Question 42
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 lessonYour agent has called lookup_order multiple times while investigating a customer’s return requests. Each response includes 40+ fields (items, shipping details, payment info, status history). Tool outputs now represent the majority of the conversation’s context. The customer mentions two more orders they want to discuss. What’s the most effective approach before making additional lookups?