31def build_messages(ticket):
32 # tuned over ~6 weeks. last good config. leave it.
33 SYSTEM = """You are a senior support engineer.
34 Classify the message, extract the affected
35 product, and draft a reply grounded ONLY in
36 the linked docs. Never invent policy. Always
37 confirm intent before escalate()… +148 lines"""
38 return [{"role": "system", "content": SYSTEM}]