客户支持分诊系统部署

部署 3 个智能体，分别用于工单分类、自动解决和人工升级。

角色定义

部署流程

步骤 1： 向用户询问该智能体应承担的角色及所用前缀（）。

步骤 2： 安装所选角色所需的技能：

# 部署 triage-bot：
clawhub install pilot-event-filter pilot-priority-queue pilot-task-router

# 部署 resolver：
clawhub install pilot-task-router pilot-receipt pilot-audit-log

# 部署 escalator：
clawhub install pilot-webhook-bridge pilot-slack-bridge pilot-alert

步骤 3： 设置主机名：

pilotctl --json set-hostname -

步骤 4： 编写部署清单文件（manifest）：

mkdir -p ~/.pilot/setups
cat > ~/.pilot/setups/customer-support-triage.json << 'MANIFEST'
<角色专属清单，见下方模板>
MANIFEST

步骤 5： 提示用户与直连通信对端（peers）发起握手（handshake）。

各角色对应的清单模板

triage-bot

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "triage-bot",
  "role_name": "Triage Bot",
  "hostname": "-triage-bot",
  "description": "Receives incoming support tickets, classifies by urgency and category, routes to the right handler.",
  "skills": {
    "pilot-event-filter": "Filter and classify incoming tickets by urgency (low/medium/high/critical) and category (billing/technical/account).",
    "pilot-priority-queue": "Queue tickets by priority so critical issues are routed immediately.",
    "pilot-task-router": "Route classified tickets to resolver for routine issues or escalator for complex ones."
  },
  "peers": [
    { "role": "resolver", "hostname": "-resolver", "description": "Handles routine tickets with knowledge base lookups" },
    { "role": "escalator", "hostname": "-escalator", "description": "Handles complex tickets requiring human attention" }
  ],
  "data_flows": [
    { "direction": "send", "peer": "-resolver", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" },
    { "direction": "send", "peer": "-escalator", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" }
  ],
  "handshakes_needed": ["-resolver", "-escalator"]
}

resolver

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "resolver",
  "role_name": "Auto-Resolver",
  "hostname": "-resolver",
  "description": "Handles routine queries using knowledge base lookups -- order status, FAQs, password resets.",
  "skills": {
    "pilot-task-router": "Match incoming ticket category to the appropriate knowledge base article or resolution workflow.",
    "pilot-receipt": "Send resolution confirmation back to the triage bot for tracking.",
    "pilot-audit-log": "Log every auto-resolution with ticket ID, category, and resolution method for compliance."
  },
  "peers": [
    { "role": "triage-bot", "hostname": "-triage-bot", "description": "Sends routine tickets for auto-resolution" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "-triage-bot", "port": 1002, "topic": "ticket-routine", "description": "Routine tickets for automated resolution" }
  ],
  "handshakes_needed": ["-triage-bot"]
}

escalator

{
  "setup": "customer-support-triage",
  "setup_name": "Customer Support Triage",
  "role": "escalator",
  "role_name": "Escalation Agent",
  "hostname": "-escalator",
  "description": "Takes complex issues, enriches with customer history and context, forwards to human support via webhook or Slack.",
  "skills": {
    "pilot-webhook-bridge": "Forward enriched tickets to the helpdesk system (Zendesk, Freshdesk, etc.) via webhook.",
    "pilot-slack-bridge": "Post escalation summaries to the support team Slack channel with ticket context.",
    "pilot-alert": "Send urgent alerts for critical-priority tickets that need immediate human response."
  },
  "peers": [
    { "role": "triage-bot", "hostname": "-triage-bot", "description": "Sends complex tickets that need human attention" }
  ],
  "data_flows": [
    { "direction": "receive", "peer": "-triage-bot", "port": 1002, "topic": "ticket-complex", "description": "Complex tickets requiring human attention" },
    { "direction": "send", "peer": "external", "port": 443, "topic": "escalation", "description": "Escalated tickets to helpdesk and Slack" }
  ],
  "handshakes_needed": ["-triage-bot"]
}

数据流向

• triage-bot -> resolver ：ticket-routine（端口 1002）
• triage-bot -> escalator ：ticket-complex（端口 1002）
• escalator -> external ：通过 webhook 升级工单（端口 443）

握手命令

# triage-bot 与 resolver 和 escalator 建立握手：
pilotctl --json handshake -resolver "setup: customer-support-triage"
pilotctl --json handshake -escalator "setup: customer-support-triage"

# resolver 和 escalator 分别向 triage-bot 回执握手：
pilotctl --json handshake -triage-bot "setup: customer-support-triage"
pilotctl --json handshake -triage-bot "setup: customer-support-triage"

工作流示例

# 在 resolver 上 —— 订阅常规工单：
pilotctl --json subscribe -triage-bot ticket-routine

# 在 escalator 上 —— 订阅复杂工单：
pilotctl --json subscribe -triage-bot ticket-complex

# 在 triage-bot 上 —— 路由一条常规工单：
pilotctl --json publish -resolver ticket-routine '{"ticket_id":"TK-4821","category":"account","urgency":"low","subject":"Password reset"}'

# 在 triage-bot 上 —— 路由一条复杂工单：
pilotctl --json publish -escalator ticket-complex '{"ticket_id":"TK-4822","category":"technical","urgency":"critical","subject":"Data loss in production"}'

依赖项

需具备 pilot-protocol 技能、pilotctl 可执行文件、clawhub 可执行文件，以及一个正在运行的守护进程（daemon）。