This section shows how Notion AI can support agents and supervisors without replacing judgment. AI should help summarize, classify, draft, and review. Sensitive decisions involving billing, warranty, refunds, service restriction, clinical impact, or equipment safety still require human review.

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Human review required

AI output must be reviewed by a person for decisions involving billing exceptions, warranty eligibility, refunds, service restriction, clinical impact, and equipment safety.

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Notion AI Prompt Blocks

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1) SOP Quick Summary Prompt

Prompt: Summarize this SOP into a 5-step quick action checklist for a Tier 1 support agent. Keep it accurate, direct, and safe for healthcare equipment support.

Use case: Agents use this when they need a quick version of a long SOP during ticket handling.

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2) Ticket-to-SOP Matching Prompt

Prompt: Based on this ticket summary, identify the most relevant FincareAid SOP, likely Zendesk tags, SLA priority, and whether the ticket should be escalated. Do not invent policies. Use only the hub content.

Use case: Agents use this to reduce classification errors before replying to customers.

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3) Recurring Issue Review Prompt

Prompt: Review this week’s recurring issue entries. Group similar issues, identify the top 3 operational risks, and recommend one documentation update, one automation update, and one team coaching topic.

Use case: Supervisors use this during weekly operations review.

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4) QA Coaching Notes Prompt

Prompt: Turn this coaching note into a clear, kind, specific coaching message for the agent. Include what they did well, what needs improvement, and what they should do next time.

Use case: Supervisors use this to make QA feedback more useful and less vague.

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5) Macro Improvement Prompt

Prompt: Rewrite this macro so it is clear, calm, professional, and appropriate for hospitals, labs, and medical professionals. Keep the message concise and avoid blame.

Use case: Support ops uses this when improving customer-facing replies.

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Suggested Notion Buttons

These are suggested buttons or template ideas (create them manually in Notion Buttons if desired):

• New SOP: Creates a new SOP page using the standard SOP structure and adds it to the SOP Database.
• New Troubleshooting Entry: Creates a new troubleshooting entry using the standard entry format and links it to the Troubleshooting Database.
• Log Recurring Issue: Creates a new Recurring Issues Log entry with Date Noticed, Pattern, Frequency, Tag, Owner, and recommended action.
• New QA Review: Creates a new Quality Review entry with Ticket ID, agent name, score, category, coaching note, and follow-up flag.
• Weekly Metrics Update: Creates a new Weekly Metrics entry for the current week with the standard fields.
• New Macro Draft: Creates a new Macro entry with channel, use case, and tone, ready for review.
• New Escalation Review: Creates a lightweight page for a supervisor to review a high-risk escalation (P1, warranty dispute, refund request), capturing decision, owner, and next steps.