Embedding Payment Actions in an AI Customer Service Workflow

// Tier 1: auto-execute (read-only)
var readTools = [
  { name: 'get_transaction', description: 'Get transaction details by reference.' /* ... */ },
  { name: 'get_subscription_status', description: 'Check subscription status.' /* ... */ },
  { name: 'list_recent_payments', description: 'List customer's recent payments.' /* ... */ },
];

// Tier 2: require approval (write operations)
var writeTools = [
  {
    name: 'request_refund',
    description: 'Request a refund for a transaction. Queues for human approval — does not execute immediately.',
    input_schema: {
      type: 'object',
      properties: {
        transaction_reference: { type: 'string' },
        reason: { type: 'string' },
        amount: { type: 'number', description: 'Amount in kobo. Omit for full refund.' },
      },
      required: ['transaction_reference', 'reason'],
    },
  },
  {
    name: 'request_subscription_cancellation',
    description: 'Request cancellation of a subscription. Queues for human approval.',
    input_schema: {
      type: 'object',
      properties: { subscription_code: { type: 'string' }, reason: { type: 'string' } },
      required: ['subscription_code', 'reason'],
    },
  },
];

// Execute write tools — always queue, never execute immediately
async function executeWriteTool(toolName, input, customerId, agentSessionId) {
  var requestId = await db.pendingActions.insert({
    tool: toolName,
    input,
    customer_id: customerId,
    agent_session_id: agentSessionId,
    status: 'awaiting_approval',
    created_at: new Date(),
  });

  // Notify human team via Slack
  await sendSlackMessage({
    channel: '#support-approvals',
    text: 'AI refund request from customer ' + customerId + ': ' + JSON.stringify(input),
    blocks: [
      { type: 'section', text: { type: 'mrkdwn', text: '*Action:* ' + toolName + '
*Params:* ' + JSON.stringify(input) } },
      {
        type: 'actions',
        elements: [
          { type: 'button', text: { type: 'plain_text', text: 'Approve' }, value: requestId, action_id: 'approve_action' },
          { type: 'button', text: { type: 'plain_text', text: 'Reject' }, value: requestId, action_id: 'reject_action', style: 'danger' },
        ],
      },
    ],
  });

  return { status: 'queued', requestId, message: 'Your request has been submitted and will be processed within 2 business hours.' };
}

When the human approves via Slack, your Slack webhook handler executes the actual Paystack API call and updates the customer.

See human-in-the-loop design for AI payment operations for the broader framework.

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