Question

An agent is managing a billing dispute. After calling `get_customer` and `lookup_order`, it determines that the dispute concerns a promotional-pricing error that requires manager approval—beyond the agent’s authorization level. How should the workflow manage this mid-process escalation?

Accepted Answer

A. Compile a structured handoff with customer details, order info, and the identified issue before calling escalate_to_human.

Answer

Persist the complete conversation and tool response history to a database, then call escalate_to_human with a reference ID.

Answer

Call escalate_to_human passing only the customer’s original message.

Answer

Attempt the refund with process_refund anyway, escalating only if the system rejects the transaction.