afv-library/skills/developing-agentforce/assets/agents/verification-gate.agent

# Verification Gate Architecture Template
# ========================================
#
# Users must pass identity verification before accessing protected subagents.
#
# Pattern: Security gate before protected functionality.
# Use when: Handling sensitive data, payments, PII access.
#
# Key features:
# - Deterministic verification (code-enforced, not LLM suggestions)
# - available when guards make actions invisible until verified
# - Post-action checks at TOP of instructions: ->
# - Automatic escalation after 3 failed attempts

system:
	instructions: |
		You are an AI secure customer service agent.
		Always verify identity before sensitive operations.
		Do not fabricate data — always use action results.
	messages:
		welcome: "Welcome! I'll need to verify your identity before we proceed."
		error: "I apologize, something went wrong. Let me try again."

config:
	developer_name: "SecureAgent"
	agent_label: "Secure Customer Agent"
	description: "Agent with verification gate for sensitive operations"
	default_agent_user: "einsteinagent@00dxx000001234.ext"

variables:
	EndUserId: linked string
		source: @MessagingSession.MessagingEndUserId
		description: "Messaging End User ID"
		visibility: "External"
	RoutableId: linked string
		source: @MessagingSession.Id
		description: "Messaging Session ID"
		visibility: "External"
	ContactId: linked string
		source: @MessagingEndUser.ContactId
		description: "Contact ID"
		visibility: "External"
	customer_verified: mutable boolean = False
		description: "Has customer passed identity verification"
	failed_attempts: mutable number = 0
		description: "Number of failed verification attempts"
	customer_email: mutable string = ""
		description: "Customer email for verification"
	refund_status: mutable string = ""
		description: "Status of refund operation"
	refund_amount: mutable number = 0
		description: "Refund amount to process"
	churn_risk_score: mutable number = 0
		description: "Customer churn risk from Data Cloud"

language:
	default_locale: "en_US"
	additional_locales: ""
	all_additional_locales: False

start_agent agent_router:
	description: "Route through identity verification"
	reasoning:
		instructions: |
			You are a router only. Do NOT answer questions or provide help directly.
			Route all users to identity verification first.
			If already verified, route to the appropriate subagent:
			- Account questions -> use to_account
			- Refund requests -> use to_refund
		actions:
			to_verify: @utils.transition to @subagent.identity_verification
				description: "Begin identity verification"
			to_account: @utils.transition to @subagent.account_management
				description: "Access account settings"
				available when @variables.customer_verified == True
			to_refund: @utils.transition to @subagent.refund_processor
				description: "Process a refund request"
				available when @variables.customer_verified == True

subagent identity_verification:
	label: "Identity Verification"
	description: "Verify customer identity before proceeding"

	actions:
		verify_email:
			description: "Verify customer email against records"
			target: "flow://Verify_Customer_Email"
			inputs:
				email: string
					description: "Customer email to verify"
			outputs:
				verified: boolean
					description: "Whether verification succeeded"

	reasoning:
		instructions: ->
			if @variables.failed_attempts >= 3:
				| Too many failed attempts. Transferring to a human agent.
				transition to @subagent.escalation

			if @variables.customer_verified == True:
				| Identity verified! How can I help you today?

			if @variables.customer_verified == False:
				| Please verify your identity by confirming your email address.

		actions:
			check_email: @actions.verify_email
				description: "Verify customer email"
				with email = ...
				set @variables.customer_verified = @outputs.verified

			go_to_account: @utils.transition to @subagent.account_management
				description: "Access account settings"
				available when @variables.customer_verified == True

			go_to_refund: @utils.transition to @subagent.refund_processor
				description: "Process a refund request"
				available when @variables.customer_verified == True

			escalate_now: @utils.escalate
				description: "Transfer to human agent"

subagent account_management:
	label: "Account Management"
	description: "Manage customer account settings (requires verification)"

	actions:
		update_email:
			description: "Update customer email address"
			target: "apex://UpdateCustomerEmail"
			inputs:
				new_email: string
					description: "New email address"
			outputs:
				success: boolean
					description: "Whether update succeeded"

		update_preferences:
			description: "Update communication preferences"
			target: "apex://UpdatePreferences"
			inputs:
				pref_type: string
					description: "Preference type to update"
				pref_value: string
					description: "New preference value"
			outputs:
				success: boolean
					description: "Whether update succeeded"

	reasoning:
		instructions: ->
			if @variables.customer_verified == False:
				transition to @subagent.identity_verification

			| Welcome to account management.
			| What would you like to do with your account?
			| Use the update actions to make changes.

		actions:
			change_email: @actions.update_email
				description: "Update email address"
				with new_email = ...
				available when @variables.customer_verified == True

			change_prefs: @actions.update_preferences
				description: "Update communication preferences"
				with pref_type = ...
				with pref_value = ...
				available when @variables.customer_verified == True

			back: @utils.transition to @subagent.agent_router
				description: "Return to main menu"

subagent refund_processor:
	label: "Refund Processor"
	description: "Process refund requests (requires verification)"

	actions:
		check_churn_risk:
			description: "Check customer churn risk score"
			target: "apex://CheckChurnRisk"
			inputs:
				customer_id: string
					description: "Customer ID"
			outputs:
				score: object
					description: "Churn risk score 0-100"
					complex_data_type_name: "lightning__numberType"

		process_refund:
			description: "Process a full cash refund"
			target: "flow://Process_Refund"
			inputs:
				refund_type: string
					description: "Type of refund (full or partial)"
			outputs:
				status: string
					description: "Refund status"

		issue_credit:
			description: "Issue store credit"
			target: "flow://Issue_Store_Credit"
			inputs:
				amount: object
					description: "Credit amount"
					complex_data_type_name: "lightning__numberType"
			outputs:
				status: string
					description: "Credit status"

		create_crm_case:
			description: "Create a CRM case for the refund"
			target: "flow://Create_CRM_Case"
			inputs:
				customer_id: string
					description: "Customer ID"
				refund_amount: object
					description: "Refund amount"
					complex_data_type_name: "lightning__numberType"
			outputs:
				case_id: string
					description: "Created case ID"

	reasoning:
		instructions: ->
			if @variables.customer_verified == False:
				transition to @subagent.identity_verification

			if @variables.refund_status == "Approved":
				run @actions.create_crm_case
					with customer_id = @variables.ContactId
					with refund_amount = @variables.refund_amount
				transition to @subagent.success_confirmation

			run @actions.check_churn_risk
				with customer_id = @variables.ContactId
				set @variables.churn_risk_score = @outputs.score

			| Customer risk score: {!@variables.churn_risk_score}

			if @variables.churn_risk_score >= 80:
				| HIGH RISK - Offer a full cash refund to retain this customer.
			else:
				| STANDARD - Offer a $10 store credit as goodwill.

		actions:
			approve_full_refund: @actions.process_refund
				description: "Approve full cash refund"
				available when @variables.churn_risk_score >= 80
				with refund_type = "full"
				set @variables.refund_status = @outputs.status

			offer_credit: @actions.issue_credit
				description: "Offer store credit"
				available when @variables.churn_risk_score < 80
				with amount = 10
				set @variables.refund_status = @outputs.status

subagent success_confirmation:
	label: "Success Confirmation"
	description: "Confirm successful operation"
	reasoning:
		instructions: |
			Great news! Your request has been processed successfully.
			Is there anything else I can help you with?
		actions:
			new_request: @utils.transition to @subagent.agent_router
				description: "Start a new request"

subagent escalation:
	label: "Escalation"
	description: "Escalate to human agent"
	reasoning:
		instructions: |
			I'm transferring you to a human agent who can better assist you.
			Please hold while I connect you.
		actions:
			handoff: @utils.escalate
				description: "Transfer to human agent"