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Support Escalation Bot Real Providers

Real provider mode is opt-in. CI and normal development use deterministic mock tool responses through CORVID_TEST_MOCK_TOOLS.

Order Database

Environment:

Terminal window
CORVID_RUN_REAL=1
SUPPORT_DB_URL=postgres://support_app:<redacted-password>@localhost:5432/support
SUPPORT_DB_SCHEMA=public

The real lookup_order tool must return the same Order shape used by the mock and replay fixtures:

{"id":"ord_1001","customer_id":"cust_42","status":"delivered","total":149.99}

Refund Provider

Environment:

Terminal window
CORVID_RUN_REAL=1
REFUND_PROVIDER_URL=https://refunds.example.internal
REFUND_PROVIDER_TOKEN=<redacted-refund-token>

issue_refund is approval-gated in Corvid before the provider call. The real provider must return receipt_id, status, and audit_id.

Human Escalation

Environment:

Terminal window
CORVID_RUN_REAL=1
SLACK_BOT_TOKEN=<redacted-slack-token>
SUPPORT_ESCALATION_CHANNEL=C0123456789

escalate_to_human must return a deterministic ticket_id/status/channel surface to match mock and replay mode.

Mock Mode

Offline tests and CI use:

Terminal window
CORVID_TEST_MOCK_TOOLS={"lookup_order":[{"id":"ord_1001","customer_id":"cust_42","status":"delivered","total":149.99},{"id":"ord_1003","customer_id":"cust_42","status":"delivered","total":19.95}],"escalate_to_human":{"ticket_id":"esc_9001","status":"queued","channel":"slack"},"issue_refund":{"receipt_id":"rf_7001","status":"approved","audit_id":"audit_refund_7001"}}

Do not enable real mode unless both CORVID_RUN_REAL=1 and the provider-specific environment variables are present.