A support ticket, triaged and answered

workflow.yaml is AWML 0.4, as it was pushed. The registry draws, checks and fits it converted to AWML 0.8.

# Support tickets, triaged and answered. The tickets, and the customers in them, stay with support.
# An agent edits each drafted reply and sends it, which is their yes. Once a week a standing rule
# publishes a summary of trends, with no customer named, to the product team. The company is
# fictional.
awml: "0.4"
title: A support ticket, triaged and answered
scopes:
  - { id: support, label: "support: support agents", processing: { anthropic: any } }
  - { id: product, label: "product: product managers, designers", processing: { anthropic: any } }
parts:
  - { id: ticket, kind: trigger, label: "A new ticket", wait: PT15M, in: support }
  - { id: triage, kind: ai, op: sort, label: "Sort by product and urgency", in: support }
  - { id: route, kind: code, op: sort, label: "Route it to the product's queue", in: support }
  - { id: weekly, kind: trigger, label: "Mondays 09:00", wait: P1D, in: support }
  - { id: trends, kind: ai, op: learn, label: "Sum up the week's trends, naming no customer", in: support }
  - { id: board, kind: context, label: "The product team's trends", in: product }
  - { id: helpcentre, kind: context, label: "Help centre notes", at: kb/help-centre, in: support }
  - { id: draft, kind: ai, op: draft, label: "Draft a reply from the help centre notes", in: support }
  - { id: edit, kind: person, op: do, label: "Edit the reply and send it", in: support }
  - { id: send, kind: outside, label: "Send the reply: Ask", in: support }
lines:
  - { from: ticket, to: triage, kind: start }
  - { from: triage, to: route, kind: data }
  - { from: route, to: draft, kind: data }
  - { from: helpcentre, to: draft, kind: data }
  - { from: draft, to: edit, kind: data }
  - { from: edit, to: send, kind: data }
  - { from: weekly, to: trends, kind: start }
  - { from: route, to: trends, kind: data, label: "the week's tickets" }
  - { from: trends, to: board, kind: publish, label: "standing rule: weekly, anonymised" }