> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vizra.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Agent

> Build a complete customer support agent with order lookup and refund processing

<Warning>
  **Vizra ADK is in maintenance mode.** It continues to work and receives compatibility fixes, but no new features are planned. For evaluating AI agents — now built on the official [Laravel AI SDK](https://github.com/laravel/ai) — check out [Vizra Evals](/), its successor for the evaluation use-case. Coming from ADK? See the [migration guide](/evals/migrate-from-vizra-adk).
</Warning>

<Frame>
  <iframe width="100%" height="400" src="https://www.youtube.com/embed/VIDEO_ID" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen />
</Frame>

## Overview

This example demonstrates how to build a customer support agent that can:

* Look up customer orders by order ID or email
* Check order status and shipping information
* Process refund requests
* Handle common customer inquiries

## Agent Definition

```php theme={null}
<?php

namespace App\Agents;

use Vizra\VizraADK\Agents\BaseLlmAgent;

class CustomerSupportAgent extends BaseLlmAgent
{
    protected string $name = 'customer_support';

    protected string $description = 'A customer support agent that helps with order inquiries and refunds';

    protected string $model = 'gpt-4o';

    protected ?float $temperature = 0.3;

    protected array $tools = [
        \App\Tools\OrderLookupTool::class,
        \App\Tools\RefundProcessorTool::class,
        \App\Tools\ShippingStatusTool::class,
    ];

    protected string $instructions = <<<'PROMPT'
You are a helpful customer support agent for an e-commerce store. Your role is to assist customers with their orders and resolve issues efficiently.

Key responsibilities:
- Look up orders when customers provide their order ID or email
- Provide accurate shipping status updates
- Process refund requests according to company policy
- Be empathetic and professional in all interactions

Refund Policy:
- Full refunds available within 30 days of purchase
- Items must be unused and in original packaging
- Digital products are non-refundable after download

Always verify the customer's identity before sharing order details or processing refunds.
PROMPT;
}
```

## Order Lookup Tool

```php theme={null}
<?php

namespace App\Tools;

use Vizra\VizraADK\Contracts\ToolInterface;
use Vizra\VizraADK\System\AgentContext;

class OrderLookupTool implements ToolInterface
{
    public function definition(): array
    {
        return [
            'name' => 'order_lookup',
            'description' => 'Look up a customer order by order ID or email address',
            'parameters' => [
                'type' => 'object',
                'properties' => [
                    'order_id' => [
                        'type' => 'string',
                        'description' => 'The order ID to look up',
                    ],
                    'email' => [
                        'type' => 'string',
                        'description' => 'Customer email to find orders',
                    ],
                ],
            ],
        ];
    }

    public function execute(array $arguments, AgentContext $context): string
    {
        $orderId = $arguments['order_id'] ?? null;
        $email = $arguments['email'] ?? null;

        if ($orderId) {
            $order = Order::find($orderId);
        } elseif ($email) {
            $order = Order::where('customer_email', $email)
                ->latest()
                ->first();
        } else {
            return json_encode(['error' => 'Please provide an order ID or email']);
        }

        if (!$order) {
            return json_encode(['error' => 'Order not found']);
        }

        return json_encode([
            'order_id' => $order->id,
            'status' => $order->status,
            'total' => $order->total,
            'items' => $order->items->map(fn($item) => [
                'name' => $item->name,
                'quantity' => $item->quantity,
                'price' => $item->price,
            ]),
            'created_at' => $order->created_at->toDateString(),
        ]);
    }
}
```

## Refund Processor Tool

```php theme={null}
<?php

namespace App\Tools;

use Vizra\VizraADK\Contracts\ToolInterface;
use Vizra\VizraADK\System\AgentContext;

class RefundProcessorTool implements ToolInterface
{
    public function definition(): array
    {
        return [
            'name' => 'process_refund',
            'description' => 'Process a refund for an order. Only use after verifying eligibility.',
            'parameters' => [
                'type' => 'object',
                'properties' => [
                    'order_id' => [
                        'type' => 'string',
                        'description' => 'The order ID to refund',
                    ],
                    'reason' => [
                        'type' => 'string',
                        'description' => 'Reason for the refund',
                    ],
                    'amount' => [
                        'type' => 'number',
                        'description' => 'Refund amount (defaults to full order total)',
                    ],
                ],
                'required' => ['order_id', 'reason'],
            ],
        ];
    }

    public function execute(array $arguments, AgentContext $context): string
    {
        $order = Order::find($arguments['order_id']);

        if (!$order) {
            return json_encode(['error' => 'Order not found']);
        }

        // Check refund eligibility
        if ($order->created_at->diffInDays(now()) > 30) {
            return json_encode([
                'error' => 'Order is outside the 30-day refund window',
            ]);
        }

        $amount = $arguments['amount'] ?? $order->total;

        // Process the refund
        $refund = $order->refunds()->create([
            'amount' => $amount,
            'reason' => $arguments['reason'],
            'status' => 'pending',
        ]);

        // Trigger refund processing (payment gateway, etc.)
        ProcessRefund::dispatch($refund);

        return json_encode([
            'success' => true,
            'refund_id' => $refund->id,
            'amount' => $amount,
            'message' => 'Refund initiated. Customer will receive funds within 5-7 business days.',
        ]);
    }
}
```

## Usage Example

```php theme={null}
use Vizra\VizraADK\Facades\Agent;

// Get the agent
$agent = Agent::get('customer_support');

// Process a customer message
$response = $agent->run(
    'Hi, I ordered something last week but it hasn\'t arrived yet. My order number is ORD-12345.',
    userId: 'customer_123',
    sessionId: 'support_session_456'
);

echo $response->text;
```

## Best Practices

<AccordionGroup>
  <Accordion title="Always verify identity first">
    Before sharing sensitive order information or processing refunds, ensure the customer has provided verifiable information like their order ID and associated email.
  </Accordion>

  <Accordion title="Use low temperature for consistency">
    Customer support requires consistent, accurate responses. Use a lower temperature (0.3) to reduce creative variation in responses.
  </Accordion>

  <Accordion title="Define clear policies in instructions">
    Include refund policies, response guidelines, and escalation procedures directly in the agent's instructions.
  </Accordion>

  <Accordion title="Log all actions">
    Use the tracing system to log all order lookups and refund processing for audit purposes.
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="Add Memory" icon="brain" href="/concepts/sessions-memory">
    Enable conversation memory to maintain context across sessions
  </Card>

  <Card title="Add Evaluations" icon="vial" href="/testing/evaluations">
    Write automated tests to ensure your agent handles edge cases
  </Card>
</CardGroup>