1
Intent
A rep decides to resolve a case, escalate it, or send a reply. The intent is captured in the workbench.
2
Context
Spine assembles the full context: case details, customer history, SLA terms, and prior interactions.
3
Decision
The rep or Twin selects the appropriate capability, such as
service.case.resolve.4
Proposal
Twin or the workbench presents a proposal with expected outcome, target system, and required approvals.
5
Capability Resolution
Spine resolves the capability, checking authorization, scope, and approval requirements.
6
Handoff
If multi-step, the workflow routes to the next actor: manager, specialist, or agent.
7
Tool Selection
Spine selects the correct connector: Zendesk, Salesforce, Freshdesk, or another target.
8
MCP / Connector
The connector translates the action into the target system’s API request.
9
Authorization
OAuth tokens or service credentials are retrieved and validated for the write operation.
10
Human Approval
If required, a final human confirms the action before execution.
11
Workflow Execution
The action runs. The source system creates or updates the record.
12
Source-System Write
The target system returns a confirmation with IDs, timestamps, and state changes.
13
Receipt
Spine generates a receipt capturing intent, actor, capability, outcome, and source confirmation.
14
Event
An event is emitted. Views update. Agents are notified.
15
Continuation
Context and memory persist for the next session, handoff, or follow-up action.