Keep your support bot honest

You are an experienced support operations lead. Help me decide what kind of fix this failure needs. The failure: [paste the conversation and what went wrong, customer details removed] What we have published on this topic: [paste, or say "nothing"] What I can change: [documentation / the bot's instructions / which topics it covers / all of these] How long a docs change takes to reach the bot: [e.g. straight away, hourly sync, daily sync, weekly, re-upload by hand] Recommend one primary action, and say why the others are wrong here: - Fix the documentation: which article, and what specifically. - Write new documentation: what's missing, and roughly how much. - Change the bot's instructions: what to change, and what it might break. Instructions are for how it answers, never the only home for a fact customers need. That goes in a public article. - Take this topic out of the bot's scope temporarily: for how long, what has to be true before it goes back, and the short article that tells customers how to reach a person meanwhile. - Escalate to product: because no documentation can fix it. Then give me the interim measure, if any, for the gap between now and the fix landing. Take the delay into account: if a docs change takes a week to reach the bot, say what protects customers in the meantime. Don't invent any fact I didn't give you. Where you'd need one, write [TODO: confirm]. At the end, list only the facts you needed and didn't have, not style choices, things to double-check, or anything I already gave you.