export const supportAgent = createFunction(
  { id: "support-agent", retries: 4, triggers: [ticketReceived] },
  async ({ event, step }) => {
    const intent = await step.run("classify-ticket", () =>
      llm.classify(event.data.message)
    );
    const customer = await step.run("lookup-customer", () =>
      crm.getCustomer(event.data.customerId)
    );
    // A 503 here retries ONLY this step. The two steps above
    // are replayed from memoized state, not run again.
    const order = await step.run("lookup-order", () =>
      orders.get(event.data.orderId)
    );
    // Refund maths runs as code in a sandbox, not in the model's head.
    const box = await step.sandbox.create("create-refund-sandbox");
    const refund = await box.commands.run("compute-refund", refundScript);
    await box.destroy("destroy-refund-sandbox");
    const reply = await step.run("draft-reply", () =>
      llm.draftReply({ intent, customer, order, refund })
    );
    const policy = await step.run("policy-check", () =>
      guardrails.check(reply, refund) // refunds over $200 need a human
    );
    await step.run("send-reply", () =>
      policy.passed ? helpdesk.reply(reply) : helpdesk.escalate(reply)
    );
  }
);
Pick a ticket from the inbox
