Support resolution agents

The job

A customer reports a missing order or an account problem. A support agent needs to gather evidence, propose a remedy, obtain the right approval, and confirm the customer can continue. Completion means a resolved case or a clearly assigned human follow-up, rather than a model answer with no tracked outcome.

This is an application pattern you can build with Ironflow’s agent and workflow components. The starting guides demonstrate its runtime pieces; your support integration and business policies determine the finished product.

The flow

The incoming case starts an agent run. Tools retrieve account details, order history, and service status. The model proposes a remedy using that evidence. Your application validates the proposed action and asks a staff member to approve changes that require human judgment.

An approved action updates the outside system. The run sends a response and waits for the customer’s acknowledgment. A reply resumes the case. An application-defined deadline can trigger escalation or a different follow-up path when no reply arrives.

The difficult moment

The customer answers the following day, after a worker restart and a shift change. A durable wait keeps the case associated with its run. Completed evidence-gathering steps remain available, and the case can resume when the matching response arrives.

Saved evidence describes the earlier moment. If an action needs current account state, add a fresh validation step before applying it. A completed lookup being memoized does not make its result current forever.

Ironflow’s role

Agent APIs provide durable tool and model steps plus approval waits. Workflow events can connect support-system callbacks to the run. An entity stream can store explicit case decisions; projections can give staff a queue of cases waiting for approval, customers, or escalation.

You supply tool permissions, customer identity checks, model prompts, and the rules that determine a valid remedy. External actions such as refunds, account changes, and outbound messages need idempotency at their destinations. Your application also defines which replies count as resolution and which reopen work.

Implementation sketch

This is an illustrative flow:

1. Start a run from a support-case event.
2. Gather evidence with durable tool calls.
3. Propose and validate a remedy.
4. Wait for authorized approval when required.
5. Apply the action and send a response with stable external identifiers.
6. Wait for a correlated customer reply or application deadline event.
7. Record resolution or assign a human follow-up.

Starting point

• Survive a crash teaches durable agent steps through a document-processing example.
• Resolve a reconciliation exception demonstrates agent triage, approved outreach, and an outside reply.
• Step primitives explains correlated event waits that you can connect to your support system.