Consumer

Public assistants meet the whole internet. A customer pastes a card number into a chat window, a scripted client hammers the endpoint, and a confident wrong answer becomes a complaint. This starter sets the floor for a help surface that has to stay open to strangers.

A support team wants an assistant on the help page without turning it into a data leak or a free abuse target. Traffic arrives in bursts, so this starter holds the whole deployment to 900 requests each minute and keeps that ceiling steady across replicas.

Injection screening opens the chain at a threshold of 0.76. It decodes encoded text, normalizes unicode and looks for lookalike characters, because attackers try to rewrite refund and checkout rules. Automated traffic detection then fingerprints the user agent, forwarding header, body and model. A client above eight requests in 60 seconds is blocked. Redaction masks order, return and ticket numbers, customer and loyalty identifiers, gift card tokens and shipment references. Card handling is on, so payment data is masked instead of passed through.

A second masking pass covers internal order and customer references, session and reset tokens, gift card pins and one time codes. Named phrases such as full card number and complete purchase history export are masked in that same pass. Term rules do block harmful and fraudulent requests, including self harm, phishing kits and refund fraud. A consent token header must carry a value on every request, or the gateway refuses the call. The declared list of personal, contact, behavioral and payment categories goes into the decision record and selects nothing.

An answer must reach 120 characters, two sentences and a combined score of 0.78, with relevance at 0.80 and accuracy at 0.76. Relevance carries more weight than accuracy here. A failing answer is replaced with a short message that asks the customer to retry or to reach a person. Nothing is refused in silence, so support volume keeps moving.

Consent proof, age gating and marketing permission stay outside the gateway. This starter checks that a consent token arrived, not that consent was validly obtained. It also holds no identity check, so pair it with an authenticated surface when a session must be attributable. Child safety and unfair practice duties differ by market and need a legal review for each one.