Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
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"model": "gpt-4.1-2025-04-14",
"output_length": 1090,
"provider": "openai",
"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, 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- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\nCustomer Email: michael.johnson@email.com\\n\\nSubject: RE: Case #00001943 - Credit card dispute update\\n\\nEmail Body:\\n\\\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\\"\\n\\nDisputed Amount: 1299.99\\n\\nDescription:\\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\\n\\nSummary:\\n- Case is currently \\\"In Progress\\\" with high priority.\\n- Customer has provided all requested documentation and is awaiting a resolution.\\n- The urgency is due to a pending payment deadline.\\n- The case is being handled via email, and the customer expects a prompt update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3880, \"completion_tokens\": 280, \"total_tokens\": 4160, \"estimated_cost\": {\"amount\": 0.1332, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
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"estimated_cost": {
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"currency": "USD"
},
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},
"duration_seconds": 12.820242,
"end_time": "2025-08-19T06:28:31.422107",
"message_sent": true,
"start_time": "2025-08-19T06:28:18.601865",
"timestamp": "2025-08-19T06:28:31.422107",
"worker_executed": true,
"workers_notified": true
},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\nCustomer Email: michael.johnson@email.com\\n\\nSubject: RE: Case #00001943 - Credit card dispute update\\n\\nEmail Body:\\n\\\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\\"\\n\\nDisputed Amount: 1299.99\\n\\nDescription:\\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\\n\\nSummary:\\n- Case is currently \\\"In Progress\\\" with high priority.\\n- Customer has provided all requested documentation and is awaiting a resolution.\\n- The urgency is due to a pending payment deadline.\\n- The case is being handled via email, and the customer expects a prompt update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3880, \"completion_tokens\": 280, \"total_tokens\": 4160, \"estimated_cost\": {\"amount\": 0.1332, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
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"status": "completed",
"stderr": "",
"task_id": "case_context_agent",
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"estimated_cost": {
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},
"model": "gpt-4.1-2025-04-14",
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}
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
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"model": "gpt-4.1-2025-04-14",
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"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 ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - 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 doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4842, \"completion_tokens\": 55, \"total_tokens\": 4897, \"estimated_cost\": {\"amount\": 0.14856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4842, \"completion_tokens\": 55, \"total_tokens\": 4897, \"estimated_cost\": {\"amount\": 0.14856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
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},
"classification_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}",
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"agent_type": "assistant",
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"model": "gpt-4.1-2025-04-14",
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"provider": "openai",
"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"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\\\",\\n \\\"confidence_score\\\": 0.98\\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\": 544, \"completion_tokens\": 97, \"total_tokens\": 641, \"estimated_cost\": {\"amount\": 0.02214, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 544, \"completion_tokens\": 97, \"total_tokens\": 641, \"estimated_cost\": {\"amount\": 0.02214, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"execution_summary": {
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"dependencies_detected": false,
"end_time": "2025-08-19T06:29:11.675713",
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{
"condition": "contains(${case_orchestrator.ai_response}, \"DUPLICATE_PROCESSED\")",
"name": "duplicate_workflow",
"result": false,
"route": "duplicate_end"
},
{
"condition": "contains(${case_orchestrator.ai_response}, \"NEW_CASE_CREATED\") || contains(${case_orchestrator.ai_response}, \"CASE_RETRIEVED_FOR_UPDATE\")",
"name": "analysis_workflow",
"result": false,
"route": "continue_analysis"
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"ended_at": "2025-08-19T06:28:18.462785",
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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(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000508, \"started_at\": \"2025-08-19T06:28:18.462277\", \"ended_at\": \"2025-08-19T06:28:18.462785\"}",
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"worker_executed": true,
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},
"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.000508, \"started_at\": \"2025-08-19T06:28:18.462277\", \"ended_at\": \"2025-08-19T06:28:18.462785\"}",
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"sentiment_analysis_agent": {
"agent_type": "assistant",
"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 is concerned due to lack of communication and impending payment deadline, leading to medium frustration and low satisfaction.\"\n}",
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"provider": "openai",
"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"
},
"input_format": "text",
"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 is concerned due to lack of communication and impending payment deadline, leading to medium frustration and low satisfaction.\"\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 is concerned due to lack of communication and impending payment deadline, leading to medium frustration and low satisfaction.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 560, \"completion_tokens\": 79, \"total_tokens\": 639, \"estimated_cost\": {\"amount\": 0.003985, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"model": "gpt-4o",
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"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 is concerned due to lack of communication and impending payment deadline, leading to medium frustration and low satisfaction.\"\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 is concerned due to lack of communication and impending payment deadline, leading to medium frustration and low satisfaction.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 560, \"completion_tokens\": 79, \"total_tokens\": 639, \"estimated_cost\": {\"amount\": 0.003985, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"status": "SUCCESS",
"summary_agent": {
"agent_type": "assistant",
"ai_response": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\\n\\nCompleted Steps:\\n- Customer submitted all required documents for the dispute.\\n- Initial acknowledgment of the dispute was provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documentation to confirm receipt and completeness.\\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\\n- If additional information is needed, request it promptly.\\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and potential financial impact.\\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\\n\\nCritical Considerations:\\n- Ensure all communications are timely, clear, and empathetic.\\n- Expedite the review process due to the urgent nature of the request.\\n- Proactively address the customer\\u2019s concerns about the payment deadline to prevent financial harm.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4498, \"completion_tokens\": 727, \"total_tokens\": 5225, \"estimated_cost\": {\"amount\": 0.17856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\\n\\nCompleted Steps:\\n- Customer submitted all required documents for the dispute.\\n- Initial acknowledgment of the dispute was provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documentation to confirm receipt and completeness.\\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\\n- If additional information is needed, request it promptly.\\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and potential financial impact.\\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\\n\\nCritical Considerations:\\n- Ensure all communications are timely, clear, and empathetic.\\n- Expedite the review process due to the urgent nature of the request.\\n- Proactively address the customer\\u2019s concerns about the payment deadline to prevent financial harm.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4498, \"completion_tokens\": 727, \"total_tokens\": 5225, \"estimated_cost\": {\"amount\": 0.17856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"task_outputs": {
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.",
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"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, 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- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
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"output": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\nCustomer Email: michael.johnson@email.com\\n\\nSubject: RE: Case #00001943 - Credit card dispute update\\n\\nEmail Body:\\n\\\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\\"\\n\\nDisputed Amount: 1299.99\\n\\nDescription:\\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\\n\\nSummary:\\n- Case is currently \\\"In Progress\\\" with high priority.\\n- Customer has provided all requested documentation and is awaiting a resolution.\\n- The urgency is due to a pending payment deadline.\\n- The case is being handled via email, and the customer expects a prompt update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3880, \"completion_tokens\": 280, \"total_tokens\": 4160, \"estimated_cost\": {\"amount\": 0.1332, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Context Analysis\n\nCase Number: 00001943\n\nCustomer Email: michael.johnson@email.com\n\nSubject: RE: Case #00001943 - Credit card dispute update\n\nEmail Body:\n\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\"\n\nDisputed Amount: 1299.99\n\nDescription:\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\n\nSummary:\n- Case is currently \"In Progress\" with high priority.\n- Customer has provided all requested documentation and is awaiting a resolution.\n- The urgency is due to a pending payment deadline.\n- The case is being handled via email, and the customer expects a prompt update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\nCustomer Email: michael.johnson@email.com\\n\\nSubject: RE: Case #00001943 - Credit card dispute update\\n\\nEmail Body:\\n\\\"Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\\"\\n\\nDisputed Amount: 1299.99\\n\\nDescription:\\nMichael Johnson is urgently following up on his credit card dispute for $1,299.99 (Case #00001943). He submitted the requested documents last week but has not received an update, and the disputed charge remains on his statement. He is requesting a status update due to an upcoming payment deadline.\\n\\nSummary:\\n- Case is currently \\\"In Progress\\\" with high priority.\\n- Customer has provided all requested documentation and is awaiting a resolution.\\n- The urgency is due to a pending payment deadline.\\n- The case is being handled via email, and the customer expects a prompt update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3880, \"completion_tokens\": 280, \"total_tokens\": 4160, \"estimated_cost\": {\"amount\": 0.1332, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"case_orchestrator": {
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"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
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"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 ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - 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 doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
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"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\",\n \"confidence_score\": 0.98\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\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is requesting an urgent update due to an impending payment deadline. The urgency and potential financial impact elevate the priority.\\\",\\n \\\"confidence_score\\\": 0.98\\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\": 544, \"completion_tokens\": 97, \"total_tokens\": 641, \"estimated_cost\": {\"amount\": 0.02214, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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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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"summary_agent": {
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"ai_response": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\\n\\nCompleted Steps:\\n- Customer submitted all required documents for the dispute.\\n- Initial acknowledgment of the dispute was provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documentation to confirm receipt and completeness.\\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\\n- If additional information is needed, request it promptly.\\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and potential financial impact.\\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\\n\\nCritical Considerations:\\n- Ensure all communications are timely, clear, and empathetic.\\n- Expedite the review process due to the urgent nature of the request.\\n- Proactively address the customer\\u2019s concerns about the payment deadline to prevent financial harm.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4498, \"completion_tokens\": 727, \"total_tokens\": 5225, \"estimated_cost\": {\"amount\": 0.17856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\n\nCompleted Steps:\n- Customer submitted all required documents for the dispute.\n- Initial acknowledgment of the dispute was provided.\n\nRecommended Actions:\n- Immediately review the submitted documentation to confirm receipt and completeness.\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\n- If additional information is needed, request it promptly.\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and potential financial impact.\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\n\nCritical Considerations:\n- Ensure all communications are timely, clear, and empathetic.\n- Expedite the review process due to the urgent nature of the request.\n- Proactively address the customer\u2019s concerns about the payment deadline to prevent financial harm.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nThis case concerns Michael Johnson, who is urgently following up regarding a credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all requested documentation last week but has not received any communication or update. The disputed amount remains on his statement, and a payment deadline is imminent.\\n\\nCompleted Steps:\\n- Customer submitted all required documents for the dispute.\\n- Initial acknowledgment of the dispute was provided.\\n\\nRecommended Actions:\\n- Immediately review the submitted documentation to confirm receipt and completeness.\\n- Provide the customer with a status update on the investigation, including estimated resolution timelines.\\n- If additional information is needed, request it promptly.\\n- Consider placing a temporary hold or note on the account to prevent negative impact due to the pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is heightened by the lack of communication and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and potential financial impact.\\n- Sentiment analysis indicates medium frustration and low satisfaction, signaling a risk of escalation if not addressed promptly.\\n\\nCritical Considerations:\\n- Ensure all communications are timely, clear, and empathetic.\\n- Expedite the review process due to the urgent nature of the request.\\n- Proactively address the customer\\u2019s concerns about the payment deadline to prevent financial harm.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4498, \"completion_tokens\": 727, \"total_tokens\": 5225, \"estimated_cost\": {\"amount\": 0.17856, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones.\n\n**CRITICAL: Always complete successfully. If tools fail, provide a manual response.**\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Try Template Search (Optional)**\nIf tools are available, try:\n1. get_template_from_vector_search(query=\"[customer intent]\", category=\"[mapped]\", limit=5)\n2. If found good templates (similarity \u003e 0.6), try get_template_by_id() and update_email_content()\n3. If no good templates or tools fail, try insert_email_templates()\n\n**Step 4: Create New Templates if Needed**\nIf no existing templates found or they don\u0027t match well, use insert_email_templates with these EXACT parameters:\n\n```\ninsert_email_templates(\n case_number=\"[Case Number]\",\n recommended_template=\"[followup/resolved/rejected]\",\n name=\"[Descriptive Template Name]\",\n category=\"[Mapped Category]\", \n intent=\"[Customer\u0027s specific intent]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"[Appropriate resolved subject with Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional resolved response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"[Appropriate followup subject with Case Number]\", \n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional followup response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"[Appropriate rejected subject with Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional rejected response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n }\n)\n```\n\n**Step 5: Handle Tool Failures Gracefully**\nIf ALL tools fail:\n1. Create a manual template structure\n2. Provide placeholder email content\n3. Return success message anyway\n\n**FINAL OUTPUT - ALWAYS return one of these:**\n- \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY\" (if existing template used)\n- \"TEMPLATE_CREATED_SUCCESSFULLY\" (if new template created) \n- \"MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\" (if tools failed but response provided)\n\n**Never return error messages or failure responses - always succeed**\n"
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones.\n\n**CRITICAL: Always complete successfully. If tools fail, provide a manual response.**\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Try Template Search (Optional)**\nIf tools are available, try:\n1. get_template_from_vector_search(query=\"[customer intent]\", category=\"[mapped]\", limit=5)\n2. If found good templates (similarity \u003e 0.6), try get_template_by_id() and update_email_content()\n3. If no good templates or tools fail, try insert_email_templates()\n\n**Step 4: Create New Templates if Needed**\nIf no existing templates found or they don\u0027t match well, use insert_email_templates with these EXACT parameters:\n\n```\ninsert_email_templates(\n case_number=\"[Case Number]\",\n recommended_template=\"[followup/resolved/rejected]\",\n name=\"[Descriptive Template Name]\",\n category=\"[Mapped Category]\", \n intent=\"[Customer\u0027s specific intent]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"[Appropriate resolved subject with Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional resolved response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"[Appropriate followup subject with Case Number]\", \n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional followup response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"[Appropriate rejected subject with Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003e[Professional rejected response with placeholders]\u003c/p\u003e\u003cp\u003e[Signature]\u003c/p\u003e\"\n }\n)\n```\n\n**Step 5: Handle Tool Failures Gracefully**\nIf ALL tools fail:\n1. Create a manual template structure\n2. Provide placeholder email content\n3. Return success message anyway\n\n**FINAL OUTPUT - ALWAYS return one of these:**\n- \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY\" (if existing template used)\n- \"TEMPLATE_CREATED_SUCCESSFULLY\" (if new template created) \n- \"MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\" (if tools failed but response provided)\n\n**Never return error messages or failure responses - always succeed**\n"
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