{
  "id": "support-copilot-staging",
  "name": "Support Copilot (Staging)",
  "description": "Helps support agents draft replies and look up order history during live chats.",
  "sponsor": "support-platform",
  "lifecycleState": "staging",
  "model": "claude-sonnet-4",
  "tools": [
    {
      "name": "ticket_search",
      "description": "Search recent support tickets by customer email or order id",
      "readsData": true,
      "writesData": false,
      "accessesDatabase": true
    },
    {
      "name": "order_lookup",
      "description": "Fetch order status from the commerce API",
      "readsData": true,
      "arbitraryHttp": true,
      "restrictedNetwork": true
    },
    {
      "name": "draft_reply",
      "description": "Suggest a reply draft for agent review before sending",
      "writesData": true,
      "modifiesResources": true,
      "requiresApproval": true
    }
  ],
  "permissions": [
    {
      "name": "tickets.read",
      "scope": "tickets:read",
      "resourceScope": "support/tickets",
      "accessLevel": "read",
      "wildcard": false,
      "production": false,
      "granted": true
    },
    {
      "name": "orders.read",
      "scope": "orders:read",
      "resourceScope": "commerce/orders",
      "accessLevel": "read",
      "wildcard": false,
      "production": false,
      "granted": true
    }
  ],
  "credentials": [
    {
      "kind": "oauth",
      "name": "ZENDESK_OAUTH",
      "location": "server",
      "embedded": false,
      "shared": false,
      "longLived": true
    },
    {
      "kind": "api-key",
      "name": "COMMERCE_API_KEY",
      "location": "server",
      "embedded": false,
      "shared": false,
      "longLived": false
    }
  ],
  "autonomy": {
    "maxIterations": 20,
    "humanApprovalRequired": true,
    "unlimited": false,
    "canModifyOwnConfiguration": false
  },
  "auditability": {
    "loggingEnabled": true,
    "tracingEnabled": true,
    "actionAttribution": true,
    "retentionDays": 90
  }
}