afv-library/skills/developing-agentforce/assets/deterministic-routing.agent

# Deterministic Routing Template (Zero-Hallucination Pattern)
# ============================================================
#
# This template demonstrates the zero-hallucination intent classification
# pattern using action output flags to control LLM behavior.
#
# Pattern: Classify intent deterministically, route without hallucination
# Use when: Critical routing decisions that must not be influenced by LLM creativity
#
# KEY PATTERN:
# In Agentforce Assets, set action outputs with:
# - is_displayable: False  (LLM cannot show this to user)
# - is_used_by_planner: True  (LLM can use for routing)
#
# This ensures the LLM routes based on classification but cannot
# generate hallucinated responses based on the classification data.

system:
   messages:
      welcome: "Hello! How can I help you today?"
      error: "I apologize, something went wrong. Let me try again."
   instructions: "You are a customer service agent. Route users to the correct department based on their intent."

config:
   agent_name: "DeterministicRoutingAgent"
   agent_label: "Smart Router Agent"
   description: "Agent demonstrating zero-hallucination intent routing pattern"
   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User

variables:
   # Intent classification (populated by action with is_displayable: False)
   classified_intent: mutable string = ""
      description: "Classification result - hidden from user responses"
   confidence_score: mutable number = 0
      description: "Classification confidence (0-100)"

   # Routing state
   needs_classification: mutable boolean = True
      description: "Whether user intent needs classification"
   low_confidence_warning: mutable boolean = False
      description: "Flag for low confidence routing"

start_agent topic_selector:
   description: "Classify intent and route deterministically"
   reasoning:
      instructions: ->
         # ====================================================
         # DETERMINISTIC ROUTING (based on classified_intent)
         # ====================================================

         # Route ONLY when classification is complete
         if @variables.needs_classification == False:

            # HIGH-CONFIDENCE ROUTING
            if @variables.confidence_score >= 80:
               if @variables.classified_intent == "billing":
                  transition to @topic.billing
               if @variables.classified_intent == "technical_support":
                  transition to @topic.technical_support
               if @variables.classified_intent == "sales":
                  transition to @topic.sales
               if @variables.classified_intent == "returns":
                  transition to @topic.returns

            # LOW-CONFIDENCE: Confirm with user
            if @variables.confidence_score < 80:
               set @variables.low_confidence_warning = True
               | I want to make sure I route you correctly.
               | It sounds like you need help with **{!@variables.classified_intent}**.
               | Is that correct?

         # INITIAL STATE: Ask for help topic
         if @variables.needs_classification == True:
            | I can help with billing, technical support, sales, or returns.
            | What do you need help with today?

      actions:
         # CRITICAL: This action's outputs must be configured in Agentforce Assets:
         # - classified_intent: is_displayable=False, is_used_by_planner=True
         # - confidence_score: is_displayable=False, is_used_by_planner=True
         #
         # This ensures LLM cannot hallucinate based on classification data
         classify_intent: @actions.Classify_User_Intent
            description: "Determine what the user needs help with"
            with user_message = ...  # LLM extracts from conversation
            set @variables.classified_intent = @outputs.intent
            set @variables.confidence_score = @outputs.confidence
            set @variables.needs_classification = False

         # Manual routing for low-confidence cases
         go_billing: @utils.transition to @topic.billing
            description: "Yes, I need billing help"
            available when @variables.low_confidence_warning == True and @variables.classified_intent == "billing"

         go_support: @utils.transition to @topic.technical_support
            description: "Yes, I need technical support"
            available when @variables.low_confidence_warning == True and @variables.classified_intent == "technical_support"

         go_sales: @utils.transition to @topic.sales
            description: "Yes, I need sales help"
            available when @variables.low_confidence_warning == True and @variables.classified_intent == "sales"

         go_returns: @utils.transition to @topic.returns
            description: "Yes, I need returns help"
            available when @variables.low_confidence_warning == True and @variables.classified_intent == "returns"

         # Reclassify if user said "no"
         reclassify: @utils.setVariables
            description: "That's not what I need - let me clarify"
            available when @variables.low_confidence_warning == True
            with needs_classification = True
            with classified_intent = ""
            with confidence_score = 0
            with low_confidence_warning = False

# ============================================================
# ROUTED TOPICS
# ============================================================

topic billing:
   description: "Handle billing inquiries"
   reasoning:
      instructions: |
         Help the customer with their billing question.
         You can view invoices, explain charges, or process payments.
      actions:
         back: @utils.transition to @topic.topic_selector
            description: "Return to main menu"
         escalate_now: @utils.escalate
            description: "Transfer to billing specialist"

topic technical_support:
   description: "Handle technical support issues"
   reasoning:
      instructions: |
         Help the customer with their technical issue.
         Troubleshoot problems and provide solutions.
      actions:
         back: @utils.transition to @topic.topic_selector
            description: "Return to main menu"
         escalate_now: @utils.escalate
            description: "Transfer to technical specialist"

topic sales:
   description: "Handle sales inquiries"
   reasoning:
      instructions: |
         Help the customer with sales questions.
         Provide product information and pricing.
      actions:
         back: @utils.transition to @topic.topic_selector
            description: "Return to main menu"
         escalate_now: @utils.escalate
            description: "Transfer to sales representative"

topic returns:
   description: "Handle return requests"
   reasoning:
      instructions: |
         Help the customer with their return request.
         Check eligibility and process returns.
      actions:
         back: @utils.transition to @topic.topic_selector
            description: "Return to main menu"
         escalate_now: @utils.escalate
            description: "Transfer to returns specialist"