Anonymised pattern
Multi-channel support agent
- Problem pattern
- Questions arrive on WhatsApp and Slack. The answers live in internal documents, plus a few operational tools.
- Architecture
- Channel adapters in front of a LangGraph router. Retrieval over the corpus. Tool calls only for actions the policy allows. A person can take the turn.
- Our approach
- Write the tasks the agent may take. Check retrieval before the agent is trusted with them. Keep a tool allowlist. Interrupt when a step would change a customer record.
- Stack
- LangGraph, RAG (chunking, embeddings, hybrid search, reranking), WhatsApp, Slack.








