Scenario 6: Customers and suppliers

Who: outside people (customers, suppliers, partners), support and purchasing agents, and the internal team supervising.

A typical day - Customer: the message arrives through WhatsApp or Telegram and lands in the #customer-fulano channel. The agent suggests the reply and the human releases it or takes over. - Order: the agent confirms lead time and stock with the supplier in the #supplier-y channel, where the supplier's agent may also be present. - Escalation: a complaint or high value goes straight to a person, with the history summarized. - Panel: support queue, response time and what is waiting on whom.

Possibilities - 6a — Supervised support: every outgoing message goes through human approval. Safer, slower. - 6b — Autonomy by type: simple questions the agent answers alone; the rest asks for approval. - 6c — Company agent talking to supplier agent: routine negotiation between agents, and the human approves the closing. - 6d — Customer portal: the customer sees their own channel (order, delivery, files), without seeing anything internal.

What becomes mandatory - Total separation between external and internal channels. - Protection against prompt injection: a customer message is data, never instruction. - A record of what was sent and who approved it. - Care with personal data (LGPD).

Risks: an agent error reaches the customer directly, leak of internal information and manipulation attempts by outsiders.

Makes sense when: there is a volume of repetitive support and the team is small. Connects with the support kits (clinic, restaurant, hotel).