Case Triage Workflow
- Trigger — a new case enters the queue from any connected source.
- Steps — the Triage Agent scores priority by topic, customer tier, and SLA. Twin assembles customer context.
- Handoff — the case is assigned to an agent or tier via
service.case.update. - Approval — some high-tier cases require manager confirmation before assignment.
- Receipt — a workflow receipt is attached to the case and customer record.
Resolution Workflow
- Trigger — an agent decides the case is ready to close.
- Steps — the Resolution Agent prepares prior case summaries and Known Issue links. The agent documents the outcome.
- Handoff — closure may trigger a feedback request automatically.
- Approval — refunds or policy exceptions require manager approval before close.
- Receipt — the resolution note and closure confirmation are preserved as evidence.
Escalation Workflow
- Trigger — an agent or Twin determines a case needs a higher tier.
- Steps — the Escalation Agent checks tier rules, SLA policies, and manager availability. Full case context is attached.
- Handoff — the case is routed to the specialist queue with preserved history.
- Approval — some escalations require manager sign-off before rerouting.
- Receipt — the escalation record and context snapshot are stored.
SLA Enforcement Workflow
- Trigger — an SLA timer approaches breach threshold.
- Steps — the SLA Agent predicts breach risk and alerts the team lead with suggested actions.
- Handoff — cases at risk may be reassigned or escalated automatically.
- Approval — priority overrides may require manager confirmation.
- Receipt — SLA alerts, actions, and outcomes are logged.