Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.",
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"provider": "openai",
"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\ncontact_email: michael.johnson@email.com\\n\\nsubject: RE: Case #00001943 - Credit card dispute update\\n\\nemail_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\\ndisputed_amount: 1299.99\\n\\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\\n\\nAdditional Context:\\n- Case status: In Progress\\n- Priority: High\\n- The customer has submitted all required documents and is awaiting an update.\\n- The customer has expressed urgency due to an upcoming payment deadline. \\n\\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4181, \"completion_tokens\": 276, \"total_tokens\": 4457, \"estimated_cost\": {\"amount\": 0.14199, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"timestamp": "2025-08-19T05:34:53.517811",
"worker_executed": true,
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\ncontact_email: michael.johnson@email.com\\n\\nsubject: RE: Case #00001943 - Credit card dispute update\\n\\nemail_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\\ndisputed_amount: 1299.99\\n\\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\\n\\nAdditional Context:\\n- Case status: In Progress\\n- Priority: High\\n- The customer has submitted all required documents and is awaiting an update.\\n- The customer has expressed urgency due to an upcoming payment deadline. \\n\\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4181, \"completion_tokens\": 276, \"total_tokens\": 4457, \"estimated_cost\": {\"amount\": 0.14199, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
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"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5143, \"completion_tokens\": 55, \"total_tokens\": 5198, \"estimated_cost\": {\"amount\": 0.15759, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
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"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\": 5143, \"completion_tokens\": 55, \"total_tokens\": 5198, \"estimated_cost\": {\"amount\": 0.15759, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"classification_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}",
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"provider": "openai",
"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 540, \"completion_tokens\": 99, \"total_tokens\": 639, \"estimated_cost\": {\"amount\": 0.02214, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
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"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 for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 540, \"completion_tokens\": 99, \"total_tokens\": 639, \"estimated_cost\": {\"amount\": 0.02214, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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{
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},
{
"condition": "contains(${case_orchestrator.ai_response}, \"NEW_CASE_CREATED\") || contains(${case_orchestrator.ai_response}, \"CASE_RETRIEVED_FOR_UPDATE\")",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000659, \"started_at\": \"2025-08-19T05:34:43.445189\", \"ended_at\": \"2025-08-19T05:34:43.445848\"}",
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"sentiment_analysis_agent": {
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"ai_response": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is concerned about the lack of response and the urgency of his payment deadline, which increases his frustration.\"\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"
},
"input_format": "text",
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"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is concerned about the lack of response and the urgency of his payment deadline, which increases his frustration.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer is concerned about the lack of response and the urgency of his payment deadline, which increases his frustration.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 556, \"completion_tokens\": 79, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.003965, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"status": "SUCCESS",
"summary_agent": {
"agent_type": "assistant",
"ai_response": "Case Overview:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\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:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all requested documents for the dispute.\\n- Initial case was opened and acknowledged.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation to confirm receipt and completeness.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\\n- Customer frustration is increasing due to lack of communication.\\n- Timely response is critical to prevent further dissatisfaction or escalation.\\n\\nCritical Considerations:\\n- Ensure all documentation is properly reviewed and attached to the case.\\n- Communicate next steps and expected timelines clearly to the customer.\\n- Monitor for any additional customer outreach or escalation.\\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\": 4534, \"completion_tokens\": 678, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.1767, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all requested documents for the dispute.\\n- Initial case was opened and acknowledged.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation to confirm receipt and completeness.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\\n- Customer frustration is increasing due to lack of communication.\\n- Timely response is critical to prevent further dissatisfaction or escalation.\\n\\nCritical Considerations:\\n- Ensure all documentation is properly reviewed and attached to the case.\\n- Communicate next steps and expected timelines clearly to the customer.\\n- Monitor for any additional customer outreach or escalation.\\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\": 4534, \"completion_tokens\": 678, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.1767, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.",
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"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
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"output": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\ncontact_email: michael.johnson@email.com\\n\\nsubject: RE: Case #00001943 - Credit card dispute update\\n\\nemail_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\\ndisputed_amount: 1299.99\\n\\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\\n\\nAdditional Context:\\n- Case status: In Progress\\n- Priority: High\\n- The customer has submitted all required documents and is awaiting an update.\\n- The customer has expressed urgency due to an upcoming payment deadline. \\n\\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4181, \"completion_tokens\": 276, \"total_tokens\": 4457, \"estimated_cost\": {\"amount\": 0.14199, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Context Analysis\n\nCase Number: 00001943\n\ncontact_email: michael.johnson@email.com\n\nsubject: RE: Case #00001943 - Credit card dispute update\n\nemail_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\ndisputed_amount: 1299.99\n\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\n\nAdditional Context:\n- Case status: In Progress\n- Priority: High\n- The customer has submitted all required documents and is awaiting an update.\n- The customer has expressed urgency due to an upcoming payment deadline. \n\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nCase Number: 00001943\\n\\ncontact_email: michael.johnson@email.com\\n\\nsubject: RE: Case #00001943 - Credit card dispute update\\n\\nemail_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\\ndisputed_amount: 1299.99\\n\\ndescription: Michael Johnson is urgently following up on his credit card dispute for $1,299.99 (case #00001943). He submitted the requested documents last week and is requesting an update, as the charge is still on his statement and his payment is due soon.\\n\\nAdditional Context:\\n- Case status: In Progress\\n- Priority: High\\n- The customer has submitted all required documents and is awaiting an update.\\n- The customer has expressed urgency due to an upcoming payment deadline. \\n\\nPlease ensure timely communication and expedite the investigation to provide the customer with a status update.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4181, \"completion_tokens\": 276, \"total_tokens\": 4457, \"estimated_cost\": {\"amount\": 0.14199, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"case_orchestrator": {
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"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
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"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
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"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on a credit card dispute for a significant amount ($1,299.99), has already submitted required documents, and is concerned due to an upcoming payment deadline. The request for an immediate update and the mention of urgency elevate the priority.\",\n \"confidence_score\": 0.98\n }\n}",
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"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.000659, \"started_at\": \"2025-08-19T05:34:43.445189\", \"ended_at\": \"2025-08-19T05:34:43.445848\"}",
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"ai_response": "Case Overview:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\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:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all requested documents for the dispute.\\n- Initial case was opened and acknowledged.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation to confirm receipt and completeness.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\\n- Customer frustration is increasing due to lack of communication.\\n- Timely response is critical to prevent further dissatisfaction or escalation.\\n\\nCritical Considerations:\\n- Ensure all documentation is properly reviewed and attached to the case.\\n- Communicate next steps and expected timelines clearly to the customer.\\n- Monitor for any additional customer outreach or escalation.\\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\": 4534, \"completion_tokens\": 678, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.1767, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\n\nCompleted Steps:\n- Customer submitted all requested documents for the dispute.\n- Initial case was opened and acknowledged.\n\nRecommended Actions:\n1. Immediately review the submitted documentation to confirm receipt and completeness.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\n- Customer frustration is increasing due to lack of communication.\n- Timely response is critical to prevent further dissatisfaction or escalation.\n\nCritical Considerations:\n- Ensure all documentation is properly reviewed and attached to the case.\n- Communicate next steps and expected timelines clearly to the customer.\n- Monitor for any additional customer outreach or escalation.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nCustomer Michael Johnson is urgently following up on Case #00001943 regarding a credit card dispute for $1,299.99. The customer previously submitted all required documentation last week but has not received an update. The disputed amount remains on the statement, and the customer is concerned due to an imminent payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all requested documents for the dispute.\\n- Initial case was opened and acknowledged.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation to confirm receipt and completeness.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a detailed status update to the customer, including estimated resolution timeframe.\\n4. Consider temporary measures to prevent late fees or negative credit impact while the dispute is under review.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The urgency is elevated by the upcoming payment due date and the significant disputed amount.\\n- Customer frustration is increasing due to lack of communication.\\n- Timely response is critical to prevent further dissatisfaction or escalation.\\n\\nCritical Considerations:\\n- Ensure all documentation is properly reviewed and attached to the case.\\n- Communicate next steps and expected timelines clearly to the customer.\\n- Monitor for any additional customer outreach or escalation.\\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\": 4534, \"completion_tokens\": 678, \"total_tokens\": 5212, \"estimated_cost\": {\"amount\": 0.1767, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "{\n \"status\": \"MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\",\n \"case_number\": \"00001943\",\n \"customer_name\": \"Michael Johnson\",\n \"customer_email\": null,\n \"category\": \"Dispute\",\n \"recommended_template_type\": \"followup\",\n \"sentiment\": \"Concerned\",\n \"email_content\": {\n \"subject\": \"Update on Your Credit Card Dispute \u2013 Case #00001943\",\n \"body\": \"\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for following up regarding your credit card dispute for $1,299.99 (Case #00001943). We acknowledge receipt of all documentation you submitted last week and apologize for the delay in our response.\u003c/p\u003e\u003cp\u003eWe understand the urgency of your situation, especially with your upcoming payment deadline. Please be assured that your case is being prioritized for review. Our team is currently verifying your documents and expediting the investigation process.\u003c/p\u003e\u003cp\u003eWe expect to provide a detailed update or resolution within the next 3-5 business days. In the meantime, we are taking steps to ensure that no late fees or negative credit impact will occur while your dispute is under review.\u003c/p\u003e\u003cp\u003eIf you have any further questions or concerns, please let us know. We appreciate your patience and will keep you informed of any developments.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank Customer Service\u003c/p\u003e\"\n }\n}",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones.\n\n**CRITICAL: Always complete successfully. If tools fail, provide a manual response.**\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Try Template Search (Optional)**\nIf tools are available, try:\n1. get_template_from_vector_search(query=\"[customer intent]\", category=\"[mapped]\", limit=5)\n2. If found good templates (similarity \u003e 0.6), try get_template_by_id() and update_email_content()\n3. If no good templates or tools fail, try insert_email_templates()\n\n**Step 4: Handle Tool Failures Gracefully**\nIf ALL tools fail:\n1. Create a manual template structure\n2. Provide placeholder email content\n3. Return success message anyway\n\n**FINAL OUTPUT - ALWAYS return one of these:**\n- \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY\" (if existing template used)\n- \"TEMPLATE_CREATED_SUCCESSFULLY\" (if new template created) \n- \"MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\" (if tools failed but response provided)\n\n**Never return error messages or failure responses - always succeed**\n"
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