create_file({
"project_reference": "<project>",
"path": "plans/support-triage-agent.md",
"content": "# Plan: Support Triage Agent\n\n## Outcome\n\nCreate an AI agent that reads incoming support requests, classifies severity, drafts a suggested reply, and escalates cases that need a human.\n\n## Scope\n\n- In scope: agent definition, tool selection, instructions, and test cases.\n- Out of scope: sending replies, deployment, and changes to the ticket system.\n\n## Assumptions\n\n- The agent can read support tickets through an approved integration.\n- The agent drafts responses but does not send them automatically.\n- High-risk or billing-related cases require human review.\n\n## Steps\n\n1. Define the agent goal and escalation rules.\n2. Select the minimum required tools for listing, reading, and drafting ticket responses.\n3. Add instructions for severity classification, reply drafting, and handoff notes.\n4. Add a verification checklist with sample tickets for low, medium, and urgent cases.\n5. Define acceptance checks for the requested lifecycle stages. Keep deployment, execution, and external writes outside this planning request.\n\n## Risks\n\n- A wrong severity can delay an urgent case. The agent escalates when unsure.\n- A draft can expose private data. The agent quotes only the current ticket.\n\n## Stop condition\n\nStop when the Build and QA checks below pass, or when a required integration is unavailable. The later stages are follow-up acceptance criteria.\n\n## Verification\n\n- The agent classifies sample tickets consistently.\n- Draft replies include evidence from the ticket.\n- Escalation cases produce a concise human handoff summary.\n- The agent never sends a message without explicit approval.\n\n| Stage | Acceptance evidence |\n| --- | --- |\n| Plan | Outcome, scope, steps, risks, and stop condition are written and reviewed. |\n| Build | Agent definition parses and required capabilities are available. |\n| QA | Synthetic cases cover reply, no reply, missing information, and unsupported actions. |\n| Deploy | An authorized target environment has a verified release and health check. |\n| Run | A synthetic invocation completes and its output satisfies the contract. |\n| Operate | Run status, errors, usage, and alerts are observable. |\n| Improve | A changed version passes the same cases and has measured usage and quality. |\n"
})