# AI Agent Workflow Architecture & Recovery Plan — Support Escalation ## Decision summary Use event-driven n8n orchestration with deterministic validation before model classification. Keep high-risk responses and every consequential account action behind human approval. ## Target flow Zendesk webhook → schema validation and deduplication → account-context retrieval → bounded classifier → policy gate → human approval when required → Zendesk draft/update → audit event. ## Recovery controls | Failure | Containment | Recovery | |---|---|---| | CRM timeout | Stop context-dependent automation after two bounded retries | Create a human-review task with the ticket payload and correlation ID | | Invalid model output | Reject the response against the JSON schema | Re-run once with repair instructions, then route to review | | Zendesk update timeout | Preserve the idempotency key and checkpoint | Verify ticket state before replay to prevent duplicate updates | Launch only after duplicate, timeout, authorization, provider-outage and replay tests pass with retained evidence.