Portfolio Case Study

Support Automation MVP — Webhook to Approval Loop

A full-stack support automation service that ingests webhook events, retrieves local knowledge, drafts professional replies, and routes sensitive actions (e.g. refunds) through human approval.

Role

Full-Stack Developer

Stack

Python, FastAPI, REST APIs, JSON knowledge base

Outcome

End-to-end MVP ready for webhook integration & ops review

Architecture

Webhook event → KB retrieval → Draft reply → Refund flag / approval → JSON response

Accepts POST payloads (email / Upwork-style support messages)
Scores local knowledge base entries by keyword overlap
Generates a draft reply using a configurable API gateway
Detects refund/complaint intent and suggests approval workflow

Key Features

Lightweight HTTP server — no heavy framework lock-in
Configurable gateway via env or local JSON config
Fallback reply when the draft API is unavailable
Structured JSON output for downstream automation

Sample Response Fields

{
  "draft_reply": "...",
  "retrieved_context_titles": ["..."],
  "needs_refund_approval": true,
  "suggested_actions": ["..."]
}

Technologies

Python FastAPI-style HTTP JavaScript Web Development API Integration Webhook Knowledge Retrieval

Why It Matters for Clients

Many teams have messy intake (email, chat, tickets) but need consistent, policy-aware replies without auto-approving risky actions. This MVP shows how to connect real channels to a working service while keeping humans in the loop.