CaseAIde
CaseAIde drafts support replies grounded in your runbooks, past cases, and indexed knowledge base — with built-in PII redaction and tone control. It does not replace your team; it speeds up the draft so your team can spend time on judgment, not keystrokes.
How it works
- Case context is assembled: title, description, customer info, linked runbooks, recent activity.
- KB retrieval: semantic search over your indexed knowledge sources + runbooks surfaces the top relevant chunks.
- PII redaction: every piece of context is redacted (emails, phones, CCs, SSNs, IPs, API keys, JWTs, addresses) before anything leaves your workspace.
- Prompt assembly: system prompt is built from the workspace's tone setting + selected reply type.
- Claude drafts streaming tokens back to the UI.
- Agent reviews and edits in the reply area. Edits don't re-invoke the model.
Tone control
Four tones, configured per workspace in /settings/caseaide:
- Direct — straight answers, no filler. Default for technical customers.
- Formal — full sentences, explicit acknowledgments. Enterprise accounts.
- Friendly — warm, conversational. Onboarding or non-technical users.
- Technical — precise, jargon-comfortable. DevOps / engineer customers.
Reply types
Pick a reply type above the textarea. Each type gets distinct prompt instructions:
- First response — acknowledge, state what you know, ask clarifying questions
- Resolution — explain the fix and next steps
- Escalation — route to L2 with the context they need
- Follow-up — check in on a prior thread
PII redaction
Two layers. The first runs unconditionally on every prompt:
- Emails, phones, credit cards (Luhn-validated)
- SSNs (area/group/serial validated)
- IPv4 (octet-validated) and IPv6
- API keys:
sk-,pk-, GitHub, AWS, Google, Slack - JWTs (three base64url segments)
- North American street addresses
Matches are replaced with stable tokens ([EMAIL], [PHONE], etc.). Overlapping matches dedupe by longest-span wins.
The second layer is optional — a Claude Haiku pass that masks personal names, company-specific identifiers, and internal hostnames. Enable it per workspace with the "LLM redaction" toggle. Tradeoff: slightly slower drafts, stronger privacy guarantees, extra token usage tracked under feature: "email_drafter_redaction".
Keyboard shortcuts
- Enter — submit draft request
- Shift+Enter — insert newline in prompt
What CaseAIde doesn't do
- Send replies automatically. Drafts land in your reply area. A human always reviews before the customer sees it.
- Invent facts. Drafts cite which runbook or KB chunk each claim came from. Unsourced claims are flagged.
- Replace your team. Agents still evaluate, edit, and decide. CaseAIde removes typing time, not judgment.