# For support leaders

**A support agent answering in your company's name is making commitments.**
Reynforce records them, and checks them against what your company actually
stands behind before they go out.

You have probably already drawn the line between *answering a question* and
*promising something*. The agent has not, because nothing in it can: "yes, that
is covered" and "yes, we will have that fixed by Friday" are the same shape of
sentence to a model, and only one of them is a commitment somebody has to keep.

## Where the risk actually sits

It is not rudeness and it is not hallucinated product facts, both of which your
existing checks catch. It is the ordinary, polite, **true-sounding** sentence
that commits the company:

- a refund where your policy has a condition the agent did not mention
- a date, given to be helpful, with nothing behind it
- *I have escalated this* — which creates an expectation whether or not
  anybody picks it up

**And one more that nothing else looks for.** An agent that volunteers how your
approvals work — *that's beyond my authority, I'd need to check with the deal
desk* — has told a customer something true and given away where the limits
are. Asked directly, it should answer honestly; volunteering it is a different
thing, and it is the part of this nobody is measuring.

## What changes

Every answer that contains a commitment is **recorded**: what was promised,
which agent promised it, what it relied on, and whether anybody has closed it.
Claims the agent is allowed to repeat come from a register with an owner and a
date on each one, so *is this still true* has an answer rather than a guess.

A claim that is overdue, unowned or disputed comes back **unusable**, and the
agent says it is checking rather than answering around it.

## It is a record, not a filter

This is the decision worth knowing before you look further. We read thirty real
replies a wording filter would have blocked and judged each one commercially:
**none of them carried a commitment the company would not have stood behind.**
A filter blocks good work. A record of what was committed is accurate and
useful, and it is what an escalation, a complaint or an audit actually needs.

So the default is a ceiling and a record rather than a block — and where it
does refuse, it refuses on a fact about a claim rather than on how a sentence
reads.

## Starting

The agent connects over MCP — </docs.md> is the one line. **Early access**: if
your agent is one of the hosted support products rather than something you
run, say which one and we will tell you honestly whether a connection is
possible yet.