%% Support resolution agent on gcp. Generated; edit the catalog, not this file.
flowchart LR
  subgraph people["People and channels"]
    n_customer["Customer<br/><small>Person</small>"]:::people
    n_channels["Chat and email channels<br/><small>Cloud Run</small>"]:::people
    n_commerce["Order and payment systems<br/><small>External system</small>"]:::people
  end
  subgraph control["Control and trust"]
    n_edge["Edge protection<br/><small>Cloud Armor + Load Balancing</small>"]:::control
    n_conversation_api["Conversation API<br/><small>Cloud Run</small>"]:::control
    n_gateway["Model gateway<br/><small>Apigee (AI gateway policies)</small>"]:::control
  end
  subgraph intelligence["Intelligence and work"]
    n_agent["Resolution agent<br/><small>Agent Runtime (Agent Platform)</small>"]:::intelligence
    n_model["Reasoning model<br/><small>Gemini 3.8 Flash (Agent Platform)</small>"]:::intelligence
    n_tools["Tool server (MCP)<br/><small>MCP server on Cloud Run</small>"]:::intelligence
    n_case_state["Case state<br/><small>Firestore</small>"]:::intelligence
  end
  subgraph knowledge["Knowledge and records"]
    n_policy_index["Policy and help index<br/><small>Agent Search</small>"]:::knowledge
  end
  subgraph assurance["Assurance and operations"]
    n_desk["Human agent desk<br/><small>Review console on Cloud Run</small>"]:::assurance
    n_traces["Traces, cost, CSAT<br/><small>Cloud Logging, Monitoring, Trace</small>"]:::assurance
    n_scenarios["Scenario evals<br/><small>Evaluation service (Agent Platform)</small>"]:::assurance
  end
  %% flow contact (data, personal)
  n_customer -->|"Message"| n_channels
  %% flow screen (control, operational)
  n_channels -.->|"Bot and rate checks"| n_edge
  %% flow open-case (data, personal)
  n_channels -->|"Verified session and message"| n_conversation_api
  %% flow delegate (control, personal)
  n_conversation_api -.->|"Case with authority table"| n_agent
  %% flow plan (data, personal)
  n_agent -->|"State and policy context"| n_gateway
  %% flow infer (data, personal)
  n_gateway -->|"Model call"| n_model
  %% flow ground (data, internal)
  n_agent -->|"Policy lookup"| n_policy_index
  %% flow act (data, personal)
  n_agent -->|"Typed tool call"| n_tools
  %% flow effect (data, personal)
  n_tools -->|"Read or capped write with idempotency key"| n_commerce
  %% flow remember (data, personal)
  n_agent -->|"Step, result, budget"| n_case_state
  %% flow handoff (control, personal)
  n_agent -.->|"Transfer with case summary"| n_desk
  %% flow reply (data, personal)
  n_conversation_api -->|"Answer, confirmation or transfer notice"| n_channels
  %% flow telemetry (telemetry, operational)
  n_gateway -.-o|"Spend and latency per case"| n_traces
  %% flow simulate (control, internal)
  n_scenarios -.->|"Simulated contacts per release"| n_conversation_api
  classDef people fill:#8AB4FF22,stroke:#8AB4FF,color:#0f1017
  classDef control fill:#B9A7FF22,stroke:#B9A7FF,color:#0f1017
  classDef intelligence fill:#5EE6CF22,stroke:#5EE6CF,color:#0f1017
  classDef knowledge fill:#FFC07A22,stroke:#FFC07A,color:#0f1017
  classDef assurance fill:#FF9FCB22,stroke:#FF9FCB,color:#0f1017