> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatropic.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How a request becomes a resolution

> What happens between the first message and a completed request?

A useful support conversation ends with the customer understanding what happened and what comes next. Sometimes that means receiving the right policy answer. Other times it means checking a live record, completing an approved action, or reaching a person who can help.

Chatropic brings these steps together through an agent configured by your team. The walkthrough below uses a fictional order enquiry to explain the process. It assumes that the required order lookup and identity checks have already been configured.

## Start with the customer’s request

A customer asks, “Where is order CH-2048?” The agent needs to establish what information is required to help. It should follow your configured identity checks before exposing customer-specific information.

A reference number alone may not be enough for your business. Your technical and policy owners should decide how ownership is verified and what the agent can reveal if that verification fails.

## Route the work to the right specialist

The Super Agent can delegate a focused task to a specialist with the relevant instructions, knowledge, and tools. An order specialist might retrieve status information, while a knowledge specialist explains the delivery policy.

The customer continues to receive a coordinated response. Specialization is useful when it clarifies responsibility; it should not become a reason to give every specialist access to every system.

## Retrieve information from the correct source

The order-status tool returns the current record. Suppose that record says “Awaiting dispatch.” The agent should explain that status and use approved policy information for the next step.

It should not invent a tracking number, infer that the order has shipped, or promise an arrival date that the source does not support. If the tool fails, the response should acknowledge the missing information and follow the configured clarification or handoff path.

## Complete an action only when it is authorized

If the customer also wants to change the delivery instruction, that is a separate operation. The agent needs permission to make the change, must check whether the order is eligible, and must collect any required confirmation.

Tell the customer the change is complete only after the connected system confirms success. A tool being called is not the same as the requested work being completed.

## Review the final outcome

Use Conversations to inspect the transcript and tool evidence. Check whether the customer received an accurate answer, whether a requested action succeeded, and whether escalation happened when needed.

Keep this operational review separate from billing terminology. A message, a tool call, and a recorded AI resolution are different events. The [AI resolution guide](https://docs.chatropic.com/explore/ai-resolutions.md) explains the billing concept.

Next, [take the product tour](https://docs.chatropic.com/explore/product-tour.md) to understand how your team builds and tests this behavior.


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