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The account communication agent handles messages to the account, merchant, or internal account owner connected to a dispute. It should be called by the dispute handling workflow when the case needs clarification, documents, or confirmation before evidence can be prepared.

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What It Does

The agent:
  • Reviews the structured case record and missing-information checklist
  • Drafts a concise message to the account or merchant
  • Uses the right channel for the relationship, such as ticketing, email, CRM, or internal messaging
  • Asks only for information that is needed for the current dispute branch
  • Handles supported languages and tone requirements
  • Returns a structured wait state to the workflow
NeedDuckie component
Interpret what information is missingAutonomous agent
Send account messagesApp tool or responder tool
Look up account and transaction contextApp, custom, or MCP tools
Apply communication rulesGuidelines and guardrails
Continue after a response arrivesWorkflow state transition

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Flow

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Agent Instructions

The instructions should be narrow and operational: 
You help gather information for payment dispute cases.

Use the case record, transaction details, and missing-information checklist to draft clear account-facing messages. Ask only for information needed to handle the current case. Do not promise an outcome. Do not ask for sensitive payment credentials. If the case requires legal, policy, or financial judgment outside the provided rules, escalate to the review channel.

Return structured output with:
- message_draft
- requested_information
- channel_recommendation
- language
- deadline
- remaining_risks

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Guardrails

Add guardrails for:
  • No guarantees about dispute outcomes
  • No collection of sensitive credentials
  • No use of evidence that is not account-provided, transaction-backed, or customer-facing
  • Escalate legal threats, account ownership disputes, regulatory questions, or high-value exceptions
  • Escalate when the account asks to change historical records or fabricate evidence
Keep evidence quality rules outside the agent’s judgment alone. The workflow should validate required evidence types before moving to approval.

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Deployment Options

This agent usually does not need its own public deployment. In most systems, the dispute handling workflow calls it as a focused agent task. Use a direct channel deployment only when account messages come into a dedicated support queue and should be handled by this agent first.

Autonomous Agents

Configure the communication agent.

Guidelines

Control tone, formatting, and account-facing language.

Guardrails

Prevent unsafe account communications.

App Tools

Send messages through connected systems.