Your support tickets,
resolved autonomously.
from $0.99 per resolved case. Agents work your entire email inbox concurrently — not one message at a time — holding the full conversation with the customer, calling tools mid-thread, and replying for as long as it takes to actually close the case.
Helpdesk platforms route tickets. They don't hold the conversation.
Most inbound support volume isn't a support problem — it's a case that requires checking a fact somewhere else, acting on it, and then continuing to talk to the customer until it's actually settled. Where is this order. Why was this charge declined. Is this refund eligible. And then the follow-up. And the follow-up after that. The helpdesk or CRM platform routes the email to the right queue and tags it correctly. Everything past that — reading the thread, looking up the account, replying, answering what the customer asks next — is still a human, one email at a time.
The volume problem isn't the first message. It's the whole inbox, every thread still open, every reply waiting on someone to read it and respond — while new email keeps arriving. A CSR can hold a handful of conversations at once. An agent fleet can hold the entire inbox concurrently, replying to each thread the moment a response is needed, without a queue building up behind it.
Eight steps. Run concurrently across the whole inbox.
Every step below is executed autonomously by the PLRX customer service fleet — and every open case runs as its own independent mission, so the fleet holds hundreds of conversations in parallel rather than working a queue front to back. The PLRX Durable State Machine persists each case's full conversation state through supervisor approval waits that can take hours, payment or fulfilment callbacks that can take days, and customer replies that arrive whenever they arrive. A thread that goes quiet for three days resumes exactly where it left off the moment the customer writes back.
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01Inbox Intake, at ScaleEvery inbound message — a new email, a reply on an existing thread, a chat message, a phone transcript already logged in the helpdesk platform — is picked up the moment it arrives, not batched or queued behind other traffic. The Case Orchestrator agent receives it via webhook or mailbox connector, classifies the exception type — refund request, order dispute, billing error, account access issue — and either opens a new case or attaches the message to an existing open conversation. Mission state:
CASE_OPENED. There is no cap on how many of these run at once — the whole inbox is live simultaneously. -
02Case VerificationThe Case Verification Specialist agent receives the case via A2A and checks the facts against source systems — order status, payment record, account history, prior case history for the same customer. It confirms whether the customer's claim matches what the systems show, and flags any discrepancy for the resolution step. No CSR opens a second tab to look this up.
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03Resolution DeterminationThe Policy & Resolution Analyst agent applies your resolution policy to the verified facts — refund eligibility windows, replacement vs. credit rules, escalation thresholds by case value or customer tier. Straightforward cases get a determined resolution immediately. Cases above a configured value threshold, or with an ambiguous policy match, are routed for human approval instead of executed automatically.
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04Supervisor Approval (When Required)If the case exceeds the configured value or confidence threshold, the Policy & Resolution Analyst routes it to a designated supervisor via a structured A2A task with the full case file attached. The workflow suspends durably —
AWAITING_SUPERVISOR_APPROVAL— for as long as the review takes. When approval arrives, the workflow resumes immediately with the decision. Cases within policy skip this step entirely and proceed straight to execution. -
05Resolution ExecutionThe Policy & Resolution Analyst executes the determined resolution directly against the real systems of record — issuing a refund through the payment processor, triggering a replacement shipment through the order system, applying an account credit, or adjusting a subscription. This is a real system write, not a note in a ticket for someone else to action later.
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06Conversational ReplyThe Customer Communications Specialist agent replies in the same thread the customer used — referencing the specific case, the action taken, and the expected timeline — in natural language, not a templated notice. It holds full context of everything said earlier in the conversation, so the reply reads like it came from someone who actually read the thread.
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07The Conversation Continues — as Long as It TakesIf the customer writes back — a clarifying question, a pushback on the resolution, a related request — the agent reads the reply in context and calls whichever tool the moment calls for: re-checking the order system, re-running the policy check, issuing a follow-up refund, pulling in a supervisor for a second look. There's no fixed number of turns and no hand-off to a different agent mid-thread. The same case, and the same conversation, stays open and durable for however many exchanges it takes to actually settle — hours or days later, with full context intact.
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08Case Closed & Mission CompleteWith the resolution executed and the conversation actually settled — not just a message sent — the Case Orchestrator closes the ticket in the helpdesk platform and triggers a CSAT survey. The PLRX Durable State Machine transitions to
CASE_RESOLVED. The full mission record — every lookup, every approval, every system write, every message exchanged — is captured in the WORM audit log. Mission billed as a single resolved outcome, regardless of how many turns the conversation took.
Four specialists.
One end-to-end case.
Each agent maps to a real function in a support organization. The Case Orchestrator opens and tracks the mission from intake to close. The Customer Communications Specialist is the one actually holding the conversation with the customer — reading each new message in context and calling the other two agents the way a person would reach for a tool: check the order system, re-run the policy and execute the resolution, ask a supervisor. The customer experiences one continuous thread; behind it, specialists are invoked exactly when the conversation needs them.
No agent reads another agent's data directly. Every tool call happens through A2A task delegation — structured, logged, and correlated to the PLRX Durable State Machine case instance. Because each case is its own independent mission, the fleet holds as many simultaneous conversations as your inbox has open — the full resolution chain for every one of them visible in Mission Control in real time.
Helpdesk routes.
PLRX resolves.
Helpdesk and CRM platforms are excellent at getting a ticket to the right queue with the right tags. The PLRX Agentic Execution Platform is what makes the resolution happen — autonomously, durably, and without a CSR touching each step. These are the specific gaps the platform closes.
What the helpdesk does
Routes and tags
Inbound messages classified and sent to the right queue, with SLA timers and priority flags applied.
Surfaces suggested replies
Macro suggestions and knowledge-base articles surfaced to the CSR based on ticket content.
Tracks CSAT and SLA metrics
Resolution time, first-contact resolution rate, and satisfaction scores reported after the fact.
What PLRX executes
Verifies the case — against source systems
Order, payment, and account records checked directly. No CSR opens a second tab to confirm the claim.
Determines the resolution — by policy
Refund eligibility, replacement rules, and escalation thresholds applied consistently, every time.
Defers to a human — only when it should
High-value or ambiguous cases route for supervisor approval durably, rather than getting resolved by default.
Executes the resolution — real system writes
Refunds, replacements, and credits issued directly against payment and fulfilment systems. Not a note for later.
Holds the conversation — for however many turns it takes
Replies in the original thread, reads what the customer says next, and calls a tool again mid-conversation if the reply calls for it — no hand-off, no dropped context.
Runs the whole inbox at once — not one ticket at a time
Every open case is its own independent mission. The fleet holds as many concurrent conversations as your inbox has open, with no queue building up behind it.
Every conversation is a durable mission.
A case may span a supervisor approval that takes a few hours, a payment processor callback that takes a day, and a customer who doesn't reply for three more after that. Every stage is a durable workflow state — the conversation holds full context through every suspension, every wait, and every follow-up, no matter how many turns it takes. And because every open case is its own independent mission, the same pattern runs for as many conversations as your inbox has open at once — nothing sits forgotten in a queue.
Your support tickets, resolved autonomously.
Connect the PLRX Agentic Execution Platform to your helpdesk or CRM and watch cases resolve themselves — from intake to closed ticket — without a CSR working the queue.
Request a demo and we will walk you through a live case end to end.