support-ticket

A customer support agent flow. It decides how to answer a customer ticket.

The flow routes VIP customers to a human first. Other tickets follow their category. Billing tickets can end in a refund. How-to tickets get a help article when one matches. The agent answers whether the article solved the problem, then the flow closes the ticket or escalates it.

Files

File	Function	Job
main.rein	main	Entry point. Routes by VIP status and category.
refund.rein	refund	Refunds within the agent limit. Escalates larger refunds.
faq.rein	faq	Answers how-to questions from the help center.
escalate.rein	escalate	Hands the ticket to a human engineer.
refund/tell_customer.rein	refund/tell_customer	A template: one sentence for the customer. refund calls it.
message.struct.rein	Message	A shared struct. It is the input of both templates.
faq/close_ticket.rein	faq/close_ticket	A template: a last message, then close the ticket. faq calls it.

Run it

cargo run -p rein -- check examples/rein/support-ticket
cargo run -p rein -- run --root examples/rein/support-ticket

Graph

The decision flow, from rein graph support-ticket:

Source

package.json

{
  "name": "support-ticket",
  "version": "0.1.0",
  "description": "Decide how the support agent handles a customer ticket.",
  "license": "MIT",
  "private": true,
  "files": ["**/*.rein", "README.md", "rein.json"],
  "engines": {
    "rein": "^0.1.0"
  }
}

rein.json

{
  "entry": "main.rein"
}

main.rein

interface Ticket {
  /** What category best fits the ticket? */
  category: "billing" | "account" | "how_to";
  /** Is the customer on the VIP plan? */
  vip: boolean;
}

/**
 * Decide how the support agent handles a customer ticket.
 */
export default function main({ category, vip }: Ticket) {
  if (vip) {
    return @./escalate;
  }

  switch (category) {
    case "billing":
      return @./refund;
    case "account":
      return @./escalate;
    case "how_to":
      return @./faq;
  }
}

escalate.rein

/**
 * Hand the ticket to a human support engineer.
 */
export default function escalate() {
  return `Assign the ticket to the tier 2 queue. Tell the customer a person
  will reply within one business day. Do not promise a refund or a fix.`;
}

faq.rein

/**
 * Answer a how-to question from the help center.
 */
export default async function answerFaq(
  /** Did you find a help article that answers the question? */
  article_found: boolean,
) {
  if (!article_found) {
    return @./escalate;
  }

  /** Did the customer confirm the article solved the problem? */
  const solved: boolean = await request(
    `Reply with the help article link and ask the customer if it solved the
    problem.`,
  );

  if (solved) {
    return @./faq/close_ticket(
      opening=`Glad the help article solved the problem.`,
      next_step=`Reply to this ticket if it comes back.`,
    );
  }

  return @./escalate;
}

faq/close_ticket.rein

/**
 * Send the customer a last message, then close the ticket.
 */
export default function closeTicket({ opening, next_step }: @../message) {
  return `Tell the customer: ${opening} ${next_step} Then close the ticket as
  solved.`;
}

message.struct.rein

/**
 * One sentence for the customer: what happened, then what comes next.
 */
export default interface Message {
  /** The first part of the sentence, such as the action taken. */
  opening: string;
  /** The next step the customer can expect. */
  next_step: string;
}

refund.rein

/**
 * Process a refund request from a billing ticket.
 */
export default function refund(
  /** Is the requested refund above the agent's limit? */
  refund_over_limit: boolean,
) {
  if (refund_over_limit) {
    return @./escalate;
  }

  return @./refund/tell_customer(
    opening=`Refund the amount the customer asked for and confirm it in the
    ticket.`,
    next_step=`Then tell the customer the refund takes 5 business days.`,
  );
}

refund/tell_customer.rein

/**
 * Tell the customer what happens next, in one sentence.
 */
export default function tellCustomer({ opening, next_step }: @../message) {
  return `${opening} ${next_step}`;
}