Support Agent Workbench
A production triage + reply agent with tools, guardrails, and a human-in-the-loop console. Resolves 60–70% of tickets automatically. Includes a 42-case eval suite.
What it is
The Support Agent Workbench is a complete, opinionated foundation for a customer-support agent. It classifies incoming tickets, drafts grounded replies from your knowledge base, calls your tools (refunds, lookups, escalations), and routes anything risky to a human through a clean review console.
It is the architecture you would build yourself after six months of iteration — guardrails first, observability built in, and an eval suite so you can change the prompt without holding your breath.
What's inside
- ✓**Triage and routing** — intent and priority classification with a confidence threshold and automatic fallback to humans
- ✓**Guardrails** — PII redaction, tool allow-lists, and refusal handling baked into the agent loop
- ✓**Tool layer** — typed tool definitions for lookups, refunds, and escalation, ready for you to swap in your own
- ✓**Human-in-the-loop console** — a review UI where you approve, edit, or reject drafted replies before they send
What you get
support-agent/ agent/ — loop, prompts, tools console/ — HITL review UI evals/ — 42 test cases CLAUDE.md README.md .env.example
Eval report
Every template ships with a transparent eval run. Here's the latest.
Reviews
“Replaced three weeks of internal scaffolding. The HITL console alone is worth the price — our team trusts it because they can see every decision the agent makes before it fires.”
“The eval suite is the differentiator. I tweaked the routing prompt for our tone, ran the suite, and had confidence nothing regressed. That feedback loop would have taken me a week to build myself.”