Full-fledged Agent CSR (Customer Service Representative) example using @hazeljs packages: Agent, AI, RAG, Memory, Queue, WebSocket.

• AI Agent - Stateful CSR agent with tools (order lookup, inventory, refunds, tickets, knowledge search)
• RAG - Retrieval-augmented generation for FAQ and documentation
• Memory - Conversation memory with BufferMemory (dev) / HybridMemory (prod)
• Approval Workflow - Human-in-the-loop for refunds and address updates
• REST API - POST /api/csr/chat, /api/csr/chat/stream, /api/csr/ingest, /api/csr/approve
• WebSocket - Real-time chat at ws://localhost:3001/csr
• Queue - Optional async ticket creation (Redis/BullMQ)
• Production - Rate limiting, circuit breaker, retry, health checks

# Install dependencies
npm install

# Set OpenAI API key (required)
export OPENAI_API_KEY=your-key

# Run
npm run dev

This example is designed to be read alongside the docs guide and the code in src/csr/.

Important: the runnable CSR server in src/csr/ now executes chat through an HCEL-first path (ai.hazel ... .agent('csr-agent')) and keeps AgentRuntime as a compatibility fallback. This keeps tool execution and approval workflows stable while simplifying orchestration.

At a high level, HCEL lets you compose “support pipelines” like:

const result = await ai.hazel
  .context({ sessionId: 'customer-1', userId: 'u-1' })
  .prompt('Customer request: My package arrived damaged, what do I do?')
  .agent('csr-agent')
  .observe((e) => console.log('[HCEL]', e.type))
  .execute();

Docs guide: see hazeljs-landing/src/content/docs/guides/support-agent.mdx.

Connect to ws://localhost:3001/csr and send:

{ "event": "message", "data": { "text": "What is my order status for ORD-12345?", "sessionId": "user-123" } }

See .env.example for full list. Key variables:

• OPENAI_API_KEY - Required for AI
• REDIS_HOST, REDIS_PORT - Optional, for Queue (async tickets)
• PINECONE_API_KEY - Optional, for production RAG (uses Pinecone when set)
• QDRANT_URL - Optional, for production RAG (uses Qdrant when set, if no Pinecone)
• PORT - HTTP server (default 3000)
• WS_PORT - WebSocket server (default 3001)
• NODE_ENV=production - Enables production features (rate limit, circuit breaker)

For production, consider:

• Redis for agent state: Add redis package and use RedisStateManager with AgentRuntime
• Vector DB for memory: Use HybridMemory with Pinecone/Qdrant instead of BufferMemory
• Redis for Queue: Set REDIS_HOST for async ticket processing

curl -X POST http://localhost:3000/api/csr/ingest \
  -H "Content-Type: application/json" \
  -d '{"title": "Refund Policy", "content": "Full refunds within 30 days..."}'

curl -X POST http://localhost:3000/api/csr/chat \
  -H "Content-Type: application/json" \
  -d '{"message": "What is the status of order ORD-12345?", "sessionId": "customer-1"}'

Import the collection and environment for easy testing:

1. Import → Upload hazeljs-csr-agent.postman_collection.json
2. Import → Upload hazeljs-csr-agent.postman_environment.json
3. Select the "HazelJS CSR - Local" environment
4. Run requests (Health Check first, then Chat, Ingest, etc.)

Recommended flow: Health Check → Ingest documents → Chat (order/inventory) → Chat (RAG query)