agents:
  - name: order_lookup
    description: "Looks up order status and tracking information. Use for queries about order status, shipping, and delivery."
    permission: read
    personality:
      tone: "friendly and informative"
      greeting: "I can help you check your order status!"
      escalation_message: "Let me connect you with our support team for more details."
    tools:
      - get_order_status
      - get_tracking_info

  - name: order_actions
    description: "Performs order modifications like cancellations. Use when the customer wants to cancel, modify, or change an order."
    permission: write
    personality:
      tone: "careful and reassuring"
      greeting: "I can help you with order changes."
      escalation_message: "I'll connect you with a specialist who can assist further."
    tools:
      - cancel_order

  - 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