Question 13
Scenario: Customer Support Resolution Agent
An Agent SDK support agent handles returns, billing disputes and account issues through MCP tools like get_customer, lookup_order, process_refund and escalate_to_human. It aims to resolve most cases on first contact — and to know exactly when to hand off to a human.
Read the full scenario lessonWhen the agent calls lookup_order and receives order details showing the item was purchased 45 days ago, how does the agentic loop determine whether to call process_refund or escalate_to_human next?