// implementation workflow

Agent Onboarding Playbook

Standard delivery process for new enterprise customers · HUB

PHASE 01
🗄️
Data Foundation
datalake · repositories · connectors
INFRA
Internal Databases
SharePoint / Drive
PDFs & Docs
ERP / CRM / ITSM
Live APIs
Ticketing Systems
Data Warehouse
Webhooks & Streams
All sources ingested into the centralised datalake. Format normalised, access credentials validated, RBAC scopes defined per source.
↓
PHASE 02
🧠
Knowledge Base Pipeline
sync · vectorise · segment
RAG SETUP

Continuous sync pipelines built from datalake to one or more Knowledge Bases. Segmentation strategy depends on business requirements:

🗄️
Datalake
Single Source
→
BY DEPT
HR KB · Finance KB · Legal KB · IT KB · Sales KB
BY ACCESS
Public KB · Internal KB · Exec-Only KB
BY FUNCTION
Support KB · Compliance KB · Product KB
BY LANGUAGE
EN KB · PT KB · ES KB
Chunks vectorised with RAG. Scheduled or event-triggered sync. Multi-tenant isolation enforced per KB.
↓
PHASE 03
🤖
Agent Configuration
identity · behaviour · guardrails
SETUP
Identity
Agent name & persona
Tone of voice (formal / friendly / technical)
Language & locale settings
Role & Mission
Primary objective definition
Domain areas & scope
Escalation & handoff rules
Output Format
Response structure (cards, text, lists)
Verbosity & length limits
Citation & source display
Constraints & Rules
Strict topic boundaries
Prohibited topics & keywords
Fallback & refusal patterns
Security layer: 🛡️ SOC Guardrails ⚠️ Risk Scoring 🔒 Auto-Lock 📋 Audit Trail
SOC thresholds set per agent: flag count window, severity levels, blocked keyword rules, auto-lock trigger policies.
↓
PHASE 04
🧪
Sandbox & Testing
qa · a/b tests · iteration
QA

Isolated sandbox environment. Test agents before any production exposure. A/B testing framework enables structured comparison across variants.

Variant A — Current
Baseline agent config
Existing prompt & model
Current temperature / params
Variant B — Challenger
New agent version / config
Different model or prompt
Adjusted guardrails / tone
Quality scoring
Latency benchmarks
Cost per query
Hallucination rate
SOC flag rate
Escalation rate
Run tests against current production agent OR new challenger. Promote winning variant when acceptance criteria are met.
↓
PHASE 05
🌐
Expose & Distribute
apis · widgets · workflows
DEPLOY

Once validated in sandbox, agents are exposed to end-users and external systems through multiple delivery channels:

⚡
REST APIs
Expose agents as API endpoints. Integrate with any system — CRM, ERP, internal tools — via standard HTTP calls with token-based auth.
OpenAPI Webhooks Rate Limits
💬
Widgets
Embeddable chat widgets for websites and portals. Drop-in JavaScript snippet with customisable branding, position, and behaviour.
Embed JS iFrame White-label
🤖
Workflows
Autonomous agent workflows — multi-step, event-driven pipelines that chain actions, decisions, and integrations without human intervention.
Autonomous Event-driven Multi-step
Slack & Teams Bots
Email Channels
WhatsApp / SMS
Custom Integrations
Each channel inherits the agent's guardrails and SOC policies. RBAC & API key scoping enforced per channel. Usage metered independently.
↓
PHASE 06
🛡️
Operations, Costs & SOC
performance · billing · security operations
OPS

Live monitoring of agent performance, cost tracking, and security operations centre oversight — all in a single operational dashboard.

Performance
Response latency (p50 / p95 / p99)
Throughput & concurrency
Uptime & error rates
Model version tracking
Cost Management
Cost per query & per agent
Token usage breakdown (in/out)
Budget alerts & caps
Billing per tenant / department
SOC Dashboard
Real-time incident feed
Flag severity heatmap
Auto-lock & escalation log
Blocked keyword audit
Compliance
Full conversation audit trail
Data retention policies
GDPR / LGPD controls
Export & reporting
Operations layer: 💰 Cost Analytics 🚨 SOC Alerts 📈 Live Metrics 🔒 Access Control
SOC and cost dashboards run 24/7. Anomaly detection triggers automatic alerts. Cost spikes and security incidents are escalated in real-time.
↓
PHASE 07
📊
Analysis & Continuous Improvement
dashboard · fact-check · hitl
LIVE
↑ Q
Response Quality
ms
Latency Tracking
$
Cost per Query
🛡️
SOC Incidents
✓
Fact-Check Rate
↺
Escalations
Human oversight: 👤 HITL — Human-In-The-Loop 🔍 Fact-Check Reviews 📝 Audit Log Export
Insights feed back into Phase 03 (agent tuning) and Phase 04 (new A/B tests). Continuous loop — never a one-time deployment.
CONTINUOUS IMPROVEMENT LOOP ⟳ PHASE 07 → PHASE 03 → PHASE 04
Data & Infrastructure
Knowledge Base Setup
Agent Configuration
Sandbox & Testing
Expose & Distribute
Operations & SOC
Analysis & HITL