Context

Support teams need faster context gathering across order, payment, inventory, and shipment systems. An agent can summarize state but direct mutation would create unclear accountability.

Decision

OrderSupportAgent may read cataloged query contracts and summarize likely next actions. It cannot place, amend, cancel, or refund orders.

Consequences

Support workflows can be faster while preserving human approval for changes. Future ADRs must define audit requirements before allowing any write action.