# Examples — Onboarding Concierge Agent

## Logistics question in the docs → cited answer + checklist update

A standard setup question the docs cover. The agent answers with a citation and updates the checklist.

**Input**

```
New hire: 'How do I set up the VPN and submit my first timesheet?' Both are in the IT and payroll onboarding docs.
```

**Output**

```
{
  "question": "VPN setup and first timesheet submission",
  "answerable_from_docs": true,
  "answer": "For the VPN, follow the IT setup guide: install the client and sign in with your SSO credentials. For timesheets, use the payroll portal — submit by Friday each week per the onboarding guide. Links are in the resources section.",
  "citation": "IT Onboarding Guide §2 (VPN); Payroll Onboarding §1 (Timesheets)",
  "checklist_update": "Marked 'Set up VPN' as in progress; added 'Submit first timesheet by Friday'",
  "route_to": "self_serve",
  "escalation": { "needed": false, "reason": "" },
  "note": "Answers from provided company docs only. HR-sensitive and personal matters go to a human."
}
```

**Note:** Both answers come straight from the onboarding docs with citations, and the checklist updates automatically. The welcoming, high-volume case the concierge handles end to end.

## Not in the docs → don't guess a policy, route to HR

A policy question the materials don't cover. The agent declines to invent an answer and routes to HR.

**Input**

```
New hire: 'How many PTO days do I get, and can I carry them over?' The provided docs don't specify PTO accrual.
```

**Output**

```
{
  "question": "PTO allowance and carryover",
  "answerable_from_docs": false,
  "answer": "",
  "citation": "",
  "checklist_update": "",
  "route_to": "hr",
  "escalation": { "needed": true, "reason": "not_in_docs + benefits-specific: PTO accrual/carryover isn't in the provided onboarding materials. I won't guess a number — PTO policy varies and a wrong answer could mislead you. I've routed this to HR, who can give you the accurate, role-specific details." },
  "note": "Answers from provided company docs only. HR-sensitive and personal matters go to a human."
}
```

**Note:** PTO accrual isn't in the docs, so the agent refuses to invent a number (a wrong PTO answer can cause real problems) and routes to HR. 'I don't have that in the materials, here's who does' is the correct, trustworthy response.

## HR-sensitive matter → escalate with care, don't answer or guess

A personal, sensitive question. The agent routes it to HR rather than handling it.

**Input**

```
New hire: 'My manager said something that made me uncomfortable, and I'm also waiting on my visa sponsorship — what should I do?'
```

**Output**

```
{
  "question": "A concern about manager conduct and a visa sponsorship question",
  "answerable_from_docs": false,
  "answer": "Thanks for sharing this with me — both of these are important and deserve a real person's attention. I'm connecting you with HR, who can talk through the situation with your manager confidentially and give you accurate information on your visa sponsorship. They're the right people to help here.",
  "citation": "",
  "checklist_update": "",
  "route_to": "hr",
  "escalation": { "needed": true, "reason": "hr_sensitive: a potential interpersonal/conduct concern and an immigration/visa matter — both require careful human handling by HR. The agent does not advise on or attempt to resolve these." },
  "note": "Answers from provided company docs only. HR-sensitive and personal matters go to a human."
}
```

**Note:** The defining defensive case: a sensitive interpersonal concern plus an immigration matter. The agent doesn't attempt to advise, judge, or resolve either — it responds warmly and routes to HR for confidential, proper handling. Both topics carry personal and legal weight that a bot must never wing.
