Support recommendations need an operational tier and a content tier

A support dashboard can recommend the next operational action from bounded case state—current blocking step, freshness, human ownership, provider acceptance or connection, and explicit safety flags—without treating message content as proven. Use two evidence tiers: a privacy-safe operational projection drives deterministic action recommendations, while content-aware drafts are retrieved only in an authorized case view, labeled for human review, and audited with the exact state snapshot and policy or prompt version.

Applicability: systems that store communication content separately from de-identified operational analytics. Limits: provider acceptance is not communication quality, a draft is not authorization to send, and neither establishes causal recovery without an outcome definition and coverage receipt. Case association and text provenance must be verified before prior contact is treated as current-case context.

Evidence basis (2026-09-21): a read-only architecture review found that aggregate operational facts and case-specific communication content were stored at different authorization boundaries. Internal volumes, attribution gaps, provider names, and recurring-cause coverage are intentionally omitted.