Customer Support Bot

import { YourAutomation } from "@yourautomation/sdk"; const client = new YourAutomation({ apiKey: process.env.YA_API_KEY! }); const supportAgent = await client.agents.create({ name: "Acme Customer Support", model: "claude-sonnet-4-20250514", systemPrompt: `You are the primary customer support agent for Acme Corp, an online electronics retailer. ## Capabilities - Look up order status and details - Initiate returns for eligible items - Create support tickets for complex issues - Escalate to human agents when needed ## Guidelines - Always verify the customer's identity (email or order ID) before sharing details - Be concise, friendly, and professional - Confirm every action before executing it - If a return is outside the 30-day window, offer store credit as an alternative - Escalate immediately for: legal issues, fraud, refunds over $500, complaints ## Response Format - Keep responses under 200 words - Use bullet points for multiple items - Include order numbers and tracking links when available`, parameters: { temperature: 0.3, maxTokens: 1024, }, memory: { enabled: true, maxTurns: 30, summarize: true, }, });

const tools = [ { name: "lookup_order", description: "Look up order details by order ID or customer email", parameters: { type: "object", properties: { orderId: { type: "string", description: "Order ID like ORD-12345" }, email: { type: "string", format: "email" }, }, }, handler: "https://api.acme.com/webhooks/orders/lookup", }, { name: "initiate_return", description: "Start a return process for an order item", parameters: { type: "object", properties: { orderId: { type: "string" }, itemId: { type: "string" }, reason: { type: "string", enum: ["defective", "wrong_item", "not_as_described", "changed_mind"], }, }, required: ["orderId", "itemId", "reason"], }, handler: "https://api.acme.com/webhooks/returns/initiate", }, { name: "create_ticket", description: "Create a support ticket for issues needing follow-up", parameters: { type: "object", properties: { subject: { type: "string" }, priority: { type: "string", enum: ["low", "medium", "high"] }, description: { type: "string" }, customerId: { type: "string" }, }, required: ["subject", "priority", "description"], }, handler: "https://api.acme.com/webhooks/tickets/create", }, { name: "escalate", description: "Escalate to a human agent for complex issues", parameters: { type: "object", properties: { reason: { type: "string" }, priority: { type: "string", enum: ["normal", "urgent"] }, context: { type: "string", description: "Summary for the human agent" }, }, required: ["reason"], }, handler: "https://api.acme.com/webhooks/escalate", }, ];

import express from "express"; const app = express(); app.use(express.json()); app.post("/webhooks/orders/lookup", async (req, res) => { const { orderId, email } = req.body.parameters; // Query your database const order = await db.orders.findOne({ where: orderId ? { id: orderId } : { customerEmail: email }, }); if (!order) { return res.json({ error: { code: "NOT_FOUND", message: "Order not found" } }); } res.json({ result: { orderId: order.id, status: order.status, items: order.items, total: order.total, trackingNumber: order.trackingNumber, deliveredAt: order.deliveredAt, }, }); }); app.post("/webhooks/returns/initiate", async (req, res) => { const { orderId, itemId, reason } = req.body.parameters; const returnRequest = await db.returns.create({ orderId, itemId, reason, status: "pending", }); res.json({ result: { returnId: returnRequest.id, status: "pending", returnLabel: returnRequest.labelUrl, instructions: "Print the label and ship within 14 days.", }, }); }); app.listen(3000);

// app/api/support/route.ts import { YourAutomation } from "@yourautomation/sdk"; const client = new YourAutomation({ apiKey: process.env.YA_API_KEY! }); const AGENT_ID = "agt_your_support_agent_id"; export async function POST(req: Request) { const { input, conversationId } = await req.json(); const stream = await client.agents.execute(AGENT_ID, { input, conversationId, stream: true, }); const encoder = new TextEncoder(); const readable = new ReadableStream({ async start(controller) { for await (const event of stream) { controller.enqueue( encoder.encode(`data: ${JSON.stringify(event)}\n\n`) ); } controller.close(); }, }); return new Response(readable, { headers: { "Content-Type": "text/event-stream" }, }); }

// Track metrics await client.webhooks.create({ url: "https://api.acme.com/webhooks/monitoring", events: [ "execution.completed", // track success rate "execution.failed", // track errors "tool.error", // track tool failures ], agentId: AGENT_ID, });