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209 lines
8.2 KiB
Plaintext
209 lines
8.2 KiB
Plaintext
# Verification Gate Architecture Template
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# ========================================
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#
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# This template demonstrates the Verification Gate pattern where users
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# must pass through identity verification before accessing sensitive topics.
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#
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# Pattern: Security gate before protected functionality
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# Use when: Handling sensitive data, payments, PII access
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#
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# Key Features:
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# - Deterministic verification (code-enforced, not LLM suggestions)
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# - available when guards make actions invisible until verified
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# - Post-action checks at TOP of instructions
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# - Automatic escalation after 3 failed attempts
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system:
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messages:
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welcome: "Welcome! I'll need to verify your identity before we proceed."
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error: "I apologize, something went wrong. Let me try again."
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instructions: "You are a secure customer service agent. Always verify identity before sensitive operations."
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config:
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agent_name: "SecureAgent"
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agent_label: "Secure Customer Agent"
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description: "Agent with verification gate for sensitive operations"
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default_agent_user: "agent@yourorg.com" # REQUIRED: Change to valid Einstein Agent User
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variables:
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# Identity verification state
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customer_verified: mutable boolean = False
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description: "Has customer passed identity verification"
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failed_attempts: mutable number = 0
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description: "Number of failed verification attempts"
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# Session context (read-only from external source)
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customer_id: linked string
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source: @session.customerId
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description: "Customer ID from session"
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customer_email: linked string
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source: @session.customerEmail
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description: "Customer email from session"
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# Operation state
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refund_status: mutable string = ""
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description: "Status of refund operation"
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churn_risk_score: mutable number = 0
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description: "Customer churn risk from Data Cloud"
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# ============================================================
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# ENTRY POINT
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# ============================================================
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start_agent entry:
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description: "Entry point - routes through verification"
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reasoning:
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instructions: |
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Welcome the customer and route to identity verification.
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actions:
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start_verification: @utils.transition to @topic.identity_verification
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description: "Begin identity verification process"
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# ============================================================
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# VERIFICATION GATE (Security Check)
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# ============================================================
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topic identity_verification:
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description: "Verify customer identity before proceeding"
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reasoning:
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instructions: ->
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# SECURITY: Check for lockout FIRST (deterministic)
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if @variables.failed_attempts >= 3:
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| Too many failed attempts. Transferring to a human agent.
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transition to @topic.escalation
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# Already verified? Proceed to protected topics
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if @variables.customer_verified == True:
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| Identity verified! How can I help you today?
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# Not yet verified
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if @variables.customer_verified == False:
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| Please verify your identity by confirming your email address.
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| I have your email on file - please confirm it matches.
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actions:
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verify_email: @actions.verify_email
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description: "Verify customer email"
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with email = @variables.customer_email
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set @variables.customer_verified = @outputs.verified
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# GUARDED: Only visible when verified
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go_to_account: @utils.transition to @topic.account_management
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description: "Access account settings"
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available when @variables.customer_verified == True
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go_to_refund: @utils.transition to @topic.refund_processor
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description: "Process a refund request"
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available when @variables.customer_verified == True
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# Always available
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escalate_now: @utils.escalate
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description: "Transfer to human agent"
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# ============================================================
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# PROTECTED: Account Management
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# ============================================================
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topic account_management:
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description: "Manage customer account (requires verification)"
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reasoning:
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instructions: ->
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# SECURITY GATE: Re-check verification
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if @variables.customer_verified == False:
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transition to @topic.identity_verification
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| Welcome to account management.
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| What would you like to do with your account?
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actions:
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update_email: @actions.update_email
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description: "Update email address"
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available when @variables.customer_verified == True
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update_preferences: @actions.update_preferences
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description: "Update communication preferences"
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available when @variables.customer_verified == True
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back: @utils.transition to @topic.identity_verification
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description: "Return to main menu"
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# ============================================================
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# PROTECTED: Refund Processor (with Post-Action Pattern)
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# ============================================================
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topic refund_processor:
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description: "Process refund requests (requires verification)"
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reasoning:
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instructions: ->
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# SECURITY GATE: Re-check verification
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if @variables.customer_verified == False:
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transition to @topic.identity_verification
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# ====================================================
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# POST-ACTION CHECK (at TOP - triggers on loop)
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# ====================================================
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if @variables.refund_status == "Approved":
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# Deterministic follow-up - LLM cannot skip!
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run @actions.create_crm_case
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with customer_id = @variables.customer_id
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with refund_amount = @variables.refund_amount
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transition to @topic.success_confirmation
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# ====================================================
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# PRE-LLM: Load churn risk data
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# ====================================================
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run @actions.check_churn_risk
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with customer_id = @variables.customer_id
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set @variables.churn_risk_score = @outputs.score
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# ====================================================
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# DYNAMIC INSTRUCTIONS (based on churn risk)
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# ====================================================
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| Customer risk score: {!@variables.churn_risk_score}
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if @variables.churn_risk_score >= 80:
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| HIGH RISK - Offer a full cash refund to retain this customer.
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else:
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| STANDARD - Offer a $10 store credit as goodwill.
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actions:
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approve_full_refund: @actions.process_refund
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description: "Approve full cash refund"
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available when @variables.churn_risk_score >= 80
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with type = "full"
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set @variables.refund_status = @outputs.status
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offer_credit: @actions.issue_credit
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description: "Offer store credit"
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available when @variables.churn_risk_score < 80
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with amount = 10
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set @variables.refund_status = @outputs.status
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# ============================================================
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# SUCCESS CONFIRMATION
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# ============================================================
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topic success_confirmation:
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description: "Confirm successful operation"
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reasoning:
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instructions: |
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Great news! Your request has been processed successfully.
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Is there anything else I can help you with?
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actions:
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new_request: @utils.transition to @topic.identity_verification
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description: "Start a new request"
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end_conversation: @actions.end_session
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description: "End the conversation"
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# ============================================================
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# ESCALATION (Handoff to Human)
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# ============================================================
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topic escalation:
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description: "Escalate to human agent"
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reasoning:
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instructions: |
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I'm transferring you to a human agent who can better assist you.
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Please hold while I connect you.
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actions:
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handoff: @utils.escalate
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description: "Transfer to human agent"
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