Inquiries Agent
Answers the customer questions that used to queue for a person, at any hour, and never sends a sentence it cannot point to a policy clause or a record for. Written for an org where the promise is the point: every reply carries its sources, every handoff arrives briefed, and the only thing left for your team is the customer no document can settle. Six stations, run as a loop: what station 6 learns from this month's handoffs is what station 3 answers with next month.
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The workbench · subagents send notes, you make the human calls
SUBAGENTS AT WORK
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SUBAGENT NOTES
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YOUR TASKS · HUMAN IN THE LOOP
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YOUR TASKS · NONE AT THIS STEP
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Put a person back on this step
How to read this map
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A person is in the loop wherever a customer gets a promise no document backs, or the bot learns a new answer. Two of the six stations refuse to proceed on their own, Person Handoff and Service Review, and those are the two your team carries. Everywhere else the agents run at volume, around the clock, and reach you only with what they declined to guess.
The loop closes
Station 6 hands back to station 3. An article you approve at the review is the article Knowledge Search retrieves the next morning, so the question that reached a rep 61 times in July is one the bot answers in August.