I have created an AI agent and configured its instructions and guardrails. As part of this setup, I have defined three case-type tools ,
each with specific instructions to trigger the respective case when certain conditions are met based on the user input (such as email content).
Currently, when I use the agent and ask it to create a new case and pass data from the current case to the newly created case, I am facing inconsistent behavior:
- Sometimes the case is created but the data is not passed.
- Sometimes the data is passed, but the case gets automatically submitted.
- Due to auto-submission, I am unable to view or verify the pre-filled case details.
What I want to achieve is:
- When a user explicitly instructs the agent, it should create the appropriate case based on the identified condition.
- The agent should extract and pass relevant data from the current case (and user input) to the new case.
- The new case should open in a pre-filled, editable state (not submitted), so that the user can review the details before proceeding.
I would like guidance on:
- Whether this behavior should be controlled at the Agent Instructions level or within each individual tool’s instructions.
- How to ensure consistent data mapping and passing between cases.
- How to strictly prevent auto-submission and enforce a review step before submission.
Any suggestions on the correct approach or best practices to achieve this behavior would be very helpful.