Social support agents

At Nugget I built and extended the systems that let AI agents handle customer support and outreach on social platforms, including Twitter/X, Google My Business and Meta.

The design covers ingestion from each platform, routing, and the response workflows. Agents write automated replies and triage incoming messages, and hand a conversation to a person with its context when it needs one.

These run as a mix of real-time and asynchronous pipelines, so most of the engineering is consistency, observability and reliability across integrations that each fail in their own way.