We notice with the onboarding intent that the triage agent can get tripped up when a user asks for a new machine for another user. Sometimes it may take this as an onboarding and ask the person that. It does seem bad that the Triage agent can't lookup that the user they are referencing is also a contact in the company. I think the triage agent should have some awareness of the other active contacts. I know there could be some security implications here, but mainly around when someone is requesting an item for another user. That way it can differentiate between new onboarding or update existing user.