AI Email Support Agent

Agentic email-support orchestration on Camunda 8.10 Self-Managed. An inbound customer email triggers a process that first checks domain scope, then fetches prior conversation context, queries a RAG knowledge base, lets an agent decide, and either resolves the case autonomously or escalates to a human — with the resolution saved back to long-term memory. An "Agent as a Judge" step evaluates each interaction.

Components

Path	What it is
process/bpmn/	The BPMN process definition and its embedded agent/judge prompts
process/dmn/	DMN decision tables (domain-scope guardrail)
workers/	Spring Boot job workers (Java 21): fetch-past-conversations, query-knowledge-base, save-customer-interaction, save-to-knowledge-base; RAG + Elasticsearch dense-vector logic; PII redaction guardrail
services/llm-stub/	Required local LLM stub the flow calls in place of a paid LLM
services/embeddings/	all-mpnet-base-v2 sentence-transformers embedding service
services/metrics/	collect_metrics.py -> llm-metrics ES index (legacy; superseded by Optimize)
deploy/config/	Camunda service configuration (orchestration, connectors, identity, optimize)
scripts/	ci-check.sh and operational helpers
prompt-model-registry.yaml	Versioned record of prompts, models, dates, rationale
LIFECYCLE.md	Versioning, CI, and rollback procedure

The Docker Compose file and all secrets are intentionally not committed. The repo versions code, config, and process definitions; the running stack is assembled locally from the official Camunda images.

Prerequisites

• Docker + Docker Compose
• Camunda 8.10 self-managed images (pulled by compose)
• JDK 21 + Maven (to build workers/)
• Apple Silicon supported

Run (local)

Secrets live only on disk, never in git. Create them from the templates:

cp workers/.env.template workers/.env      # fill in real values

Bring up the stack (compose lives in your local Camunda distribution, not this repo), then build and run the workers:

cd workers
./build.sh && ./run.sh

Deploy process/bpmn/ai-email-support-agent.bpmn and process/dmn/domain-scope-guardrail.dmn to the running cluster via Web Modeler (both must be deployed together — the process calls the decision).

Guardrails (governance)

• Out-of-scope rejection (deterministic) — process/dmn/domain-scope-guardrail.dmn classifies each inbound email by keyword before any LLM call. A DMN business rule task runs first; a gateway routes OUT_OF_SCOPE messages to an escalation end event, so off-domain requests (e.g. weather, restaurants) never reach the agent. Deterministic and provable, independent of the LLM. See docs/OutOfScope-DMN-Test-Note.md.
• PII redaction — the PiiRedactor in workers deterministically redacts emails, phones, SSNs, and account IDs before any LLM call. Unit-tested (PiiRedactorTest). See docs/PII-Guardrail-Test-Note.md.

Security

Secrets are never committed. .env, connector-secrets.txt, and the Docker secrets directory are git-ignored; only *.template files with placeholders are tracked. Any credential ever exposed must be rotated, not just removed. Connector secrets use Docker secrets (files in tmpfs), not compose env.

Lifecycle

See LIFECYCLE.md - prompt/model registry, CI check (scripts/ci-check.sh plus .github/workflows/ci.yml), and rollback via the previous tagged BPMN (git tag scheme bpmn-v<N>-good; latest verified: bpmn-v9-good).

Observability

• Operate / Tasklist - process/task state; DMN decision evaluations
• Optimize - heat maps and analysis (zeebe-record-* via ElasticsearchExporter)
• Kibana - legacy llm-metrics dashboards (optional)

Attribution & License

Built on Camunda 8.10 and the Camunda AI Agent blueprint. The orchestration patterns and the BPMN foundation are Camunda's; the guardrails (PII redaction, DMN domain-scope classifier), workers, supporting services, deployment configuration, and documentation are original additions authored for learning and demonstration.

The original contributions in this repository are released under the MIT License (see LICENSE) — in the same open spirit that Camunda shares its blueprints. Camunda's platform, connectors, and original blueprint BPMN remain Camunda's and are governed by Camunda's own license terms.