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Recipe: Catch a refund request with an evaluation agent
TL;DR: An evaluation agent returns the probability that a message is a refund request. A high probability waits for a person. A low probability lets the playbook continue.
Who this is for
Support teams that need a refund check before anyone drafts a reply or issues a credit.
What you'll need
- Connectors: Your helpdesk, Slack.
- Agent: An evaluation agent with one boolean question. See What is an evaluation agent?.
- Trigger: Webhook when a customer message arrives.
How to build it with Ask Ballet
- Open the Console on Home.
- Paste the prompt below.
- Review the proposed plan and confirm.
- Connect the helpdesk and Slack when prompted.
Build a playbook that triggers when a new customer message arrives.
Create an evaluation agent with one boolean question: is the sender asking for a refund.
Pass the subject and body. Do not send a prompt. Read the probability.
If the probability is high, wait for a person and post the message to Slack #refunds.
If it is low, continue. The evaluation agent must not issue a refund and must not draft the reply.
What the playbook does
- Webhook trigger — receives the message.
- Evaluation agent — returns the refund probability.
- Branch — a high probability waits for a person. A low probability continues.
Variations and tips
- Pair this with ticket triage when you also need a queue and an urgency.
- Do not treat the probability as a decision to refund. A person still decides.