I tried building a support agent and the handoff was where everything got weird

So I’ve been messing with a small customer support agent setup. Nothing massive. Ticket comes in, it reads the docs, checks old notes, drafts a reply, tags the issue, maybe prepares the follow up. I used MoClaw for some of the workflow glue because I didn’t want to spend the whole weekend wiring email, docs, tasks, and CRM stuff together. The first demo looked good. Customer asks something simple. Agent finds the right doc. Draft sounds normal. Tag is right. It feels like the thing works. Then I tried messier tickets. Customer asks about billing and also mentions a login issue in the same message. Agent answers the billing part and quietly ignores the login part. Customer is angry because a refund already happened but the confirmation email never sent. Agent summarizes it as “refund request.” Someone needs to take over. Agent escalates, but the human gets a clean little summary that leaves out the only detail that mattered. One run said the issue was resolved because the reply was drafted. CRM still untouched. Follow up still not created. Customer still waiting. That was the part that changed how I think about support agents. The “talking” part is getting good fast. Maybe too good, because it makes the demo look finished. But support is mostly not one perfect answer. It’s all the ugly little state changes around the answer. What got updated, what didn’t, what still needs a human, what the customer was actually mad about, whether the system did the thing or just wrote a nice sentence about doing the thing. A support agent that answers easy questions is cool. A support agent that doesn’t make the human takeover worse is the thing I’d actually trust.