Execution Details COMPLETED
Banking Email Support Workflow
Execution Information
Execution ID: 3f5b979a-9715-4933-b513-e46d585c8e84
Workflow ID:
banking_email_support
Status: COMPLETED
Started: 2025-08-19 07:22:28
Completed: N/A
Duration:
Quick Actions
Execution Inputs
{
"EXECUTION_ID": "3f5b979a-9715-4933-b513-e46d585c8e84",
"customer_email": "{ \"sender\": \"Michael Johnson \u003cmichael.johnson@email.com\u003e\", \"subject\": \"RE: Case #00001943 - Credit card dispute update\", \"body\": \"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\"}",
"execution_id": "3f5b979a-9715-4933-b513-e46d585c8e84"
}
Execution Outputs
Workflow Execution Summary
Mode: Distributed
Tasks: 7/7
Duration: N/A
Dependencies: No
Tasks: 7/7
Duration: N/A
Dependencies: No
Started: 2025-08-19 07:22:28
Ended: 2025-08-19 07:23:45
Status: SUCCESS
Ended: 2025-08-19 07:23:45
Status: SUCCESS
Task Results & Logs
phase_router
COMPLETED
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:36
Started: 07:22:36
summary_agent
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:51
Started: 07:22:51
case_orchestrator
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:29
Started: 07:22:29
case_context_agent
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:36
Started: 07:22:36
classification_agent
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:48
Started: 07:22:48
template_router_agent
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:23:10
Started: 07:23:10
sentiment_analysis_agent
COMPLETED
AI Response (Live Stream)
Generating response...
Waiting for AI response...
This shows the AI response as it's being generated. The final result appears below after completion.
Duration:
Calculating...
Dependencies: No
Dependencies: No
Thread: N/A
Started: 07:22:48
Started: 07:22:48
Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 625,
"model": "gpt-4.1-2025-04-14",
"output_length": 992,
"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 Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: 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- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4145, \"completion_tokens\": 264, \"total_tokens\": 4409, \"estimated_cost\": {\"amount\": 0.14019, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 264,
"estimated_cost": {
"amount": 0.14019,
"currency": "USD"
},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 4145,
"provider": "openai",
"total_tokens": 4409
}
},
"duration_seconds": 12.218827,
"end_time": "2025-08-19T07:22:48.760724",
"message_sent": true,
"start_time": "2025-08-19T07:22:36.541897",
"timestamp": "2025-08-19T07:22:48.760724",
"worker_executed": true,
"workers_notified": true
},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: 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- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4145, \"completion_tokens\": 264, \"total_tokens\": 4409, \"estimated_cost\": {\"amount\": 0.14019, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_context_agent",
"token_usage": {
"completion_tokens": 264,
"estimated_cost": {
"amount": 0.14019,
"currency": "USD"
},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 4145,
"provider": "openai",
"total_tokens": 4409
}
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 492,
"model": "gpt-4.1-2025-04-14",
"output_length": 42,
"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\": 5107, \"completion_tokens\": 55, \"total_tokens\": 5162, \"estimated_cost\": {\"amount\": 0.15651, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 55,
"estimated_cost": {
"amount": 0.15651,
"currency": "USD"
},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 5107,
"provider": "openai",
"total_tokens": 5162
}
},
"duration_seconds": 6.899743,
"end_time": "2025-08-19T07:22:36.256989",
"message_sent": true,
"start_time": "2025-08-19T07:22:29.357246",
"timestamp": "2025-08-19T07:22:36.256989",
"worker_executed": true,
"workers_notified": true
},
"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\": 5107, \"completion_tokens\": 55, \"total_tokens\": 5162, \"estimated_cost\": {\"amount\": 0.15651, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "case_orchestrator",
"token_usage": {
"completion_tokens": 55,
"estimated_cost": {
"amount": 0.15651,
"currency": "USD"
},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 5107,
"provider": "openai",
"total_tokens": 5162
}
},
"classification_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\",\n \"confidence_score\": 0.98\n }\n}",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 535,
"model": "gpt-4.1-2025-04-14",
"output_length": 500,
"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 urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\",\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 urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\\\",\\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\": 528, \"completion_tokens\": 101, \"total_tokens\": 629, \"estimated_cost\": {\"amount\": 0.0219, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"output_format": "text",
"return_code": 0,
"status": "completed",
"stderr": "",
"token_usage": {
"completion_tokens": 101,
"estimated_cost": {
"amount": 0.0219,
"currency": "USD"
},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 528,
"provider": "openai",
"total_tokens": 629
}
},
"duration_seconds": 2.5415,
"end_time": "2025-08-19T07:22:51.332202",
"message_sent": true,
"start_time": "2025-08-19T07:22:48.790702",
"timestamp": "2025-08-19T07:22:51.332202",
"worker_executed": true,
"workers_notified": true
},
"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 urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\",\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 urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 528, \"completion_tokens\": 101, \"total_tokens\": 629, \"estimated_cost\": {\"amount\": 0.0219, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "classification_agent",
"token_usage": {
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},
"model": "gpt-4.1-2025-04-14",
"prompt_tokens": 528,
"provider": "openai",
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}
},
"execution_summary": {
"completed_tasks": 7,
"dependencies_detected": false,
"end_time": "2025-08-19T07:23:45.762300",
"execution_mode": "distributed",
"start_time": "2025-08-19T07:22:28.125555",
"total_tasks": 7
},
"phase_router": {
"all_conditions_checked": [
{
"condition": "contains(${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"
}
],
"duration_seconds": 0.000684,
"ended_at": "2025-08-19T07:22:36.414408",
"evaluation_details": {},
"execution_details": {
"actual_result": {
"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(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000684, \"started_at\": \"2025-08-19T07:22:36.413724\", \"ended_at\": \"2025-08-19T07:22:36.414408\"}",
"return_code": 0,
"status": "completed",
"stderr": ""
},
"duration_seconds": 0.219134,
"end_time": "2025-08-19T07:22:36.508769",
"message_sent": true,
"start_time": "2025-08-19T07:22:36.289635",
"timestamp": "2025-08-19T07:22:36.508769",
"worker_executed": true,
"workers_notified": true
},
"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.000684, \"started_at\": \"2025-08-19T07:22:36.413724\", \"ended_at\": \"2025-08-19T07:22:36.414408\"}",
"return_code": 0,
"route_reason": "no_conditions_matched",
"router_type": "condition",
"selected_route": "continue_analysis",
"started_at": "2025-08-19T07:22:36.413724",
"status": "completed",
"stderr": "",
"task_id": "phase_router"
},
"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 anxious about the unresolved dispute and impending payment deadline, seeking prompt assistance.\"\n}",
"execution_details": {
"actual_result": {
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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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"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 anxious about the unresolved dispute and impending payment deadline, seeking prompt 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 is anxious about the unresolved dispute and impending payment deadline, seeking prompt assistance.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 544, \"completion_tokens\": 74, \"total_tokens\": 618, \"estimated_cost\": {\"amount\": 0.00383, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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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 anxious about the unresolved dispute and impending payment deadline, seeking prompt 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 is anxious about the unresolved dispute and impending payment deadline, seeking prompt assistance.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 544, \"completion_tokens\": 74, \"total_tokens\": 618, \"estimated_cost\": {\"amount\": 0.00383, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"status": "SUCCESS",
"summary_agent": {
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"ai_response": "Case Overview:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\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:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation last week.\\n- Follow-up email sent by customer due to lack of response or update.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documents to confirm receipt and completeness.\\n2. Escalate the case internally due to the urgent nature and high disputed amount.\\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\\n5. Apologize for the delay and reassure the customer of prioritized handling.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\\n- All required documentation has already been provided, so the bottleneck is internal processing.\\n\\nCritical Considerations:\\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\\n- Maintain clear, proactive communication with the customer throughout the resolution process.\\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\": 4446, \"completion_tokens\": 766, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.17934, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation last week.\\n- Follow-up email sent by customer due to lack of response or update.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documents to confirm receipt and completeness.\\n2. Escalate the case internally due to the urgent nature and high disputed amount.\\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\\n5. Apologize for the delay and reassure the customer of prioritized handling.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\\n- All required documentation has already been provided, so the bottleneck is internal processing.\\n\\nCritical Considerations:\\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\\n- Maintain clear, proactive communication with the customer throughout the resolution process.\\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\": 4446, \"completion_tokens\": 766, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.17934, \"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 Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.",
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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 Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: 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- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4145, \"completion_tokens\": 264, \"total_tokens\": 4409, \"estimated_cost\": {\"amount\": 0.14019, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Information Extracted:\n\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: 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- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\n__OUTPUTS__ {\"ai_response\": \"Case Information Extracted:\\n\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: 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- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99, having already submitted the requested documents but not received an update. He is concerned about the pending amount and the approaching payment deadline.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute (Case #00001943) for $1,299.99, as he has not received a response after submitting required documents and his payment due date is near.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4145, \"completion_tokens\": 264, \"total_tokens\": 4409, \"estimated_cost\": {\"amount\": 0.14019, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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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 urgently following up on a credit card dispute involving a significant amount ($1,299.99), has already submitted the required documents, and is concerned about the unresolved status with a payment due date approaching. This indicates immediate attention is needed to avoid potential financial impact.\",\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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"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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"ai_response": "Case Overview:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\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:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation last week.\\n- Follow-up email sent by customer due to lack of response or update.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documents to confirm receipt and completeness.\\n2. Escalate the case internally due to the urgent nature and high disputed amount.\\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\\n5. Apologize for the delay and reassure the customer of prioritized handling.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\\n- All required documentation has already been provided, so the bottleneck is internal processing.\\n\\nCritical Considerations:\\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\\n- Maintain clear, proactive communication with the customer throughout the resolution process.\\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\": 4446, \"completion_tokens\": 766, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.17934, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation last week.\n- Follow-up email sent by customer due to lack of response or update.\n\nRecommended Actions:\n1. Immediately review the submitted documents to confirm receipt and completeness.\n2. Escalate the case internally due to the urgent nature and high disputed amount.\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\n5. Apologize for the delay and reassure the customer of prioritized handling.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\n- All required documentation has already been provided, so the bottleneck is internal processing.\n\nCritical Considerations:\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\n- Maintain clear, proactive communication with the customer throughout the resolution process.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has contacted support regarding an unresolved credit card dispute (Case #00001943) involving a significant amount of $1,299.99. The customer previously submitted all requested documents last week but has not received a status update. With the payment due date approaching, Michael is expressing concern and urgency about the lack of resolution.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation last week.\\n- Follow-up email sent by customer due to lack of response or update.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documents to confirm receipt and completeness.\\n2. Escalate the case internally due to the urgent nature and high disputed amount.\\n3. Provide the customer with a prompt update on the investigation status and expected resolution timeline.\\n4. If possible, consider placing a temporary hold on the disputed amount to prevent financial impact until the investigation concludes.\\n5. Apologize for the delay and reassure the customer of prioritized handling.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high dollar amount and impending payment deadline.\\n- Customer sentiment is Concerned, with medium frustration and low satisfaction, indicating a risk of dissatisfaction if not addressed promptly.\\n- All required documentation has already been provided, so the bottleneck is internal processing.\\n\\nCritical Considerations:\\n- Immediate action is required to avoid negative customer impact and potential reputational risk.\\n- Ensure compliance with internal dispute handling protocols and regulatory requirements.\\n- Maintain clear, proactive communication with the customer throughout the resolution process.\\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\": 4446, \"completion_tokens\": 766, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.17934, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[\n {\n \"id\": \"8dd867d2-7457-4423-8f6d-cf84ed6517ac\",\n \"name\": \"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\",\n \"category\": \"Dispute\",\n \"intent\": \"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\",\n \"tone\": \"Professional, Empathetic, and Reassuring\",\n \"resolved_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Your Credit Card Dispute - Case 00001943 - Resolved\"\n },\n \"followup_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Update on Your Credit Card Dispute - Case 00001943\"\n },\n \"rejected_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
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"model": "gpt-4.1-2025-04-14",
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"provider": "openai",
"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, and ALWAYS display the final template content in your 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 classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\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\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[\n {\n \"id\": \"8dd867d2-7457-4423-8f6d-cf84ed6517ac\",\n \"name\": \"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\",\n \"category\": \"Dispute\",\n \"intent\": \"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\",\n \"tone\": \"Professional, Empathetic, and Reassuring\",\n \"resolved_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Your Credit Card Dispute - Case 00001943 - Resolved\"\n },\n \"followup_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Update on Your Credit Card Dispute - Case 00001943\"\n },\n \"rejected_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n[\\n {\\n \\\"id\\\": \\\"8dd867d2-7457-4423-8f6d-cf84ed6517ac\\\",\\n \\\"name\\\": \\\"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\\\",\\n \\\"category\\\": \\\"Dispute\\\",\\n \\\"intent\\\": \\\"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\\\",\\n \\\"tone\\\": \\\"Professional, Empathetic, and Reassuring\\\",\\n \\\"resolved_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Your Credit Card Dispute - Case 00001943 - Resolved\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Update on Your Credit Card Dispute - Case 00001943\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Regarding Your Credit Card Dispute - Case 00001943\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"confidence_score\\\": null,\\n \\\"created_at\\\": \\\"2025-08-19T07:23:36.100395+00:00\\\",\\n \\\"created_by\\\": \\\"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\\\",\\n \\\"updated_by\\\": \\\"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\\\",\\n \\\"team_id\\\": null,\\n \\\"tenant_id\\\": \\\"0572fa8d-d7c3-47db-9219-ef40b80d42b7\\\",\\n \\\"is_approval\\\": false,\\n \\\"embedding\\\": null\\n }\\n]\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 6480, \"completion_tokens\": 1992, \"total_tokens\": 8472, \"estimated_cost\": {\"amount\": 0.31392, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Update on Your Credit Card Dispute - Case 00001943\"\n },\n \"rejected_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). 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We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). 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"ai_response": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[\n {\n \"id\": \"8dd867d2-7457-4423-8f6d-cf84ed6517ac\",\n \"name\": \"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\",\n \"category\": \"Dispute\",\n \"intent\": \"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\",\n \"tone\": \"Professional, Empathetic, and Reassuring\",\n \"resolved_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Your Credit Card Dispute - Case 00001943 - Resolved\"\n },\n \"followup_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. 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Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac",
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Generate the final response by either using existing templates or creating new ones, and ALWAYS display the final template content in your 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 classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\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\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[\n {\n \"id\": \"8dd867d2-7457-4423-8f6d-cf84ed6517ac\",\n \"name\": \"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\",\n \"category\": \"Dispute\",\n \"intent\": \"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\",\n \"tone\": \"Professional, Empathetic, and Reassuring\",\n \"resolved_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Your Credit Card Dispute - Case 00001943 - Resolved\"\n },\n \"followup_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Update on Your Credit Card Dispute - Case 00001943\"\n },\n \"rejected_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac\n__OUTPUTS__ {\"ai_response\": \"INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\n[\\n {\\n \\\"id\\\": \\\"8dd867d2-7457-4423-8f6d-cf84ed6517ac\\\",\\n \\\"name\\\": \\\"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\\\",\\n \\\"category\\\": \\\"Dispute\\\",\\n \\\"intent\\\": \\\"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\\\",\\n \\\"tone\\\": \\\"Professional, Empathetic, and Reassuring\\\",\\n \\\"resolved_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Your Credit Card Dispute - Case 00001943 - Resolved\\\"\\n },\\n \\\"followup_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Update on Your Credit Card Dispute - Case 00001943\\\"\\n },\\n \\\"rejected_template\\\": {\\n \\\"body\\\": \\\"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"subject\\\": \\\"Regarding Your Credit Card Dispute - Case 00001943\\\"\\n },\\n \\\"signature\\\": \\\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\\",\\n \\\"confidence_score\\\": null,\\n \\\"created_at\\\": \\\"2025-08-19T07:23:36.100395+00:00\\\",\\n \\\"created_by\\\": \\\"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\\\",\\n \\\"updated_by\\\": \\\"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\\\",\\n \\\"team_id\\\": null,\\n \\\"tenant_id\\\": \\\"0572fa8d-d7c3-47db-9219-ef40b80d42b7\\\",\\n \\\"is_approval\\\": false,\\n \\\"embedding\\\": null\\n }\\n]\\n\\nFINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Regarding Your Credit Card Dispute - Case 00001943\\nBody: \\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: 8dd867d2-7457-4423-8f6d-cf84ed6517ac\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 6480, \"completion_tokens\": 1992, \"total_tokens\": 8472, \"estimated_cost\": {\"amount\": 0.31392, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "INSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[\n {\n \"id\": \"8dd867d2-7457-4423-8f6d-cf84ed6517ac\",\n \"name\": \"Customer Inquiry Response for Unresolved Credit Card Dispute Status Update\",\n \"category\": \"Dispute\",\n \"intent\": \"Customer is following up on an unresolved credit card dispute for $1,299.99 after submitting all required documents and requests an urgent update before the payment due date.\",\n \"tone\": \"Professional, Empathetic, and Reassuring\",\n \"resolved_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Your Credit Card Dispute - Case 00001943 - Resolved\"\n },\n \"followup_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Update on Your Credit Card Dispute - Case 00001943\"\n },\n \"rejected_template\": {\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. Please feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"subject\": \"Regarding Your Credit Card Dispute - Case 00001943\"\n },\n \"signature\": \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n \"confidence_score\": null,\n \"created_at\": \"2025-08-19T07:23:36.100395+00:00\",\n \"created_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"updated_by\": \"a3dd3cae-ca0a-403b-b8db-e9d74e879a11\",\n \"team_id\": null,\n \"tenant_id\": \"0572fa8d-d7c3-47db-9219-ef40b80d42b7\",\n \"is_approval\": false,\n \"embedding\": null\n }\n]\n\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute - Case 00001943 - Resolved\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your patience regarding your credit card dispute of $1,299.99 (Case #00001943). We have completed our review of the documentation you provided and are pleased to inform you that the dispute has been resolved in your favor. The disputed amount will be credited to your account, and no further action is required on your part.\u003c/p\u003e\n\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for your follow-up regarding your credit card dispute of $1,299.99 (Case #00001943). We sincerely apologize for the delay in providing an update. We have received all your documentation and our team is currently reviewing your case as a priority due to the approaching payment due date.\u003c/p\u003e\n\u003cp\u003eWe expect to provide you with a comprehensive resolution within 5 business days. In the meantime, we are considering placing a temporary hold on the disputed amount to prevent any financial impact.\u003c/p\u003e\n\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Regarding Your Credit Card Dispute - Case 00001943\nBody: \n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\n\u003cp\u003eThank you for reaching out to us regarding your credit card dispute of $1,299.99 (Case #00001943). After careful review of the submitted documentation, we regret to inform you that we are unable to resolve the dispute in your favor due to insufficient evidence supporting the claim.\u003c/p\u003e\n\u003cp\u003eHowever, you may provide any additional information or appeal this decision by contacting us within 14 days. 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Task Executions
case_orchestrator
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
Task Output
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phase_router
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
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case_context_agent
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
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classification_agent
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
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sentiment_analysis_agent
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
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summary_agent
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
Task Output
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template_router_agent
COMPLETED
Started: 2025-08-19 07:22:28
Duration: Calculating...
Task Output
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Generated Files
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Total Files: 0
Last Updated: Never
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Execution Logs
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Total Logs: 0
Last Updated: Never
No logs available for this execution.