Dorset Support

Customer operations

Inbox

Prioritise, assign and resolve website conversations.

Available Pilot environment

Dorset Care bot Draft changes No published version

Identity and behaviour

Bot settings

Admin only

Bot name Voice and tone Minimum answer confidence Bot answers customers Collect contact details before handoff When no approved answer matches Human handoff message

Changes do not reach customers until published.

Conversation logic

Decision flow

Controlled

Approved answers

Knowledge rules

0 rules

Draft editor

FAQ answer

Rule Intent Customer phrasesSeparate phrases with commas. Use the wording customers actually type. Approved answer

Publish after testing.

Always hand off

Sensitive topics

Safety editor

Guardrail

Human review

Topic Trigger phrases Action Customer message Guardrail active

Test the wording before publishing.

Safe test environment

Test a customer message

Does not message customers

Decision evidence

Result and trace

Customer-facing changes

Published versions

Governance

Control summary

Recent actions

Audit trail

Product standard

Benchmark coverage

Dorset Care pilot

Launch readiness

Operational UI is being hardened first. Infrastructure, privacy and alerting remain launch gates.

Not ready for public data

Required before go-live

Release gates

Architecture decision

Recommended production stack

LoginAWS Cognito, MFA and role-based access

ApplicationPrivate API service behind HTTPS

DatabaseManaged PostgreSQL with backups

FilesPrivate S3, signed links and malware scanning

AlertsEmail plus staff channel notifications

MonitoringErrors, latency, queue age and audit retention