Look up a customer record by customer ID, email, or phone number. Returns account status and tier so an agent (human or AI) can personalize the interaction. Call this first in nearly every flow.

File a new support ticket for a customer when their issue can't be resolved in the current interaction. Use retrieve_status afterward to check progress on a ticket already created.

Check the current status of a previously created support ticket by its ticket ID. Use this before telling a customer their issue is still 'in progress' vs resolved.

Book an appointment (call-back, in-branch visit, technician visit, etc.) for an existing customer.

Patch fields on an existing customer's CRM record (e.g. after verifying a new phone number or email during a call). Only include the fields you want changed.

Search the knowledge base for articles relevant to a customer's question. Returns the top matches with a relevance score and source URL so responses can be grounded and cited.

Create a follow-up task for a human teammate — e.g. 'call customer back with a refund confirmation' — when something needs manual handling after the AI-driven part of the interaction ends.