Complete Execution Output (JSON):
{
"bot_summary_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 1399,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 1028,
"provider": "openrouter",
"system_message": "# Bot AI Summary Creation Agent - CRITICAL FOR BOT INTERFACE\n\nYou are responsible for creating AI summaries that will be displayed in the bot interface.\n\n## CRITICAL: MULTIPLE FIELD UPDATES FOR BOT VISIBILITY\n\nYou MUST call update_case with MULTIPLE fields to ensure the summary appears in the bot.\n\n**Step 1: Extract Case Information**\nYou will receive the actual case number as a parameter in your user_message.\nUse this exact case number for all operations.\n\n**Step 2: Create Bot-Optimized AI Summary**\nCreate a structured summary optimized for bot display:\n\n```\n\ud83c\udfaf CASE SUMMARY - Case #[CASE_NUMBER]\n\n\ud83d\udc64 CUSTOMER: [Customer Name] ([Customer Email])\n\ud83d\udce7 REQUEST: [Brief 1-line description of customer request]\n\ud83c\udff7\ufe0f CATEGORY: [Classification Category] | PRIORITY: [Priority Level]\n\ud83d\ude0a SENTIMENT: [Primary Tone] (Score: [Sentiment Score])\n\n\u2705 ANALYSIS COMPLETED:\n\u2022 Case orchestration: [New/Update/Duplicate]\n\u2022 Classification: [Category] with [Confidence]% confidence\n\u2022 Sentiment analysis: [Tone] - [Satisfaction level]\n\u2022 AI summary generation: Complete\n\n\ud83d\udca1 KEY INSIGHTS:\n\u2022 Priority Level: [Priority] based on [reasoning]\n\u2022 Customer State: [Emotional indicators and satisfaction]\n\u2022 Recommended Action: [Template type - resolved/followup/rejected]\n\u2022 Risk Factors: [Any escalation concerns or none]\n\n\ud83d\udccb NEXT STEPS:\n1. Review customer request and context\n2. Use recommended template: [Template Type]\n3. Personalize response based on sentiment\n4. Send response to customer\n\n\u26a0\ufe0f AGENT NOTES:\n[Any special considerations, compliance notes, or handling instructions]\n```\n\n**Step 3: Create Bot Preview**\nCreate a concise preview for case lists:\n\"Case #[CASE_NUMBER]: [Customer Name] - [Request Type] | [Priority] priority | [Sentiment] sentiment\"\n\n**Step 4: Update Case Record - MULTIPLE FIELDS**\nCall update_case with ALL these parameters:\n- case_number: the actual case number provided in your user message\n- ai_summary_content: the complete structured summary above\n- comments: the bot preview text\n- notes: additional detailed notes if needed\n- priority: from classification (e.g., \"High\", \"Medium\", \"Low\")\n- request_type: from classification tags (e.g., \"General Inquiry\")\n- recommended_template: based on analysis (\"resolved\", \"followup\", \"rejected\")\n\n**Step 5: Verify Update Success**\nIf update_case succeeds, respond with:\n\"\u2705 AI SUMMARY CREATED AND STORED for Case #[CASE_NUMBER]\"\n\"\ud83d\udcf1 BOT INTERFACE UPDATED with summary and preview\"\n\"\ud83d\udd04 READY FOR TEMPLATE PROCESSING\"\n\nIf update_case fails, respond with:\n\"\u274c AI SUMMARY CREATION FAILED for Case #[CASE_NUMBER]\"\n\"\ud83d\udd27 ERROR: [Error details]\"\n\"\ud83d\udcdd SUMMARY CONTENT: [Still provide the summary content]\"\n\n## CRITICAL RULES FOR BOT DISPLAY\n1. **ALWAYS use structured format with emojis for bot readability**\n2. **ALWAYS call update_case with multiple fields** - not just ai_summary_content\n3. **ALWAYS use exact case number provided in user_message**\n4. **NEVER skip the case update step** - this is critical for bot display\n5. **ALWAYS provide both detailed summary AND concise preview**\n6. **Use clear, scannable format** - bots display summaries in limited space\n7. **Include all key information** - priority, sentiment, category, next steps\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\\n\\nFirst, let me analyze the case information:\\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\\n\\nI notice that the case number and processing type are marked as \\\"UNRESOLVED\\\". Without an actual case number, I cannot update the case record in Salesforce. \\n\\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 2208, \"completion_tokens\": 240, \"total_tokens\": 2448, \"estimated_cost\": {\"amount\": 0.08064, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 240,
"estimated_cost": {
"amount": 0.08064,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 2208,
"provider": "openrouter",
"total_tokens": 2448
}
},
"duration_seconds": 8.202955,
"end_time": "2025-08-25T10:56:16.112341",
"message_sent": true,
"start_time": "2025-08-25T10:56:07.909386",
"timestamp": "2025-08-25T10:56:16.112341",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\\n\\nFirst, let me analyze the case information:\\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\\n\\nI notice that the case number and processing type are marked as \\\"UNRESOLVED\\\". Without an actual case number, I cannot update the case record in Salesforce. \\n\\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 2208, \"completion_tokens\": 240, \"total_tokens\": 2448, \"estimated_cost\": {\"amount\": 0.08064, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "bot_summary_agent",
"token_usage": {
"completion_tokens": 240,
"estimated_cost": {
"amount": 0.08064,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 2208,
"provider": "openrouter",
"total_tokens": 2448
}
},
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 623,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 1246,
"provider": "openrouter",
"system_message": "# Case Context Agent - Phase 2: Extract Case Information\n\nYou are responsible for extracting case information and setting up context for the workflow.\n\n## CRITICAL: YOU DO NOT CREATE NEW CASES - CASES ARE ALREADY CREATED IN PHASE 1\nYour job is to extract information from existing cases and customer emails.\n\n## PROCESS\n\n**Step 1: Extract Case Number from Previous Task**\nYou will receive a case number from the case_number_extractor task.\nUse this case number directly - it has already been validated and extracted.\n\n**Step 2: Try to Retrieve Case Details**\nUse get_case() with the extracted case number to get case details\n\n**Step 3: Extract Customer Information**\nFrom the customer email, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- customer_name: Extract name from sender field\n- description: Create a concise 1-2 sentence summary\n\n**Step 4: Provide Structured Output**\nAlways provide your response in this EXACT format:\n\n```\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: [case_number_from_extractor]\n**CUSTOMER_EMAIL**: [email_address]\n**CUSTOMER_NAME**: [extracted_from_sender]\n**SUBJECT**: [email_subject]\n**REQUEST_SUMMARY**: [brief_description]\n**CASE_STATUS**: [from_get_case_if_successful_or_N/A]\n\n## CASE DETAILS\n[Any additional case information from get_case, or note if case retrieval failed]\n\n## EMAIL CONTENT\n[Complete email body content]\n```\n\n## IMPORTANT RULES\n1. ALWAYS use the case number provided by the case_number_extractor\n2. Use the EXACT case number format (digits only, no prefixes)\n3. If get_case fails, note it but continue with the extracted case number\n4. NEVER create new cases - work with existing case from Phase 1\n5. ALWAYS include the structured output format above\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\\n\\n## CASE CONTEXT ANALYSIS\\n\\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\\n**CUSTOMER_EMAIL**: charlotte.green@example.com\\n**CUSTOMER_NAME**: Charlotte Green\\n**SUBJECT**: Problem with password reset\\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\\n**CASE_STATUS**: N/A\\n\\n## CASE DETAILS\\nUnable to retrieve case details as the case number is unresolved from the previous phase.\\n\\n## EMAIL CONTENT\\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\\n\\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1689, \"completion_tokens\": 303, \"total_tokens\": 1992, \"estimated_cost\": {\"amount\": 0.06885, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 303,
"estimated_cost": {
"amount": 0.06885,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 1689,
"provider": "openrouter",
"total_tokens": 1992
}
},
"duration_seconds": 7.739046,
"end_time": "2025-08-25T10:56:05.151835",
"message_sent": true,
"start_time": "2025-08-25T10:55:57.412789",
"timestamp": "2025-08-25T10:56:05.151835",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\\n\\n## CASE CONTEXT ANALYSIS\\n\\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\\n**CUSTOMER_EMAIL**: charlotte.green@example.com\\n**CUSTOMER_NAME**: Charlotte Green\\n**SUBJECT**: Problem with password reset\\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\\n**CASE_STATUS**: N/A\\n\\n## CASE DETAILS\\nUnable to retrieve case details as the case number is unresolved from the previous phase.\\n\\n## EMAIL CONTENT\\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\\n\\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1689, \"completion_tokens\": 303, \"total_tokens\": 1992, \"estimated_cost\": {\"amount\": 0.06885, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_context_agent",
"token_usage": {
"completion_tokens": 303,
"estimated_cost": {
"amount": 0.06885,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 1689,
"provider": "openrouter",
"total_tokens": 1992
}
},
"case_number_extractor": {
"case_number": "00002070",
"execution_details": {
"actual_result": {
"output": "DEBUG: Full orchestrator output: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027agent_type\u0027: \u0027assistant\u0027, \u0027ai_response\u0027: \u0027NEW_CASE_CREATED - Case #00002070\u0027, \u0027token_usage\u0027: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027total_tokens\u0027: 6851, \u0027prompt_tokens\u0027: 6649, \u0027estimated_cost\u0027: {\u0027amount\u0027: 0.21159, \u0027currency\u0027: \u0027USD\u0027}, \u0027completion_tokens\u0027: 202}, \u0027model_client_id\u0027: \u0027gpt4.1\u0027}\nDEBUG: Orchestrator AI response: NEW_CASE_CREATED - Case #00002070\nDEBUG: Extracted case number: 00002070\nDEBUG: Processing type: new\n__OUTPUTS__ {\"case_number\": \"00002070\", \"processing_type\": \"new\", \"original_response\": \"NEW_CASE_CREATED - Case #00002070\"}\n",
"return_code": 0,
"status": "completed",
"stderr": ""
},
"duration_seconds": 0.226058,
"end_time": "2025-08-25T10:55:57.146527",
"message_sent": true,
"start_time": "2025-08-25T10:55:56.920469",
"timestamp": "2025-08-25T10:55:57.146527",
"worker_executed": true,
"workers_notified": true
},
"original_response": "NEW_CASE_CREATED - Case #00002070",
"output": "DEBUG: Full orchestrator output: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027agent_type\u0027: \u0027assistant\u0027, \u0027ai_response\u0027: \u0027NEW_CASE_CREATED - Case #00002070\u0027, \u0027token_usage\u0027: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027total_tokens\u0027: 6851, \u0027prompt_tokens\u0027: 6649, \u0027estimated_cost\u0027: {\u0027amount\u0027: 0.21159, \u0027currency\u0027: \u0027USD\u0027}, \u0027completion_tokens\u0027: 202}, \u0027model_client_id\u0027: \u0027gpt4.1\u0027}\nDEBUG: Orchestrator AI response: NEW_CASE_CREATED - Case #00002070\nDEBUG: Extracted case number: 00002070\nDEBUG: Processing type: new\n__OUTPUTS__ {\"case_number\": \"00002070\", \"processing_type\": \"new\", \"original_response\": \"NEW_CASE_CREATED - Case #00002070\"}\n",
"processing_type": "new",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_number_extractor"
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "NEW_CASE_CREATED - Case #00002070",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 380,
"model": "gpt-4.1-2025-04-14",
"output_length": 33,
"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH EXACT CASE NUMBER EXTRACTION\nYour response MUST always end with ONE of these EXACT formats:\n- \"DUPLICATE_PROCESSED - Case linked to #[actual_case_number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\" \n- \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- **If case exists**: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- **If case does NOT exist**: Call create_case() to create a NEW case\n- **CRITICAL**: Extract the NEW CaseNumber from the create_case response\n- End with \"NEW_CASE_CREATED - Case #[new_case_number_from_create_response]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Extract actual CaseNumber from create_case response\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[actual_case_number_from_response]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract ACTUAL CaseNumber from the create_case response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number_from_response]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Create a new case to ensure workflow continues\n- Extract ACTUAL CaseNumber from create_case response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number_from_response]\"\n\n## CRITICAL RULES FOR CASE NUMBER EXTRACTION\n1. **ALWAYS extract actual case numbers from tool responses**\n2. When you call create_case, look for \"CaseNumber\" or \"case_number\" in the response\n3. When you call get_case, look for \"CaseNumber\" in the response\n4. **NEVER use placeholder numbers** - always use the actual numbers returned by tools\n5. **NEVER use referenced case numbers if the case doesn\u0027t exist** - create NEW case instead\n6. **ALWAYS end with one of the three exact status phrases above with REAL case numbers**\n7. If any tool fails, create a new case to keep workflow moving\n8. Never return technical error messages - always provide a status with actual case number\n"
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"ai_response": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}",
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"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
},
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"output": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Technical Support\\\", \\\"Account Services\\\"],\\n \\\"justification\\\": \\\"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\\\",\\n \\\"confidence_score\\\": 0.97\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 547, \"completion_tokens\": 84, \"total_tokens\": 631, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Technical Support\\\", \\\"Account Services\\\"],\\n \\\"justification\\\": \\\"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\\\",\\n \\\"confidence_score\\\": 0.97\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 547, \"completion_tokens\": 84, \"total_tokens\": 631, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"email_generator_agent": {
"agent_type": "assistant",
"ai_response": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED",
"execution_details": {
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"system_message": "# Email Generator Agent - Final Email Generation\n\nYou generate the final personalized email that will be sent to the customer.\n\n## CRITICAL: USE EXTRACTED CASE NUMBER FROM USER MESSAGE\nYou will receive the actual case number in your user_message.\nUse this exact case number consistently throughout.\n\n**Step 1: Extract Case Number**\nUse the case number provided directly in your user_message parameters.\n\n**Step 2: Extract Template Data**\nFrom the \"TEMPLATE_DATA_FOR_EMAIL_GENERATOR:\" section, extract:\n- template_id, customer_name, customer_email\n- recommended_template (resolved/followup/rejected)\n- All template variants and signature\n\n**Step 3: Personalize the Recommended Template**\nReplace ALL placeholders:\n- [Customer Name] \u2192 actual customer name\n- [Case Number] \u2192 actual case number from user_message\n- [Specific Details] \u2192 case-specific information\n- Add relevant details from case context\n\n**Step 4: Format Email Content**\nCreate the email_content in this structure:\n```json\n{\n \"templates\": [\n {\n \"id\": \"resolved_template_id\",\n \"subject\": \"Your Inquiry - Case [actual_case_number] - Resolved\",\n \"type\": \"resolved\",\n \"content\": \"Complete personalized email body with signature\"\n },\n {\n \"id\": \"followup_template_id\", \n \"subject\": \"Update on Your Inquiry - Case [actual_case_number]\",\n \"type\": \"followup\",\n \"content\": \"Complete personalized email body with signature\"\n },\n {\n \"id\": \"rejected_template_id\", \n \"subject\": \"Regarding Your Inquiry - Case [actual_case_number]\", \n \"type\": \"rejected\",\n \"content\": \"Complete personalized email body with signature\"\n }\n ]\n}\n```\n\n**Step 5: Update Case with Email Content**\nCall update_email_content with:\n- case_number: actual case number from user_message\n- email_content: the personalized template data\n- template_id: the template ID\n- status: \"Pending\"\n\n**Step 6: Return Success**\nReturn: \"\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #[actual_case_number]\"\n\"\ud83d\udce7 Email templates personalized and ready for agent review\"\n\"\u2705 WORKFLOW_COMPLETED\"\n"
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"output": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"\\ud83c\\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\\n\\n\\ud83d\\udce7 Email templates personalized and ready for agent review\\n\\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\\n\\nAs recommended by the Template Router, the \\\"followup\\\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\\n\\nThe templates include:\\n- Personalized greeting with the customer\u0027s name\\n- Specific details about the password reset issue\\n- Clear next steps and expectations\\n- Proper signature from the Customer Support Team\\n\\n\\u2705 WORKFLOW_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 8457, \"completion_tokens\": 1326, \"total_tokens\": 9783, \"estimated_cost\": {\"amount\": 0.33327, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"output": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"\\ud83c\\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\\n\\n\\ud83d\\udce7 Email templates personalized and ready for agent review\\n\\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\\n\\nAs recommended by the Template Router, the \\\"followup\\\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\\n\\nThe templates include:\\n- Personalized greeting with the customer\u0027s name\\n- Specific details about the password reset issue\\n- Clear next steps and expectations\\n- Proper signature from the Customer Support Team\\n\\n\\u2705 WORKFLOW_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 8457, \"completion_tokens\": 1326, \"total_tokens\": 9783, \"estimated_cost\": {\"amount\": 0.33327, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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{
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"model": "gpt-4o",
"model_client_id": "gpt4_sentiment",
"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer expresses concern and frustration over being unable to reset their password due to an error, indicating a need for assistance.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer expresses concern and frustration over being unable to reset their password due to an error, indicating a need for assistance.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 563, \"completion_tokens\": 81, \"total_tokens\": 644, \"estimated_cost\": {\"amount\": 0.00403, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
"provider": "openai",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "sentiment_analysis_agent",
"token_usage": {
"completion_tokens": 81,
"estimated_cost": {
"amount": 0.00403,
"currency": "USD"
},
"model": "gpt-4o",
"prompt_tokens": 563,
"provider": "openai",
"total_tokens": 644
}
},
"status": "SUCCESS",
"task_outputs": {
"bot_summary_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 1399,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 1028,
"provider": "openrouter",
"system_message": "# Bot AI Summary Creation Agent - CRITICAL FOR BOT INTERFACE\n\nYou are responsible for creating AI summaries that will be displayed in the bot interface.\n\n## CRITICAL: MULTIPLE FIELD UPDATES FOR BOT VISIBILITY\n\nYou MUST call update_case with MULTIPLE fields to ensure the summary appears in the bot.\n\n**Step 1: Extract Case Information**\nYou will receive the actual case number as a parameter in your user_message.\nUse this exact case number for all operations.\n\n**Step 2: Create Bot-Optimized AI Summary**\nCreate a structured summary optimized for bot display:\n\n```\n\ud83c\udfaf CASE SUMMARY - Case #[CASE_NUMBER]\n\n\ud83d\udc64 CUSTOMER: [Customer Name] ([Customer Email])\n\ud83d\udce7 REQUEST: [Brief 1-line description of customer request]\n\ud83c\udff7\ufe0f CATEGORY: [Classification Category] | PRIORITY: [Priority Level]\n\ud83d\ude0a SENTIMENT: [Primary Tone] (Score: [Sentiment Score])\n\n\u2705 ANALYSIS COMPLETED:\n\u2022 Case orchestration: [New/Update/Duplicate]\n\u2022 Classification: [Category] with [Confidence]% confidence\n\u2022 Sentiment analysis: [Tone] - [Satisfaction level]\n\u2022 AI summary generation: Complete\n\n\ud83d\udca1 KEY INSIGHTS:\n\u2022 Priority Level: [Priority] based on [reasoning]\n\u2022 Customer State: [Emotional indicators and satisfaction]\n\u2022 Recommended Action: [Template type - resolved/followup/rejected]\n\u2022 Risk Factors: [Any escalation concerns or none]\n\n\ud83d\udccb NEXT STEPS:\n1. Review customer request and context\n2. Use recommended template: [Template Type]\n3. Personalize response based on sentiment\n4. Send response to customer\n\n\u26a0\ufe0f AGENT NOTES:\n[Any special considerations, compliance notes, or handling instructions]\n```\n\n**Step 3: Create Bot Preview**\nCreate a concise preview for case lists:\n\"Case #[CASE_NUMBER]: [Customer Name] - [Request Type] | [Priority] priority | [Sentiment] sentiment\"\n\n**Step 4: Update Case Record - MULTIPLE FIELDS**\nCall update_case with ALL these parameters:\n- case_number: the actual case number provided in your user message\n- ai_summary_content: the complete structured summary above\n- comments: the bot preview text\n- notes: additional detailed notes if needed\n- priority: from classification (e.g., \"High\", \"Medium\", \"Low\")\n- request_type: from classification tags (e.g., \"General Inquiry\")\n- recommended_template: based on analysis (\"resolved\", \"followup\", \"rejected\")\n\n**Step 5: Verify Update Success**\nIf update_case succeeds, respond with:\n\"\u2705 AI SUMMARY CREATED AND STORED for Case #[CASE_NUMBER]\"\n\"\ud83d\udcf1 BOT INTERFACE UPDATED with summary and preview\"\n\"\ud83d\udd04 READY FOR TEMPLATE PROCESSING\"\n\nIf update_case fails, respond with:\n\"\u274c AI SUMMARY CREATION FAILED for Case #[CASE_NUMBER]\"\n\"\ud83d\udd27 ERROR: [Error details]\"\n\"\ud83d\udcdd SUMMARY CONTENT: [Still provide the summary content]\"\n\n## CRITICAL RULES FOR BOT DISPLAY\n1. **ALWAYS use structured format with emojis for bot readability**\n2. **ALWAYS call update_case with multiple fields** - not just ai_summary_content\n3. **ALWAYS use exact case number provided in user_message**\n4. **NEVER skip the case update step** - this is critical for bot display\n5. **ALWAYS provide both detailed summary AND concise preview**\n6. **Use clear, scannable format** - bots display summaries in limited space\n7. **Include all key information** - priority, sentiment, category, next steps\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\\n\\nFirst, let me analyze the case information:\\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\\n\\nI notice that the case number and processing type are marked as \\\"UNRESOLVED\\\". Without an actual case number, I cannot update the case record in Salesforce. \\n\\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 2208, \"completion_tokens\": 240, \"total_tokens\": 2448, \"estimated_cost\": {\"amount\": 0.08064, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 240,
"estimated_cost": {
"amount": 0.08064,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 2208,
"provider": "openrouter",
"total_tokens": 2448
}
},
"duration_seconds": 8.202955,
"end_time": "2025-08-25T10:56:16.112341",
"message_sent": true,
"start_time": "2025-08-25T10:56:07.909386",
"timestamp": "2025-08-25T10:56:16.112341",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\n\nFirst, let me analyze the case information:\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\n\nI notice that the case number and processing type are marked as \"UNRESOLVED\". Without an actual case number, I cannot update the case record in Salesforce. \n\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll create a bot-optimized AI summary and update the case record with all the necessary information.\\n\\nFirst, let me analyze the case information:\\n- Case number: Not provided (marked as UNRESOLVED_case_number_extractor.case_number)\\n- Processing type: Not provided (marked as UNRESOLVED_case_number_extractor.processing_type)\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nI need to ask for the actual case number before I can update the record, as this is a required parameter.\\n\\nI notice that the case number and processing type are marked as \\\"UNRESOLVED\\\". Without an actual case number, I cannot update the case record in Salesforce. \\n\\nCould you please provide the actual case number for this customer request? Once I have this information, I can create and store the bot-optimized AI summary with all required fields.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 2208, \"completion_tokens\": 240, \"total_tokens\": 2448, \"estimated_cost\": {\"amount\": 0.08064, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "bot_summary_agent",
"token_usage": {
"completion_tokens": 240,
"estimated_cost": {
"amount": 0.08064,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 2208,
"provider": "openrouter",
"total_tokens": 2448
}
},
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 623,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 1246,
"provider": "openrouter",
"system_message": "# Case Context Agent - Phase 2: Extract Case Information\n\nYou are responsible for extracting case information and setting up context for the workflow.\n\n## CRITICAL: YOU DO NOT CREATE NEW CASES - CASES ARE ALREADY CREATED IN PHASE 1\nYour job is to extract information from existing cases and customer emails.\n\n## PROCESS\n\n**Step 1: Extract Case Number from Previous Task**\nYou will receive a case number from the case_number_extractor task.\nUse this case number directly - it has already been validated and extracted.\n\n**Step 2: Try to Retrieve Case Details**\nUse get_case() with the extracted case number to get case details\n\n**Step 3: Extract Customer Information**\nFrom the customer email, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- customer_name: Extract name from sender field\n- description: Create a concise 1-2 sentence summary\n\n**Step 4: Provide Structured Output**\nAlways provide your response in this EXACT format:\n\n```\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: [case_number_from_extractor]\n**CUSTOMER_EMAIL**: [email_address]\n**CUSTOMER_NAME**: [extracted_from_sender]\n**SUBJECT**: [email_subject]\n**REQUEST_SUMMARY**: [brief_description]\n**CASE_STATUS**: [from_get_case_if_successful_or_N/A]\n\n## CASE DETAILS\n[Any additional case information from get_case, or note if case retrieval failed]\n\n## EMAIL CONTENT\n[Complete email body content]\n```\n\n## IMPORTANT RULES\n1. ALWAYS use the case number provided by the case_number_extractor\n2. Use the EXACT case number format (digits only, no prefixes)\n3. If get_case fails, note it but continue with the extracted case number\n4. NEVER create new cases - work with existing case from Phase 1\n5. ALWAYS include the structured output format above\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\\n\\n## CASE CONTEXT ANALYSIS\\n\\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\\n**CUSTOMER_EMAIL**: charlotte.green@example.com\\n**CUSTOMER_NAME**: Charlotte Green\\n**SUBJECT**: Problem with password reset\\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\\n**CASE_STATUS**: N/A\\n\\n## CASE DETAILS\\nUnable to retrieve case details as the case number is unresolved from the previous phase.\\n\\n## EMAIL CONTENT\\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\\n\\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1689, \"completion_tokens\": 303, \"total_tokens\": 1992, \"estimated_cost\": {\"amount\": 0.06885, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 303,
"estimated_cost": {
"amount": 0.06885,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 1689,
"provider": "openrouter",
"total_tokens": 1992
}
},
"duration_seconds": 7.739046,
"end_time": "2025-08-25T10:56:05.151835",
"message_sent": true,
"start_time": "2025-08-25T10:55:57.412789",
"timestamp": "2025-08-25T10:56:05.151835",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\n\n## CASE CONTEXT ANALYSIS\n\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\n**CUSTOMER_EMAIL**: charlotte.green@example.com\n**CUSTOMER_NAME**: Charlotte Green\n**SUBJECT**: Problem with password reset\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\n**CASE_STATUS**: N/A\n\n## CASE DETAILS\nUnable to retrieve case details as the case number is unresolved from the previous phase.\n\n## EMAIL CONTENT\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\n\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\n__OUTPUTS__ {\"ai_response\": \"I\u0027ll extract the case context using the provided information. First, I need to note that there appears to be an issue with the case number extraction from the previous phase. Let me proceed with the information available.\\n\\n## CASE CONTEXT ANALYSIS\\n\\n**EXTRACTED_CASE_NUMBER**: UNRESOLVED_case_number_extractor.case_number\\n**CUSTOMER_EMAIL**: charlotte.green@example.com\\n**CUSTOMER_NAME**: Charlotte Green\\n**SUBJECT**: Problem with password reset\\n**REQUEST_SUMMARY**: Customer is unable to reset their password as the reset link results in an error page.\\n**CASE_STATUS**: N/A\\n\\n## CASE DETAILS\\nUnable to retrieve case details as the case number is unresolved from the previous phase.\\n\\n## EMAIL CONTENT\\nHi, I tried resetting my password using the link sent to my email, but every time I click it, the page shows an error. Could you please help me reset my password so I can log in to my account? Thanks, Charlotte\\n\\nNote: The case number provided (UNRESOLVED_case_number_extractor.case_number) appears to be a placeholder rather than an actual case number. This suggests that the case_number_extractor in Phase 1 did not successfully extract a valid case number. Without a valid case number, I cannot retrieve the case details using the get_case tool.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 1689, \"completion_tokens\": 303, \"total_tokens\": 1992, \"estimated_cost\": {\"amount\": 0.06885, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_context_agent",
"token_usage": {
"completion_tokens": 303,
"estimated_cost": {
"amount": 0.06885,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 1689,
"provider": "openrouter",
"total_tokens": 1992
}
},
"case_number_extractor": {
"case_number": "00002070",
"execution_details": {
"actual_result": {
"output": "DEBUG: Full orchestrator output: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027agent_type\u0027: \u0027assistant\u0027, \u0027ai_response\u0027: \u0027NEW_CASE_CREATED - Case #00002070\u0027, \u0027token_usage\u0027: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027total_tokens\u0027: 6851, \u0027prompt_tokens\u0027: 6649, \u0027estimated_cost\u0027: {\u0027amount\u0027: 0.21159, \u0027currency\u0027: \u0027USD\u0027}, \u0027completion_tokens\u0027: 202}, \u0027model_client_id\u0027: \u0027gpt4.1\u0027}\nDEBUG: Orchestrator AI response: NEW_CASE_CREATED - Case #00002070\nDEBUG: Extracted case number: 00002070\nDEBUG: Processing type: new\n__OUTPUTS__ {\"case_number\": \"00002070\", \"processing_type\": \"new\", \"original_response\": \"NEW_CASE_CREATED - Case #00002070\"}\n",
"return_code": 0,
"status": "completed",
"stderr": ""
},
"duration_seconds": 0.226058,
"end_time": "2025-08-25T10:55:57.146527",
"message_sent": true,
"start_time": "2025-08-25T10:55:56.920469",
"timestamp": "2025-08-25T10:55:57.146527",
"worker_executed": true,
"workers_notified": true
},
"original_response": "NEW_CASE_CREATED - Case #00002070",
"output": "DEBUG: Full orchestrator output: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027agent_type\u0027: \u0027assistant\u0027, \u0027ai_response\u0027: \u0027NEW_CASE_CREATED - Case #00002070\u0027, \u0027token_usage\u0027: {\u0027model\u0027: \u0027gpt-4.1-2025-04-14\u0027, \u0027provider\u0027: \u0027openai\u0027, \u0027total_tokens\u0027: 6851, \u0027prompt_tokens\u0027: 6649, \u0027estimated_cost\u0027: {\u0027amount\u0027: 0.21159, \u0027currency\u0027: \u0027USD\u0027}, \u0027completion_tokens\u0027: 202}, \u0027model_client_id\u0027: \u0027gpt4.1\u0027}\nDEBUG: Orchestrator AI response: NEW_CASE_CREATED - Case #00002070\nDEBUG: Extracted case number: 00002070\nDEBUG: Processing type: new\n__OUTPUTS__ {\"case_number\": \"00002070\", \"processing_type\": \"new\", \"original_response\": \"NEW_CASE_CREATED - Case #00002070\"}\n",
"processing_type": "new",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_number_extractor"
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "NEW_CASE_CREATED - Case #00002070",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 380,
"model": "gpt-4.1-2025-04-14",
"output_length": 33,
"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH EXACT CASE NUMBER EXTRACTION\nYour response MUST always end with ONE of these EXACT formats:\n- \"DUPLICATE_PROCESSED - Case linked to #[actual_case_number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\" \n- \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- **If case exists**: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- **If case does NOT exist**: Call create_case() to create a NEW case\n- **CRITICAL**: Extract the NEW CaseNumber from the create_case response\n- End with \"NEW_CASE_CREATED - Case #[new_case_number_from_create_response]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Extract actual CaseNumber from create_case response\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[actual_case_number_from_response]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract ACTUAL CaseNumber from the create_case response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number_from_response]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Create a new case to ensure workflow continues\n- Extract ACTUAL CaseNumber from create_case response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number_from_response]\"\n\n## CRITICAL RULES FOR CASE NUMBER EXTRACTION\n1. **ALWAYS extract actual case numbers from tool responses**\n2. When you call create_case, look for \"CaseNumber\" or \"case_number\" in the response\n3. When you call get_case, look for \"CaseNumber\" in the response\n4. **NEVER use placeholder numbers** - always use the actual numbers returned by tools\n5. **NEVER use referenced case numbers if the case doesn\u0027t exist** - create NEW case instead\n6. **ALWAYS end with one of the three exact status phrases above with REAL case numbers**\n7. If any tool fails, create a new case to keep workflow moving\n8. Never return technical error messages - always provide a status with actual case number\n"
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"classification_agent": {
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"ai_response": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}",
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"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
},
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"output": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Technical Support\\\", \\\"Account Services\\\"],\\n \\\"justification\\\": \\\"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\\\",\\n \\\"confidence_score\\\": 0.97\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 547, \"completion_tokens\": 84, \"total_tokens\": 631, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Technical Support\", \"Account Services\"],\n \"justification\": \"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Technical Support\\\", \\\"Account Services\\\"],\\n \\\"justification\\\": \\\"The customer is unable to access their account due to a technical issue with the password reset process. This impacts account access, which is critical for financial services, warranting a high priority and relevant tags.\\\",\\n \\\"confidence_score\\\": 0.97\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 547, \"completion_tokens\": 84, \"total_tokens\": 631, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"email_generator_agent": {
"agent_type": "assistant",
"ai_response": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED",
"execution_details": {
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"system_message": "# Email Generator Agent - Final Email Generation\n\nYou generate the final personalized email that will be sent to the customer.\n\n## CRITICAL: USE EXTRACTED CASE NUMBER FROM USER MESSAGE\nYou will receive the actual case number in your user_message.\nUse this exact case number consistently throughout.\n\n**Step 1: Extract Case Number**\nUse the case number provided directly in your user_message parameters.\n\n**Step 2: Extract Template Data**\nFrom the \"TEMPLATE_DATA_FOR_EMAIL_GENERATOR:\" section, extract:\n- template_id, customer_name, customer_email\n- recommended_template (resolved/followup/rejected)\n- All template variants and signature\n\n**Step 3: Personalize the Recommended Template**\nReplace ALL placeholders:\n- [Customer Name] \u2192 actual customer name\n- [Case Number] \u2192 actual case number from user_message\n- [Specific Details] \u2192 case-specific information\n- Add relevant details from case context\n\n**Step 4: Format Email Content**\nCreate the email_content in this structure:\n```json\n{\n \"templates\": [\n {\n \"id\": \"resolved_template_id\",\n \"subject\": \"Your Inquiry - Case [actual_case_number] - Resolved\",\n \"type\": \"resolved\",\n \"content\": \"Complete personalized email body with signature\"\n },\n {\n \"id\": \"followup_template_id\", \n \"subject\": \"Update on Your Inquiry - Case [actual_case_number]\",\n \"type\": \"followup\",\n \"content\": \"Complete personalized email body with signature\"\n },\n {\n \"id\": \"rejected_template_id\", \n \"subject\": \"Regarding Your Inquiry - Case [actual_case_number]\", \n \"type\": \"rejected\",\n \"content\": \"Complete personalized email body with signature\"\n }\n ]\n}\n```\n\n**Step 5: Update Case with Email Content**\nCall update_email_content with:\n- case_number: actual case number from user_message\n- email_content: the personalized template data\n- template_id: the template ID\n- status: \"Pending\"\n\n**Step 6: Return Success**\nReturn: \"\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #[actual_case_number]\"\n\"\ud83d\udce7 Email templates personalized and ready for agent review\"\n\"\u2705 WORKFLOW_COMPLETED\"\n"
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"output": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"\\ud83c\\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\\n\\n\\ud83d\\udce7 Email templates personalized and ready for agent review\\n\\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\\n\\nAs recommended by the Template Router, the \\\"followup\\\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\\n\\nThe templates include:\\n- Personalized greeting with the customer\u0027s name\\n- Specific details about the password reset issue\\n- Clear next steps and expectations\\n- Proper signature from the Customer Support Team\\n\\n\\u2705 WORKFLOW_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 8457, \"completion_tokens\": 1326, \"total_tokens\": 9783, \"estimated_cost\": {\"amount\": 0.33327, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"output": "\ud83c\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\n\n\ud83d\udce7 Email templates personalized and ready for agent review\n\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\n\nAs recommended by the Template Router, the \"followup\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\n\nThe templates include:\n- Personalized greeting with the customer\u0027s name\n- Specific details about the password reset issue\n- Clear next steps and expectations\n- Proper signature from the Customer Support Team\n\n\u2705 WORKFLOW_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"\\ud83c\\udf89 EMAIL_CONTENT_UPDATED_SUCCESSFULLY for Case #00002070\\n\\n\\ud83d\\udce7 Email templates personalized and ready for agent review\\n\\nThe email templates have been successfully personalized for Charlotte Green\u0027s password reset issue. All three template types (resolved, followup, and rejected) have been prepared with the correct case number (00002070) and customer information.\\n\\nAs recommended by the Template Router, the \\\"followup\\\" template is the most appropriate for this case since it\u0027s an ongoing technical issue that requires investigation by the technical team.\\n\\nThe templates include:\\n- Personalized greeting with the customer\u0027s name\\n- Specific details about the password reset issue\\n- Clear next steps and expectations\\n- Proper signature from the Customer Support Team\\n\\n\\u2705 WORKFLOW_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 8457, \"completion_tokens\": 1326, \"total_tokens\": 9783, \"estimated_cost\": {\"amount\": 0.33327, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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{
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{
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000397, \"started_at\": \"2025-08-25T10:55:57.302778\", \"ended_at\": \"2025-08-25T10:55:57.303175\"}",
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"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
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"task_id": "sentiment_analysis_agent",
"token_usage": {
"completion_tokens": 81,
"estimated_cost": {
"amount": 0.00403,
"currency": "USD"
},
"model": "gpt-4o",
"prompt_tokens": 563,
"provider": "openai",
"total_tokens": 644
}
},
"template_router_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 1466,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 4691,
"provider": "openrouter",
"system_message": "# Template Router Agent - Final Phase\n\nYou are responsible for finding or creating email templates and providing template data.\n\n## CRITICAL: USE EXTRACTED CASE NUMBER\nYou will receive the case number from the user_message.\nUse this case number consistently throughout.\n\n## YOUR PROCESS\n\n**Step 1: Extract Information**\nFrom the bot summary and previous tasks, extract:\n- Case number from user_message parameters\n- Customer name and email from case context\n- Customer intent/request\n- Classification category\n- Recommended template type from bot summary\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nTry these searches in order:\n1. get_email_templates(category=\"[mapped_category]\", intent=\"[full_customer_intent]\", limit=5)\n2. get_email_templates(category=\"[mapped_category]\", intent=\"[simplified_keywords]\", limit=5)\n3. get_email_templates(category=\"[mapped_category]\", limit=5)\n\n**Step 4: Template Selection**\nIf templates found:\n- Select best match (80%+ similarity)\n- Use get_template_by_id() to get full template\n- Provide template data structure\n\nIf no templates found:\n- Call insert_email_templates to create new template\n- Provide template data structure\n\n**Step 5: Always Provide Template Data Structure**\nAlways end your response with this EXACT format:\n```\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"[UUID_from_tool_response]\",\n \"case_number\": \"[case_number]\",\n \"customer_name\": \"[Customer_Name]\",\n \"customer_email\": \"[Customer_Email]\",\n \"recommended_template\": \"[resolved/followup/rejected]\",\n \"resolved_template\": {\n \"subject\": \"Your Inquiry - Case [case_number] - Resolved\",\n \"body\": \"Dear [Customer Name],\\n\\nThank you for contacting us regarding your inquiry.\\n\\n[Resolution details]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Inquiry - Case [case_number]\",\n \"body\": \"Dear [Customer Name],\\n\\nWe are following up on your recent inquiry.\\n\\n[Status update]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Inquiry - Case [case_number]\",\n \"body\": \"Dear [Customer Name],\\n\\nThank you for your inquiry. After review:\\n\\n[Explanation]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n```\n\nEnd with: \"TEMPLATE_PROCESSING_COMPLETED for Case #[case_number]\"\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\\n\\nBased on the information provided, I can see that:\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \\\"followup\\\" template type would be most appropriate at this stage.\\n\\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\\n{\\n \\\"template_id\\\": \\\"a45909a6-d620-40cc-914b-817d9b4c281c\\\",\\n \\\"case_number\\\": \\\"UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"customer_name\\\": \\\"Charlotte Green\\\",\\n \\\"customer_email\\\": \\\"charlotte.green@example.com\\\",\\n \\\"recommended_template\\\": \\\"followup\\\",\\n \\\"resolved_template\\\": {\\n \\\"subject\\\": \\\"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"subject\\\": \\\"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"subject\\\": \\\"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"is_approved\\\": false\\n}\\n\\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13432, \"completion_tokens\": 1721, \"total_tokens\": 15153, \"estimated_cost\": {\"amount\": 0.50622, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 1721,
"estimated_cost": {
"amount": 0.50622,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 13432,
"provider": "openrouter",
"total_tokens": 15153
}
},
"duration_seconds": 33.154104,
"end_time": "2025-08-25T10:56:49.332034",
"message_sent": true,
"start_time": "2025-08-25T10:56:16.177930",
"timestamp": "2025-08-25T10:56:49.332034",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\\n\\nBased on the information provided, I can see that:\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \\\"followup\\\" template type would be most appropriate at this stage.\\n\\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\\n{\\n \\\"template_id\\\": \\\"a45909a6-d620-40cc-914b-817d9b4c281c\\\",\\n \\\"case_number\\\": \\\"UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"customer_name\\\": \\\"Charlotte Green\\\",\\n \\\"customer_email\\\": \\\"charlotte.green@example.com\\\",\\n \\\"recommended_template\\\": \\\"followup\\\",\\n \\\"resolved_template\\\": {\\n \\\"subject\\\": \\\"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"subject\\\": \\\"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"subject\\\": \\\"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"is_approved\\\": false\\n}\\n\\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13432, \"completion_tokens\": 1721, \"total_tokens\": 15153, \"estimated_cost\": {\"amount\": 0.50622, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "template_router_agent",
"token_usage": {
"completion_tokens": 1721,
"estimated_cost": {
"amount": 0.50622,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 13432,
"provider": "openrouter",
"total_tokens": 15153
}
}
},
"template_router_agent": {
"agent_type": "assistant",
"ai_response": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 1466,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 4691,
"provider": "openrouter",
"system_message": "# Template Router Agent - Final Phase\n\nYou are responsible for finding or creating email templates and providing template data.\n\n## CRITICAL: USE EXTRACTED CASE NUMBER\nYou will receive the case number from the user_message.\nUse this case number consistently throughout.\n\n## YOUR PROCESS\n\n**Step 1: Extract Information**\nFrom the bot summary and previous tasks, extract:\n- Case number from user_message parameters\n- Customer name and email from case context\n- Customer intent/request\n- Classification category\n- Recommended template type from bot summary\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nTry these searches in order:\n1. get_email_templates(category=\"[mapped_category]\", intent=\"[full_customer_intent]\", limit=5)\n2. get_email_templates(category=\"[mapped_category]\", intent=\"[simplified_keywords]\", limit=5)\n3. get_email_templates(category=\"[mapped_category]\", limit=5)\n\n**Step 4: Template Selection**\nIf templates found:\n- Select best match (80%+ similarity)\n- Use get_template_by_id() to get full template\n- Provide template data structure\n\nIf no templates found:\n- Call insert_email_templates to create new template\n- Provide template data structure\n\n**Step 5: Always Provide Template Data Structure**\nAlways end your response with this EXACT format:\n```\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"[UUID_from_tool_response]\",\n \"case_number\": \"[case_number]\",\n \"customer_name\": \"[Customer_Name]\",\n \"customer_email\": \"[Customer_Email]\",\n \"recommended_template\": \"[resolved/followup/rejected]\",\n \"resolved_template\": {\n \"subject\": \"Your Inquiry - Case [case_number] - Resolved\",\n \"body\": \"Dear [Customer Name],\\n\\nThank you for contacting us regarding your inquiry.\\n\\n[Resolution details]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Inquiry - Case [case_number]\",\n \"body\": \"Dear [Customer Name],\\n\\nWe are following up on your recent inquiry.\\n\\n[Status update]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Inquiry - Case [case_number]\",\n \"body\": \"Dear [Customer Name],\\n\\nThank you for your inquiry. After review:\\n\\n[Explanation]\\n\\nBest regards,\\nCustomer Support Team\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n```\n\nEnd with: \"TEMPLATE_PROCESSING_COMPLETED for Case #[case_number]\"\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\\n\\nBased on the information provided, I can see that:\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \\\"followup\\\" template type would be most appropriate at this stage.\\n\\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\\n{\\n \\\"template_id\\\": \\\"a45909a6-d620-40cc-914b-817d9b4c281c\\\",\\n \\\"case_number\\\": \\\"UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"customer_name\\\": \\\"Charlotte Green\\\",\\n \\\"customer_email\\\": \\\"charlotte.green@example.com\\\",\\n \\\"recommended_template\\\": \\\"followup\\\",\\n \\\"resolved_template\\\": {\\n \\\"subject\\\": \\\"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"subject\\\": \\\"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"subject\\\": \\\"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"is_approved\\\": false\\n}\\n\\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13432, \"completion_tokens\": 1721, \"total_tokens\": 15153, \"estimated_cost\": {\"amount\": 0.50622, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"stderr": "",
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"estimated_cost": {
"amount": 0.50622,
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"prompt_tokens": 13432,
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}
},
"duration_seconds": 33.154104,
"end_time": "2025-08-25T10:56:49.332034",
"message_sent": true,
"start_time": "2025-08-25T10:56:16.177930",
"timestamp": "2025-08-25T10:56:49.332034",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\n\nBased on the information provided, I can see that:\n- Customer: Charlotte Green (charlotte.green@example.com)\n- Issue: Password reset functionality not working\n- Classification: Technical Support, Account Services with High priority\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\n\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \"followup\" template type would be most appropriate at this stage.\n\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\n{\n \"template_id\": \"a45909a6-d620-40cc-914b-817d9b4c281c\",\n \"case_number\": \"UNRESOLVED_case_number_extractor.case_number\",\n \"customer_name\": \"Charlotte Green\",\n \"customer_email\": \"charlotte.green@example.com\",\n \"recommended_template\": \"followup\",\n \"resolved_template\": {\n \"subject\": \"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\"\n },\n \"followup_template\": {\n \"subject\": \"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\"\n },\n \"rejected_template\": {\n \"subject\": \"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\",\n \"body\": \"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"is_approved\": false\n}\n\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\n__OUTPUTS__ {\"ai_response\": \"I\u0027ve found an appropriate template for this case. The template matches the customer\u0027s issue with password reset functionality not working, which falls under Account Services category.\\n\\nBased on the information provided, I can see that:\\n- Customer: Charlotte Green (charlotte.green@example.com)\\n- Issue: Password reset functionality not working\\n- Classification: Technical Support, Account Services with High priority\\n- Sentiment: Concerned (-0.4 score), Medium frustration, Low satisfaction\\n\\nThe template I found is specifically designed for password reset issues, which is a perfect match for this case. Since this appears to be an ongoing issue that needs investigation, the \\\"followup\\\" template type would be most appropriate at this stage.\\n\\nTEMPLATE_DATA_FOR_EMAIL_GENERATOR:\\n{\\n \\\"template_id\\\": \\\"a45909a6-d620-40cc-914b-817d9b4c281c\\\",\\n \\\"case_number\\\": \\\"UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"customer_name\\\": \\\"Charlotte Green\\\",\\n \\\"customer_email\\\": \\\"charlotte.green@example.com\\\",\\n \\\"recommended_template\\\": \\\"followup\\\",\\n \\\"resolved_template\\\": {\\n \\\"subject\\\": \\\"Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number - Resolved\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding the difficulties you experienced with resetting your password and accessing your account.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that we have successfully resolved the issue that was preventing your password reset links from working properly. Our technical team has fixed the error that was causing the problem.\u003c/p\u003e\u003cp\u003eYour account has been secured and a temporary password has been set. You can now log in using the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our secure login page at our official website\u003c/li\u003e\u003cli\u003eEnter your username\u003c/li\u003e\u003cli\u003eUse the temporary password: [Temporary Password]\u003c/li\u003e\u003cli\u003eYou will be prompted to create a new password upon login\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eFor security reasons, this temporary password will expire in 24 hours. Please log in as soon as possible to set your new password.\u003c/p\u003e\u003cp\u003eIf you have any further questions or encounter any issues, please don\u0027t hesitate to contact us.\u003c/p\u003e\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"subject\\\": \\\"Update on Your Password Reset Issue - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about the password reset errors you\u0027ve been experiencing.\u003c/p\u003e\u003cp\u003eWe want to assure you that our technical team is actively investigating this issue. We understand how important account access is and are prioritizing the resolution of your case.\u003c/p\u003e\u003cp\u003eHere\u0027s what we\u0027re doing to resolve your issue:\u003c/p\u003e\u003col\u003e\u003cli\u003eInvestigating why the password reset links are directing to error pages\u003c/li\u003e\u003cli\u003eChecking for any security blocks that might be affecting your account\u003c/li\u003e\u003cli\u003eTesting our password reset system to ensure it\u0027s working correctly\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eWe expect to have this resolved within the next 24-48 hours. In the meantime, if you need immediate access to your account information, please call our customer service line where a representative can assist you with specific transactions or account information.\u003c/p\u003e\u003cp\u003eWe will contact you as soon as we have additional information or when the issue is resolved.\u003c/p\u003e\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"subject\\\": \\\"Regarding Your Password Reset Inquiry - Case UNRESOLVED_case_number_extractor.case_number\\\",\\n \\\"body\\\": \\\"\u003cp\u003eDear Charlotte Green,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding the difficulties you\u0027ve experienced with password reset and accessing your account.\u003c/p\u003e\u003cp\u003eAfter careful review, we\u0027ve determined that this issue is related to our scheduled system maintenance that was recently performed. During this maintenance, some account security settings were updated, which requires all users to complete a new verification process.\u003c/p\u003e\u003cp\u003eTo regain access to your account, you will need to complete the following steps:\u003c/p\u003e\u003col\u003e\u003cli\u003eVisit our account recovery page on our official website\u003c/li\u003e\u003cli\u003eSelect the \u0027Account Verification\u0027 option\u003c/li\u003e\u003cli\u003eProvide the requested identification information\u003c/li\u003e\u003cli\u003eComplete the two-factor authentication process\u003c/li\u003e\u003c/ol\u003e\u003cp\u003eThis verification process cannot be bypassed as it is a critical security measure to protect your account. Once completed, you will be able to set a new password and regain full access to your account.\u003c/p\u003e\u003cp\u003eIf you need assistance with this process, please call our dedicated support line.\u003c/p\u003e\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"is_approved\\\": false\\n}\\n\\nTEMPLATE_PROCESSING_COMPLETED for Case #UNRESOLVED_case_number_extractor.case_number\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 13432, \"completion_tokens\": 1721, \"total_tokens\": 15153, \"estimated_cost\": {\"amount\": 0.50622, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "template_router_agent",
"token_usage": {
"completion_tokens": 1721,
"estimated_cost": {
"amount": 0.50622,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 13432,
"provider": "openrouter",
"total_tokens": 15153
}
}
}