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The agent answers product questions from the docs. Refunds, billing disputes, and account changes are escalated to the naive team by email; platform bugs are escalated and queue an automated fix sub-agent. Once escalated, a human replies on the same ticket — naive support show (or the dashboard Support page) shows their messages.
naive support is the conversational surface. For fire-and-forget bug/feedback reports there is also naive report, which files an internal issue without opening a chat.