Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "# Case Analysis: #00001943\n\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\n\n## Case Details\n- **Case Number**: 00001943\n- **Contact Email**: michael.johnson@email.com\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\n- **Disputed Amount**: $1,299.99\n- **Status**: Pending\n- **Priority**: High\n\n## Customer Request Summary\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\n\n## Actions Taken\n1. Retrieved the existing case details from Salesforce\n2. Updated the case with the latest information:\n - Updated subject line to reflect this is the 3rd reply\n - Added notes about customer\u0027s urgent request for an update\n - Confirmed the disputed amount of $1,299.99\n - Maintained the High priority status due to approaching payment deadline\n\n## Recommendations\nBased on the case history, the customer requires:\n1. Immediate verification that documents were received\n2. Clear communication about the investigation timeline\n3. Guidance regarding payment options while the dispute is pending\n4. Expedited review due to the approaching payment deadline\n\nThe case is currently assigned and has a recommended template of \"followup\" which is appropriate for this situation.",
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"model": "anthropic/claude-3.7-sonnet",
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"provider": "openrouter",
"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 Analysis: #00001943\n\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\n\n## Case Details\n- **Case Number**: 00001943\n- **Contact Email**: michael.johnson@email.com\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\n- **Disputed Amount**: $1,299.99\n- **Status**: Pending\n- **Priority**: High\n\n## Customer Request Summary\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\n\n## Actions Taken\n1. Retrieved the existing case details from Salesforce\n2. Updated the case with the latest information:\n - Updated subject line to reflect this is the 3rd reply\n - Added notes about customer\u0027s urgent request for an update\n - Confirmed the disputed amount of $1,299.99\n - Maintained the High priority status due to approaching payment deadline\n\n## Recommendations\nBased on the case history, the customer requires:\n1. Immediate verification that documents were received\n2. Clear communication about the investigation timeline\n3. Guidance regarding payment options while the dispute is pending\n4. Expedited review due to the approaching payment deadline\n\nThe case is currently assigned and has a recommended template of \"followup\" which is appropriate for this situation.\n__OUTPUTS__ {\"ai_response\": \"# Case Analysis: #00001943\\n\\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\\n\\n## Case Details\\n- **Case Number**: 00001943\\n- **Contact Email**: michael.johnson@email.com\\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\\n- **Disputed Amount**: $1,299.99\\n- **Status**: Pending\\n- **Priority**: High\\n\\n## Customer Request Summary\\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\\n\\n## Actions Taken\\n1. Retrieved the existing case details from Salesforce\\n2. Updated the case with the latest information:\\n - Updated subject line to reflect this is the 3rd reply\\n - Added notes about customer\u0027s urgent request for an update\\n - Confirmed the disputed amount of $1,299.99\\n - Maintained the High priority status due to approaching payment deadline\\n\\n## Recommendations\\nBased on the case history, the customer requires:\\n1. Immediate verification that documents were received\\n2. Clear communication about the investigation timeline\\n3. Guidance regarding payment options while the dispute is pending\\n4. Expedited review due to the approaching payment deadline\\n\\nThe case is currently assigned and has a recommended template of \\\"followup\\\" which is appropriate for this situation.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 11053, \"completion_tokens\": 714, \"total_tokens\": 11767, \"estimated_cost\": {\"amount\": 0.37443, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"duration_seconds": 22.538307,
"end_time": "2025-08-19T09:39:22.136647",
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},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "# Case Analysis: #00001943\n\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\n\n## Case Details\n- **Case Number**: 00001943\n- **Contact Email**: michael.johnson@email.com\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\n- **Disputed Amount**: $1,299.99\n- **Status**: Pending\n- **Priority**: High\n\n## Customer Request Summary\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\n\n## Actions Taken\n1. Retrieved the existing case details from Salesforce\n2. Updated the case with the latest information:\n - Updated subject line to reflect this is the 3rd reply\n - Added notes about customer\u0027s urgent request for an update\n - Confirmed the disputed amount of $1,299.99\n - Maintained the High priority status due to approaching payment deadline\n\n## Recommendations\nBased on the case history, the customer requires:\n1. Immediate verification that documents were received\n2. Clear communication about the investigation timeline\n3. Guidance regarding payment options while the dispute is pending\n4. Expedited review due to the approaching payment deadline\n\nThe case is currently assigned and has a recommended template of \"followup\" which is appropriate for this situation.\n__OUTPUTS__ {\"ai_response\": \"# Case Analysis: #00001943\\n\\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\\n\\n## Case Details\\n- **Case Number**: 00001943\\n- **Contact Email**: michael.johnson@email.com\\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\\n- **Disputed Amount**: $1,299.99\\n- **Status**: Pending\\n- **Priority**: High\\n\\n## Customer Request Summary\\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\\n\\n## Actions Taken\\n1. Retrieved the existing case details from Salesforce\\n2. Updated the case with the latest information:\\n - Updated subject line to reflect this is the 3rd reply\\n - Added notes about customer\u0027s urgent request for an update\\n - Confirmed the disputed amount of $1,299.99\\n - Maintained the High priority status due to approaching payment deadline\\n\\n## Recommendations\\nBased on the case history, the customer requires:\\n1. Immediate verification that documents were received\\n2. Clear communication about the investigation timeline\\n3. Guidance regarding payment options while the dispute is pending\\n4. Expedited review due to the approaching payment deadline\\n\\nThe case is currently assigned and has a recommended template of \\\"followup\\\" which is appropriate for this situation.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 11053, \"completion_tokens\": 714, \"total_tokens\": 11767, \"estimated_cost\": {\"amount\": 0.37443, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
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},
"model": "anthropic/claude-3.7-sonnet",
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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",
"input_length": 492,
"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\": 4864, \"completion_tokens\": 55, \"total_tokens\": 4919, \"estimated_cost\": {\"amount\": 0.14922, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"end_time": "2025-08-19T09:38:59.250255",
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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\": 4864, \"completion_tokens\": 55, \"total_tokens\": 4919, \"estimated_cost\": {\"amount\": 0.14922, \"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\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\",\n \"confidence_score\": 0.97\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\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\\\",\\n \\\"confidence_score\\\": 0.97\\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\": 625, \"completion_tokens\": 100, \"total_tokens\": 725, \"estimated_cost\": {\"amount\": 0.02475, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\\\",\\n \\\"confidence_score\\\": 0.97\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 625, \"completion_tokens\": 100, \"total_tokens\": 725, \"estimated_cost\": {\"amount\": 0.02475, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"end_time": "2025-08-19T09:40:49.093230",
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"phase_router": {
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{
"condition": "contains(${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",
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"ended_at": "2025-08-19T09:38:59.447926",
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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(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.001363, \"started_at\": \"2025-08-19T09:38:59.446563\", \"ended_at\": \"2025-08-19T09:38:59.447926\"}",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${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\": 0.001363, \"started_at\": \"2025-08-19T09:38:59.446563\", \"ended_at\": \"2025-08-19T09:38:59.447926\"}",
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"sentiment_analysis_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer is worried about the lack of communication on his credit card dispute, especially with an upcoming payment deadline.\"\n}",
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"model": "gpt-4o",
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"provider": "openai",
"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
},
"input_format": "text",
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"ai_response": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\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": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"# Comprehensive Case Analysis for #00001943\\n\\n## Case Overview\\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\\n\\n## Completed Steps\\n- Customer filed initial dispute (Case #00001943)\\n- Bank requested supporting documentation\\n- Customer submitted the requested documents last week\\n- Customer is now following up due to lack of communication\\n\\n## Recommended Actions\\n1. **Immediate Review Required**: Verify receipt of submitted documentation\\n2. **Status Update**: Provide customer with current investigation status\\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\\n4. **Timeline Communication**: Give customer expected resolution timeframe\\n5. **Escalation**: Consider expediting due to approaching payment deadline\\n\\n## Template Recommendation\\n**Template: followup**\\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\\n\\n## Key Insights\\n- **Financial Impact**: Significant disputed amount ($1,299.99)\\n- **Timeline Concern**: Payment due date is approaching\\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\\n\\n## Critical Considerations\\n- The approaching payment deadline creates financial pressure for the customer\\n- Lack of communication after document submission has negatively impacted customer experience\\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\\n- Clear guidance on payment obligations during dispute investigation is essential\\n\\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\\n\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5644, \"completion_tokens\": 1371, \"total_tokens\": 7015, \"estimated_cost\": {\"amount\": 0.25158, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"output": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"# Comprehensive Case Analysis for #00001943\\n\\n## Case Overview\\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\\n\\n## Completed Steps\\n- Customer filed initial dispute (Case #00001943)\\n- Bank requested supporting documentation\\n- Customer submitted the requested documents last week\\n- Customer is now following up due to lack of communication\\n\\n## Recommended Actions\\n1. **Immediate Review Required**: Verify receipt of submitted documentation\\n2. **Status Update**: Provide customer with current investigation status\\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\\n4. **Timeline Communication**: Give customer expected resolution timeframe\\n5. **Escalation**: Consider expediting due to approaching payment deadline\\n\\n## Template Recommendation\\n**Template: followup**\\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\\n\\n## Key Insights\\n- **Financial Impact**: Significant disputed amount ($1,299.99)\\n- **Timeline Concern**: Payment due date is approaching\\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\\n\\n## Critical Considerations\\n- The approaching payment deadline creates financial pressure for the customer\\n- Lack of communication after document submission has negatively impacted customer experience\\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\\n- Clear guidance on payment obligations during dispute investigation is essential\\n\\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\\n\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5644, \"completion_tokens\": 1371, \"total_tokens\": 7015, \"estimated_cost\": {\"amount\": 0.25158, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"ai_response": "# Case Analysis: #00001943\n\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\n\n## Case Details\n- **Case Number**: 00001943\n- **Contact Email**: michael.johnson@email.com\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\n- **Disputed Amount**: $1,299.99\n- **Status**: Pending\n- **Priority**: High\n\n## Customer Request Summary\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\n\n## Actions Taken\n1. Retrieved the existing case details from Salesforce\n2. Updated the case with the latest information:\n - Updated subject line to reflect this is the 3rd reply\n - Added notes about customer\u0027s urgent request for an update\n - Confirmed the disputed amount of $1,299.99\n - Maintained the High priority status due to approaching payment deadline\n\n## Recommendations\nBased on the case history, the customer requires:\n1. Immediate verification that documents were received\n2. Clear communication about the investigation timeline\n3. Guidance regarding payment options while the dispute is pending\n4. Expedited review due to the approaching payment deadline\n\nThe case is currently assigned and has a recommended template of \"followup\" which is appropriate for this situation.",
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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 Analysis: #00001943\n\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\n\n## Case Details\n- **Case Number**: 00001943\n- **Contact Email**: michael.johnson@email.com\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\n- **Disputed Amount**: $1,299.99\n- **Status**: Pending\n- **Priority**: High\n\n## Customer Request Summary\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\n\n## Actions Taken\n1. Retrieved the existing case details from Salesforce\n2. Updated the case with the latest information:\n - Updated subject line to reflect this is the 3rd reply\n - Added notes about customer\u0027s urgent request for an update\n - Confirmed the disputed amount of $1,299.99\n - Maintained the High priority status due to approaching payment deadline\n\n## Recommendations\nBased on the case history, the customer requires:\n1. Immediate verification that documents were received\n2. Clear communication about the investigation timeline\n3. Guidance regarding payment options while the dispute is pending\n4. Expedited review due to the approaching payment deadline\n\nThe case is currently assigned and has a recommended template of \"followup\" which is appropriate for this situation.\n__OUTPUTS__ {\"ai_response\": \"# Case Analysis: #00001943\\n\\nI\u0027ve analyzed the customer email and updated the Salesforce case. Here\u0027s the information extracted:\\n\\n## Case Details\\n- **Case Number**: 00001943\\n- **Contact Email**: michael.johnson@email.com\\n- **Subject**: RE: Case #00001943 - Credit card dispute update (Reply #3)\\n- **Disputed Amount**: $1,299.99\\n- **Status**: Pending\\n- **Priority**: High\\n\\n## Customer Request Summary\\nMichael Johnson is following up on his credit card dispute case. He submitted requested documents last week but hasn\u0027t received any updates. The disputed amount of $1,299.99 is still showing on his statement, and his payment due date is approaching, making this request urgent.\\n\\n## Actions Taken\\n1. Retrieved the existing case details from Salesforce\\n2. Updated the case with the latest information:\\n - Updated subject line to reflect this is the 3rd reply\\n - Added notes about customer\u0027s urgent request for an update\\n - Confirmed the disputed amount of $1,299.99\\n - Maintained the High priority status due to approaching payment deadline\\n\\n## Recommendations\\nBased on the case history, the customer requires:\\n1. Immediate verification that documents were received\\n2. Clear communication about the investigation timeline\\n3. Guidance regarding payment options while the dispute is pending\\n4. Expedited review due to the approaching payment deadline\\n\\nThe case is currently assigned and has a recommended template of \\\"followup\\\" which is appropriate for this situation.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 11053, \"completion_tokens\": 714, \"total_tokens\": 11767, \"estimated_cost\": {\"amount\": 0.37443, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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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\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\",\n \"confidence_score\": 0.97\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\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\",\n \"confidence_score\": 0.97\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"High\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is following up on an unresolved credit card dispute involving a significant amount ($1,299.99). The urgency is elevated due to the upcoming payment due date and lack of response after submitting required documents. This situation directly impacts the customer\u0027s financial obligations and requires prompt attention.\\\",\\n \\\"confidence_score\\\": 0.97\\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\": 625, \"completion_tokens\": 100, \"total_tokens\": 725, \"estimated_cost\": {\"amount\": 0.02475, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
},
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"summary_agent": {
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"ai_response": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\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": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"# Comprehensive Case Analysis for #00001943\\n\\n## Case Overview\\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\\n\\n## Completed Steps\\n- Customer filed initial dispute (Case #00001943)\\n- Bank requested supporting documentation\\n- Customer submitted the requested documents last week\\n- Customer is now following up due to lack of communication\\n\\n## Recommended Actions\\n1. **Immediate Review Required**: Verify receipt of submitted documentation\\n2. **Status Update**: Provide customer with current investigation status\\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\\n4. **Timeline Communication**: Give customer expected resolution timeframe\\n5. **Escalation**: Consider expediting due to approaching payment deadline\\n\\n## Template Recommendation\\n**Template: followup**\\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\\n\\n## Key Insights\\n- **Financial Impact**: Significant disputed amount ($1,299.99)\\n- **Timeline Concern**: Payment due date is approaching\\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\\n\\n## Critical Considerations\\n- The approaching payment deadline creates financial pressure for the customer\\n- Lack of communication after document submission has negatively impacted customer experience\\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\\n- Clear guidance on payment obligations during dispute investigation is essential\\n\\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\\n\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5644, \"completion_tokens\": 1371, \"total_tokens\": 7015, \"estimated_cost\": {\"amount\": 0.25158, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
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"model": "anthropic/claude-3.7-sonnet",
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"output": "# Comprehensive Case Analysis for #00001943\n\n## Case Overview\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\n\n## Completed Steps\n- Customer filed initial dispute (Case #00001943)\n- Bank requested supporting documentation\n- Customer submitted the requested documents last week\n- Customer is now following up due to lack of communication\n\n## Recommended Actions\n1. **Immediate Review Required**: Verify receipt of submitted documentation\n2. **Status Update**: Provide customer with current investigation status\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\n4. **Timeline Communication**: Give customer expected resolution timeframe\n5. **Escalation**: Consider expediting due to approaching payment deadline\n\n## Template Recommendation\n**Template: followup**\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\n\n## Key Insights\n- **Financial Impact**: Significant disputed amount ($1,299.99)\n- **Timeline Concern**: Payment due date is approaching\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\n\n## Critical Considerations\n- The approaching payment deadline creates financial pressure for the customer\n- Lack of communication after document submission has negatively impacted customer experience\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\n- Clear guidance on payment obligations during dispute investigation is essential\n\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\n\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"# Comprehensive Case Analysis for #00001943\\n\\n## Case Overview\\nThis case involves a credit card dispute filed by Michael Johnson for a transaction amount of $1,299.99. The customer submitted required documentation last week but has not received any updates on the investigation status. The disputed charge remains on his statement, and his payment due date is approaching, creating urgency.\\n\\n## Completed Steps\\n- Customer filed initial dispute (Case #00001943)\\n- Bank requested supporting documentation\\n- Customer submitted the requested documents last week\\n- Customer is now following up due to lack of communication\\n\\n## Recommended Actions\\n1. **Immediate Review Required**: Verify receipt of submitted documentation\\n2. **Status Update**: Provide customer with current investigation status\\n3. **Payment Guidance**: Advise customer regarding payment obligations during dispute\\n4. **Timeline Communication**: Give customer expected resolution timeframe\\n5. **Escalation**: Consider expediting due to approaching payment deadline\\n\\n## Template Recommendation\\n**Template: followup**\\nJustification: The case requires additional investigation and follow-up with the dispute department. The customer needs an interim response while the investigation continues.\\n\\n## Key Insights\\n- **Financial Impact**: Significant disputed amount ($1,299.99)\\n- **Timeline Concern**: Payment due date is approaching\\n- **Communication Gap**: Customer submitted documents but received no acknowledgment\\n- **Customer Sentiment**: Customer is concerned and experiencing medium frustration\\n\\n## Critical Considerations\\n- The approaching payment deadline creates financial pressure for the customer\\n- Lack of communication after document submission has negatively impacted customer experience\\n- High priority case requiring prompt attention to prevent further customer dissatisfaction\\n- Clear guidance on payment obligations during dispute investigation is essential\\n\\nComprehensive analysis complete for Case #00001943. Priority: High. Sentiment: Concerned. Ready for agent response.\\n\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5644, \"completion_tokens\": 1371, \"total_tokens\": 7015, \"estimated_cost\": {\"amount\": 0.25158, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
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},
"model": "anthropic/claude-3.7-sonnet",
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"template_router_agent": {
"agent_type": "assistant",
"ai_response": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.",
"execution_details": {
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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 (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\n__OUTPUTS__ {\"ai_response\": \"# Final Response for Case #00001943\\n\\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nTemplate name: Credit Card Dispute Status Update\\nCategory: Dispute\\nIntent: Customer wants status update on credit card dispute after submitting documentation\\n\\n## FINAL TEMPLATE CONTENT:\\n\\n### Resolved Template:\\n**Subject:** Your Dispute Case #00001943 - Resolution\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Followup Template:\\n**Subject:** Update on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Rejected Template:\\n**Subject:** Decision on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 20335, \"completion_tokens\": 2513, \"total_tokens\": 22848, \"estimated_cost\": {\"amount\": 0.76083, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
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"estimated_cost": {
"amount": 0.76083,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 20335,
"provider": "openrouter",
"total_tokens": 22848
}
},
"duration_seconds": 57.646094,
"end_time": "2025-08-19T09:40:49.069996",
"message_sent": true,
"start_time": "2025-08-19T09:39:51.423902",
"timestamp": "2025-08-19T09:40:49.069996",
"worker_executed": true,
"workers_notified": true
},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\n__OUTPUTS__ {\"ai_response\": \"# Final Response for Case #00001943\\n\\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nTemplate name: Credit Card Dispute Status Update\\nCategory: Dispute\\nIntent: Customer wants status update on credit card dispute after submitting documentation\\n\\n## FINAL TEMPLATE CONTENT:\\n\\n### Resolved Template:\\n**Subject:** Your Dispute Case #00001943 - Resolution\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Followup Template:\\n**Subject:** Update on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Rejected Template:\\n**Subject:** Decision on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 20335, \"completion_tokens\": 2513, \"total_tokens\": 22848, \"estimated_cost\": {\"amount\": 0.76083, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
"return_code": 0,
"status": "completed",
"stderr": "",
"task_id": "template_router_agent",
"token_usage": {
"completion_tokens": 2513,
"estimated_cost": {
"amount": 0.76083,
"currency": "USD"
},
"model": "anthropic/claude-3.7-sonnet",
"prompt_tokens": 20335,
"provider": "openrouter",
"total_tokens": 22848
}
}
},
"template_router_agent": {
"agent_type": "assistant",
"ai_response": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
"agent_type": "assistant",
"input_length": 2375,
"model": "anthropic/claude-3.7-sonnet",
"output_length": 3746,
"provider": "openrouter",
"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. Generate the final response by either using existing templates or creating new ones, and ALWAYS display the final template content in your response.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information**\nFrom the summary, extract:\n- Case number \n- Customer name and email\n- Customer intent/request\n- Classification category\n- Recommended template type\n- Sentiment information\n\n**Step 2: Map Category**\nMap classification tags to one of: \"Account Services\", \"Dispute\", \"Fraud\", \"General Query\", \"Loan Query\", \"Billing Issue\"\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request\n- category: Mapped category\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned, analyze if it matches the customer\u0027s case (similarity \u003e 0.6).\n\n**Step 5A: If Good Template Found**\n1. Use get_template_by_id to retrieve full template details\n2. Personalize the templates by replacing placeholders:\n - [Customer Name] \u2192 actual customer name\n - [Case Number] \u2192 actual case number \n - [Specific Details] \u2192 case-specific information\n3. Use update_email_content to update the case\n4. Display the personalized template content in your response\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (MANDATORY TOOL USAGE)**\n\n**STEP 1: MANDATORY - Call insert_email_templates tool**\nYou MUST call insert_email_templates tool with these EXACT parameters:\n\nExample call format:\n```\ninsert_email_templates(\n case_number=\"00001234\",\n recommended_template=\"followup\",\n name=\"Customer Inquiry Response for [specific request]\",\n category=\"General Query\",\n intent=\"Customer wants to know about [specific topic]\",\n tone=\"Professional\",\n signature=\"\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\",\n resolved_template={\n \"subject\": \"Your Inquiry - Case [Case Number] - Resolved\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that [resolution details].\u003c/p\u003e\u003cp\u003eShould you have any further questions, please don\u0027t hesitate to contact us.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n followup_template={\n \"subject\": \"Update on Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your inquiry about [Specific Details].\u003c/p\u003e\u003cp\u003eWe are currently reviewing your request and will provide you with a complete response within [Expected Timeline].\u003c/p\u003e\u003cp\u003eWe appreciate your patience and will keep you updated on our progress.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n },\n rejected_template={\n \"subject\": \"Regarding Your Inquiry - Case [Case Number]\",\n \"body\": \"\u003cp\u003eDear [Customer Name],\u003c/p\u003e\u003cp\u003eThank you for reaching out to us regarding [Specific Details].\u003c/p\u003e\u003cp\u003eAfter careful review, we regret to inform you that [reason for rejection].\u003c/p\u003e\u003cp\u003eHowever, we would like to suggest [alternative solution or next steps].\u003c/p\u003e\u003cp\u003ePlease feel free to contact us if you have any questions or require further assistance.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\"\n }\n)\n```\n\n**STEP 2: MANDATORY - Display Tool Response**\nAfter calling insert_email_templates, you MUST display the complete tool response:\n```\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\n[Show the complete response from the tool - success/error/data returned]\n```\n\n**STEP 3: Personalize Templates for Current Case**\nAfter successful tool call, personalize the templates:\n- Replace [Customer Name] with actual customer name\n- Replace [Case Number] with actual case number\n- Replace [Specific Details] with case-specific information\n- Replace [Expected Timeline] with appropriate timeframe\n\n**STEP 4: Display Final Template Content**\nShow the personalized templates in your response\n\n**STEP 5: Success Message**\nEnd with: \"TEMPLATE_CREATED_SUCCESSFULLY and stored in database with ID: [template_id_from_tool_response]\"\n\n**ABSOLUTELY CRITICAL REQUIREMENTS:**\n1. You MUST call insert_email_templates tool - no exceptions\n2. You MUST show the tool response - success or error\n3. You MUST create templates with placeholders first, then personalize\n4. NEVER skip the tool call - always use it to store in database\n5. If tool call fails, show the error and still provide manual templates\n\n**CRITICAL: ALWAYS SHOW TEMPLATE CONTENT**\nWhether using existing or creating new templates, your response must include:\n```\nFINAL TEMPLATE CONTENT:\n\nResolved Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nFollowup Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n\nRejected Template:\nSubject: [Personalized Subject]\nBody: [Personalized Body Content]\n```\n\n**NEVER fail - always provide template content and success message**\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\n__OUTPUTS__ {\"ai_response\": \"# Final Response for Case #00001943\\n\\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nTemplate name: Credit Card Dispute Status Update\\nCategory: Dispute\\nIntent: Customer wants status update on credit card dispute after submitting documentation\\n\\n## FINAL TEMPLATE CONTENT:\\n\\n### Resolved Template:\\n**Subject:** Your Dispute Case #00001943 - Resolution\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Followup Template:\\n**Subject:** Update on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Rejected Template:\\n**Subject:** Decision on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 20335, \"completion_tokens\": 2513, \"total_tokens\": 22848, \"estimated_cost\": {\"amount\": 0.76083, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"output_format": "text",
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},
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},
"duration_seconds": 57.646094,
"end_time": "2025-08-19T09:40:49.069996",
"message_sent": true,
"start_time": "2025-08-19T09:39:51.423902",
"timestamp": "2025-08-19T09:40:49.069996",
"worker_executed": true,
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},
"model": "anthropic/claude-3.7-sonnet",
"model_client_id": "openrouter_claude_sonnet",
"output": "# Final Response for Case #00001943\n\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nTemplate name: Credit Card Dispute Status Update\nCategory: Dispute\nIntent: Customer wants status update on credit card dispute after submitting documentation\n\n## FINAL TEMPLATE CONTENT:\n\n### Resolved Template:\n**Subject:** Your Dispute Case #00001943 - Resolution\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Followup Template:\n**Subject:** Update on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\n\n### Rejected Template:\n**Subject:** Decision on Your Dispute Case #00001943\n**Body:**\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\n__OUTPUTS__ {\"ai_response\": \"# Final Response for Case #00001943\\n\\nINSERT_EMAIL_TEMPLATES TOOL RESPONSE:\\nSuccessfully created new template with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nTemplate name: Credit Card Dispute Status Update\\nCategory: Dispute\\nIntent: Customer wants status update on credit card dispute after submitting documentation\\n\\n## FINAL TEMPLATE CONTENT:\\n\\n### Resolved Template:\\n**Subject:** Your Dispute Case #00001943 - Resolution\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience regarding your dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe are pleased to inform you that our investigation has been completed, and we have determined that this charge was indeed unauthorized. The disputed amount has been credited back to your account, and the transaction has been removed from your statement.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, you are no longer responsible for this disputed amount. Your adjusted statement balance will reflect this change within 1-2 business days.\u003c/p\u003e\u003cp\u003eWe apologize for any inconvenience this situation may have caused. If you notice any other unauthorized transactions, please contact us immediately.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Followup Template:\\n**Subject:** Update on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for contacting us regarding your credit card dispute for $1,299.99.\u003c/p\u003e\u003cp\u003eWe confirm that we have received the documentation you submitted last week, and your case is currently under review by our dispute resolution team. We understand your concern about the approaching payment due date.\u003c/p\u003e\u003cp\u003e\u003cstrong\u003eImportant Payment Information:\u003c/strong\u003e While your dispute is being investigated, you are not required to pay the disputed amount of $1,299.99. However, you are still responsible for paying the minimum payment on any undisputed portion of your balance to keep your account in good standing.\u003c/p\u003e\u003cp\u003eYour dispute case has been prioritized, and we expect to complete our investigation within 7-10 business days. We will contact you as soon as we have more information or if we require any additional documentation.\u003c/p\u003e\u003cp\u003eIf you have any questions in the meantime, please don\u0027t hesitate to contact us referencing your case number.\u003c/p\u003e\u003cp\u003eBest Regards,\u003c/p\u003e\u003cp\u003eCustomer Support Team\u003c/p\u003e\u003cp\u003eNationwide/ XYZ Bank\u003c/p\u003e\\n\\n### Rejected Template:\\n**Subject:** Decision on Your Dispute Case #00001943\\n**Body:**\\n\u003cp\u003eDear Michael Johnson,\u003c/p\u003e\u003cp\u003eThank you for your patience while we investigated your dispute regarding the $1,299.99 transaction on your credit card.\u003c/p\u003e\u003cp\u003eAfter a thorough review of the documentation you provided and our investigation findings, we regret to inform you that we are unable to issue a credit for this transaction. Our investigation determined that the charge appears to be valid based on [specific reason for rejection].\u003c/p\u003e\u003cp\u003eWe understand this may not be the outcome you were hoping for. If you have additional documentation that may support your dispute, we encourage you to submit it for further review within the next 30 days.\u003c/p\u003e\u003cp\u003eRegarding your upcoming payment due date, this amount will remain part of your required payment. If you need assistance with payment options, our financial solutions team is available to discuss potential arrangements.\u003c/p\u003e\u003cp\u003eIf you have any questions about our decision or would like to discuss this matter further, please contact our dispute resolution team at [contact information].\u003c/p\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 with ID: d4f102c6-4a6d-4ebf-971b-911153e0b57a\\nEMAIL_CONTENT_UPDATED_SUCCESSFULLY using the followup template as recommended in the case analysis.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 20335, \"completion_tokens\": 2513, \"total_tokens\": 22848, \"estimated_cost\": {\"amount\": 0.76083, \"currency\": \"USD\"}, \"model\": \"anthropic/claude-3.7-sonnet\", \"provider\": \"openrouter\"}}",
"provider": "openrouter",
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"task_id": "template_router_agent",
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},
"model": "anthropic/claude-3.7-sonnet",
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}
}
}