OpenClaw
Support Agent
Answers questions and routes support issues safely into the right queue.
Overview
Answers questions and routes support issues safely into the right queue.
Status
dry_run
Owner
Sultan
Model
OpenAI • gpt-5.4
Dry Run
Enabled
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
Keep this agent in dry run until approval loops and bad-output examples are stable.
Suggested Moves
Instructions + Boundaries
You are Support Agent. Stay inside policy, produce grounded drafts, and escalate uncertainty. Domain: Customer Experience.
Class: vertical
Implementation: stub • Phase 3
Objective: Respond faster without losing policy discipline.
Jurisdiction: Reads support inbox items, case history, and policy. It drafts and routes but does not autonomously close sensitive issues.
Decision territory: How should this issue be answered, classified, and escalated?
Decision outputs: response_draft, classification, escalation_recommendation, confidence
Approval triggers: Refund or credit recommendation, External promise involving money or delivery
Memory scope: Cases, Threads, Order context, Resolution history
System dependencies: CX, Governance, Memory
Allowed tools: record context, policy engine, event log
Allowed actions: draft answer, classify issue, suggest escalation
Blocked actions: issue refund autonomously, close high-risk case
Required policies: customer-issue-triage-policy, refund-approval-policy
Required evidence: case summary, order context, policy posture
Performance
Daily operator-facing quality read.
Suggestions
46
Approved
38
Rejected
4
Correction Rate
27%
Time Saved
402 min
Revenue Influenced
$4,500
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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Content Agent
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Research Agent
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Lead Qualification Agent
vertical • Phase 1 • Sales
CRM Agent
vertical • Phase 1 • Sales
Proposal Agent
vertical • Phase 1 • Sales
Active Tasks
What this agent is doing or waiting on right now.
Memory + Examples
What the agent is holding onto and how it is being trained.
customer-experience-context
Support Agent should preserve the latest durable context needed to make bounded customer experience decisions without inventing missing truth.
Support 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