Customer Support Agent with Handoff

// orders.example.com — the backend your lookup_order tool calls.
import { Hono } from "hono";

const app = new Hono();

app.get("/v1/orders/:id", async (c) => {
  const id = c.req.param("id");
  const order = await db.orders.findById(id);        // your system of record
  if (!order) return c.json({ found: false }, 404);
  return c.json({
    found: true,
    order_id: id,
    status: order.status,                            // "shipped" | "processing" | …
    eta: order.etaIso ?? null,
    carrier: order.carrier ?? null,
  });
});

export default app;

// Agent-desktop "Accept" button → clears the offer, bridges the caller.
async function acceptCall(callSid: string, agentJwt: string) {
  const res = await fetch("https://engine.clutchcall.dev/api/acd/accept", {
    method: "POST",
    headers: {
      "content-type": "application/json",
      "authorization": `Bearer ${agentJwt}`,   // the signed-in agent
    },
    body: JSON.stringify({ call_id: callSid }),
  });
  if (!res.ok) throw new Error(`accept failed: ${res.status}`);
  return res.json() as Promise<{ status: "accepted"; call_id: string }>;
}

import { Voice } from "@clutchcall/sdk/voice";

const v = new Voice({
  baseUrl: "https://engine.clutchcall.dev",
  apiKey:  process.env.CLUTCHCALL_CREDENTIALS!,
  orgId:   "org_abc",
});

// Read the live call by the same sid the agent has been using.
const call = await v.calls.get({ sid: callSid });
console.log(call.status);            // "in_progress" through the handoff

// Alternative escalation: instead of letting the model queue to a skill,
// your app can transfer the live call itself — the sid is preserved either way.
await call.transfer({ agent: "senior-support" });   // re-attach to another agent
// …or forward to an on-call phone via SIP REFER:
await call.transfer({ to: "+15557654321" });