Offdesk-Relay: Reach Anyone Off Desk, on Any Channel

One agent for incident response and employee help: it reaches people away from their desk over SMS, RCS, WhatsApp and email, acts in ServiceNow and Salesforce, and keeps context across every channel.

Comment

Inspiration

Enterprise assistants assume the person is signed in, at a desk, inside workplace chat. The moments that matter happen elsewhere: an on-call engineer at 02:10 with only a phone, a sponsor between flights, a shift worker with no laptop, a new hire with no corporate login yet.

What it does

One agent handles Incident Response and Employee Lifecycle over SMS, RCS, WhatsApp and email. On-call engineers get an RCS card with Acknowledge and Escalate, with SMS fallback, and a Step Functions ladder pages the next responder if nobody answers. Sponsors get WhatsApp updates and approve customer notices with one tap, and SES sends them. During an outage, staff questions are answered from the live incident and linked to it instead of opening new tickets. New hires complete pre-boarding in a WhatsApp Flow. Payslips go only by SES, after an SMS one-time code.

How we built it

Strands Agents supervisor and specialists on Amazon Bedrock AgentCore Runtime, with AgentCore Memory per person and AgentCore Gateway (MCP, IAM auth) in front of Lambda tools for ServiceNow, Salesforce, Slack and CDS sends. Inbound CDS events flow through SNS and SQS. Channel choice, consent and quiet hours are set by fixed rules, not by the model. DynamoDB holds state. Firehose, S3 and Athena record outcomes. Claude Sonnet and Haiku run on Amazon Bedrock behind Guardrails. CloudFormation deploys it.

Challenges

Keeping the model away from decisions that must be exact. Acknowledge, Approve and one-time codes are handled by rule, and record outcomes are worded by code so a failed write is never reported as done.

What we learned

Replies are the most useful signal in two-way messaging, and the channel choice belongs in policy, not in the prompt.

What's next

Live pilot measurements of MTTA and contacts answered from a live incident, voice paging, and more playbooks on the same backbone.

Built With

Share this project:

Updates

Submission history