Your agent is fine. Your documents are the problem.
Groundwork crawls your CRM, drive, help desk and chat archive, finds every contradiction and open permission, and gets one workflow genuinely ready before anything is connected. Support first, usually.
Read-only. The audit never changes anything in your systems.
Halverd, 14,200 documents and records
Sample- CRM3,860
- Shared drive6,420
- Help desk2,710
- Chat archive1,210
341 findings.
- Severity: Blocking
Three documents give three different refund windows.
refund window: 14d / 30d / case by case
- Severity: High
Seventeen documents quote the price list withdrawn in January.
17 docs → price-list-2025.pdf
- Severity: Blocking
Salary bands, shared with anyone holding the link, inside the agent's reach.
HR/Comp/2026-salary-bands.xlsx · link: anyone
11 blocking. Do not connect anything yet.
Finding 1, contradiction
Three answers to the same question.
Refunds and cancellations
From Refunds and cancellations.You can cancel your subscription at any time from Settings.
Annual plans are billed in advance.
Highlighted line: Refunds are available within 14 days of payment.
Refunds are returned to the original card.
Contact support if you were charged twice.
- Last edited by
- Priya Natarajan
- Last edited
- 2024-11-04
- Cited in support replies, last 90 days
- 38
Resolution
- Refunds and cancellationsRetired
- Halverd commercial overview v7Retired
- Support playbook: refundsApproved as current
- OwnerMara Lindqvist, support lead
- Review date2027-04-01
The agent was going to pick one of these at random. It would have been the sales deck, because it is the longest and the most confident.
Finding 2, permissions
The folder nobody remembers sharing.
- We map what the agent can reach before it is connected, not after someone sees it in a reply.
- Restricting the folder and excluding it from scope are two separate fixes. Doing only the second leaves it open to everyone else.
- Every access change is proposed to you and executed by your admin. We do not hold write access to your systems.
Most support agents are connected to a drive on a Friday and asked about salaries on a Tuesday.
Stress test
400 real tickets, before and after.
| Result | Before | After |
|---|---|---|
| Answers correct | 61% | 89% |
| Contradicted an approved answer | 22% | 2% |
| Cited a retired document | 9% | 0% |
| Surfaced something out of scope | 8% | 0% |
| Passed to a person | 0% | 9% |
| Total | 100% | 100% |
The remaining 9% are tickets the agent correctly passed to a person. That number should never be zero, and an agency promising you it will be is selling you something worse.
How we work
Five stages. Five decisions are yours.
- 01
Audit
Four systems crawled read-only. We report what we read, what we skipped and why.
- A findings list by severity
- A blocking list
You decideWhether to proceed at all.
- 02
One workflow
We sit with the support team and approve the current answer to every common question. The rest are retired.
- An approved answer set and a retirement list
- A named owner per source
You decideWhich answers are current.
- 03
Permissions
We map what the agent can reach and propose the changes. Your admin makes them.
- An access map
- A change list for your admin
You decideWhat gets restricted.
- 04
Connect and test
We wire the cleaned knowledge into whichever agent you have already chosen and run it against your historical tickets.
- A before-and-after scorecard
- A failure list
You decideWhether to go live.
- 05
Caretake
Monthly. New documents get written, old ones drift, connections break.
- New findings and a drift report
- Broken connections
You decideWhether to keep us.
Five decisions are yours. We do not pick which answer is correct, because we do not run your support team.
Pricing
Fixed fee for the audit. Retainer after that.
A fixed fee covers the crawl, the findings and the blocking list, whatever we find. Cleanup and connection are quoted from the findings, so you see the scope before you commit to it. The caretaker retainer is monthly and you can stop it whenever the mess stops coming back, which it will not.
Limits
What we do not do.
- We do not sell you an agent. You have already chosen one, or you will, and we have no preference.
- We do not decide which of your three refund policies is correct. Your team does, in a room, and we write it down.
- We do not get write access to your systems. Every change is proposed and executed by your own admin.
Salary bands, shared with anyone holding the link, inside the agent's reach.
HR/Comp/2026-salary-bands.xlsx · link: anyone
Found on day two. Before anything was connected.
Find out what the agent would have read.
A read-only audit of four systems, a findings list by severity, and a blocking list. Two weeks.
Run an audit