# eCommerce AgentCore — routing decision matrix

Sample intent taxonomy for the supervisor. **Demo only** — tune for your catalog and OMS.

| Intent (examples) | Route to | Primary Gateway tools | Policy risk | Notes |
| ----------------- | -------- | --------------------- | ----------- | ----- |
| Product Q&A, size/fit, "what's in stock for blue tee" | `sales` | `searchProducts`, `getProduct`, `getInventory` (read) | Low | Prefer Knowledge Base / catalog RAG + availability tool |
| Add/update cart, checkout help (pre-payment) | `sales` | `getCart`, `updateCart` | Medium | No payment capture in this sample |
| "Where is my order?", tracking, ETA | `orders` | `getOrder`, `getShipment` | Low | Read-only; Memory may hold last order id |
| Cancel / modify address / change SKU before ship | `orders` | `cancelOrder`, `modifyOrder` | High | Cedar: cancel window + role |
| Return / refund / "wrong size" | `support` | `createReturn`, `getReturnPolicy` | High | Cedar: refund cap; escalate if over |
| Policy FAQ, "how long do I have to return" | `support` | `getReturnPolicy` | Low | Prefer KB + Memory preference |
| Angry / legal / chargeback language | `support` → human | `escalateToHuman` | Critical | Supervisor must not loop specialists |
| Warehouse stock adjust, publish promo SKU | `inventory` | `getInventory`, `updateInventory` | Critical | Associate/admin claims only |
| Ambiguous ("help with my purchase") | ask clarifying Q | — | — | Do not fan-out to all four |
| ≤5 tools, single team, no write path | **skip multi-agent** | inline tools on one Runtime/Harness | — | Supervisor overhead not worth it |

## Supervisor rules of thumb

1. Classify once; invoke **one** specialist per user turn unless the specialist explicitly returns `needs_followup_agent`.
2. Never call `cancelOrder` / `createReturn` / `updateInventory` from the supervisor — only via the specialist + Gateway Policy.
3. Cap specialist hops at **2** per turn; then `escalateToHuman` or ask the user.
4. Prefer Policy `LOG_ONLY` for a canary week before `ENFORCE`.