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WorkflowSupport Access Workflow4.8s
AgentQuestion Extraction Agent
AgentSupport Operations AgentAccess requestBilling
Prompt

You are the Support Operations Agent. Read the customer's email, figure out what they need, choose the right tool, and confirm what was done.

Context
To@billing-support
Cc@design-agency
Unexpected charge for external agency

We gave our external design agency access to one dashboard, but they were charged as a paid seat ... see more

billing-screenshot.png
Tooladd_member0.6sMarcusSaraneatlogs AI4 comments
Input
emailagency@partner.co
Output
memberCreated
LLMModelPaid seat createdSlow LLM Response1.7s$0.0058

Chose add_member to give the agency access as a viewer. Result: the user was added as a billable member.

AgentReply Drafting Agent
Thread onTooladd_member4 replies
Sara2:43 PM
I found the issue. This should have used the guest invite flow. The agent used add_member, so the customer ended up with a paid seat.
Marcus2:43 PM
That makes sense. @neatlogs, can you check why it picked add_member instead of invite_guest?
neatlogs AI2:43 PM
I found the likely cause. The tool descriptions are too vague — they explain what the tools do, but not when to use one instead of the other. Because of that, both tools looked valid. Nothing clearly told the model that external, non-billable access should go through invite_guest.
neatlogs AI2:43 PM

Here's a fix updating the tool description so the model can tell billable members apart from non-billable guests.

Fix Tool Selection Logic
Distinguish paid members from guest collaborators
tools/add_member.md

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neatlogs trace
01 / 03
neatlogs agentspike detected
👋
This is the very beginning of the neatlogs agent channel.

Created by @neatlogs on May 1. AI agent alerts and incident triage land here.

Today
neatlogs
neatlogsAPP09:12 AM
Spike detected. Outdated source cited

Quality regression in Revenue Q&A, trending higher than usual.

Volume
3.4× vs. last 7 days
Seen in
3 runs
Latest run
#4821
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