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The dispute handling workflow is the main orchestrator. It should own the case lifecycle and call agents only for the parts that need judgment.

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What the Workflow Owns

The workflow should control:
  • Case state
  • Deadline checks
  • Branch routing
  • Tool call order
  • Retry and failure paths
  • Human approval gates
  • Handoffs to subflows
  • Status updates back to the source system
Autonomous agents should not own these process states. They should return structured outputs that the workflow can validate and route.

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Main Flow

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Subflows

Break repeated deterministic logic into callable workflows:
If two use cases need the same approval logic, make that logic a callable workflow instead of rebuilding it inside every blueprint.

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Agent Calls

Use focused agents with clear contracts: The workflow should validate the output shape before continuing.

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Branching Guidelines

Use deterministic branches for conditions such as:
  • Response deadline has passed
  • Case value is above approval threshold
  • Required evidence is missing
  • Account response is overdue
  • Reviewer rejected the evidence packet
  • Tool call failed
Use agent judgment for conditions such as:
  • Whether the reason text maps to one or more categories
  • What clarification to request from the account
  • How to summarize evidence in a clear narrative
  • Whether reviewer comments imply a specific correction

Workflows

Learn when to use deterministic workflows.

Nodes and Conditions

Build branches, tool nodes, and conditions.

Sub-Agents

Call focused agents from workflows and agents.

Guardrails

Add escalation and restriction rules.