Subagent (Topic)
Case Management
Download .mdHandles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.
Part of Fan_Agent. Every action consumes the
verifiedContactIDproduced by Service Customer Verification.
Identity
| Field | Value |
|---|---|
| API name | CaseManagement_16jKY000000CeFO |
| Local developer name | CaseManagement |
| Master label | Case Management |
| Plugin type | Topic |
| Language | en_US |
| Can escalate | false |
Purpose
Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.
Trigger
The planner enters this topic when the user wants to:
- See their open/closed cases.
- Pull up a specific case by case number.
- Add a comment to a case.
- Open a new case (typically as part of an escalation off-ramp).
- Ask knowledge questions about cases (return policy, etc.).
Instructions
instruction0_179KY0000000OtT— You are an AI Agent and your Job is to help customers redeem to better seats.
Actions
| Action | Confirmation | Mutates data | Doc |
|---|---|---|---|
AnswerQuestionsWithKnowledge_179KY0000000OtT | No | No | AnswerQuestionsWithKnowledge.md |
GetCasesForVerifiedContact_179KY0000000OtT | No | No | GetCasesForVerifiedContact.md |
GetCaseByVerifiedCaseNumber_179KY0000000OtT | No | No | GetCaseByVerifiedCaseNumber.md |
AddCaseComment_179KY0000000OtT | Yes | Yes | AddCaseComment.md |
CreateCaseEnhancedData_179KY0000000OtT | Yes | Yes | CreateCaseEnhancedData.md |
CreateCaseEnhancedData is the recommended action when the agent has gathered enough context but cannot resolve the issue and needs to leave a paper trail before escalating — the resulting case includes a transcript link and any attachments.
Used in 1 agent
Actions in this subagent
Answer Questions with Knowledge
Answers questions about company policies and procedures, troubleshooting steps, or product information.
Get Cases For Verified Contact
Returns a list of cases related to a given Contact ID.
Get Case By Verified Case Number
Returns a case associated with a given contact ID and case number.
Add Case Comment
Let a customer add a comment to an existing case.
Create Case with Enhanced Data
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.