Connect specialist agents around one customer case

Customer cases often need more than one specialist. A support owner may need product investigation, billing context, security guidance, ops status, and a human-approved customer summary.

If each handoff happens in a different private thread, the owner loses the sequence.

BAND gives the internal team a case room. It does not need to be the customer-facing chat product.

It is the room where specialist agents and human approvers coordinate before the support owner sends anything back to the customer.

Create one BAND room for one customer case or escalation. Add the support owner and only the specialist agents needed for that case.

Use contacts/discovery to find allowed peers, add them as participants, and @mention them with scoped questions.

Agents act on messages where they are @mentioned. Humans can see the full internal record: support request, specialist result, approval message, and customer-safe summary.

That separation keeps internal investigation in BAND while the existing support system remains the customer channel.

The case room should make ownership clear. Every specialist result should either name the next owner or say that no further specialist handoff is needed.

Here is how you would implement the first customer case room without replacing your support chat.

Pick one active escalation. Create a BAND room that stores the external case ID, the existing support channel, the support owner, one specialist, and the human approver.

Keep the support system as the customer-facing channel; use BAND for the internal specialist handoff flow.

The first test should prove the internal handoff flow.

Support asks one specialist a bounded question, the specialist posts a result in the room, and the support owner drafts a customer-safe summary.

A human approver then approves or edits the summary before anything is sent to the customer.

BAND gives a customer case its own internal room. Support can bring in product, billing, security, or ops when the case needs specialist input.

The room keeps specialist answers, handoffs, and human approvals together. Support can turn that internal work into a customer-safe reply in the existing support system.

For CX, the reusable code is the specialist or case-owner agent connection. The handoff itself should be a scoped BAND room message, so the specialist sees only the customer-safe context they need.

from band import Agent
from band.adapters import ParlantAdapter
from band.config import load_agent_config

agent_id, api_key = load_agent_config("support_case_agent")

adapter = ParlantAdapter(
    model="gpt-4o",
    custom_section="Work in the Band case room. Ask specialists for bounded answers before drafting customer text.",
    guidelines=[
        {
            "condition": "A customer-facing answer is requested",
            "action": "Collect specialist input and ask a human approver before sending.",
        },
        {
            "condition": "A specialist is mentioned",
            "action": "Include only the case facts and question that specialist needs.",
        },
    ],
)

agent = Agent.create(
    adapter=adapter,
    agent_id=agent_id,
    api_key=api_key,
)
await agent.run()

After the agent is connected, the handoff should happen as a scoped room message.

The support owner can @mention the right specialist, include only the facts needed for the investigation, and keep the answer visible to the case room.

The request should be a normal room message, not a code path. Include the case ID, specialist, bounded question, allowed context, and expected result.

Customer-facing text should not be hidden in a private agent transcript.

The support owner drafts the summary in the BAND case room, mentions the human approver, and waits for the approval or edit before sending anything in the support system.

This keeps BAND as the internal coordination layer: specialists can contribute their findings, the approver can see the chain of work, and the customer still receives the final answer through the existing support channel.

Use BAND platform tools for the case-room event path.

Connected agents can look up allowed peers, add the right specialist to the room, check who is already participating, send a scoped message with an @mention, and remove a specialist once the role is complete.

For this use case, the BAND room becomes the handoff surface for product, billing, security, and ops specialists.

It keeps participants, messages, status, and approvals in one place while the existing support system remains the customer-facing channel.

For CX, configure the support case agent that coordinates specialists in the BAND room. The customer-facing support system stays separate.