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The intake layer turns external events into a clean case record. It should be deterministic because downstream agents and workflows depend on consistent inputs.

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What It Does

The intake function:
  • Receives a dispute case from a ticketing event, custom webhook, or payment processor event
  • Creates or finds the internal case record
  • Extracts required fields such as processor case ID, amount, currency, deadline, transaction ID, account ID, and reason text
  • Validates that required fields are present
  • Routes incomplete cases to an enrichment or escalation path
  • Starts the main dispute handling workflow

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Flow

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Deployment Steps

1

Choose the trigger

Use a ticketing deployment when cases originate in a support system. Use a custom webhook when the payment processor or internal system should start the run directly.
2

Start in Testing mode

Create the deployment in Testing mode so you can review the extracted case record before live automation.
3

Call the validation workflow

Route the deployment to a workflow that checks required fields, normalizes names, and records missing data.
4

Add enrichment tools

Enable tools that can fetch transaction, account, processor, ticket, and CRM details.
5

Attach classification

Call a specialized classifier agent only after the case has enough context to classify reliably.

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Fields to Normalize

The exact field names can match your internal data model. The important part is that the workflow produces a stable, structured case object before agents begin judgment-heavy work.

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What to Track

Use categories and attributes from the first deployment:
  • Reason category
  • Case value band
  • Deadline risk
  • Intake source
  • Missing data type
  • Automation path
  • Final outcome

Creating Deployments

Create the entry-point deployment.

Custom Webhooks

Receive processor or internal events.

Categories

Track dispute reason categories.

Attributes

Track deadline, value, and source attributes.