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Communication in the Service domain follows consistent patterns that preserve intent and context across human and agent interactions. Every message, proposal, and handoff is part of the continuity layer.

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Human to Human

Reps communicate via case notes, internal comments, and shift handoff summaries. Managers review these threads for coaching and escalation decisions. The workbench surfaces threads in context rather than scattered across emails or chat.

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Human to Twin

You ask Twin for a case summary, a response draft, or a gap analysis. Twin responds with structured suggestions inside the workbench. You accept, edit, or reject each suggestion. Your feedback improves Twin’s relevance for future cases.

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Twin to Agent

Twin delegates preparatory work to domain agents. For example, before proposing a resolution, Twin may ask the Resolution Agent to fetch the customer’s prior case history. The agent returns structured data, which Twin assembles into the proposal.

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Agent to Agent

Agents coordinate without human involvement when the task is routine. The SLA Agent may request a queue-depth check from the Triage Agent before predicting a breach. The result is logged and passed back as structured evidence.

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Agent to Tool

Agents interact with connected systems via connectors and MCP interfaces. The Escalation Agent calls the Salesforce connector to create a high-tier case. The SLA Agent queries Zendesk to refresh timer values.