SSentinelDocumentation
Open Sentinel
Support cases

Operate

Support cases

Review evidence-backed drafts and decide which become customer responses.

Support review

Support cases give a human reviewer the final word before an evidence-backed draft becomes a customer response. The review page shows a queue of imported tickets, a metric summary, and per-case draft responses with the evidence they cited — an agent can draft, but never auto-send.

Waiting

Cases awaiting a reviewer decision.

Resolved

Cases approved and released as the final response.

Escalated

Cases routed to a person because the draft was unsafe or low-confidence.

Resolution rate

The share of reviewed cases that were resolved.

How cases arrive

Cases are created from your external support workflow. Each case records the external system and ticket id, subject, the original customer message, the agent's draft response, and the evidence sources it cited.

  1. 1

    Import a ticket

    Send the ticket to the agent's public support-case endpoint (below).
  2. 2

    Sentinel drafts a response

    The agent grounds the draft in its attached knowledge and records the sources used.
  3. 3

    The case waits for review

    Nothing is sent automatically. The case appears in the review queue with its draft and evidence.

Review and decide

  1. 1

    Edit the draft

    Adjust the response text to correct tone or close gaps before releasing it.
  2. 2

    Approve resolution

    Releases the edited draft as the final customer response and marks the case resolved.
  3. 3

    Escalate

    Routes the case to a person with a note; the draft stays visible for follow-up.
  • Check the cited evidence before approving — confirm the draft answers the customer from approved sources.
  • Escalate anything that needs account changes, sensitive actions, or low-confidence answers.

Public API

Deployed agents expose two public support-case endpoints under /api/v1/public/agents/<agent-id>/…, protected by the same integration key used for chat.

Import a support case
curl -X POST "$SENTINEL_URL/api/v1/public/agents/$AGENT_ID/support-cases" \
  -H "Authorization: Bearer $SENTINEL_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "external_system": "zendesk",
    "external_ticket_id": "12345",
    "subject": "Billing question",
    "customer_message": "Why was I charged twice?",
    "category": "product-how-to",
    "context": {"customer_id": "c_42"}
  }'

The response returns the created case, including the drafted response and its sources. To check whether a reviewer has decided, fetch the case by id with the same key: GET /api/v1/public/agents/<agent-id>/support-cases/<case-id>.