A policy answer needs a current system check

Company documents can explain a rule. A connected application supplies the current facts needed to apply it to a request.

Give each source a specific question

A customer asks whether a delivery address can change. The approved policy may describe the conditions, while the order system shows whether dispatch has happened. A passage about address changes cannot establish the status of this order.

The application needs permission to retrieve each source. Access to a general policy should not expose another customer's order. We agree which records a user may inspect and which information belongs in the response.

Show what the lookup actually established

Keep the order reference and lookup time with the result. A saved status from an earlier conversation may no longer describe the order when the draft is reviewed.

If the order service is unavailable, the application should say that its current status could not be checked. A policy passage can still be shown, but it does not justify promising that the address will change. Conflicting or missing evidence needs a review path suited to the task.

Separate a draft from an instruction to act

A support draft can explain the applicable conditions without changing the order. Writing a new address to the order system is a separate operation, with its own permission and business checks. The project brief should say which of these actions the application supports.

Before an authorized update, check the relevant live condition again if it may have changed since the lookup. The interface must distinguish a proposed answer, a requested change and a change the system confirms. A person reviewing the draft then knows what has happened and what still requires a decision.