agent-framework/workflow-samples/CustomerSupport.yaml

#
# This workflow demonstrates using multiple agents to provide automated
# troubleshooting steps to resolve common issues with escalation options.
#
# Example input: 
# My PC keeps rebooting and I can't use it.
#
kind: Workflow
trigger:

  kind: OnConversationStart
  id: workflow_demo
  actions:

    # Interact with user until the issue has been resolved or 
    # a determination is made that a ticket is required.
    - kind: InvokeAzureAgent
      id: service_agent
      conversationId: =System.ConversationId
      agent:
        name: SelfServiceAgent
      input:
        externalLoop:
          when: |-
            =Not(Local.ServiceParameters.IsResolved)
             And 
             Not(Local.ServiceParameters.NeedsTicket)
      output:
        responseObject: Local.ServiceParameters

    # All done if issue is resolved.
    - kind: ConditionGroup
      id: check_if_resolved
      conditions:
    
        - condition: =Local.ServiceParameters.IsResolved
          id: test_if_resolved
          actions:
            - kind: GotoAction
              id: end_when_resolved
              actionId: all_done
    
    # Create the ticket.
    - kind: InvokeAzureAgent
      id: ticket_agent
      agent:
        name: TicketingAgent
      input:
        arguments:
          IssueDescription: =Local.ServiceParameters.IssueDescription
          AttemptedResolutionSteps: =Local.ServiceParameters.AttemptedResolutionSteps
      output:
        responseObject: Local.TicketParameters

    # Capture the attempted resolution steps.
    - kind: SetVariable
      id: capture_attempted_resolution
      variable: Local.ResolutionSteps
      value: =Local.ServiceParameters.AttemptedResolutionSteps

    # Notify user of ticket identifier.
    - kind: SendActivity
      id: log_ticket
      activity: "Created ticket #{Local.TicketParameters.TicketId}"

    # Determine which team for which route the ticket.
    - kind: InvokeAzureAgent
      id: routing_agent
      agent:
        name: TicketRoutingAgent
      input:
        messages: =UserMessage(Local.ServiceParameters.IssueDescription)
      output:
        responseObject: Local.RoutingParameters

    # Notify user of routing decision.
    - kind: SendActivity
      id: log_route
      activity: Routing to {Local.RoutingParameters.TeamName}

    - kind: ConditionGroup
      id: check_routing
      conditions:

        - condition: =Local.RoutingParameters.TeamName = "Windows Support"
          id: route_to_support
          actions:

            # Invoke the support agent to attempt to resolve the issue.
            - kind: CreateConversation
              id: conversation_support
              conversationId: Local.SupportConversationId

            - kind: InvokeAzureAgent
              id: support_agent
              conversationId: =Local.SupportConversationId
              agent:
                name: WindowsSupportAgent
              input:
                arguments:
                  IssueDescription: =Local.ServiceParameters.IssueDescription
                  AttemptedResolutionSteps: =Local.ServiceParameters.AttemptedResolutionSteps
                externalLoop:
                  when: |-
                    =Not(Local.SupportParameters.IsResolved)
                     And 
                     Not(Local.SupportParameters.NeedsEscalation)
              output:
                autoSend: true
                responseObject: Local.SupportParameters

            # Capture the attempted resolution steps.
            - kind: SetVariable
              id: capture_support_resolution
              variable: Local.ResolutionSteps
              value: =Local.SupportParameters.ResolutionSummary

            # Check if the issue was resolved by support.
            - kind: ConditionGroup
              id: check_resolved
              conditions:

                # Resolve ticket
                - condition: =Local.SupportParameters.IsResolved
                  id: handle_if_resolved
                  actions:
        
                    - kind: InvokeAzureAgent
                      id: resolution_agent
                      agent:
                        name: TicketResolutionAgent
                      input:
                        arguments:
                          TicketId: =Local.TicketParameters.TicketId
                          ResolutionSummary: =Local.SupportParameters.ResolutionSummary

                    - kind: GotoAction
                      id: end_when_solved
                      actionId: all_done

    # Escalate the ticket by sending an email notification.
    - kind: CreateConversation
      id: conversation_escalate
      conversationId: Local.EscalationConversationId

    - kind: InvokeAzureAgent
      id: escalate_agent
      conversationId: =Local.EscalationConversationId
      agent:
        name: TicketEscalationAgent
      input:
        arguments:
          TicketId: =Local.TicketParameters.TicketId
          IssueDescription: =Local.ServiceParameters.IssueDescription
          ResolutionSummary: =Local.ResolutionSteps
        externalLoop:
          when: =Not(Local.EscalationParameters.IsComplete)
      output:
        autoSend: true
        responseObject: Local.EscalationParameters

    # All done
    - kind: EndWorkflow
      id: all_done