RI

AGT-1189 · Contact Centre

Customer Support Copilot · Region East

Drafts agent responses grounded on product and policy knowledge base.

medium riskcompliant

Trust score

95

grounding, fairness, oversight

Requests / 30d

16,148

model Bedrock · claude-sonnet

Human approval

Not required

data class Internal

Last audit

2026-05-05

version v4.7

Agent architecture

Request path from the surface the customer or staff member touches, through the governance gateway, to the model and its wired systems

Entry surfaces

Microsoft 365 Copilot

 

Business application · Microsoft

WhatsApp business channel

 

Customer channel · Meta

Governance gateway

Truint policy enforcement point

9-stage filter chain · p99 54 ms

Evidence ledger writer

Hash-chained, RFC-3161 anchored

Agent runtime

Customer Support Copilot · Region East

AGT-1189 · v4.7 · trust 95

Bedrock · claude-sonnet

 

LLM / model endpoint · ap-south-1

Tools & data

crm.case.update

 

Tool / function · Confidential

Enforcement chain on every request

  1. 1Identity & entitlementCaller identity resolved; agent entitlement checked against the registry record.
  2. 2Kill switchEstate and per-agent revocation state for AGT-1189 evaluated before any spend.
  3. 3Manifest checkOnly integrations on the signed manifest below are reachable.
  4. 4Budget & rateToken, cost and concurrency budgets for Contact Centre.
  5. 5Injection screenPrompt and retrieved context screened for untrusted-content patterns.
  6. 6DLP & maskingInternal payloads masked or tokenised inline.
  7. 7Policy decisionCompiled policy bundle evaluated; allow, warn or block.
  8. 8Human in the loopAdvisory output only — no restricted action is executable.
  9. 9Ledger barrierDecision hash-chained into the audit ledger before the response is released.

Registry record

Source of truth for this agent

Registry ID
AGT-1189
Business owner
M. Fernandes
Department
Contact Centre
Model endpoint
Bedrock · claude-sonnet
Version
v4.7
Data classification
Internal
Human-in-the-loop
Advisory output only

Trust composition

Grounding & citations99
Fairness89
Security posture97
Oversight coverage78

Wired integrations

Signed manifest — nothing else is reachable

Bedrock · claude-sonnetconnected

LLM / model endpoint · AWS · scopes invoke_model, guardrails

crm.case.updateconnected

Tool / function · Salesforce FSC · scopes case.write, note.append

Microsoft 365 Copilotpending

Business application · Microsoft · scopes chat, summarise

WhatsApp business channeldegraded

Customer channel · Meta · scopes messaging

Policies in force

POL-004 · No customer data sent to public LLMPOL-006 · PII masking requiredPOL-007 · Sensitive prompts blockedPOL-008 · Prompt injection protectionPOL-009 · Toxicity detection

Recent decisions

Live gateway stream filtered to this agent

No gateway traffic for this agent in the current buffer.

Open risks

Drill into the investigation

No open risks on this agent.

Ledger entries

Hash-chained decision records

No ledger entries surfaced in the current window.

Governance obligations

  • Quarterly attestation by M. Fernandes under MB-04
  • Advisory output only — no autonomous execution of restricted tools
  • Kill switch tested; revocation propagates in under 30 seconds
  • Evidence retained ten years for regulator inspection