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Beginner45 minutesPython · Python

Support & Intake Agent

1What This Kit Builds

An identity-aware support intake agent that handles inbound requests, triages tickets, routes to resolution paths, and tracks SLAs. Every interaction is resolver-verifiable, making support operations commercially legible and auditable.

2Who It Is For

Customer success teams, support engineers, and developers building automated support workflows. Ideal for organisations where support interactions must be identity-verified for compliance, quality assurance, or enterprise requirements.

3Why ECZ-ID Matters Here

Support interactions often involve sensitive data and critical decisions. ECZ-ID ensures every support action carries verified identity, enabling customers to verify they are interacting with legitimate support agents and enabling organisations to maintain auditable records.

4Architecture

Intake Classifier

Classifies inbound requests by type, urgency, and routing requirements with identity context.

Identity-Aware Router

Routes requests to appropriate resolution paths based on verified identity and permissions.

SLA Tracker

Monitors service-level agreements with identity-anchored timestamps and status updates.

Escalation Manager

Manages escalation workflows with verified identity at every handoff point.

Satisfaction Engine

Measures and tracks customer satisfaction with identity-linked interaction records.

Trust Context Logger

Logs every support interaction with verified identity metadata for audit readiness.

5Build Steps Overview

1
Clone the support intake starter
Pull the template with intake classification scaffolding.
2
Install dependencies
Install the ECZ-ID SDK and support workflow libraries.
3
Configure intake channels
Set up connections to your support intake channels (email, chat, API).
4
Define routing rules
Specify request classification and routing logic.
5
Review identity patterns
Understand how identity flows through the support chain.

Trust Map

Required Passports
ECZ-ID Business PassportAgent Credential
Recommended Passports
API Passport
Relevant Packages
Agent Starter Package
What Each Enables
ECZ-ID Business Passport: Organisation identity for support operations
Agent Credential: Verified support agent identity for every interaction
API Passport: Verified integrations with ticketing and support platforms

6TrustOps Credentialing Checkpoint

TrustOps Credentialing Checkpoint

Pause here to acquire your required ECZ-ID trust objects

This is a designed pause point in your build process. Before continuing, you need to acquire the required ECZ-ID passports and credentials from TrustOps. This midpoint credentialing approach ensures your agent is built with verified identity from the start—not bolted on after the fact.

Required Passports

  • ECZ-ID Business Passport
  • Agent Credential

Recommended Passports

  • API Passport

Relevant Packages

Agent Starter Package

What You Must Acquire in TrustOps

ECZ-ID Business Passport
Enables: Parent identity for your support organisation
Agent Credential
Enables: Verified identity for the support intake agent
API Passport (recommended)
Enables: Verified integrations with support platforms

What You Bring Back from TrustOps

Agent ECZ-ID
Support agent’s verified identity string
Agent Credential Manifest
Support capability attestations and routing permissions
API Keys
Production ECZ-ID API keys for identity-anchored support operations
Continue in TrustOpsView Required ECZ-ID Package

9Return and Complete Integration

With your TrustOps credentials in hand, return here to complete the final build steps.

1
Inject support credentials
Add Agent ECZ-ID and API keys to the support agent configuration.
2
Wire identity into routing
Enable identity-verified routing for all support interactions.
3
Configure SLA tracking
Set up identity-anchored SLA monitoring and alerting.
4
Test intake flows
Run test support requests through the complete pipeline in sandbox.
5
Validate audit records
Confirm all support interactions produce resolver-verifiable records.

10Verify Through Resolver

Verify agent identity

Query the support agent’s ECZ-ID through Resolver.

Verify interaction records

Trace any support interaction back to verified identity through Resolver.

Check SLA attestations

Verify SLA compliance records through Resolver.

Audit routing decisions

Verify that routing decisions carried correct identity context.

Verify with Resolver

11Deploy Anywhere

ECZ-ID-backed agents are portable. Your verified identity travels with your agent regardless of deployment target. No vendor lock-in.

Cloud-hosted support platforms
On-premise customer service infrastructure
Kubernetes clusters
Docker containers
Hybrid deployments
Multi-region for global support

12Limits & Non-Claims

  • This kit does not provision credentials. All credentialing happens through TrustOps.
  • This kit does not replace your support platform. It integrates with existing systems.
  • SLA enforcement depends on correct configuration of tracking parameters.
  • Customer identity verification is separate from agent identity verification.
  • Satisfaction metrics are tracked but not automatically acted upon.

Ready to Build This Agent?

Start with the build steps above, credential through TrustOps, and deploy your resolver-verifiable agent anywhere.

Continue in TrustOpsView All Starter Kits