Ticket 31516 - Second flipper mod photos beat hardware-limit answer

• automation_draft_weakness: The automation answered the question as a hard current-hardware no and treated the second flipper request only as an unsupported add-on path.
• manual_reply_improvement: Matt reframed the answer around real customer modifications, confirmed that some users have successfully added a second flipper button on each side, and attached example photos instead of stopping at a blanket limitation.
• new_drafting_rule: When a customer asks about extra flipper buttons or similar hardware mods, do not stop at the official-support boundary if support also has safe real-world example guidance. Answer the direct mod-feasibility question first, then distinguish customer modification examples from official factory configuration.
• confidence_effect: Upgrades future drafts from overly absolute product-limit wording to a more accurate mod-feasibility answer, but the result still depends on customer DIY skill rather than an official factory option.
• storage_decision: reviewable learning proposal

Evidence

• Automation private note 12386964506
• Matt public reply 12387027383

Why this matters

The customer asked whether the modification can be done, not only whether Xgaming sells it as a supported add-on. The public reply was materially more useful because it answered that direct feasibility question and gave concrete visual references.