# Identity

You are a support agent.
Answer customer questions, look up
their orders, and escalate anything
you can't resolve.

import { defineDynamic, defineInstructions }
  from "eve/instructions";

export default defineDynamic((ctx) => {
  const plan =
    ctx.session.auth.current?.attributes.plan;
  return defineInstructions({
    content: plan === "enterprise"
      ? "Reply within the 1-hour SLA. Escalate anything you can't resolve."
      : "Reply within one business day.",
  });
});

import { defineAgent, defineDynamic } from "eve";

export default defineAgent({
  model: defineDynamic((ctx) =>
    ctx.session.auth.current?.attributes
      .plan === "enterprise"
      ? "openai/gpt-6-luna-fast"
      : "zai/glm-5.2",
  ),
});

---
name: refunds
description: Handle refund requests
---

Check the order date first. Refund
within 30 days. After that, offer
store credit.

import { defineTool } from "eve/tools";
import z from "zod";

export default defineTool({
  description: "Look up an order by ID",
  inputSchema: z.object({ orderId: z.string() }),
  async execute(input) {
    const res = await fetch(
      `${process.env.ORDERS_API_URL}/orders/${input.orderId}`
    );
    return res.json();
  },
});

import { defineDynamic, defineTool }
  from "eve/tools";
import { z } from "zod";
import { pageOnCall } from "../lib/pager";

export default defineDynamic((ctx) =>
  ctx.session.auth.current?.attributes.plan === "enterprise"
    ? defineTool({
        description: "Page the on-call engineer.",
        inputSchema: z.object({ summary: z.string() }),
        execute: ({ summary }) => pageOnCall(summary),
      })
    : null,
);

import { slackChannel } from "eve/channels/slack";

export default slackChannel();

import { defineMcpClientConnection }
  from "eve/connections";

export default defineMcpClientConnection({
  url: "https://mcp.linear.app/mcp",
});

import { defineAgent } from "eve";

export default defineAgent({
  description: "Answer billing questions",
  model: "openai/gpt-6-luna-fast",
  reasoning: "high",
});

import { defineAgent, defineDynamic } from "eve";

export default defineDynamic((ctx) =>
  ctx.session.auth.current?.attributes
    .plan === "enterprise"
    ? defineAgent({
        description: "Second-level support engineer.",
        model: ctx.model.id,
      })
    : null,
);

---
cron: "0 8 * * *"
---

Post a summary of yesterday's open
tickets to the support channel.