1
Intent
A support engineer signals an intent: reply to a customer, update status, or escalate to engineering.
2
Context
Spine loads the full projection for the ticket: history, customer, linked issues, and SLA state.
3
Decision
Twin proposes the most likely next action based on context, rules, and historical outcomes.
4
Proposal
The proposal is surfaced in the workbench: draft, capability name, target system, and expected effect.
5
Capability Resolution
Spine resolves the capability to concrete operations, such as
support.ticket.reply or support.escalation.create.6
Handoff
If required, the proposal is routed to a manager or on-call approver before execution.
7
Tool Selection
The connector for the target system (Zendesk, Linear, etc.) is selected by Spine.
8
MCP / Connector
The operation is translated to the target API call through the connector layer.
9
Authorization
Credentials and permissions are verified against the governance policy for this role and scope.
10
Human Approval
If the capability requires it, a human confirms before execution.
11
Workflow Execution
The action runs: a reply is sent, a status is updated, or a Jira issue is created.
12
Source System Write
The update is committed to the source system and acknowledged.
13
Receipt
A receipt with operation details, timestamp, and actor is stored in Spine.
14
Event
A state change event is emitted for downstream agents and views.
15
Continuation
Context remains available for follow-up actions without reassembly.