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

# Verification Gate Architecture Template
# ========================================
#
# This template demonstrates the Verification Gate pattern where users
# must pass through identity verification before accessing sensitive 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:
   messages:
      welcome: "Welcome! I'll need to verify your identity before we proceed."
      error: "I apologize, something went wrong. Let me try again."
   instructions: "You are a secure customer service agent. Always verify identity before sensitive operations."

config:
   agent_name: "SecureAgent"
   agent_label: "Secure Customer Agent"
   description: "Agent with verification gate for sensitive operations"
   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User

variables:
   # Identity verification state
   customer_verified: mutable boolean = False
      description: "Has customer passed identity verification"
   failed_attempts: mutable number = 0
      description: "Number of failed verification attempts"

   # Session context (read-only from external source)
   customer_id: linked string
      source: @session.customerId
      description: "Customer ID from session"
   customer_email: linked string
      source: @session.customerEmail
      description: "Customer email from session"

   # Operation state
   refund_status: mutable string = ""
      description: "Status of refund operation"
   churn_risk_score: mutable number = 0
      description: "Customer churn risk from Data Cloud"

# ============================================================
# ENTRY POINT
# ============================================================

start_agent entry:
   description: "Entry point - routes through verification"
   reasoning:
      instructions: |
         Welcome the customer and route to identity verification.
      actions:
         start_verification: @utils.transition to @subagent.identity_verification
            description: "Begin identity verification process"

# ============================================================
# VERIFICATION GATE (Security Check)
# ============================================================

subagent identity_verification:
   description: "Verify customer identity before proceeding"
   reasoning:
      instructions: ->
         # SECURITY: Check for lockout FIRST (deterministic)
         if @variables.failed_attempts >= 3:
            | Too many failed attempts. Transferring to a human agent.
            transition to @subagent.escalation

         # Already verified? Proceed to protected subagents
         if @variables.customer_verified == True:
            | Identity verified! How can I help you today?

         # Not yet verified
         if @variables.customer_verified == False:
            | Please verify your identity by confirming your email address.
            | I have your email on file - please confirm it matches.

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

         # GUARDED: Only visible when 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

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

# ============================================================
# PROTECTED: Account Management
# ============================================================

subagent account_management:
   description: "Manage customer account (requires verification)"
   reasoning:
      instructions: ->
         # SECURITY GATE: Re-check verification
         if @variables.customer_verified == False:
            transition to @subagent.identity_verification

         | Welcome to account management.
         | What would you like to do with your account?

      actions:
         update_email: @actions.update_email
            description: "Update email address"
            available when @variables.customer_verified == True
         update_preferences: @actions.update_preferences
            description: "Update communication preferences"
            available when @variables.customer_verified == True
         back: @utils.transition to @subagent.identity_verification
            description: "Return to main menu"

# ============================================================
# PROTECTED: Refund Processor (with Post-Action Pattern)
# ============================================================

subagent refund_processor:
   description: "Process refund requests (requires verification)"
   reasoning:
      instructions: ->
         # SECURITY GATE: Re-check verification
         if @variables.customer_verified == False:
            transition to @subagent.identity_verification

         # ====================================================
         # POST-ACTION CHECK (at TOP - triggers on loop)
         # ====================================================
         if @variables.refund_status == "Approved":
            # Deterministic follow-up - LLM cannot skip!
            run @actions.create_crm_case
               with customer_id = @variables.customer_id
               with refund_amount = @variables.refund_amount
            transition to @subagent.success_confirmation

         # ====================================================
         # PRE-LLM: Load churn risk data
         # ====================================================
         run @actions.check_churn_risk
            with customer_id = @variables.customer_id
            set @variables.churn_risk_score = @outputs.score

         # ====================================================
         # DYNAMIC INSTRUCTIONS (based on churn risk)
         # ====================================================
         | 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 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

# ============================================================
# SUCCESS CONFIRMATION
# ============================================================

subagent 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.identity_verification
            description: "Start a new request"
         end_conversation: @actions.end_session
            description: "End the conversation"

# ============================================================
# ESCALATION (Handoff to Human)
# ============================================================

subagent 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"