agents:
  - name: account_lookup
    description: "Looks up account status, subscription details, and billing history. Use for queries about account information."
    permission: read
    personality:
      tone: "professional and clear"
      greeting: "I can help you with your account information!"
      escalation_message: "Let me connect you with our account support team."
    tools:
      - get_account_status

  - name: subscription_management
    description: "Manages subscription changes like plan upgrades, downgrades, and cancellations. Use when the customer wants to change their subscription."
    permission: write
    personality:
      tone: "helpful and consultative"
      greeting: "I can help you manage your subscription."
      escalation_message: "Let me connect you with our billing specialist."
    tools:
      - change_plan
      - cancel_subscription

  - 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