Customer Support Agent
AI-powered support with human oversight for sensitive cases
Overview
This example shows how to build a customer support agent that handles tickets autonomously, but escalates sensitive cases (angry customers, refund requests, critical issues) to a human manager for approval.
Autonomous Triage
Agent analyzes sentiment and priority
Smart Escalation
Human approval for sensitive cases
Full Audit Trail
Every decision is logged
Step 1: Create Passports
Create Passports for the support agent and the manager:
Step 2: Grant Capabilities
Grant support-related capabilities to the agent:
Step 3: Delegate Access
Manager delegates to the agent with escalation rules:
Step 4: Handle a Ticket
Process a support ticket with automatic sentiment analysis:
Step 5: Approve & Execute
Manager reviews the agent's analysis and approves the action:
Results
Key Takeaways
Automatic Escalation
Agents handle routine cases. Sensitive issues (angry customers, refunds, high-value) are automatically escalated to humans.
Constrained Delegation
The agent can only operate within specific constraints (time, scope, approval rules). No "rogue agent" risk.
Compliance Ready
Every ticket, analysis, and decision is logged in the provenance chain. Perfect for SOC 2, GDPR, or internal audits.