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11Customer serviceBlueprint

Omnichannel service agent

One service agent works across chat, SMS, email, and messaging while preserving channel-specific policy.

Runtime flow

What happens, in order.

The flow becomes the backbone of the audit trace. Every important boundary needs an input, an output, timing, and an owner.

  1. 01

    Normalize the inbound channel event

  2. 02

    Resolve customer identity and conversation scope

  3. 03

    Apply channel-specific policy and response constraints

  4. 04

    Send the response and reconcile shared state

Components

System inventory

  • Channel adapters
  • Identity resolution
  • Conversation store
  • Router
  • Policy layer

Test packs

Required coverage

  • Identity linking
  • Channel policy
  • Context continuity
  • Delivery failures

Evidence

Capture contract

  • Channel event
  • Resolved identity
  • Shared context
  • Delivery receipt