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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
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"model": "gpt-4.1-2025-04-14",
"output_length": 1023,
"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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \\n\\nSummary:\\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4077, \"completion_tokens\": 271, \"total_tokens\": 4348, \"estimated_cost\": {\"amount\": 0.13857, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"status": "completed",
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"duration_seconds": 13.247316,
"end_time": "2025-08-19T07:04:21.288462",
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"start_time": "2025-08-19T07:04:08.041146",
"timestamp": "2025-08-19T07:04:21.288462",
"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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \\n\\nSummary:\\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4077, \"completion_tokens\": 271, \"total_tokens\": 4348, \"estimated_cost\": {\"amount\": 0.13857, \"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": {
"agent_type": "assistant",
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"model": "gpt-4.1-2025-04-14",
"output_length": 42,
"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5039, \"completion_tokens\": 55, \"total_tokens\": 5094, \"estimated_cost\": {\"amount\": 0.15447, \"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\": 5039, \"completion_tokens\": 55, \"total_tokens\": 5094, \"estimated_cost\": {\"amount\": 0.15447, \"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 involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\",\n \"confidence_score\": 0.98\n }\n}",
"execution_details": {
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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 involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on a credit card dispute involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\\\",\\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\": 535, \"completion_tokens\": 90, \"total_tokens\": 625, \"estimated_cost\": {\"amount\": 0.02145, \"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 involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on a credit card dispute involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 535, \"completion_tokens\": 90, \"total_tokens\": 625, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"execution_summary": {
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"end_time": "2025-08-19T07:05:08.233829",
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"phase_router": {
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{
"condition": "contains(${case_orchestrator.ai_response}, \"DUPLICATE_PROCESSED\")",
"name": "duplicate_workflow",
"result": false,
"route": "duplicate_end"
},
{
"condition": "contains(${case_orchestrator.ai_response}, \"NEW_CASE_CREATED\") || contains(${case_orchestrator.ai_response}, \"CASE_RETRIEVED_FOR_UPDATE\")",
"name": "analysis_workflow",
"result": false,
"route": "continue_analysis"
}
],
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"ended_at": "2025-08-19T07:04:07.880261",
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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(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000651, \"started_at\": \"2025-08-19T07:04:07.879610\", \"ended_at\": \"2025-08-19T07:04:07.880261\"}",
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"timestamp": "2025-08-19T07:04:07.989810",
"worker_executed": true,
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},
"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.000651, \"started_at\": \"2025-08-19T07:04:07.879610\", \"ended_at\": \"2025-08-19T07:04:07.880261\"}",
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},
"sentiment_analysis_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\"\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",
"model_client_id": "gpt4_sentiment",
"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\"\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\\\": \\\"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 551, \"completion_tokens\": 78, \"total_tokens\": 629, \"estimated_cost\": {\"amount\": 0.003925, \"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\": \"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\"\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\\\": \\\"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 551, \"completion_tokens\": 78, \"total_tokens\": 629, \"estimated_cost\": {\"amount\": 0.003925, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"ai_response": "Case Overview:\nCustomer Michael Johnson has urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial case was opened and acknowledged by the service provider.\\n\\nRecommended Actions:\\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\\n- Expedite review of the submitted documents and provide a status update to the customer.\\n- Inform the customer of next steps and expected resolution timeline.\\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- Customer\\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and impact on the customer.\\n- Prompt and transparent communication is critical to restore trust and satisfaction.\\n\\nCritical Considerations:\\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\\n- Monitor for any additional customer outreach or escalation.\\n- Document all actions and communications thoroughly for audit purposes.\\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\": 4324, \"completion_tokens\": 656, \"total_tokens\": 4980, \"estimated_cost\": {\"amount\": 0.16908, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nCustomer Michael Johnson has urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial case was opened and acknowledged by the service provider.\\n\\nRecommended Actions:\\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\\n- Expedite review of the submitted documents and provide a status update to the customer.\\n- Inform the customer of next steps and expected resolution timeline.\\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- Customer\\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and impact on the customer.\\n- Prompt and transparent communication is critical to restore trust and satisfaction.\\n\\nCritical Considerations:\\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\\n- Monitor for any additional customer outreach or escalation.\\n- Document all actions and communications thoroughly for audit purposes.\\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\": 4324, \"completion_tokens\": 656, \"total_tokens\": 4980, \"estimated_cost\": {\"amount\": 0.16908, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.",
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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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \\n\\nSummary:\\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4077, \"completion_tokens\": 271, \"total_tokens\": 4348, \"estimated_cost\": {\"amount\": 0.13857, \"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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \n\nSummary:\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\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 unresolved credit card dispute for $1,299.99. He submitted all requested documents last week but has not received an update and is concerned due to an upcoming payment deadline. \\n\\nSummary:\\nThe customer is awaiting an update on a previously submitted credit card dispute (case #00001943) for $1,299.99. All required documents were sent last week, but no response has been received, and the issue remains unresolved with urgency due to a pending payment.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4077, \"completion_tokens\": 271, \"total_tokens\": 4348, \"estimated_cost\": {\"amount\": 0.13857, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
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"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 following up on a credit card dispute involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on a credit card dispute involving a significant amount ($1,299.99) and has not received an update after submitting required documents. The urgency is heightened due to an impending payment deadline.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 535, \"completion_tokens\": 90, \"total_tokens\": 625, \"estimated_cost\": {\"amount\": 0.02145, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.000651, \"started_at\": \"2025-08-19T07:04:07.879610\", \"ended_at\": \"2025-08-19T07:04:07.880261\"}",
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"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
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"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\"\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\\\": \\\"Michael is expressing concern and urgency over the unresolved credit card dispute and lack of communication from the service provider.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 551, \"completion_tokens\": 78, \"total_tokens\": 629, \"estimated_cost\": {\"amount\": 0.003925, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"ai_response": "Case Overview:\nCustomer Michael Johnson has urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial case was opened and acknowledged by the service provider.\\n\\nRecommended Actions:\\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\\n- Expedite review of the submitted documents and provide a status update to the customer.\\n- Inform the customer of next steps and expected resolution timeline.\\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- Customer\\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and impact on the customer.\\n- Prompt and transparent communication is critical to restore trust and satisfaction.\\n\\nCritical Considerations:\\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\\n- Monitor for any additional customer outreach or escalation.\\n- Document all actions and communications thoroughly for audit purposes.\\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\": 4324, \"completion_tokens\": 656, \"total_tokens\": 4980, \"estimated_cost\": {\"amount\": 0.16908, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nCustomer Michael Johnson has urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\n\nCompleted Steps:\n- Customer submitted all required documentation for the dispute.\n- Initial case was opened and acknowledged by the service provider.\n\nRecommended Actions:\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\n- Expedite review of the submitted documents and provide a status update to the customer.\n- Inform the customer of next steps and expected resolution timeline.\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- Customer\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\n- The disputed amount is significant, increasing the urgency and impact on the customer.\n- Prompt and transparent communication is critical to restore trust and satisfaction.\n\nCritical Considerations:\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\n- Monitor for any additional customer outreach or escalation.\n- Document all actions and communications thoroughly for audit purposes.\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 urgently followed up regarding unresolved credit card dispute Case #00001943. The customer submitted all requested documents last week but has not received any communication or update. The disputed amount of $1,299.99 remains on the account statement. The urgency is heightened due to an impending payment deadline.\\n\\nCompleted Steps:\\n- Customer submitted all required documentation for the dispute.\\n- Initial case was opened and acknowledged by the service provider.\\n\\nRecommended Actions:\\n- Immediately acknowledge receipt of the documents and apologize for the communication delay.\\n- Expedite review of the submitted documents and provide a status update to the customer.\\n- Inform the customer of next steps and expected resolution timeline.\\n- Consider placing a temporary hold on the disputed amount to prevent negative payment impact until the investigation concludes.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- Customer\\u2019s concern and frustration are escalating due to lack of updates and the approaching payment deadline.\\n- The disputed amount is significant, increasing the urgency and impact on the customer.\\n- Prompt and transparent communication is critical to restore trust and satisfaction.\\n\\nCritical Considerations:\\n- Ensure compliance with regulatory requirements for dispute resolution timelines.\\n- Monitor for any additional customer outreach or escalation.\\n- Document all actions and communications thoroughly for audit purposes.\\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\": 4324, \"completion_tokens\": 656, \"total_tokens\": 4980, \"estimated_cost\": {\"amount\": 0.16908, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database",
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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, and ALWAYS display the final template content in your response.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found**\n1. MUST use insert_email_templates tool to create and store new templates in database:\n Call insert_email_templates with these EXACT parameters:\n - case_number: extracted case number\n - recommended_template: \"followup\" (or \"resolved\"/\"rejected\" based on analysis)\n - name: descriptive name based on customer request\n - category: mapped category\n - intent: customer\u0027s specific intent\n - tone: \"Professional\"\n - signature: \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n - resolved_template: {\"subject\": \"...\", \"body\": \"...\"}\n - followup_template: {\"subject\": \"...\", \"body\": \"...\"}\n - rejected_template: {\"subject\": \"...\", \"body\": \"...\"}\n \n2. After successfully calling insert_email_templates, personalize the templates:\n - Replace [Customer Name] with actual customer name\n - Replace [Case Number] with actual case number\n - Replace other placeholders with case-specific information\n \n3. Display the personalized template content in your response\n4. End with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database\"\n\n**CRITICAL: You MUST call insert_email_templates tool when creating new templates. Do not just create templates manually - always use the tool to store them in the database for future use.**\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
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"output": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\n__OUTPUTS__ {\"ai_response\": \"FINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute \\u2013 Case #00001943 Resolved\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 10456, \"completion_tokens\": 1814, \"total_tokens\": 12270, \"estimated_cost\": {\"amount\": 0.42252, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\n__OUTPUTS__ {\"ai_response\": \"FINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute \\u2013 Case #00001943 Resolved\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 10456, \"completion_tokens\": 1814, \"total_tokens\": 12270, \"estimated_cost\": {\"amount\": 0.42252, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database",
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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, and ALWAYS display the final template content in your response.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found**\n1. MUST use insert_email_templates tool to create and store new templates in database:\n Call insert_email_templates with these EXACT parameters:\n - case_number: extracted case number\n - recommended_template: \"followup\" (or \"resolved\"/\"rejected\" based on analysis)\n - name: descriptive name based on customer request\n - category: mapped category\n - intent: customer\u0027s specific intent\n - tone: \"Professional\"\n - signature: \"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n - resolved_template: {\"subject\": \"...\", \"body\": \"...\"}\n - followup_template: {\"subject\": \"...\", \"body\": \"...\"}\n - rejected_template: {\"subject\": \"...\", \"body\": \"...\"}\n \n2. After successfully calling insert_email_templates, personalize the templates:\n - Replace [Customer Name] with actual customer name\n - Replace [Case Number] with actual case number\n - Replace other placeholders with case-specific information\n \n3. Display the personalized template content in your response\n4. End with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database\"\n\n**CRITICAL: You MUST call insert_email_templates tool when creating new templates. Do not just create templates manually - always use the tool to store them in the database for future use.**\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
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"output": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\n__OUTPUTS__ {\"ai_response\": \"FINAL TEMPLATE CONTENT:\\n\\nResolved Template:\\nSubject: Your Credit Card Dispute \\u2013 Case #00001943 Resolved\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nFollowup Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nRejected Template:\\nSubject: Update on Your Credit Card Dispute \\u2013 Case #00001943\\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. If you have additional information or wish to appeal this decision, please contact us at your earliest convenience.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\nTEMPLATE_CREATED_SUCCESSFULLY and stored in database\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 10456, \"completion_tokens\": 1814, \"total_tokens\": 12270, \"estimated_cost\": {\"amount\": 0.42252, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "FINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: Your Credit Card Dispute \u2013 Case #00001943 Resolved\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eWe are pleased to inform you that your credit card dispute (Case #00001943) has been resolved. The disputed amount of $1,299.99 has been addressed and your account statement will be updated accordingly. If you have any further questions or concerns, please let us know.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nFollowup Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for submitting all required documentation regarding your credit card dispute (Case #00001943). We sincerely apologize for the delay in our communication.\u003cbr\u003e\u003cbr\u003eWe have received your documents and are expediting the review process. Please be assured that we are prioritizing your case due to the upcoming payment deadline and the significant amount in question ($1,299.99).\u003cbr\u003e\u003cbr\u003eTo prevent any negative impact on your account, we are placing a temporary hold on the disputed amount until our investigation is complete. We will provide you with a further update within the next 3 business days regarding the status and next steps.\u003cbr\u003e\u003cbr\u003eIf you have any additional information or concerns, please reply to this email.\u003cbr\u003e\u003cbr\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\nRejected Template:\nSubject: Update on Your Credit Card Dispute \u2013 Case #00001943\nBody: Dear Michael Johnson,\u003cbr\u003e\u003cbr\u003eThank you for your patience regarding your credit card dispute (Case #00001943). After a thorough review of the submitted documentation, we regret to inform you that we are unable to approve your dispute for the amount of $1,299.99. 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