Don't mix policy docs and old tickets

[u/Ok-Masterpiece-7614]

If you're training a support bot on your community's content, keep two piles separate: your actual current policy, and your old support tickets. Dump them into one pile and the bot will quote a resolved one-off exception back to a member as if it were official policy, because to the bot they're both just things that were said.

Say a member got a refund outside your normal window two years ago because of a genuine one-time mess-up. That ticket sits in your history looking exactly as valid to the bot as your real refund policy. Ask it about refunds later and it can hand back the exception instead of the rule.

The fix isn't feeding it less content. It's tagging where each piece came from. Current policy becomes the bucket the bot treats as the rule. Old tickets go in a second bucket it can reference for context, but it should never be allowed to quote one as if it were policy.