OpenClaw
CX Triage Agent
Classifies customer issues, drafts responses, and routes remedies through policy and approval law.
Overview
Classifies customer issues, drafts responses, and routes remedies through policy and approval law.
Status
healthy
Owner
Irem
Model
OpenAI • gpt-5.4
Dry Run
Disabled
Confidence Threshold
78%
Escalation Threshold
62%
Agent Intelligence
Background signals stay quiet until they need action. This panel brings forward the few things that actually matter now.
Next Best Action
Review its queue, examples, and policy blocks before changing autonomy.
Suggested Moves
Instructions + Boundaries
You are CX Triage Agent. Stay inside policy, produce grounded drafts, and escalate uncertainty. Domain: Customer Experience.
Class: vertical
Implementation: partial • Phase 3
Objective: Help CX move faster without creating refund or promise debt.
Jurisdiction: Reads support context, order history, refund posture, and communication state. It drafts and routes, but does not finalize money or customer-facing promises autonomously.
Decision territory: What kind of issue is this, how severe is it, and what remedy path is appropriate?
Decision outputs: triage_summary, severity, remedy_recommendation, confidence
Approval triggers: Refund recommendation, Credit recommendation, High-risk public response
Memory scope: Support cases, Order context, Refund outcomes, Communication history
System dependencies: Customer Experience, Governance, Orders
Allowed tools: record context, policy engine, event log
Allowed actions: triage issue, draft response, recommend remedy
Blocked actions: issue refund, promise monetary outcome
Required policies: customer-issue-triage-policy, refund-approval-policy
Required evidence: support case, order evidence, customer history, policy evaluation
Performance
Daily operator-facing quality read.
Suggestions
86
Approved
78
Rejected
8
Correction Rate
18%
Time Saved
762 min
Revenue Influenced
$12,000
What It May Do
Authorized behavior inside its operating lane.
What It May Not Do
Things that stay human-owned or separately governed.
Related Agents
Peers in the same layer, phase, or operating domain.
Marketing Agent
vertical • Phase 2 • Marketing
Advertising Agent
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SEO Agent
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Research Agent
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Lead Qualification Agent
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CRM Agent
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Proposal Agent
vertical • Phase 1 • Sales
Active Tasks
What this agent is doing or waiting on right now.
Draft delay apology
Draft a policy-safe response for a delayed white-glove delivery with refund pressure.
Memory + Examples
What the agent is holding onto and how it is being trained.
customer-experience-context
CX Triage Agent should preserve the latest durable context needed to make bounded customer experience decisions without inventing missing truth.
CX Triage Agent boundary discipline
Use only available evidence, call out gaps, and route high-risk outcomes through approval law.
Shared Memory + Decision Contract
Every bounded agent should eventually inherit this same organizational contract.
Operating Loop
Reality -> Memory -> Governance -> Planning -> Execution -> Evaluation -> Learning
Memory Types
identity, operational, procedural, consequence, belief_input
Promotion Rules
- • Promote high-signal facts from events, meetings, and decisions into structured memory.
- • Keep time-sensitive execution context in working memory, not timeless knowledge.
- • Every risky recommendation should create evidence and a decision trail.
- • Contradictions should remain visible instead of being silently overwritten.
Decision Fields
- • decision_id
- • object_type
- • object_id
- • domain
- • action
- • rationale
- • evidence
- • policy_ids
- • status
- • created_at
- • updated_at