mirror of
https://github.com/forcedotcom/afv-library.git
synced 2026-08-09 00:42:46 +08:00
281 lines
12 KiB
Plaintext
281 lines
12 KiB
Plaintext
# Order Service Agent
|
|
# ========================
|
|
#
|
|
# A complex real-world agent for e-commerce customer service featuring:
|
|
# - Verification gate before order access
|
|
# - Multiple specialized subagents (order status, tracking, returns)
|
|
# - Two-level action system with Flow targets
|
|
# - after_reasoning for post-action routing
|
|
# - available when guards for conditional action visibility
|
|
|
|
system:
|
|
instructions: |
|
|
You are an AI Customer Service Assistant helping customers with their orders.
|
|
Perform only the current order-service task. When it calls for routing
|
|
or verification, do that without answering the underlying request.
|
|
Answer only in a request-handling task. When answering, be helpful,
|
|
empathetic, and efficient.
|
|
Always verify customer identity before sharing order details.
|
|
Do not fabricate data — always use action results.
|
|
messages:
|
|
welcome: "Hello! I'm here to help you with your orders. How can I assist you today?"
|
|
error: "I apologize for the inconvenience. Let me try a different approach."
|
|
|
|
access:
|
|
default_agent_user: "einsteinagent@00dxx000001234.ext"
|
|
|
|
config:
|
|
developer_name: "OrderServiceAgent"
|
|
agent_label: "Order Service Assistant"
|
|
description: "Helps customers check order status, process returns, and track shipments"
|
|
|
|
variables:
|
|
EndUserId: linked string
|
|
source: @MessagingSession.MessagingEndUserId
|
|
description: "Messaging End User ID"
|
|
RoutableId: linked string
|
|
source: @MessagingSession.Id
|
|
description: "Messaging Session ID"
|
|
ContactId: linked string
|
|
source: @MessagingEndUser.ContactId
|
|
description: "Contact ID"
|
|
verified_customer_email: mutable string = ""
|
|
description: "Canonical email returned by successful identity verification"
|
|
customer_verified: mutable boolean = False
|
|
description: "Whether customer identity has been verified"
|
|
verified_order_id: mutable string = ""
|
|
description: "Canonical order ID returned by the order lookup"
|
|
order_status: mutable string = ""
|
|
description: "Current order status"
|
|
tracking_number: mutable string = ""
|
|
description: "Shipment tracking number"
|
|
return_initiated: mutable boolean = False
|
|
description: "Trusted success result from return initiation"
|
|
return_label_url: mutable string = ""
|
|
description: "URL for return shipping label"
|
|
|
|
language:
|
|
default_locale: "en_US"
|
|
additional_locales: ""
|
|
all_additional_locales: False
|
|
|
|
start_agent agent_router:
|
|
description: "Route customers through verification and then to the right handler"
|
|
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 request handler:
|
|
- Order questions -> use to_orders
|
|
- Returns -> use to_returns
|
|
- Tracking -> use to_tracking
|
|
actions:
|
|
to_verify: @utils.transition to @subagent.verification
|
|
description: "Begin identity verification"
|
|
to_orders: @utils.transition to @subagent.order_status
|
|
description: "Check order status"
|
|
available when @variables.customer_verified == True
|
|
to_returns: @utils.transition to @subagent.returns
|
|
description: "Process a return"
|
|
available when @variables.customer_verified == True
|
|
to_tracking: @utils.transition to @subagent.shipment_tracking
|
|
description: "Track a shipment"
|
|
available when @variables.customer_verified == True
|
|
|
|
subagent verification:
|
|
label: "Identity Verification"
|
|
description: "Verify customer identity before accessing order information"
|
|
|
|
actions:
|
|
verify_customer:
|
|
description: "Verify customer identity by email"
|
|
target: "flow://Verify_Customer_Identity"
|
|
inputs:
|
|
email: string
|
|
description: "Customer email address"
|
|
outputs:
|
|
verified: boolean
|
|
description: "Whether verification succeeded"
|
|
verified_email: string
|
|
description: "Canonical verified customer email"
|
|
|
|
reasoning:
|
|
instructions: ->
|
|
if @variables.customer_verified == True:
|
|
| Welcome back! How can I help you today?
|
|
|
|
if @variables.customer_verified == False:
|
|
| To help you with your order, I need to verify your identity.
|
|
| What is the email address associated with your account?
|
|
|
|
actions:
|
|
verify: @actions.verify_customer
|
|
description: "Verify customer identity by email"
|
|
with email = ...
|
|
set @variables.customer_verified = @outputs.verified
|
|
set @variables.verified_customer_email = @outputs.verified_email
|
|
|
|
proceed_to_orders: @utils.transition to @subagent.order_status
|
|
description: "Move to order lookup"
|
|
available when @variables.customer_verified == True
|
|
|
|
escalate_now: @utils.escalate
|
|
description: "Transfer to human agent"
|
|
|
|
subagent order_status:
|
|
label: "Order Status"
|
|
description: "Look up order details and provide status updates"
|
|
|
|
actions:
|
|
lookup_order:
|
|
description: "Look up order by order number"
|
|
target: "flow://Lookup_Order"
|
|
inputs:
|
|
order_number: string
|
|
description: "Order number to look up"
|
|
customer_email: string
|
|
description: "Customer email for validation"
|
|
outputs:
|
|
status: string
|
|
description: "Order status"
|
|
is_displayable: True
|
|
tracking_number: string
|
|
description: "Shipment tracking number"
|
|
is_displayable: True
|
|
estimated_delivery: string
|
|
description: "Estimated delivery date"
|
|
is_displayable: True
|
|
canonical_order_id: string
|
|
description: "Canonical order identifier for later protected actions"
|
|
|
|
reasoning:
|
|
instructions: ->
|
|
if @variables.order_status != "":
|
|
| Order {!@variables.verified_order_id} status: {!@variables.order_status}
|
|
| Would you like to track your shipment or initiate a return?
|
|
|
|
if @variables.order_status == "":
|
|
| What is your order number? You can find it in your confirmation email.
|
|
| Use the find_order action to look up order details.
|
|
|
|
actions:
|
|
find_order: @actions.lookup_order
|
|
description: "Look up order details"
|
|
with order_number = ...
|
|
with customer_email = @variables.verified_customer_email
|
|
set @variables.verified_order_id = @outputs.canonical_order_id
|
|
set @variables.order_status = @outputs.status
|
|
set @variables.tracking_number = @outputs.tracking_number
|
|
|
|
to_returns: @utils.transition to @subagent.returns
|
|
description: "Start a return"
|
|
available when @variables.order_status != ""
|
|
|
|
to_tracking: @utils.transition to @subagent.shipment_tracking
|
|
description: "Track shipment"
|
|
available when @variables.tracking_number != ""
|
|
|
|
back: @utils.transition to @subagent.agent_router
|
|
description: "Return to request routing"
|
|
|
|
subagent shipment_tracking:
|
|
label: "Shipment Tracking"
|
|
description: "Track shipment status and estimated delivery"
|
|
|
|
actions:
|
|
get_tracking_details:
|
|
description: "Get detailed tracking information"
|
|
target: "flow://Get_Tracking_Details"
|
|
inputs:
|
|
tracking_number: string
|
|
description: "Shipment tracking number"
|
|
outputs:
|
|
current_location: string
|
|
description: "Current package location"
|
|
is_displayable: True
|
|
estimated_delivery: string
|
|
description: "Estimated delivery date"
|
|
is_displayable: True
|
|
delivery_status: string
|
|
description: "Delivery status"
|
|
is_displayable: True
|
|
|
|
reasoning:
|
|
instructions: |
|
|
Look up the tracking information for the customer's shipment.
|
|
Use the track action with the tracking number.
|
|
Do not fabricate tracking details — always use the action result.
|
|
|
|
actions:
|
|
track: @actions.get_tracking_details
|
|
description: "Get tracking details"
|
|
with tracking_number = @variables.tracking_number
|
|
|
|
back: @utils.transition to @subagent.agent_router
|
|
description: "Return to request routing"
|
|
|
|
subagent returns:
|
|
label: "Returns"
|
|
description: "Process return requests and generate return labels"
|
|
|
|
actions:
|
|
initiate_return:
|
|
description: "Initiate a return for an order"
|
|
target: "flow://Initiate_Return"
|
|
inputs:
|
|
order_number: string
|
|
description: "Order number to return"
|
|
reason: string
|
|
description: "Reason for return"
|
|
outputs:
|
|
return_label_url: string
|
|
description: "URL for return shipping label"
|
|
is_displayable: True
|
|
return_deadline: string
|
|
description: "Deadline to ship return"
|
|
is_displayable: True
|
|
success: boolean
|
|
description: "Whether return initiation succeeded"
|
|
|
|
reasoning:
|
|
instructions: ->
|
|
if @variables.return_initiated == True:
|
|
| Your return has been initiated!
|
|
| Return label: {!@variables.return_label_url}
|
|
|
|
if @variables.return_initiated == False:
|
|
| I can help you with a return for order {!@variables.verified_order_id}.
|
|
| What is the reason for your return?
|
|
| Use the process_return action to start the return.
|
|
|
|
actions:
|
|
process_return: @actions.initiate_return
|
|
description: "Process the return request"
|
|
with order_number = @variables.verified_order_id
|
|
with reason = ...
|
|
set @variables.return_initiated = @outputs.success
|
|
set @variables.return_label_url = @outputs.return_label_url
|
|
available when @variables.customer_verified == True
|
|
available when @variables.verified_order_id != ""
|
|
available when @variables.return_initiated == False
|
|
|
|
back: @utils.transition to @subagent.agent_router
|
|
description: "Return to request routing"
|
|
|
|
after_reasoning: ->
|
|
if @variables.return_initiated == True:
|
|
transition to @subagent.follow_up
|
|
|
|
subagent follow_up:
|
|
label: "Follow Up"
|
|
description: "Handle follow-up actions and next steps"
|
|
reasoning:
|
|
instructions: |
|
|
The customer's request has been processed.
|
|
Ask if there is anything else you can help with.
|
|
actions:
|
|
new_order: @utils.transition to @subagent.order_status
|
|
description: "Look up another order"
|
|
back: @utils.transition to @subagent.agent_router
|
|
description: "Start over"
|