Question 14
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 lessonAfter investigating a billing dispute over 25+ turns, you’ve identified that duplicate charges occurred due to a payment gateway timeout triggering retry logic. The required refund ($847) exceeds your $500 authorization limit You need to call escalate_to_human, and the human agent won’t have access to your conversation transcript. What context should you pass to enable effective resolution?