At $DAYJOB we do something very similar shape-wise. I wonder - it sounds like you have a dedicated agent comms plane? In our case we found that the easiest and most straightforward was to just use our default company chat app directly for this. Because most of the context that the agent workers need to do work is there, but also, it’s just much easier for teams to conceptualise an agent colleague if it just hangs out in their channels.
What do you do here, and how’s it going?