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# Plan: Support Triage Agent
## Outcome
Create an AI agent that reads incoming support requests, classifies severity, drafts a suggested reply, and escalates cases that need a human.
## Assumptions
- The agent can read support tickets through an approved integration.
- The agent drafts responses but does not send them automatically.
- High-risk or billing-related cases require human review.
## Steps
1. Define the agent goal, stop condition, and escalation rules.
2. Select the minimum required tools for listing, reading, and drafting ticket responses.
3. Add instructions for severity classification, reply drafting, and handoff notes.
4. Add a verification checklist with sample tickets for low, medium, and urgent cases.
5. Test that the agent refuses unsupported actions and asks for approval before state changes.
## Verification
- The agent classifies sample tickets consistently.
- Draft replies include evidence from the ticket.
- Escalation cases produce a concise human handoff summary.
- The agent never sends a message without explicit approval.