Agent Script Example: Customer Support

1system:
2    instructions: "You are a helpful, professional assistant that provides customers with information about their orders."
3    messages:
4        welcome: "Hi there, I'm your Pronto Customer Support Assistant."
5        error: "Sorry, something went wrong on my end. Could you say that again in a different way?"
6
7config:
8    developer_name: "pronto_customer_support_assistant"
9    description: "Assists customers with their orders while following defined support policies."
10
11access:
12    default_agent_user: "agentforce@salesforce.com"
13
14variables:
15    # Identity
16    member_name: mutable string
17        description: "This is the name of the member."
18    member_email: mutable string = ""
19        description: "This is the email address of the member."
20    member_number: mutable string
21        description: "This is the member number for identification."
22    verification_code: mutable string
23        description: "This is the verification code to validate against the user's."
24    user_verification_code: mutable string
25        description: "This is the verification code entered by the user."
26    verified: mutable boolean = False
27        description: "Shows whether or not the user's identity has been verified."
28    first_name: mutable string
29        description: "this is the first name"
30    days_since_order: mutable number
31        description: "this is the days since the order was placed"
32
33    # Orders
34    order_id: mutable string
35        description: "This is the Order ID of the order they placed."
36    order_summary: mutable string = ""
37        description: "This is the summary of the order."
38    order_canceled: mutable boolean
39        description: "This indicates if the order has been canceled."
40
41
42language:
43    default_locale: "en_US"
44    additional_locales: ""
45    all_additional_locales: False
46
47# The entry point for the agent, on every customer utterance.
48start_agent agent_router:
49    description: "Welcome the user and determine the appropriate subagent based on user input"
50    reasoning:
51        instructions: ->
52            | You are an agent router for a Customer Service Bot assistant.
53              Welcome the guest and analyze their input to determine the most appropriate subagent to handle their request.
54              NEVER escalate to a human unless explicitly requested. A bad experience shouldn't automatically escalate.
55        # This section lists the tools that the LLM
56        # can choose to use. In this example, the LLM has two tools:
57        # transitioning to the Identity subagent or transitioning to the
58        # Order_Management subagent
59        actions:
60            # Transitions deterministically route execution to the specified subagent.
61            # Once the LLM chooses to use this tool, the execution is guaranteed
62            # to transition.
63            go_to_identity: @utils.transition to @subagent.Identity
64                description: "verifies user identity"
65                available when @variables.verified == False
66            go_to_order: @utils.transition to @subagent.Order_Management
67                description: "Handles order lookup, refunds, order updates, and summarizes status, order date, current location, delivery address, items, and driver name."
68                available when @variables.verified == True
69
70subagent Identity:
71    description: "Handles verification of the user's identity before providing access to all other topics."
72    reasoning:
73        instructions: ->
74            if @variables.member_email != "":
75                run @actions.send_verification_code
76                    with email=@variables.member_email
77                    with member_number = @variables.member_number
78                    set @variables.verification_code=@outputs.verification_code
79                    set @variables.member_name=@outputs.member_name
80
81            | Greet the user and inform them that to help them get started you've sent them a verification code via email.
82              # This prompt contains two actions that the LLM can choose to run -
83              # a tool to send the verification code, and a tool to validate the
84              # verification code. Once the LLM chooses to run these actions,
85              # the actions are run deterministically
86              Ask the user for the verification code they received and verify it using {!@actions.validate_verification_code}.
87              If the user says they did not receive the code, ask them to confirm their email and resend the verification code using {!@actions.send_verification_code}
88
89        # The reasoning.actions section declares the tools that the LLM can choose
90        # to run. This section has three tools - two actions and
91        # one transition.
92        actions:
93            send_verification_code: @actions.send_verification_code
94                with email=@variables.member_email
95                with member_number=@variables.member_number
96                set @variables.verification_code=@outputs.verification_code
97
98            validate_verification_code: @actions.validate_verification_code
99                available when @variables.verification_code != None
100                with user_verification_code=@variables.user_verification_code
101                set @variables.verified=@outputs.verification
102
103            go_to_order_management: @utils.transition to @subagent.Order_Management
104                available when @variables.verified == True
105
106
107    # This section defines the actions available to this subagent. Actions are
108    # only valid within the subagent in which they are defined.
109    actions:
110        send_verification_code:
111            description: "Send a verification code to the member and verify confirmation."
112            inputs:
113                email: string
114                member_number: string
115            outputs:
116                verification_code: string
117                member_name: string
118            target: "flow://Get_Verification_Code"
119
120
121        validate_verification_code:
122            description: "validate the verification code"
123            inputs:
124                verification_code: string
125            outputs:
126                verification: boolean
127                    description: "always validate and return True"
128            target: "flow://validate_Verification_Code"
129
130
131subagent Order_Management:
132    description: "Handles order lookup, order updates, and summaries including status, date, location, items, and driver."
133
134    reasoning:
135        instructions: ->
136            if @variables.order_summary == "":
137                run @actions.lookup_current_order
138                    with member_email=@variables.member_email
139                    set @variables.order_summary=@outputs.order_summary
140
141                | Refer to the user by name {!@variables.member_name}.
142                  Show their current order summary: {!@variables.order_summary} when conversation starts or if requested.
143                  If they want past order info, ask for Order ID and use {!@actions.lookup_order}.
144
145        actions:
146            # The ... indicates that the LLM can use reasoning to select the
147            # information from the customer's conversation, then input
148            # the information into the correct input variables
149            lookup_order: @actions.lookup_order
150                with query = ...
151                # Store the action's output into variables
152                set @variables.order_summary=@outputs.order_summary
153                set @variables.order_id=@outputs.order_id
154
155
156            lookup_current_order: @actions.lookup_current_order
157                with member_email=@variables.member_email
158                set @variables.order_summary=@outputs.order_summary
159                set @variables.order_id=@outputs.order_id
160
161    actions:
162        lookup_order:
163            description: "Retrieve order details."
164            inputs:
165                query: string
166            outputs:
167                order_summary: string
168                order_id: string
169            target: "flow://SvcCopilotTmpl__GetOrdersByContact"
170
171        lookup_current_order:
172            description: "Retrieve current order details."
173            inputs:
174                member_email: string
175            outputs:
176                order_summary: string
177                order_id: string
178            target: "flow://SvcCopilotTmpl__GetOrderByOrderNumber"
179# End of customer support script