Unresolvedconv-bil-8a1f34m ago
user I was charged twice for my subscription this month. Can you refund the extra charge?
↳agent Your subscription is active and billed correctly. No action is needed.
Reflex catches every failure in production and ships the fix, gated against regressions. You just merge.
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Northwind · Support AI
Dashboard
The 10-second state of the agent
Conversations
28.4K
captured this period
Tool Calls
142.8K
across all conversations
Users
9.3K
active this period
Intent Resolution Rate ▼ 1.8
71.4%
rolling 24h average
Recent Activity
View all →Escalatedconv-acc-3c9258m ago
user I have been locked out of my account for 3 days and my ticket keeps getting closed.
↳agent Your account looks fine on our end. Please try logging in again.
Abandonedconv-ref-7d101h ago
user I canceled before the renewal date but was still charged. I want a refund.
↳agent Cancellations do not qualify for a refund once the cycle has begun.
Resolvedconv-pwd-1a073h ago
user I cannot reset my password, the reset email never arrives.
↳agent Sent a fresh reset link and whitelisted our domain. Confirmed delivered at 10:42 AM.
Resolvedconv-api-4f214h ago
user Our webhook stopped firing after your last deploy and events are missing.
↳agent Re-registered the endpoint and backfilled 214 missed events. Confirmed live at 09:18 AM.
Unresolvedconv-shp-9c345h ago
user My order shows delivered but I never received the package.
↳agent Tracking says delivered. Please check with neighbours or your building front desk.
Northwind · Support AI
Fixes
Self-writing fixes, gated on regressions
Intent Resolution Rate · live
71.4%
Open
4
Merged
2
Holding
1
Clusters
6
CLS-BILL-021
Open
Duplicate-charge denials miss proration rows
Open #211
dominant: rephrase
Sessions
142
Fail rate
66%
Tickets / wk
64
At risk / mo
$38K
Root cause
The billing agent reads only the invoices table and not the separate proration / adjustment ledger, so it confidently denies duplicate charges that are actually a proration plus a renewal landing on the same day.
Generated fix
FIX-NWD-0211
Read the proration ledger before denying duplicate charges
Join invoices with the adjustments ledger and reconcile before answering.
agent/prompts/billing.mdpolicy
-If invoices shows one charge, tell the customer there is no duplicate.
+Read BOTH invoices and the adjustments / proration ledger.
+Sum same-day charges across both before claiming there is no duplicate.
agent/tools/getInvoices.tstool
+const adjustments = await ledger.adjustments(acct)
+return { invoices, adjustments }
Projected impact if merged
Intent IRR
60% → 80%
Tickets deflected
64/wk
Recovered
$38K/mo
Shipped fixes · manifest
FIX-NWD-0201Re-register webhook + backfill missed events+3.1 IRR$21K/moMerged
FIX-NWD-0188Whitelist reset domain + retry delivery+2.4 IRR$12K/moHolding
Northwind · Support AI
Intents
What users actually ask for
Intents
6Billing & charges
Invoices, duplicate charges and refund requests — the top driver of escalations this week.
Intent activity · last 14 intervals
Conversations matching "Billing & charges"
user I was charged twice for my subscription this month.
ceo@acme.io · conv-bil-8a1f
user My card shows two $49 charges on the 3rd, please refund one.
ops@globex.com · conv-bil-2f55
user Why was I billed after cancelling before the renewal date?
finance@initech.dev · conv-ref-7d10
Northwind · Support AI
Rules
Behaviors the agent must never break
Guardrails
5 active · 547 violations / wkReconcile ledger before billing claimsHigh233
e.g. "There is no duplicate charge on your account."
Diagnose before client-side adviceHigh141
e.g. "Please clear your browser cache and try again."
Acknowledge severity on outage reportsMed97
e.g. "Is there anything else? (after an outage report)"
Check cancellation window before refund denialHigh64
e.g. "Cancellations do not qualify for a refund."
Never echo API keys or tokensHigh12
e.g. "Your key is sk_live_9f2a… (full key echoed)"
Northwind · Support AI
Evals
Offline checks gating every fix
Eval suites
18
across 6 intents
Passing
15
gate green
Improved by fixes
4
this cycle
Avg lift
+0.21
score delta
| Intent | Metric | Before | After | Verdict |
|---|---|---|---|---|
| Billing & charges | Faithfulness | 0.60 | 0.80 | Improved |
| Account & login | Tool-selection acc. | 0.44 | 0.84 | Improved |
| Refunds | Policy adherence | 0.71 | 0.88 | Improved |
| Shipping & delivery | Faithfulness | 0.58 | 0.79 | Improved |
| API & webhooks | Faithfulness | 0.81 | 0.81 | Baseline |
Northwind · Support AI
Sessions
Every conversation, fully traced
Sessions
1,284conv-bil-8a1fUnresolved
ceo@acme.io · billing-agent · 34m ago
userI was charged twice for my subscription this month. Can you refund the extra charge?
assistantI can confirm one charge of $49 on your account. There is no duplicate charge.
userMy card statement clearly shows two $49 charges on the 3rd.
Trace · billing-agent · turn 1
router billing-agent · turn 1 980ms
retrieval getInvoices(acct=acme) — missed proration ledger 220ms
llm compose · gpt-4o 700ms
⚑ failure signal flagged on the assistant turn
Northwind · Support AI
Spotlight
What Reflex wants you to see first
Critical20m ago
Duplicate-charge denials up 40% WoW
Proration ledger not reconciled; now the top driver of billing escalations.
Open CLS-BILL-021 →
Warning1h ago
Account lockouts answered with retry advice
No account-health check step; org-wide lockouts mishandled and re-opened.
Open CLS-ACCT-014 →
Warning2h ago
"Delivered but not received" disputes rising
Agent closes shipping disputes without opening a carrier trace. 61 sessions this week.
Open CLS-SHIP-009 →
Holding6d ago
Password-reset fix holding for 6 days
FIX-NWD-0188 whitelisted the reset domain; IRR for this intent stayed lifted.
View shipped manifest →
Northwind · Support AI
Pulse
Live latency & throughput
p50 latency
480ms
median response
p95 latency
1,020ms
tail response
p99 latency
1,610ms
worst 1%
Error rate ▲ 0.4
3.1%
rolling 24h
Messages / min 6.8 avg
1260
00:0008:0016:0023:00
Latency distribution
0–250720
250–5001,840
500–7501,210
750–1k540
1k–1.5k260
1.5k+90
Northwind · Support AI
Errors
Tool failures & exceptions
| Tool | Exception | Count | Last seen | Example |
|---|---|---|---|---|
| getInvoices | LedgerUnread | 64 | 27m ago | conv-bil-8a1f |
| checkCancelWindow | ToolNotBound | 31 | 1h ago | conv-ref-7d10 |
| checkAccountHealth | ToolNotBound | 22 | 74m ago | conv-acc-3c92 |
| sendResetEmail | DomainBlocked | 12 | 3h ago | conv-pwd-1a07 |
Northwind · Support AI
Raw Logs
Unfiltered event stream
| Time | User | Intent | Latency | Tool | Status |
|---|---|---|---|---|---|
| 17:42:08 | ceo@acme.io | Billing & charges | 980ms | getInvoices | warn |
| 17:41:55 | dev@initech.dev | API & webhooks | 480ms | getDocs | ok |
| 17:41:32 | it@globex.com | Account & login | 760ms | checkAccountHealth | error |
| 17:40:19 | ops@acme.io | Refunds | 640ms | checkCancelWindow | error |
| 17:39:47 | sam@hooli.co | Shipping & delivery | 520ms | trackShipment | ok |
| 17:39:02 | amy@initech.dev | Onboarding | 410ms | getDocs | ok |
| 17:38:20 | ceo@acme.io | Billing & charges | 1,180ms | getInvoices | warn |
Northwind · Support AI
Alerts
If this, then page someone
Alert rules
2 active · 1 pausedif IRR < 70% over 1h then page on-call + cluster summaryActive
if billing-cluster volume up > 25% WoW then open a candidate FixActive
if any merged fix flips to regressed then re-open + alert authorPaused
Northwind · Support AI
Settings
Org, repo & agents
Organization
NameNorthwind · Support AI
DeploymentCloud
Regionus-east-1
PlanScale
Repository
ProviderGitHub
Reponorthwind/support-agent
Branchmain
StatusConnected
Agents
support-agentgpt-4o
billing-agentgpt-4o
account-agentgpt-4o-mini
refunds-agentgpt-4o-mini
Preferences
CurrencyUSD ($)
TimezoneAmerica/New_York
Digest emailDaily · 9:00 AM
Auto-merge fixesOff
Field notes from
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Reflex is the infrastructure for self-improving AI agents. It reads every conversation, surfaces what's frustrating users and driving churn, and opens PRs to improve your agent automatically. You review and merge.
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