Level 1 support

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Reply, refund within the limit, escalate without losing context.

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The control station, in brief

This station links several tools into one journey. The agent follows the steps in order, and every step goes through the rules below.

Linked toolsHelpdeskPaymentsInternal chat

It can

Reply to the customer
Refund up to 30 EUR
Escalate to a human

It asks a human for

Refund more than 30 EUR

It never has access to

Promise a goodwill gesture

Scenario Replays

An agent works through the station. Simulated scenarios, no real data, no key required.

These rules are not yours?

Copy the station, change a limit or an approval step in its configuration file, and get your own station.

Copy and adapt

The configuration in detail

level-1-support.yamlRead the docs →

Everything the station does fits in this file. The replay above applies it, and a copy starts from it. The values are examples to adapt, not a recommendation.

station:
  id: level-1-support
  kind: process
  policies:
    - {policy: max-refund-l1, at: submit}

global:
  language: en
  timezone: Europe/Paris

apis:
  - id: helpdesk
    operations:
      replyToCustomer:     {access: write, risk: low}
      escalate:            {access: write, risk: low}
  - id: payments
    operations:
      refund:              {access: write, risk: high}

profiles:
  support-agent:
    allow: [replyToCustomer, escalate, refund]

policies:
  max-refund-l1:
    type: rule
    when: "action == refund and amount > 3000"
    effect: needs-human
    reason: "Above 30 EUR, level 2 decides."

skills:
  - {id: reply-to-customer, uses: replyToCustomer}
  - {id: escalate, uses: escalate}
  - {id: refund, uses: refund}

playbooks:
  - id: handle-a-ticket
    tasks: [reply-to-customer, refund, escalate]

Shared copies

Copies that their authors choose to share will appear here. Each one keeps a link to this original station.