Define Hierarchy
The hierarchy is the backbone of your context engineering project. It organizes your domain into a clear structure that enables AI to navigate and find the right guidance.
The Three Levels
Workstream (Broad Area)
└── Contact Driver (Category)
└── Scenario (Specific Situation)
Workstreams
The highest level. Represents broad operational areas.
Examples:
- Customer Support Chat
- Sales Inquiries
- HR Questions
- IT Help Desk
Categories within a workstream. Represents the main reasons someone reaches out.
Examples under “Customer Support”:
- Order Issues
- Account Problems
- Billing Questions
- Product Returns
Scenarios
Specific situations within a contact driver. The most granular level.
Examples under “Order Issues”:
- Cancel Order
- Modify Order
- Track Shipment
- Report Missing Items
Why Structure Matters
A good hierarchy provides:
Scalability
- Add new scenarios without chaos
- Grow from 10 to 1000 scenarios manageably
- Multiple team members can work independently
Clarity
- Everyone knows where things belong
- No confusion about which guide applies
- Easy to identify gaps
AI Navigation
- AI can quickly narrow down to the right scenario
- Clear path from broad to specific
- Consistent responses across situations
Two Approaches
1. Mirror the Client’s Structure
If the client already has categories, queues, or organizational structures:
Pros:
- Familiar to existing team
- Matches current workflows
- Easier adoption
Cons:
- May inherit suboptimal structure
- Legacy categories may not fit AI well
2. Design Optimal Structure
Start fresh based on the knowledge gathered:
Pros:
- Optimized for AI
- Clean, logical organization
- No legacy baggage
Cons:
- Requires more upfront analysis
- May differ from existing processes
There’s no wrong choice. Pick the approach that works for your situation. You can always refine the structure later.
Designing Your Hierarchy
Start with Outcomes
Ask: “What is someone trying to accomplish?”
Instead of organizing by department or system, organize by user goals:
❌ Organized by system:
- Shopify Issues
- Zendesk Issues
- Payment Gateway Issues
✅ Organized by goal:
- Order Management
- Account Access
- Payment Problems
Keep It Balanced
Aim for similar depth across the hierarchy:
❌ Unbalanced:
- Workstream A
- 2 contact drivers
- 5 scenarios each
- Workstream B
- 15 contact drivers
- 50 scenarios each
✅ Balanced:
- Workstream A
- 5 contact drivers
- 8-12 scenarios each
- Workstream B
- 6 contact drivers
- 8-12 scenarios each
Avoid Overlap
Each scenario should be distinct:
❌ Overlapping:
- Scenario: Cancel Order
- Scenario: Order Cancellation Request
✅ Distinct:
- Scenario: Cancel Order (Not Shipped)
- Scenario: Cancel Order (Already Shipped)
Next Steps
- Create Workstreams
- Add Contact Drivers
- Define Scenarios
