The Scenario
Customer asks via WhatsApp about an order. Agent confirms via WhatsApp, escalates shipping delay to warehouse system, follows up via email with tracking. One agent logic, multiple channels and systems.
State Management
Conversation state persists regardless of channel. Unified identity resolution via Data 360 or equivalent CDP. Context travels; user doesn’t repeat themselves when switching channels.
Idempotent Actions
Agent retries happen. Actions must tolerate replay. Upsert operations, idempotency keys, compensating actions on failure. Without these, multi-system execution produces duplicates or orphaned state.
Failure Handling
What if the warehouse system is down? Agent gracefully queues, notifies user of expected delay, retries autonomously. Customer doesn’t experience the outage; the system absorbs it.