Building AI agents with OpenAI Agents SDK

import { tool } from '@openai/agents';
import { z } from 'zod';

const getCustomer = tool({
  name: 'get_customer',
  description: 'Look up a customer account by ID',
  parameters: z.object({
    customerId: z.string().describe('Customer ID, e.g. cus_1042'),
  }),
  execute: async ({ customerId }) => {
    const customer = customers.find((item) => item.id === customerId);
    if (!customer) {
      return { found: false, customerId, error: 'Customer not found' };
    }
    return { found: true, customer };
  },
});

const getInvoice = tool({
  name: 'get_invoice',
  description: 'Look up an invoice by ID, including payment IDs and status',
  parameters: z.object({
    invoiceId: z.string().describe('Invoice ID, e.g. inv_8891'),
  }),
  execute: async ({ invoiceId }) => {
    const invoice = invoices.find((item) => item.id === invoiceId);
    if (!invoice) {
      return { found: false, invoiceId, error: 'Invoice not found' };
    }
    return { found: true, invoice };
  },
});

const searchKnowledgeBase = tool({
  name: 'search_knowledge_base',
  description: 'Search internal support articles by keyword',
  parameters: z.object({
    query: z.string().describe('Search terms, e.g. duplicate charge refund'),
  }),
  execute: async ({ query }) => {
    // keyword match against mocked articles
    return { query, articles: matches };
  },
});

const createSupportTicket = tool({
  name: 'create_support_ticket',
  description: 'Create a support ticket after gathering customer and policy context',
  parameters: z.object({
    customerId: z.string(),
    subject: z.string().min(3),
    priority: z.enum(['low', 'medium', 'high']),
    summary: z.string().min(10),
  }),
  execute: async (input) => {
    const ticket = createTicket(input);
    return { created: true, ticket };
  },
});

const escalateToHuman = tool({
  name: 'escalate_to_human',
  description: 'Escalate when policy requires manual review',
  parameters: z.object({
    customerId: z.string(),
    reason: z.string().min(10),
    urgency: z.enum(['normal', 'high']),
  }),
  execute: async (input) => ({
    escalated: true,
    queue: input.urgency === 'high' ? 'billing-urgent' : 'billing-standard',
    ...input,
  }),
});

import { Agent, run } from '@openai/agents';

const agent = new Agent({
  name: 'Support Triage',
  model: 'gpt-5.5',
  instructions: `You are a billing support triage agent.
- Look up customer and invoice before recommending refunds.
- Search the knowledge base for policy guidance.
- Create a ticket when you can resolve within policy.
- Call escalate_to_human when manual review is required.`,
  tools: [
    getCustomer,
    getInvoice,
    searchKnowledgeBase,
    createSupportTicket,
    escalateToHuman,
  ],
});

const result = await run(
  agent,
  'Customer cus_1042 says they were charged twice for invoice inv_8891. What should we do?',
  { maxTurns: 8 },
);

console.log(result.finalOutput);

import { Agent, run } from '@openai/agents';

// Stops after 3 turns even if the model still wants more context
const tight = await run(agent, prompt, { maxTurns: 3 });

// Allows a fuller investigation chain
const relaxed = await run(agent, prompt, { maxTurns: 8 });

const result = await run(agent, prompt, { maxTurns: 8 });

for (const item of result.newItems) {
  if (item.type === 'tool_call_item') {
    console.log('tool:', item.rawItem.name, item.rawItem.arguments);
  }
  if (item.type === 'tool_call_output_item') {
    console.log('output:', item.output);
  }
}

console.log('lastAgent:', result.lastAgent.name);
console.log('answer:', result.finalOutput);

import { Agent } from '@openai/agents';

const billingAgent = new Agent({
  name: 'Billing Specialist',
  instructions: 'Handle refund and duplicate-charge cases.',
  tools: [getInvoice, searchKnowledgeBase, createSupportTicket],
});

const triageAgent = Agent.create({
  name: 'Triage',
  instructions: 'Route billing cases to the billing specialist when needed.',
  handoffs: [billingAgent],
});

import { Agent, run } from '@openai/agents';

const stream = await run(agent, prompt, { maxTurns: 8, stream: true });

process.stdout.write('Answer: ');

for await (const event of stream) {
  if (event.type === 'raw_model_stream_event' && event.data.type === 'output_text_delta') {
    process.stdout.write(event.data.delta);
  }

  if (event.type === 'run_item_stream_event' && event.name === 'tool_called') {
    console.error(`\nTool: ${event.item.rawItem.name}`);
  }
}

await stream.completed;
console.log('\nDone:', stream.finalOutput);