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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
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"model": "gpt-4.1-2025-04-14",
"output_length": 1042,
"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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3776, \"completion_tokens\": 272, \"total_tokens\": 4048, \"estimated_cost\": {\"amount\": 0.1296, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"end_time": "2025-08-19T05:25:29.536880",
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"timestamp": "2025-08-19T05:25:29.536880",
"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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3776, \"completion_tokens\": 272, \"total_tokens\": 4048, \"estimated_cost\": {\"amount\": 0.1296, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
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},
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},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
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"model": "gpt-4.1-2025-04-14",
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"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4738, \"completion_tokens\": 55, \"total_tokens\": 4793, \"estimated_cost\": {\"amount\": 0.14544, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4738, \"completion_tokens\": 55, \"total_tokens\": 4793, \"estimated_cost\": {\"amount\": 0.14544, \"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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and potential financial impact.\",\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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and 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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and 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\": 536, \"completion_tokens\": 99, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.02202, \"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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and 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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and potential financial impact.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 536, \"completion_tokens\": 99, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.02202, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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{
"condition": "contains(${case_orchestrator.ai_response}, \"DUPLICATE_PROCESSED\")",
"name": "duplicate_workflow",
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"route": "duplicate_end"
},
{
"condition": "contains(${case_orchestrator.ai_response}, \"NEW_CASE_CREATED\") || contains(${case_orchestrator.ai_response}, \"CASE_RETRIEVED_FOR_UPDATE\")",
"name": "analysis_workflow",
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"route": "continue_analysis"
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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\": 0.001739, \"started_at\": \"2025-08-19T05:25:22.244972\", \"ended_at\": \"2025-08-19T05:25:22.246711\"}",
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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 worried about the unresolved dispute since his payment is due soon, indicating urgency and moderate frustration due to lack of communication.\"\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 worried about the unresolved dispute since his payment is due soon, indicating urgency and moderate frustration due to lack of communication.\"\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 worried about the unresolved dispute since his payment is due soon, indicating urgency and moderate frustration due to lack of communication.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 552, \"completion_tokens\": 83, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.004005, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"model": "gpt-4o",
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"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is worried about the unresolved dispute since his payment is due soon, indicating urgency and moderate frustration due to lack of communication.\"\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 worried about the unresolved dispute since his payment is due soon, indicating urgency and moderate frustration due to lack of communication.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 552, \"completion_tokens\": 83, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.004005, \"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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\\n\\nCompleted Steps:\\n- Customer submitted all requested documentation for the dispute.\\n- Follow-up email sent by customer due to lack of response.\\n\\nRecommended Actions:\\n- Immediately review and acknowledge receipt of submitted documents.\\n- Expedite investigation into the disputed transaction.\\n- Provide the customer with a clear status update and expected resolution timeline.\\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\\n\\nCritical Considerations:\\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\\n- Financial impact on the customer is significant if unresolved before payment due date.\\n- Ensure compliance with dispute resolution protocols and document all actions taken.\\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\": 4095, \"completion_tokens\": 669, \"total_tokens\": 4764, \"estimated_cost\": {\"amount\": 0.16299, \"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": "Case Overview:\nCustomer Michael Johnson has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\\n\\nCompleted Steps:\\n- Customer submitted all requested documentation for the dispute.\\n- Follow-up email sent by customer due to lack of response.\\n\\nRecommended Actions:\\n- Immediately review and acknowledge receipt of submitted documents.\\n- Expedite investigation into the disputed transaction.\\n- Provide the customer with a clear status update and expected resolution timeline.\\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\\n\\nCritical Considerations:\\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\\n- Financial impact on the customer is significant if unresolved before payment due date.\\n- Ensure compliance with dispute resolution protocols and document all actions taken.\\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\": 4095, \"completion_tokens\": 669, \"total_tokens\": 4764, \"estimated_cost\": {\"amount\": 0.16299, \"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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.",
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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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3776, \"completion_tokens\": 272, \"total_tokens\": 4048, \"estimated_cost\": {\"amount\": 0.1296, \"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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\n\nSummary:\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\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 (case #00001943) for $1,299.99. He submitted all requested documents last week but has not received an update, and his payment due date is approaching.\\n\\nSummary:\\nThe customer is requesting an urgent update on the status of his credit card dispute. He previously submitted all required documentation, but the disputed charge remains on his statement and his payment is due soon. He is concerned about the lack of response and the urgency of the matter.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3776, \"completion_tokens\": 272, \"total_tokens\": 4048, \"estimated_cost\": {\"amount\": 0.1296, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"case_orchestrator": {
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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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and 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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"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and 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 requesting an update on a pending credit card dispute involving a significant amount ($1,299.99). He has submitted all required documents but has not received a response, and his payment due date is approaching, increasing the urgency and potential financial impact.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 536, \"completion_tokens\": 99, \"total_tokens\": 635, \"estimated_cost\": {\"amount\": 0.02202, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.001739, \"started_at\": \"2025-08-19T05:25:22.244972\", \"ended_at\": \"2025-08-19T05:25:22.246711\"}",
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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:\nCustomer Michael Johnson has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\\n\\nCompleted Steps:\\n- Customer submitted all requested documentation for the dispute.\\n- Follow-up email sent by customer due to lack of response.\\n\\nRecommended Actions:\\n- Immediately review and acknowledge receipt of submitted documents.\\n- Expedite investigation into the disputed transaction.\\n- Provide the customer with a clear status update and expected resolution timeline.\\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\\n\\nCritical Considerations:\\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\\n- Financial impact on the customer is significant if unresolved before payment due date.\\n- Ensure compliance with dispute resolution protocols and document all actions taken.\\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\": 4095, \"completion_tokens\": 669, \"total_tokens\": 4764, \"estimated_cost\": {\"amount\": 0.16299, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nCustomer Michael Johnson has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\n\nCompleted Steps:\n- Customer submitted all requested documentation for the dispute.\n- Follow-up email sent by customer due to lack of response.\n\nRecommended Actions:\n- Immediately review and acknowledge receipt of submitted documents.\n- Expedite investigation into the disputed transaction.\n- Provide the customer with a clear status update and expected resolution timeline.\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\n\nCritical Considerations:\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\n- Financial impact on the customer is significant if unresolved before payment due date.\n- Ensure compliance with dispute resolution protocols and document all actions taken.\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 has contacted support regarding Case #00001943, a credit card dispute for $1,299.99. He submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and his payment due date is imminent, increasing urgency and potential financial impact.\\n\\nCompleted Steps:\\n- Customer submitted all requested documentation for the dispute.\\n- Follow-up email sent by customer due to lack of response.\\n\\nRecommended Actions:\\n- Immediately review and acknowledge receipt of submitted documents.\\n- Expedite investigation into the disputed transaction.\\n- Provide the customer with a clear status update and expected resolution timeline.\\n- Consider temporary payment relief or note on account to avoid negative impact due to pending dispute.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The case is classified as Urgent due to the high disputed amount and impending payment deadline.\\n- Customer sentiment is concerned with moderate frustration and low satisfaction, primarily due to lack of communication.\\n\\nCritical Considerations:\\n- Timely communication is essential to reduce customer anxiety and prevent escalation.\\n- Financial impact on the customer is significant if unresolved before payment due date.\\n- Ensure compliance with dispute resolution protocols and document all actions taken.\\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\": 4095, \"completion_tokens\": 669, \"total_tokens\": 4764, \"estimated_cost\": {\"amount\": 0.16299, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\n---\n\n**Manual Response Generated (Template tools unavailable):**\n\n**Extracted Information:**\n- Case number: #00001943\n- Customer name: Michael Johnson\n- Customer email: (not provided, assumed on file)\n- Customer intent/request: Follow-up on urgent credit card dispute, submitted documents, needs update before payment due date\n- Classification category: Dispute\n- Recommended template type: followup\n- Sentiment: Concerned, moderately frustrated, low satisfaction\n\n**Mapped Category:** Dispute\n\n---\n\n**Manual Email Content (Follow-Up Template):**\n\n**Subject:** Update on Your Credit Card Dispute \u2013 Case #00001943\n\n**Body:**\nDear Michael Johnson,\n\nThank you for reaching out regarding your credit card dispute for $1,299.99 (Case #00001943). We acknowledge receipt of all documentation you submitted last week.\n\nWe understand the urgency of your situation, especially with your payment due date approaching. Please be assured that your case has been prioritized, and our investigation is underway. We are working to resolve this matter as quickly as possible and will provide you with an update on the status and expected resolution timeline within the next 2 business days.\n\nIf your payment due date arrives before the dispute is resolved, please let us know immediately so we can discuss temporary payment relief options or place a note on your account to prevent any negative impact.\n\nWe apologize for any frustration caused by the delay and appreciate your patience as we work to resolve this matter.\n\nIf you have any further questions or concerns, please reply to this email or contact our support team directly.\n\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank Customer Service\u003c/p\u003e\n\n---\n\n**Status:** MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\nIf you need this template saved for future use, please let us know!",
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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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"output": "MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\n---\n\n**Manual Response Generated (Template tools unavailable):**\n\n**Extracted Information:**\n- Case number: #00001943\n- Customer name: Michael Johnson\n- Customer email: (not provided, assumed on file)\n- Customer intent/request: Follow-up on urgent credit card dispute, submitted documents, needs update before payment due date\n- Classification category: Dispute\n- Recommended template type: followup\n- Sentiment: Concerned, moderately frustrated, low satisfaction\n\n**Mapped Category:** Dispute\n\n---\n\n**Manual Email Content (Follow-Up Template):**\n\n**Subject:** Update on Your Credit Card Dispute \u2013 Case #00001943\n\n**Body:**\nDear Michael Johnson,\n\nThank you for reaching out regarding your credit card dispute for $1,299.99 (Case #00001943). We acknowledge receipt of all documentation you submitted last week.\n\nWe understand the urgency of your situation, especially with your payment due date approaching. Please be assured that your case has been prioritized, and our investigation is underway. We are working to resolve this matter as quickly as possible and will provide you with an update on the status and expected resolution timeline within the next 2 business days.\n\nIf your payment due date arrives before the dispute is resolved, please let us know immediately so we can discuss temporary payment relief options or place a note on your account to prevent any negative impact.\n\nWe apologize for any frustration caused by the delay and appreciate your patience as we work to resolve this matter.\n\nIf you have any further questions or concerns, please reply to this email or contact our support team directly.\n\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank Customer Service\u003c/p\u003e\n\n---\n\n**Status:** MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\nIf you need this template saved for future use, please let us know!\n__OUTPUTS__ {\"ai_response\": \"MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\\n\\n---\\n\\n**Manual Response Generated (Template tools unavailable):**\\n\\n**Extracted Information:**\\n- Case number: #00001943\\n- Customer name: Michael Johnson\\n- Customer email: (not provided, assumed on file)\\n- Customer intent/request: Follow-up on urgent credit card dispute, submitted documents, needs update before payment due date\\n- Classification category: Dispute\\n- Recommended template type: followup\\n- Sentiment: Concerned, moderately frustrated, low satisfaction\\n\\n**Mapped Category:** Dispute\\n\\n---\\n\\n**Manual Email Content (Follow-Up Template):**\\n\\n**Subject:** Update on Your Credit Card Dispute \\u2013 Case #00001943\\n\\n**Body:**\\nDear Michael Johnson,\\n\\nThank you for reaching out regarding your credit card dispute for $1,299.99 (Case #00001943). We acknowledge receipt of all documentation you submitted last week.\\n\\nWe understand the urgency of your situation, especially with your payment due date approaching. Please be assured that your case has been prioritized, and our investigation is underway. We are working to resolve this matter as quickly as possible and will provide you with an update on the status and expected resolution timeline within the next 2 business days.\\n\\nIf your payment due date arrives before the dispute is resolved, please let us know immediately so we can discuss temporary payment relief options or place a note on your account to prevent any negative impact.\\n\\nWe apologize for any frustration caused by the delay and appreciate your patience as we work to resolve this matter.\\n\\nIf you have any further questions or concerns, please reply to this email or contact our support team directly.\\n\\n\u003cp\u003eBest Regards,\u003c/p\u003e\\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\\n\u003cp\u003eNationwide/ XYZ Bank Customer Service\u003c/p\u003e\\n\\n---\\n\\n**Status:** MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\\n\\nIf you need this template saved for future use, please let us know!\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 3214, \"completion_tokens\": 455, \"total_tokens\": 3669, \"estimated_cost\": {\"amount\": 0.12372, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\n---\n\n**Manual Response Generated (Template tools unavailable):**\n\n**Extracted Information:**\n- Case number: #00001943\n- Customer name: Michael Johnson\n- Customer email: (not provided, assumed on file)\n- Customer intent/request: Follow-up on urgent credit card dispute, submitted documents, needs update before payment due date\n- Classification category: Dispute\n- Recommended template type: followup\n- Sentiment: Concerned, moderately frustrated, low satisfaction\n\n**Mapped Category:** Dispute\n\n---\n\n**Manual Email Content (Follow-Up Template):**\n\n**Subject:** Update on Your Credit Card Dispute \u2013 Case #00001943\n\n**Body:**\nDear Michael Johnson,\n\nThank you for reaching out regarding your credit card dispute for $1,299.99 (Case #00001943). We acknowledge receipt of all documentation you submitted last week.\n\nWe understand the urgency of your situation, especially with your payment due date approaching. Please be assured that your case has been prioritized, and our investigation is underway. We are working to resolve this matter as quickly as possible and will provide you with an update on the status and expected resolution timeline within the next 2 business days.\n\nIf your payment due date arrives before the dispute is resolved, please let us know immediately so we can discuss temporary payment relief options or place a note on your account to prevent any negative impact.\n\nWe apologize for any frustration caused by the delay and appreciate your patience as we work to resolve this matter.\n\nIf you have any further questions or concerns, please reply to this email or contact our support team directly.\n\n\u003cp\u003eBest Regards,\u003c/p\u003e\n\u003cp\u003eCustomer Support Team\u003c/p\u003e\n\u003cp\u003eNationwide/ XYZ Bank Customer Service\u003c/p\u003e\n\n---\n\n**Status:** MANUAL_RESPONSE_GENERATED_SUCCESSFULLY\n\nIf you need this template saved for future use, please let us know!",
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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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