async function handleCustomerMessage(message: string) {
  // Search workthin for matching knowledge
  const params = new URLSearchParams({
    q: message,
    scope: 'global',
    detail: 'summary',
  })

  const res = await fetch(
    `https://workthin.app/api/v1/search?${params}`,
    {
      headers: {
        'Authorization': 'Bearer ' + process.env.WORKTHIN_API_KEY,
      },
    }
  )

  const data = await res.json()

  if (data.data && data.data.length > 0) {
    return {
      resolved: true,
      response: data.data[0].title + ': ' + data.data[0].body,
    }
  }

  // No match — escalate to human agent
  return {
    resolved: false,
    response: 'Connecting you with a support agent...',
  }
}

Customer message
  → workthin search (summary)
    → Match found → Return solution (auto-resolve)
    → No match   → Escalate to human
                    → Human solves
                    → Create knowledge (vaccinate)