Example: Customer Support Workflow

Document ID: EX-004
File Path: docs/16-examples/customer-support.md
Version: 1.0.0
Status: Draft
Owner: Developer Relations Team
Last Updated: 2026-06-27

1. Goal

Build a multi-step workflow that triages a support request, drafts a reply with a RAG agent, and routes high-value refunds to a human approval before acting — combining agents, tools, branching, and human-in-the-loop.

2. Flow

intake → classify (ai) ──► refund? ──yes──► amount > $100? ──yes──► human approval ──► issue refund (tool)
                                  │                       └─no──► issue refund (tool)
                                  └─no──► draft reply (agent) ──► send email (tool)

This uses conditional branching, a human task, and tool + ai activities.

3. Workflow Definition (excerpt)

workflows/support.yaml:

apiVersion: workflow.wovyr.io/v1
kind: Workflow
metadata: { name: support-triage, version: 1.0.0 }
spec:
  input: { ticketId: string, message: string, customerId: string }
  activities:
    - id: classify
      type: ai
      inputs: { prompt: classify_ticket, text: "${input.message}" }
    - id: draftReply
      type: ai
      inputs: { agent: docs-bot, message: "${input.message}" }   # the RAG agent
    - id: approve
      type: human
      assignee: support-lead
      timeout: 24h
    - id: issueRefund
      type: tool
      inputs: { tool: billing.refund, customerId: "${input.customerId}" }
    - id: sendEmail
      type: tool
      inputs: { tool: email.send, template: reply }
  branches:
    - when: "classify.intent == 'refund' && input.amount > 100"
      goto: approve
    - when: "classify.intent == 'refund'"
      goto: issueRefund
    - when: "classify.intent != 'refund'"
      goto: draftReply
  compensation:
    issueRefund: { compensate: billing.reverseRefund }

The draftReply step reuses the RAG agent; issueRefund declares compensation so a downstream failure can roll back the refund (saga).

4. Deploy & Run

wovyr workflows validate -f workflows/support.yaml
wovyr workflows create -f workflows/support.yaml
WF=$(wovyr workflows list -o json | jq -r '.data[]|select(.name=="support-triage").id')
wovyr workflows publish "$WF"

EXE=$(wovyr workflows run "$WF" --input @ticket.json -o json | jq -r '.execution_id')
wovyr workflows executions get "$EXE" --watch

5. Human Approval

When a refund exceeds $100, the execution suspends on the human task. The support lead approves in the dashboard or via CLI:

TASK=$(wovyr workflows executions get "$EXE" -o json | jq -r '.pending_task_id')
wovyr workflows tasks complete "$TASK" --decision approved

The execution resumes and issues the refund (human tasks).

6. Durability & Resilience

The execution is durable — it survives restarts via checkpointing and can wait 24h for approval without holding resources.
If sendEmail fails after a refund, compensation reverses the refund.

7. Observe

Watch the execution animate in the Workflow Builder; inspect per-activity inputs/outputs, retries, and the approval decision.

9. Revision History

Version	Date	Description
1.0.0	2026-06-27	Initial Customer Support Workflow example