How it works

Agents that do the work, people who make the calls

A guide to agentdesk in seven parts. Every part starts with a plain-language summary, then the technical detail. If something is unclear, ask the guide: an agent of this platform answers from these pages and the running code.

01

Every path a ticket can take

From arrival to an outcome, every branch the agents and the guards can take, and where a person comes in.

In plain words

Each message ends in one of a few ways: a simple answer, an answer plus a refund, a question passed to you, or a draft stopped by the safety checks. Whatever the path, the last step before anything reaches the customer is you.
A ticket arrivesTriageintent · language · urgencyResolver looks it upthe sender and their ordersA model is down?retry → next model → retry laterany timeOrder not on the accountasks about someone else'sor a wrong numberInformation onlywhere is it, how to return,a product questionDamaged or refund requeston a delivered orderwith money left to refundNeeds a decisioncancel, dispute,anything unclearGuards check every draftinvented orders · refund limits · other customers' data · promises · injectionBlockednothing proposed → a personReply: “can't find it”nothing about the orderReply proposedtier 2Reply + refund proposedtier 2 + tier 3Reply proposed, flagged“agent requested human”You decideon the dashboard or with a Telegram button · a ⚑ flag means read it twiceApprove → executedre-checked, then sent or refundedReject → nothing happensthe ticket closes without sendingApprove, re-check fails → failedorder changed or already refunded
Read top to bottom. Blue is the agents, purple the safety checks, amber is you. The red box on the right can happen at any step: if a model is down, another one answers or the ticket is retried later.

02

Outcomes at a glance

The same paths as a table: when each happens, what you see, and what happens next.

PathWhenWhat you seeWhat happens next
Information onlyWhere is my order, how do I return it, a product questionOne reply to approveSent; nothing else changes
Reply + refundDamaged item or refund request on a delivered order with money leftA reply and a refund, as two cardsEach executed or rejected on its own
Needs a decisionCancellations, disputes, anything the agent should not decideA reply flagged “agent requested human”You decide, the agent never does
Order not on the accountSomeone else's order, or a wrong numberA reply that reveals nothingSent; no data leaked anywhere
FlaggedPrompt injection, a promised dateThe same cards with a ⚑ flagRead twice; nothing is blocked
BlockedInvented order, refund above what is left, another customer's dataNothing to approve: the ticket comes to you with the reasonLogged in the audit log; counted on Overview
Model downA provider times out or errorsNothing, usually: another model answersIf all fail: retried later, then the dead letter queue
Re-check failsYou approve, but the order changed since the agent lookedThe proposal marked failed with the reasonNothing executed

03

Worked examples

Six real tickets, step by step: what triage decided, what the resolver looked up, what the guards said, what was proposed, and what you do.

In plain words

These are not mock-ups: each one is what the system actually produced for that message in an evaluation run.

Loading the examples…

04

The person in the loop

What the approval card shows, what each choice does, and what happens if nobody decides.

In plain words

You are the last step. The agents prepare; you decide. Your decision is re-checked, executed and recorded with your name.
Refund · tier 32m ago
eval.bruno@example.com · email

“El pedido ORD-90003 ha llegado roto, la lámpara está rota. Inaceptable.”

ORD-90003€129.00
damaged item
ApproveReject

The same card arrives in Telegram with ✓ Approve / ✗ Reject buttons.

Approve

The executor locks the proposal, re-checks it against the database (order still yours, amount still available) and only then sends or refunds. Recorded with your name.

Reject

Nothing is sent and no money moves. The proposal is closed as rejected, with your name, and the ticket closes once nothing is pending.

Do nothing

It waits. Nothing expires into an action: pending stays pending, it is on the Approvals page, in the morning report and, past the hourly budget, in a Telegram digest.

A ⚑ flag on the card (possible prompt injection, a promise of a date, the agent asking for a person) does not block anything: it tells you this one deserves a closer read.

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