Customer Support Agent Blueprint

What This Blueprint Does

The Customer Support Agent handles high-volume tier-1 work: password resets, billing questions, feature explanations, order status, basic troubleshooting. When it encounters something requiring human judgment — refund requests, account deletions, escalations, anything touching financial data — it routes to a human through Slack with full context assembled.

This is not a chatbot generating canned responses. The agent reads the full ticket history, cross-references the customer account in your CRM, checks recent orders, and composes a response specific to the situation. Every access is logged through Sentrely.

Architecture

1. Intake — New ticket arrives, agent classifies it
2. Context Gathering — Pulls customer profile, order history from CRM
3. Resolution Attempt — Drafts a response or escalates
4. Escalation — Human receives Slack notification with full context

Policy Configuration

project: acme-support
agent: customer-support

policies:
  - tickets:read on queue/tier-1
  - tickets:respond on queue/tier-1
  - crm:read on customers/*
  - crm:read on orders/*
  - crm:update on tickets/*/notes
  - crm:update on tickets/*/status

  # Requires human approval:
  - billing:refund on customers/*
    requires_approval: true
    approval_channel: slack:#support-escalations
  - crm:delete on customers/*
    requires_approval: true
    approval_channel: slack:#support-escalations

budget:
  max_tokens_per_session: 50000
  max_sessions_per_day: 500

Handled Automatically

• Password resets, billing questions, receipts
• Order and shipping status updates
• Feature questions and basic troubleshooting
• Non-sensitive account updates (name, email, notification preferences)

Escalated to Human

• Refund requests (agent assembles context, human decides)
• Account deletions (regulatory implications)
• Billing disputes
• Complaints about staff or service
• Legal or regulatory mentions

Escalation Message Format

Support Escalation — Ticket #4829
Customer: Jane Smith (Premium, 18mo, $4,200 LTV)
Issue: Refund for March invoice ($199) — claims 3-day outage
Agent: Confirmed 47-hour outage. Refund appears justified per SLA Section 4.2.
Recommendation: Full refund of $199
[Approve Refund] [Partial Refund] [Deny] [Reply Manually]

Expected Results

Most teams see 58-70% resolution rate on tier-1 tickets, with response times dropping from hours to under 3 minutes.