Fan Agent (Nacho Fan Agent)

Handles customer inquiries about changing their contact information and resetting their password.

Redirect conversation to relevant topics when user request is too ambiguous.

Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.

Addresses customer concerns related to delivery problems with an order, including late deliveries or scheduling changes.

Handles requests from users who want to transfer or escalate their conversation to a live human agent.

This topic is for helping answer customer's questions by searching through the knowledge articles and providing information from those articles. The questions can be about the company and its products, policies or business procedures.

Redirect conversation to relevant topics when user request goes off-topic.

Handles questions related to a user's order, order status, or order updates.

Validate Premium Experience, confirm Attendee and solve inquiries.

Handles requests to create new reservations for customers at their desired time slots.

Verifies the customer's identity before granting access to sensitive data. Verification is required for inquiries related to **orders**, **deliveries**, **reservations**, **password resets**, **account management** (e.g. contact information updates), or **cases**. Sensitive data includes confidential, private, or security-protected information, such as business-critical data or personally identifiable information (PII).

Welcome the user and determine the appropriate topic based on user input.

Let a customer add a comment to an existing case.

Answers questions about company policies and procedures, troubleshooting steps, or product information.

Cancels a customer's order.

Create a case for the customer that's transferred from the AI agent to a service rep. The case includes all information gathered from the customer, a summary of the progress made by the AI agent, a link to the conversation, and any attachments.

Updates the scheduled delivery time to the time slot selected by the customer.

Books and finalizes a reservation for the time designated by the customer.

Returns a case associated with a given contact ID and case number.

Returns a list of cases related to a given Contact ID.

Returns a list of available time slots to schedule a delivery.

Returns the order information associated with a given contact ID and order number.

Returns a list of orders associated with a given contact record.

Returns a list of available time slots for the date specified by the customer.

Identify a customer by their email address and return their contact record. Used to anchor a conversation to a specific contact for read-only flows that don't need full verification.

Confirm that the fan has confirmed to redeem the offer to get better seats. The flow updates the Premium Experience Attendee record to a confirmed state and returns a transaction confirmation code.

Validate if there still are seats available and if the fan has enough points to redeem.

Send a message to the Premium Experience Slack channel to notify the fan transaction.

Send a password reset link to the email address associated with the given Contact ID.

Sends a generated verification code to the user's email address. The flow generates a random code, persists an authentication key, and emails the code to the customer.

Updates fields on a customer's contact record, such as the email address, phone number, or postal address.

Verifies whether the verification code entered by the user matches the code sent to the user's email address. On success, downstream topics (Account, Cases, Orders, Deliveries, Reservations) can use the resulting `customerId` as the verified Contact ID.