{
  "workflowId": "agent_orchestrator_refund_triage_v1",
  "workflowName": "Refund Triage (Agent)",
  "description": "Runs the support.refund_assessor agent on a refund request. Confident low-risk refunds auto-approve (>= 0.85); the rest raise a proposal reviewed by a Support Lead under an SLA. The agent's disposition then routes the run via outcome handles: approved -> issue the refund, rejected -> notify the customer, guardrailBlocked -> a compliance review task. Transient agent-capacity errors retry with backoff; a genuine agent failure parks the instance for triage (errorDirective failureQueue). Swap the placeholder refund command + email template for your tenant's real ones.",
  "version": 1,
  "enabled": true,
  "metadata": {
    "category": "Agents",
    "tags": [
      "agent",
      "support",
      "refunds"
    ],
    "icon": "badge-dollar-sign"
  },
  "definition": {
    "contextSchema": {
      "input": {
        "fields": [
          { "name": "refundId", "type": "text", "label": "Refund ID", "required": true },
          { "name": "amount", "type": "number", "label": "Amount", "required": true },
          { "name": "reason", "type": "text", "label": "Reason" },
          { "name": "customerEmail", "type": "text", "label": "Customer email", "required": true }
        ]
      }
    },
    "steps": [
      {
        "stepId": "start",
        "stepName": "Refund requested",
        "stepType": "START",
        "description": "Entry point — a refund request enters triage."
      },
      {
        "stepId": "assess",
        "stepName": "Assess refund",
        "stepType": "AUTOMATED",
        "description": "Run support.refund_assessor and disposition the proposal. Auto-approves when confident; otherwise raises a proposal for a Support Lead. Parks on the human path; signalConfig lets agent_orchestrator's proposal.ready resume it. A genuine agent failure parks the instance for triage.",
        "signalConfig": {
          "signalName": "agent_orchestrator.proposal.ready"
        },
        "errorDirective": {
          "mode": "failureQueue"
        },
        "activities": [
          {
            "activityId": "invoke_refund_assessor",
            "activityName": "Assess refund with AI",
            "activityType": "INVOKE_AGENT",
            "retryPolicy": {
              "maxAttempts": 3,
              "initialIntervalMs": 2000,
              "backoffCoefficient": 2,
              "maxIntervalMs": 20000
            },
            "config": {
              "agentId": "support.refund_assessor",
              "input": {
                "refundId": "{{context.refundId}}",
                "amount": "{{context.amount}}",
                "reason": "{{context.reason}}"
              },
              "onResult": {
                "autoApproveThreshold": 0.85
              },
              "review": {
                "assignedToRoles": ["support_lead"],
                "priority": "high",
                "deadline": { "duration": "PT4H" },
                "reminders": [{ "offset": "PT1H" }],
                "onBreach": { "action": "reassign", "reassignTo": "refund_manager" }
              },
              "outputMapping": {
                "refund.decision": "disposition",
                "refund.riskTier": "data.riskTier"
              }
            }
          }
        ]
      },
      {
        "stepId": "issue_refund",
        "stepName": "Issue refund",
        "stepType": "AUTOMATED",
        "description": "Effector — process the approved refund. Placeholder command: swap for your tenant's audited refund command.",
        "activities": [
          {
            "activityId": "effector_issue_refund",
            "activityName": "Process refund",
            "activityType": "UPDATE_ENTITY",
            "config": {
              "commandId": "payments.refund.process",
              "input": {
                "id": "{{context.refundId}}",
                "status": "approved"
              }
            }
          }
        ]
      },
      {
        "stepId": "notify_declined",
        "stepName": "Notify decline",
        "stepType": "AUTOMATED",
        "description": "Email the customer that the refund was declined.",
        "activities": [
          {
            "activityId": "effector_notify_declined",
            "activityName": "Send decline email",
            "activityType": "SEND_EMAIL",
            "config": {
              "to": "{{context.customerEmail}}",
              "subject": "Refund request declined - {{context.refundId}}",
              "template": "refund_declined",
              "data": {
                "refundId": "{{context.refundId}}",
                "reason": "{{context.reason}}"
              }
            }
          }
        ]
      },
      {
        "stepId": "compliance_review",
        "stepName": "Compliance review",
        "stepType": "USER_TASK",
        "description": "A guardrail block routes here — a human on the compliance queue reviews before the run continues.",
        "userTaskConfig": {
          "assignedToRoles": ["compliance"],
          "formSchema": {
            "fields": [
              { "name": "decision", "type": "select", "label": "Decision", "required": true, "options": ["approve", "deny"] },
              { "name": "notes", "type": "text", "label": "Notes" }
            ]
          }
        }
      },
      {
        "stepId": "end",
        "stepName": "Done",
        "stepType": "END",
        "description": "Refund triage completed."
      }
    ],
    "transitions": [
      {
        "transitionId": "t_start",
        "transitionName": "Begin triage",
        "fromStepId": "start",
        "toStepId": "assess",
        "trigger": "auto",
        "priority": 100
      },
      {
        "transitionId": "t_approved",
        "transitionName": "Approved",
        "fromStepId": "assess",
        "toStepId": "issue_refund",
        "trigger": "auto",
        "priority": 100,
        "kind": "outcome",
        "outcomeKind": "approved"
      },
      {
        "transitionId": "t_rejected",
        "transitionName": "Rejected",
        "fromStepId": "assess",
        "toStepId": "notify_declined",
        "trigger": "auto",
        "priority": 90,
        "kind": "outcome",
        "outcomeKind": "rejected"
      },
      {
        "transitionId": "t_guardrail",
        "transitionName": "Guardrail blocked",
        "fromStepId": "assess",
        "toStepId": "compliance_review",
        "trigger": "auto",
        "priority": 80,
        "kind": "outcome",
        "outcomeKind": "guardrailBlocked"
      },
      {
        "transitionId": "t_issued",
        "transitionName": "Refund issued",
        "fromStepId": "issue_refund",
        "toStepId": "end",
        "trigger": "auto",
        "priority": 100
      },
      {
        "transitionId": "t_declined",
        "transitionName": "Decline sent",
        "fromStepId": "notify_declined",
        "toStepId": "end",
        "trigger": "auto",
        "priority": 100
      },
      {
        "transitionId": "t_reviewed",
        "transitionName": "Compliance reviewed",
        "fromStepId": "compliance_review",
        "toStepId": "end",
        "trigger": "manual",
        "priority": 100
      }
    ]
  }
}