ELSA is your TVU support copilot in Slack. Not everything it does carries the same certainty — this page sorts every capability into three trust zones, so you always know when to act directly and when to double-check. ELSA 是 Slack 里的 TVU support 助手。它的能力并不是同一种"确定程度"——这页把所有能力分成三个信任区，让你随时知道哪些可以直接用，哪些要留个心眼。
Every synthesized answer starts with a 🟡 line; answers read straight from a system of record never do. If you see 🟡, it means: "this is ELSA's synthesized judgment, not a confirmed record — open the linked source and sanity-check before acting on a customer." No 🟡 = a direct lookup you can rely on. ELSA labels itself, so you never have to guess. 所有"综合判断"出来的回答，开头都带一行 🟡；照库直读的回答从不带。看到 🟡 就是 ELSA 在说："这是我的综合判断，不是确凿记录——点开出处链接核对一下，再对客户动手。"没有 🟡 = 直查结果，可以放心用。ELSA 会自我标注，你不需要猜。
You'll also meet two smaller marks: an ℹ️ line means the text is quoted verbatim from the linked source, and 📋 heads a digest of records. Neither is a warning — they tell you exactly where the words came from. 另有两个小标记：ℹ️ 表示内容逐字取自所附来源；📋 是记录摘要的抬头。它们不是警告——只是告诉你这些字从哪来。
These are triggered by exact patterns (a PID, a ticket number, a model name) and answered by querying the system directly — no interpretation in between. Act on these directly. 这些能力由精确格式触发（PID、工单号、产品型号），直接调系统查询返回，中间没有"理解"环节。可以直接采信。
Full 16-char PID → model, online status, firmware, ports, full warranty (verdict line first), feature count. Add "features" (or a feature name like IS+) to your question for the full entitlement list. Mis-pasted PIDs self-correct: O/I/l typos and an extra pasted character are both detected and the real device is queried. Ask "how many channels" with a PID for the Rx/Tx channel count (from the HubSpot asset record).完整 16 位 PID → 型号、在线状态、版本、端口、完整保修（结论行置顶）、功能授权数。追问带 "features/功能"（或具体 feature 名如 IS+）看完整功能清单。PID + "几路/路数/通道数" 可查接收/发送通道数（来自 HubSpot 资产记录）。PID 贴错能自纠：字母 O/I/l 误打和多贴一位都会被识别并按真实设备查询。
Per-feature license validity from TPC: start date and expiry date for every feature on the device — permanent grants marked, expired or soon-to-expire features flagged. Works as a follow-up too ("features end?" right after a PID lookup).TPC 实查每个 feature 授权的生效与到期日期——永久授权注明，已过期/将到期的标出。跟进句也行（查完 PID 后直接问"什么时候到期"）。
Live device version compared against the latest release — a deterministic comparison, not an opinion.设备当前版本 vs 最新发布版本的确定性比对，不是估计。
Note: needs the device to respond; an offline device returns its last-known state.注意：需要设备在线响应；离线设备返回最后已知状态。
Status, assignee, latest comments (older comments folded to keep it readable).状态、经办人、最新评论（旧评论自动折叠，只看最新动态）。
The repair record as filed.维修记录原样返回。
Note: RMA data currently covers the China repair center.注意：RMA 数据目前覆盖中国维修中心。
Jira version records across 35 products. Ask "last 3 LinuxR versions" for a recent-releases list, or a specific version for its full change log.35 款产品的 Jira 版本记录。发「LinuxR 最近 3 个版本」看近期版本列表，指定版本号可看完整发布说明。
Model → official link, from a maintained lookup table (links are never invented).型号 → 官方链接，走维护好的查表（链接绝不现编）。
Model (+ build) → the Clonezilla / disk-image download link, verbatim from the firmware sheet, with FTP credentials. Name a build to narrow it, or omit it to list every version on file.型号（+ build）→ Clonezilla / 刷机镜像下载链接，逐字取自固件表，含 FTP 凭证。带 build 号精确匹配，不带则列出该型号全部版本。
TVU repair center list (address / contact), filtered by the region you name.TVU 维修中心清单（地址 / 联系人），按你说的地区过滤。
PDI factory software version for pre-shipment checks.PDI 出厂软件版本，售前验机用。
Read from the product-owner directory, source cited. Accuracy = that directory's accuracy.照产品负责人对照表直读并注明来源，准确性以该表为准。
Product/component → on-call engineers' name / mobile / WeChat, from the roster Engineering maintains. Per policy P0136: urgent backend incidents only — these engineers may be paged outside business hours.产品/组件 → 值班工程师姓名 / 手机 / 微信，照工程团队维护的名单直读。按政策 P0136：仅限紧急后端事故，可在非工作时间呼叫。
Name → the products/modules they own (and on-call contacts if listed), from the engineering directory. Accuracy = that sheet's accuracy.人名 → TA 负责的产品/模块（在 on-call 名单上的还带联系方式），照研发分工表直读，准确性以该表为准。
Both directions: country/region → salesperson, and name → coverage/contact (name / coverage / email / phone), read from the Global Sales Team sheet, source cited.双向可查：国家/地区 → 销售负责人，人名 → 负责区域与联系方式（姓名 / 负责区域 / 邮箱 / 电话），照 Global Sales Team 表直读并注明来源。
Tested phones (Android/Apple), external mics, gimbals, Blackmagic capture devices and dual-camera models, read from the Anywhere compatibility sheet, source cited. The sheet lists tested devices — not listed ≠ not supported.已测试的手机（安卓/Apple）、外接麦克风、云台、Blackmagic 采集设备、双摄机型，照 Anywhere 设备适配表直读并注明来源。表收录的是已测试设备——表中没有 ≠ 不支持。
Quoted verbatim from the weekly Support summary (~16 weeks), with dates. Entries are usually email subjects — search your mailbox by them for the full text.逐字引用支持团队每周信息汇总（约 16 周），带日期。条目多为邮件主题，可据此搜邮箱看原文。
Which GM group a user email belongs to in TVU systems.查该邮箱在 TVU 系统中的 GM 权限归属。
These also end in a real system query — but ELSA first has to understand what you want and extract the right parameters. If it "gets" you, the answer is as solid as the green zone. If it doesn't, it may route to the wrong capability or miss entirely. Trust the data; if the answer feels off-target, rephrase — don't assume the data is wrong. 这些能力最终也是调真实系统查询——但 ELSA 得先理解你要什么、抽对参数。听懂了，答案和直读区一样铁；没听懂，可能路由错方向或干脆没接住。数据本身可信；答案跑偏时换个说法重问，别当成数据错了。
HubSpot asset list for a customer.HubSpot 里该客户的资产清单。
Tip: use the words "devices" or "assets" with the customer name. HubSpot asset data is global.技巧：带上"设备"或"资产"字眼 + 客户名最稳。HubSpot 资产数据覆盖全球。
Repair stats with fault-module and resolution breakdown.维修统计，含故障模块与维修方案分析。
Note: RMA statistics currently cover the China repair center only.注意：RMA 统计数据目前只覆盖中国区（中国维修中心）。
Searches Jira for matching known issues and their fix status. Your symptom gets turned into search keywords — a loose description means loose matches.反查 Jira 列出可能相关的已知问题及修复状态。你的现象会被转成搜索关键词——描述含糊，匹配就含糊。
Tip: include the exact error text or behavior; treat results as candidates to open, not verdicts.技巧：带上具体报错原文；结果当"候选工单"点开看，不当结论。
Technical specs pulled from official manuals (28 products, 50 manuals) — the source is authoritative, the extraction step is where to keep an eye.从官方手册提取技术规格（28 款产品、50 本手册）——源是权威的，"提取"这步值得多看一眼。
Tip: for contract-critical specs, open the linked manual page and confirm.技巧：写进合同/承诺客户的规格，点开手册链接确认原文。
Send a monitoring screenshot or error screen with a line of text — ELSA reads the image and matches it against the knowledge base.发监控截图或报错界面 + 一句说明，ELSA 直接读图并匹配知识库。
Tip: always add a sentence of context; a bare image gives the router nothing to grab.技巧：务必配一句文字说明，光发图路由没抓手。
ELSA pulls the logs, identifies a root cause, and files a Jira ticket (~1–3 min). The retrieval is exact; the root-cause call is analysis — check it against the cited log lines.ELSA 自动拉日志、定位根因并建 Jira 工单（约 1–3 分钟）。取日志是精确的；根因结论是分析——对照引用的日志再确认。
Here ELSA matches your question across knowledge bases (500+ checklists, 800+ KS docs, 100+ policies) and reasons over what it finds. These answers carry the 🟡 line and always cite sources. They save you real time — as a starting point, not a verdict. Open the source link before acting on a customer. 这个区 ELSA 要在多个知识库（500+ 排查清单、800+ KS 文档、100+ 政策）里匹配、再综合给出判断。这类回答带 🟡 标注、必附出处。它们确实省时间——但定位是"起点"，不是"结论"。对客户动手前，先点出处核对。
Matches your symptom against checklists + KS docs (Chinese docs come with English translations).拿你的现象去匹配排查清单 + KS 文档（中文文档配英文翻译）。
Tip: specificity is everything — include the model, whether there's input, and the exact error message.技巧：具体度决定命中率——带上型号、有无输入信号、具体报错。
Searches 100+ Support policies. The text it quotes is verbatim with a policy ID — but which policy matches your case is a judgment call.检索 100+ 条 Support 政策。引用的政策原文是逐字的、带编号——但"哪条政策适用你的情况"是判断。
Tip: before quoting a policy to a customer, open the cited policy and read it in full.技巧：把政策口径给客户之前，点开引用的那条政策通读一遍。
Questions unrelated to TVU products: ELSA says so plainly instead of guessing, and points you back to what it's rock-solid at. An honest "I don't know" here is by design.与 TVU 产品无关的问题：ELSA 会坦白说超出范围、不瞎编，并把你指回它铁准的能力。这里的"我不知道"是有意设计，不是故障。
What to type → what you get → how much to trust it. 输入什么 → 得到什么 → 信到什么程度。
| You type你输入 | You get你得到 | Trust信任级 |
|---|---|---|
2E2B1AA285E81D01 | device info, status, warranty, flags设备信息、状态、保修、权限 | 🟢 |
2E2B1AA285E81D01 how many channels?2E2B1AA285E81D01 是几路的? | Rx/Tx channel count (HubSpot asset)接收/发送通道数（HubSpot 资产） | 🟢 |
<PID> features<PID> 功能清单 | full feature entitlement list完整功能授权清单 | 🟢 |
<PID> features expire?<PID> 什么时候到期 | per-feature license start/expiry dates每个 feature 授权的起止日期 | 🟢 |
Is <PID> on the latest version?<PID> 是不是最新版本 | version comparison verdict版本比对结论 | 🟢 |
FB-4451 | Jira ticket status & commentsJira 工单状态与评论 | 🟢 |
RMA12345 | RMA recordRMA 记录 | 🟢 |
Producer latest release notesProducer 最新版本 | latest release notes最新发布说明 | 🟢 |
last 3 LinuxR versionsLinuxR 最近 3 个版本 | recent releases list近期版本列表 | 🟢 |
TM1100 manual / datasheetTM1100 手册 / 彩页 | official doc links官方文档链接 | 🟢 |
flash image for TM1000v2 6580V2背包 6580 的刷镜像文件 | image download link + FTP刷机镜像下载链接 + FTP | 🟢 |
TVU repair center in the US美国的维修中心 | repair center address/contact维修中心地址/联系人 | 🟢 |
Who is the PM of X?X 的产品经理是谁 | owner directory entry负责人对照表条目 | 🟢 |
X backend incident, who's on call?X 后端事故 on-call 是谁 | on-call engineer contacts (P0136)值班工程师联系方式（P0136） | 🟢 |
Who is Eason / which module?Eason 负责哪个模块 | engineer's products/modules研发分工表反查 | 🟢 |
Sales rep for Serbia? / Who is Johnny Ha?塞尔维亚的销售是谁 / Johnny Ha 负责哪个区域 | regional sales owner, both directions (name/coverage/email/phone)区域销售负责人，双向可查（姓名/负责区域/邮箱/电话） | 🟢 |
Which phones work with Anywhere?适配 Anywhere 的手机型号 | tested-device compatibility cards (phones/mics/gimbals)已测试设备适配卡（手机/麦克风/云台等） | 🟢 |
recent patches for 8421?最近 8421 有什么补丁 | weekly-summary quotes, dated周报逐字引用，带日期 | 🟢 |
all devices of <customer>XX客户 的所有设备 | HubSpot asset listHubSpot 资产清单 | 🔵 |
<customer> RMA statsXX客户 RMA 统计 | repair statistics维修统计 | 🔵 |
<symptom> — known bug?<现象> 是不是已知 bug | candidate Jira issues候选 Jira 工单 | 🔵 |
TM1100 video formatsTM1100 视频制式 | specs from manuals手册规格提取 | 🔵 |
| [screenshot] + context[截图] + 一句说明 | image-based diagnosis读图诊断 | 🔵 |
video freezing during live | matched checklists + KS docs匹配的排查清单 + KS 文档 | 🟠 |
warranty policy on demo units?保外设备可以免费维修吗 | policy excerpts + IDs政策原文摘录 + 编号 | 🟠 |
"TM1100 no video output on SDI 1, input LED is green" will outperform "device has a video problem" every single time. Model + exact error text + what you've observed = best match."TM1100 SDI 1 无视频输出，输入灯是绿的"永远比"设备视频有问题"命中率高。型号 + 报错原文 + 你观察到的现象 = 最佳匹配。
After a PID lookup you can just ask "when does its warranty expire?" — ELSA carries the device over. No need to re-paste the PID.查完 PID 后直接追问"那它保修到什么时候"即可——ELSA 会继承上一轮的设备号，不用重贴 PID。
Ask in English, get answers in English — including checklists originally written in Chinese (they have English translations).中文问得中文，英文问得英文——中文排查清单也有英文翻译版。
Found an answer ELSA didn't have? Send teach ELSA: <the answer> (or a Google Doc link). It's filed into the knowledge base and reviewed by the ELSA Knowledge Task Force — once approved, the whole team gets it, and that question never goes unanswered again.查到了 ELSA 不会的答案？发 投喂ELSA：你的答案（也可以发 Google Doc 链接）。会进知识补录表、经填坑特战队审核确认后全团队都能查到——你补的一条，从此这个问题不再无解。
When the quick lookup does NOT return a certain answer — a synthesized analysis, nothing found, or out of coverage — the answer carries a 🔍 Deep analysis button. Click it and ELSA spends ~1-3 minutes cross-searching all knowledge sources and returns a 🟡 cited synthesis in the thread. It shines on cases like a mistyped PID the lookup couldn't find. When a direct lookup already returned valid data, the button is not shown — that answer is already authoritative; to force an independent recheck, post @ELSA deep analysis in the thread. Mid-discussion in a channel the same summon works too: ELSA reads the whole thread first.当快速查询没有给出确定答案时（综合分析、没查到、超出覆盖范围），回答下会出现 🔍 深度分析 按钮：点它，ELSA 花约 1-3 分钟交叉翻遍全部知识源，在原消息下回一份🟡带出处的综合分析。PID 抄错查不到这类情况它尤其擅长。直查已给出有效数据时不再显示按钮——那已经是权威答案；想强制独立复核，在 thread 里发 @ELSA 深度分析 即可。频道里讨论到一半也可以同样召唤，它会先读完整个 thread 再带着上下文去查。
👍 = this landed. 🙁 = didn't help (logged and queued to be fixed — you'll get a DM when it's resolved). On uncertain answers, ✒️ Help ELSA improve appears: write the correct answer if you have it, or just flag what's off. The ✒️ sticks around — come back and fill it whenever you learn the answer. None of them block your next question.👍 = 答对了。🙁 = 没帮上（会被记录、安排补齐——修好后 ELSA 私信告诉你）。不确定的回答下还会出现 ✒️「帮 ELSA 补个更准的」：有答案就写答案，没答案说说哪里不对也行。✒️ 会一直留着——以后什么时候问到了答案，回来点它补上就行。三个按钮都不挡你继续提问。
Type help for the full capability list, leaderboard for this week's feedback contributors, usage stats for per-feature confidence based on recent ratings.发 帮助 看完整能力清单，反馈榜单 看本周贡献榜，使用统计 看各功能近期评价与置信度。