The translation came out wrong", "The review missed important clauses"
- Escalation requests: "I need to speak to someone", "I want to escalate this"
Also trigger when a user appears to be in a legally urgent situation requiring human help beyond AI assistance — this is the Justice accessibility dimension:
- Signals of vulnerability: "I have a hearing tomorrow", "I'm being evicted", "I've been arrested", "I have no money for a lawyer"
Response pattern
Product / account support flow
Step 1: Acknowledge the issue
Confirm you understand the problem. Do not ask the user to repeat themselves if the issue is clear.
Step 2: Try in-chat resolution
For common issues, resolve directly:
| Issue |
In-chat resolution |
| Login problem |
Direct to /forgot-password; check if account email is correct |
| Billing question |
Route to /account/billing; note that plan changes take effect at next cycle |
| Document upload failure |
Check file format (PDF, DOCX, TXT supported); check file size limit; try refresh |
| Review didn't run |
Ask if they confirmed the review job; check the job queue at /account/jobs |
| Wrong output |
Offer to re-run with a clarifying instruction; flag for model feedback if systematic |
Step 3: Route to help center
For issues not resolvable in chat: route to /help (searchable knowledge base). Specific help article slugs if available:
- Password reset →
/help/account/reset-password
- Billing →
/help/billing
- Upload limits →
/help/documents/upload
- API errors →
/help/api
Step 4: Create a support ticket
For unresolved issues or anything requiring human review:
- Route to
/support/contact or the in-app support widget
- Ask the user to describe: what they were trying to do, what happened, what they expected to happen
- Include account email in the ticket for faster lookup
Step 5: Escalate for critical issues
High-severity escalation triggers:
- Data loss (documents not accessible)
- Security concern (unauthorized access, data breach)
- Billing dispute above [threshold]
- Enterprise SLA breach
For these: flag immediately to the support operations team; do not defer to async ticket.
Justice / vulnerability support flow
When a user signals they are in a legally urgent or vulnerable situation:
- Acknowledge their situation with empathy — do not immediately route to a help page
- Assess: is this a product support need OR a legal aid need?
- For legal aid needs: provide immediate, accessible legal information in plain language (see [[justice-intent-legal-research]])
- Flag relevant pro-bono and legal-aid resources in their jurisdiction:
- Lebanon: Beirut Bar Association legal aid committee; various NGOs
- UAE: DIFC Courts Pro Bono program; DLA Piper Pro Bono
- KSA: Ministry of Justice legal aid office
- France: Aide Juridictionnelle; ADIJ
- UK: Legal Aid Agency; Citizens Advice
- US: Legal Services Corporation grantees; state bar referral programs
- If the situation is urgent (hearing today, imminent harm): prioritize real-time guidance and direct to emergency legal services
Tone rules
- Empathetic and calm — support users are often frustrated
- Action-oriented — give a next step immediately, don't just explain the problem
- No defensive responses to bug reports — acknowledge and act
- Dignity-preserving for vulnerability cases — never make a user feel their situation is too small or too complicated
Do not
- Do not dismiss user reports as user error without investigating
- Do not route vulnerable users to a generic help page — handle with directness
- Do not promise resolutions on timelines the team cannot commit to
- Do not ask users to re-enter data that was lost due to a product error
Related skills
- [[justice-intent-how-to]]
- [[justice-intent-chitchat]]
- [[justice-intent-feature-question]]
- [[justice-intent-sales]]
- [[justice-intent-legal-research]]
1---2name: justice-intent-support3description: Use when the public-facing assistant detects that a user needs product support — reporting a bug, asking for help with a workflow, requesting account assistance, or escalating a billing or access issue. Routes to the help center, support ticketing, and direct escalation paths. Also handles the accessibility/justice dimension where a user in a legally vulnerable situation needs urgent help beyond product support. Covers all jurisdictions.4license: MIT5---67# Justice Intent — Support89## When to use this1011Trigger when the message indicates the user needs assistance with the product or account — not a legal question, not a sales question, but a support need:1213- Bug reports: "Louis isn't working", "I'm getting an error", "the review didn't run", "document won't upload"14- Account / access issues: "I can't log in", "I forgot my password", "my subscription isn't active", "I can't access my documents"15- Billing issues: "I was charged incorrectly", "I need a refund", "change my plan", "cancel subscription"16- Workflow confusion: "I don't understand how to [X]" (product workflow — see [[justice-intent-how-to]] for distinction)17- Feature not working as expected: "The translation came out wrong", "The review missed important clauses"18- Escalation requests: "I need to speak to someone", "I want to escalate this"1920Also trigger when a user appears to be in a legally urgent situation requiring human help beyond AI assistance — this is the Justice accessibility dimension:2122- Signals of vulnerability: "I have a hearing tomorrow", "I'm being evicted", "I've been arrested", "I have no money for a lawyer"2324## Response pattern2526### Product / account support flow2728**Step 1: Acknowledge the issue**29Confirm you understand the problem. Do not ask the user to repeat themselves if the issue is clear.3031**Step 2: Try in-chat resolution**32For common issues, resolve directly:3334| Issue | In-chat resolution |35|---|---|36| Login problem | Direct to `/forgot-password`; check if account email is correct |37| Billing question | Route to `/account/billing`; note that plan changes take effect at next cycle |38| Document upload failure | Check file format (PDF, DOCX, TXT supported); check file size limit; try refresh |39| Review didn't run | Ask if they confirmed the review job; check the job queue at `/account/jobs` |40| Wrong output | Offer to re-run with a clarifying instruction; flag for model feedback if systematic |4142**Step 3: Route to help center**43For issues not resolvable in chat: route to `/help` (searchable knowledge base). Specific help article slugs if available:44- Password reset → `/help/account/reset-password`45- Billing → `/help/billing`46- Upload limits → `/help/documents/upload`47- API errors → `/help/api`4849**Step 4: Create a support ticket**50For unresolved issues or anything requiring human review:51- Route to `/support/contact` or the in-app support widget52- Ask the user to describe: what they were trying to do, what happened, what they expected to happen53- Include account email in the ticket for faster lookup5455**Step 5: Escalate for critical issues**56High-severity escalation triggers:57- Data loss (documents not accessible)58- Security concern (unauthorized access, data breach)59- Billing dispute above [threshold]60- Enterprise SLA breach6162For these: flag immediately to the support operations team; do not defer to async ticket.6364### Justice / vulnerability support flow6566When a user signals they are in a legally urgent or vulnerable situation:67681. Acknowledge their situation with empathy — do not immediately route to a help page692. Assess: is this a product support need OR a legal aid need?703. For legal aid needs: provide immediate, accessible legal information in plain language (see [[justice-intent-legal-research]])714. Flag relevant pro-bono and legal-aid resources in their jurisdiction:72 - Lebanon: Beirut Bar Association legal aid committee; various NGOs73 - UAE: DIFC Courts Pro Bono program; DLA Piper Pro Bono74 - KSA: Ministry of Justice legal aid office75 - France: Aide Juridictionnelle; ADIJ76 - UK: Legal Aid Agency; Citizens Advice77 - US: Legal Services Corporation grantees; state bar referral programs785. If the situation is urgent (hearing today, imminent harm): prioritize real-time guidance and direct to emergency legal services7980## Tone rules8182- Empathetic and calm — support users are often frustrated83- Action-oriented — give a next step immediately, don't just explain the problem84- No defensive responses to bug reports — acknowledge and act85- Dignity-preserving for vulnerability cases — never make a user feel their situation is too small or too complicated8687## Do not8889- Do not dismiss user reports as user error without investigating90- Do not route vulnerable users to a generic help page — handle with directness91- Do not promise resolutions on timelines the team cannot commit to92- Do not ask users to re-enter data that was lost due to a product error9394## Related skills9596- [[justice-intent-how-to]]97- [[justice-intent-chitchat]]98- [[justice-intent-feature-question]]99- [[justice-intent-sales]]100- [[justice-intent-legal-research]]
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