Plan changes, complaint resolution, KYC collection and outage notices — multilingual, with billing decisions gated.
Each recipe below is expressed only in VegaDūta's real workflow building blocks — Trigger, Agent, Knowledge, Condition, Approval, Output, Tool (MCP), Voice, Device, Loop, Code and Parallel — so it maps 1:1 to something you can assemble in the Workflow designer. Consequential actions always pass a human Approval step.
1. Plan-change request with a billing approval gate
Subscribers message asking to upgrade, downgrade or add a pack; today an agent looks it up, explains options, then keys the change into the billing system by hand — slow, and inconsistent across languages.
Trigger: WhatsApp / Call (plan request)
How the workflow runs
Trigger
Subscriber asks to change plan.A WhatsApp or Call trigger starts the flow in the subscriber's own language.
Agent
Understand + respond in-language.An Agent node works in the caller's language (Sarvam covers 22+ Indian languages) and identifies the current plan.
Knowledge
Ground in the tariff catalogue.A Knowledge node answers strictly from your current plans/tariffs and eligibility rules — with citations, no guessing.
Approval
Human approves the billing change.An Approval node holds any tariff/billing change until a person signs off — the non-negotiable control for anything that moves money.
Tool (MCP)
Apply in OSS/BSS.On approval, a Tool (MCP) node applies the plan change in your OSS/BSS or billing system — reached via MCP, not a native connector.
Output
Confirm to the subscriber.An Output node confirms the new plan, effective date and revised bill on WhatsApp.
Channels & connectors
WhatsApp
Voice / Call
Sarvam (22+ Indian languages)
Knowledge base
Approval / HITL
Tool (MCP → OSS/BSS)
Outcome
Plan changes are explained accurately in any language and applied fast — but never committed to billing without a human approval and a full trail.
Why it helps
Combines multilingual self-serve with control: the mechanical lookup and messaging are instant, the billing decision stays with a person.
Build spec
1 agent — 1 care agent explains the options; the billing Approval and the OSS/BSS write are workflow nodes.
System prompt (paste-ready)
You are a telecom care agent. Identify the subscriber's current plan and understand the change they want (upgrade, downgrade, add-on pack). Explain the options strictly from the tariff catalogue in Knowledge — cite the plan, price and eligibility, and never quote a tariff or benefit that isn't in the catalogue. Work in the subscriber's language (Sarvam covers 22+ Indian languages). Prepare the requested change for approval; state clearly that it takes effect only after it is confirmed. Never tell the subscriber the change is done before the Approval and OSS/BSS steps complete.
MCP connectors
OSS/BSS / billing system — via a Tool (MCP) node (no first-party connector)
No tariff or billing change is applied without the Approval node — money never moves on the agent's word
Grounded-only on the tariff catalogue — no invented plans, prices or benefits
Scope-locked to the subscriber's own account — the agent can't read or change another line
Output & delivery
The agent explains options in-language grounded in the tariff catalogue → a human approves the billing change at the Approval node → a Tool node applies it in the OSS/BSS via MCP → an Output node confirms the new plan, effective date and revised bill on WhatsApp.
2. SIM / KYC document collection with a verification gate
New activations and re-KYC need identity documents; today staff chase photos over calls and email for days, and quality/format issues bounce the case back repeatedly.
Trigger: WhatsApp / Webhook (activation or re-KYC)
How the workflow runs
Trigger
KYC case opens.A WhatsApp trigger (or a Webhook from your activation flow) starts the case in the subscriber's language.
Agent
Ask for exactly what's needed.An Agent node requests the specific document(s) and captures them right in the chat, guiding on format/clarity.
Condition
Completeness check.A Condition node won't advance until every mandatory document is present and legible.
Approval
Officer verifies identity.An Approval node hands the complete, structured case to a human officer — KYC verification is a decision a person must make.
Tool (MCP)
Record the verified KYC.A Tool (MCP) node writes the verified record into your OSS/BSS / KYC system on approval.
Output
Confirm activation.An Output node tells the subscriber their KYC is complete and the SIM/plan is active.
Channels & connectors
WhatsApp
Webhook
Sarvam (multilingual)
Approval / HITL
Tool (MCP → OSS/BSS)
Outcome
Documents arrive complete and legible the first time; officers spend time verifying, not chasing, and every KYC approval is logged.
Why it helps
Removes the days of manual document chasing from the front of every activation, while the identity decision stays with an authorised human.
Build spec
1 agent — 1 agent collects and checks the documents; the completeness Condition, the officer Approval and the OSS/BSS write are workflow nodes.
System prompt (paste-ready)
You are a KYC document-collection assistant. In the subscriber's language, request exactly the documents this case requires (per the required-document checklist in Knowledge), accept them in the chat, and guide the subscriber on clarity, format and framing when an image is unusable. Confirm each document received. Never state that identity is verified or KYC is complete — that decision belongs to a human officer. Do not proceed while any mandatory document is missing or illegible.
MCP connectors
OSS/BSS / KYC system — via a Tool (MCP) node
WhatsApp — receive + send channel
Built-in tools
document parsing (read/legibility-check the uploaded ID)
knowledge_search (required-document checklist per case type)
Guardrails
The case never advances until every mandatory document is present and legible (Condition node)
Identity is never marked verified without the officer Approval node — the agent only collects
PII (ID scans) is scope-locked to this case and only written to the KYC system on approval
Output & delivery
The agent requests + captures the documents → the Condition node gates on completeness/legibility → the officer verifies identity at the Approval node → a Tool node writes the verified record into the OSS/BSS/KYC system via MCP → an Output node confirms activation to the subscriber.
