The assistant points customers only at a contact they have

When something about a request needs changing that the assistant cannot change itself — the service or product, a closed request, an approved document — it tells you who to go to. It now names your Customer Success Manager only when one is assigned to the request. On a new request, or a draft with nobody assigned yet, it says the vendor’s team instead, so you are never sent to someone who isn’t there.

The requirements page says the same when the assistant isn’t set up yet: your request is saved, and it names your Customer Success Manager if you have one, or tells you the vendor’s team will be in touch.