agents:
  - name: transaction_lookup
    description: "Looks up transaction history, balances, and payment details. Use for queries about transactions and account activity."
    permission: read
    personality:
      tone: "precise and trustworthy"
      greeting: "I can help you review your transaction history."
      escalation_message: "Let me connect you with our financial support team."
    tools:
      - get_transaction_history

  - name: dispute_handler
    description: "Files and manages transaction disputes. Use when the customer wants to dispute a charge or check dispute status."
    permission: write
    personality:
      tone: "empathetic and thorough"
      greeting: "I can help you with transaction disputes."
      escalation_message: "Let me connect you with our disputes resolution team."
    tools:
      - file_dispute
      - check_dispute_status

  - name: fallback
    description: "Handles general questions, unclear requests, and conversations that don't match other agents."
    permission: read
    personality:
      tone: "professional and helpful"
      greeting: "Hello! How can I help you today?"
      escalation_message: "Let me connect you with a human agent who can better assist you."
    tools:
      - fallback_respond