Fintech & Paymentswhatsappwebvoice

Merchant operations assistant: POS, settlement, refund and limit

The merchant writes on WhatsApp; POS fault, settlement query, refund and limit increase are resolved in one dialogue.

In short

Merchant operations assistant: POS, settlement, refund and limit is an agent scenario in the Fintech & Payments sector running on the whatsapp, web, voice channels. Trigger: Operations request over WhatsApp Business or the merchant portal. The Merchant Supervisor coordinates 4 specialist agents (Dialogue Agent, POS Agent, Operations Agent, Risk Agent) across 5 systems (WhatsApp Business, Terminal Management, Settlement Ledger, Refund Service, Ticketing); of 10 steps, 2 write to systems and 3 are checks or approvals. Outcome: POS reactivated, settlement explained, refund issued, limit request with risk. Approval rule: Refund > 25,000 or limit increase > 50% → risk team approval.

Fintech & Payments

Merchant operations assistant: POS, settlement, refund and limit

SUPERVISORAGENTSSYSTEMSMerchant Supervisorplan · route · approveDialogue Agentaginies-talay-2on-premPOS Agentaginies-sunkar-1on-premOperations Agentaginies-tulpar-4on-premRisk Agentaginies-sunkar-1on-premWhatsApp BusinessTerminalManagementSettlement LedgerRefund ServiceTicketing
run #41,287,995elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Refund > 25,000 or limit increase > 50% → risk team approval
Agents in this run
Merchant Supervisorsupervisorplans, routes, approves
Dialogue Agentaginies-talay-2 · on-premVerifies the merchant contact, separates requests, writes replies
POS Agentaginies-sunkar-1 · on-premReads terminal state, runs remote diagnostics and reactivation
Operations Agentaginies-tulpar-4 · on-premHandles settlement, refund and limit operations with ledger and payment services
Risk Agentaginies-sunkar-1 · on-premAssesses refund and limit requests against the risk policy
Audit trail00:00.00
  1. ■completed 

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Trigger

Operations request over WhatsApp Business or the merchant portal

Outcome

POS reactivated, settlement explained, refund issued, limit request with risk

Agents

SUPERVISOR

Merchant Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-talay-2 · on-prem

Dialogue Agent

Verifies the merchant contact, separates requests, writes replies

verify_contactdetect_intentscompose_reply
aginies-sunkar-1 · on-prem

POS Agent

Reads terminal state, runs remote diagnostics and reactivation

get_terminalremote_diagnosereactivate_terminal
aginies-tulpar-4 · on-prem

Operations Agent

Handles settlement, refund and limit operations with ledger and payment services

get_settlementexplain_feesissue_refundrequest_limit
aginies-sunkar-1 · on-prem

Risk Agent

Assesses refund and limit requests against the risk policy

merchant_risk_scorepolicy_checkroute_approval

Steps

#KindAgentWhat happensSystemmstok
01 ingest Merchant Supervisor WhatsApp: "POS has been down 2 days, yesterday's settlement is short, I need to refund a customer" WhatsApp Business 180 —
02 verify Dialogue Agent Contact number matched to the merchant record, one-time code verified — 520 140
03 plan Merchant Supervisor Plan: terminal diagnosis → settlement breakdown → refund eligibility → risk → one reply — 240 220
04 tool POS Agent Terminal TID 48213: last transaction 2 days ago, SIM data plan exhausted, device healthy Terminal Management 460 —
05 write POS Agent Data plan renewed, terminal restarted remotely, test transaction successful Terminal Management 1,400 —
06 tool Operations Agent Settlement 48,610: 2 instalment sales settle next day, 1 chargeback on hold; breakdown prepared Settlement Ledger 540 260
07 verify Risk Agent Refund 1,890, original sale 6 days ago, merchant risk low → inside the auto-refund band — 480 200
08 write Operations Agent Refund sent to the card, ref #RF-55120; customer SMS triggered Refund Service 620 —
09 approval Risk Agent Limit 150,000 → 300,000: +100% → routed to risk team approval Ticketing 300 —
10 notify Dialogue Agent One reply: POS active, settlement breakdown, refund reference, limit request in 1 business day WhatsApp Business 420 210
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