agentao

Blueprint C · Ticket Automation

A webhook-style triage agent: reads a support ticket, looks up customer context, searches a KB, and either auto-sends a reply (confidence ≥ 0.9) or drafts one for a human reviewer.

Corresponds to Part 7.3 of the developer guide.

What it demonstrates

Custom Tool subclasses — GetCustomerProfile, SearchKb, DraftReply, SendReply
PermissionEngine subclass — ConfidenceGatedEngine reads confidence from tool args and allows only >= 0.9
Per-session working dir — each ticket gets its own runs/<ticket-id>/ folder
Skill-shaped behavior — tone, escalation matrix, and output contract live in .agentao/skills/support-triage/SKILL.md
In-memory mocks — _CUSTOMERS / _KB / _OUTBOX stand in for real CRM systems; replace with HTTP clients in production

How to run

cp .env.example .env                     # add OPENAI_API_KEY
uv sync
uv run python -m src.triage \
  --email alice@acme.io \
  --ticket-id T-1001 \
  "Hi, I forgot my password. Can you help?"

Expected: the agent looks up alice’s profile, searches the KB, replies with confidence ≥ 0.9, and OUTBOX: shows one "kind": "sent" entry.

Try these variants to exercise the gate:

# Enterprise customer — skill forces draft_reply regardless of confidence
uv run python -m src.triage --email carol@bigco.com \
  "What's the status of my shipment?"

# Ambiguous — model should self-rate low confidence and draft
uv run python -m src.triage --email bob@startup.dev \
  "I want to cancel and never use this again."

File map

Path	Role
`src/triage.py`	Entry point, mock CRM/KB, 4 tools, `ConfidenceGatedEngine`
`.agentao/skills/support-triage/SKILL.md`	Tone + escalation policy + confidence guidance
`.env.example`	Credentials template
`runs/<ticket-id>/`	Per-ticket working dir, created at runtime

Not included

Real CRM / Zendesk / Intercom integration — swap _CUSTOMERS/_KB for HTTP calls
Webhook HTTP endpoint — wrap build_agent() in a FastAPI handler (see blueprint A for the pattern)
Audit archive — add an SdkTransport(on_event=archive) hook to persist every event

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