Agent blueprint

Sketch your first agent

Answer four questions and get a working blueprint: how a run works, what the agent can touch, how to test it, and how to roll it out. It takes about two minutes.

What should it do?
What does it touch?Pick all that apply.
How much can it do on its own?
What data is involved?
Blueprint · draftFirst milestone: Moderate

Support triage agent

Triage new tickets and draft replies

A solid first milestone: a few integrations and a clear approval flow. A rough guide, not a quote.

See the full blueprint

Blueprint · draft

Support triage agent

Triage new tickets and draft replies.

  • Acts with approval
  • Customer data
  • 3 systems

How a run works

  1. Trigger

    A new ticket arrives.

  2. Gather context

    Reads the ticket, the customer's history, and the matching help articles.

    Reads from CRM, Helpdesk, and Documents.

  3. Decide

    Classifies the request, checks it against your policies, and chooses a reply or a handoff.

  4. Act

    Drafts a reply, tags and routes the ticket, and prepares any refund or account change. Each change waits for a person's approval.

  5. Record

    Logs the decision, the sources it used, and the outcome for every ticket.

Tools

  • crm.get_accountreadallowed
  • helpdesk.get_ticketreadallowed
  • docs.searchreadallowed
  • crm.update_recordwriteneeds approval
  • helpdesk.replywriteneeds approval
  • helpdesk.update_ticketwriteneeds approval

Guardrails

  • Least privilege: the agent gets only the tools listed above.
  • A step limit and a time limit on every run.
  • A kill switch that stops new runs immediately.
  • Every write waits for a person's approval.
  • Approvers see the proposed change and the evidence behind it.
  • Personal data is redacted from logs and traces.
  • Retention rules for runs and transcripts, agreed up front.

How we'd test it

  • Classification accuracy on real past tickets, by category
  • Replies cite the right policy and never invent one
  • Refunds and account changes stay inside policy
  • The agent hands off when it is unsure
  • Start from 30 to 50 real past cases.
  • Track results by group, not one average.
  • Block a release when a check regresses.

Rollout

  1. Shadow: it proposes actions in private, and we compare with what people did.
  2. Approve: it proposes in the open, and people approve each action.
  3. Loosen: let routine actions run alone, if the evals support it.
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About the blueprint tool

  • A starting point

    The blueprint turns four answers into a concrete sketch, so a first conversation can start from something real.

  • Not a quote

    Scope signals are rough guides. A real plan comes from looking at your systems and your data.

  • Private until you send it

    Your answers stay in this browser. They only reach us if you choose to send the blueprint.

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