Complete Execution Output (JSON):
{
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.",
"execution_details": {
"actual_result": {
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"model": "gpt-4.1-2025-04-14",
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"provider": "openai",
"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
},
"input_format": "text",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nExtracted Case Information:\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4186, \"completion_tokens\": 296, \"total_tokens\": 4482, \"estimated_cost\": {\"amount\": 0.14334, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"end_time": "2025-08-19T06:46:58.776262",
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"start_time": "2025-08-19T06:46:50.550623",
"timestamp": "2025-08-19T06:46:58.776262",
"worker_executed": true,
"workers_notified": true
},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "openrouter_claude_sonnet",
"output": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nExtracted Case Information:\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4186, \"completion_tokens\": 296, \"total_tokens\": 4482, \"estimated_cost\": {\"amount\": 0.14334, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
"provider": "openai",
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"task_id": "case_context_agent",
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},
"model": "gpt-4.1-2025-04-14",
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}
},
"case_orchestrator": {
"agent_type": "assistant",
"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
"execution_details": {
"actual_result": {
"agent_type": "assistant",
"execution_details": {
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"model": "gpt-4.1-2025-04-14",
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"provider": "openai",
"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5148, \"completion_tokens\": 55, \"total_tokens\": 5203, \"estimated_cost\": {\"amount\": 0.15774, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"model": "gpt-4.1-2025-04-14",
"model_client_id": "gpt4.1",
"output": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943\n__OUTPUTS__ {\"ai_response\": \"CASE_RETRIEVED_FOR_UPDATE - Case #00001943\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 5148, \"completion_tokens\": 55, \"total_tokens\": 5203, \"estimated_cost\": {\"amount\": 0.15774, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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},
"classification_agent": {
"agent_type": "assistant",
"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\",\n \"confidence_score\": 0.98\n }\n}",
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"provider": "openai",
"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
},
"input_format": "text",
"model_client_id": "gpt4.1",
"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 560, \"completion_tokens\": 96, \"total_tokens\": 656, \"estimated_cost\": {\"amount\": 0.02256, \"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\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 560, \"completion_tokens\": 96, \"total_tokens\": 656, \"estimated_cost\": {\"amount\": 0.02256, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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{
"condition": "contains(${case_orchestrator.ai_response}, \"DUPLICATE_PROCESSED\")",
"name": "duplicate_workflow",
"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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"route": "continue_analysis"
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.007023, \"started_at\": \"2025-08-19T06:46:50.428153\", \"ended_at\": \"2025-08-19T06:46:50.435176\"}",
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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 expresses concern and urgency about a lack of communication regarding a submitted dispute, with an upcoming payment deadline increasing the stress of the situation.\"\n}",
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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",
"model_client_id": "gpt4_sentiment",
"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer expresses concern and urgency about a lack of communication regarding a submitted dispute, with an upcoming payment deadline increasing the stress of the situation.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer expresses concern and urgency about a lack of communication regarding a submitted dispute, with an upcoming payment deadline increasing the stress of the situation.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 576, \"completion_tokens\": 85, \"total_tokens\": 661, \"estimated_cost\": {\"amount\": 0.004155, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"output": "{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"The customer expresses concern and urgency about a lack of communication regarding a submitted dispute, with an upcoming payment deadline increasing the stress of the situation.\"\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"sentiment_score\\\": -0.4,\\n \\\"primary_tone\\\": \\\"Concerned\\\",\\n \\\"emotional_indicators\\\": {\\n \\\"frustration_level\\\": \\\"Medium\\\",\\n \\\"satisfaction\\\": \\\"Low\\\"\\n },\\n \\\"context_notes\\\": \\\"The customer expresses concern and urgency about a lack of communication regarding a submitted dispute, with an upcoming payment deadline increasing the stress of the situation.\\\"\\n}\", \"model_client_id\": \"gpt4_sentiment\", \"agent_type\": \"assistant\", \"model\": \"gpt-4o\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 576, \"completion_tokens\": 85, \"total_tokens\": 661, \"estimated_cost\": {\"amount\": 0.004155, \"currency\": \"USD\"}, \"model\": \"gpt-4o\", \"provider\": \"openai\"}}",
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"status": "SUCCESS",
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"agent_type": "assistant",
"ai_response": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation as requested.\\n- Initial dispute was logged and acknowledged.\\n- No further communication or status update has been provided to the customer.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation for completeness and accuracy.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\\n\\nCritical Considerations:\\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\\n- Clear, timely communication is essential to rebuild trust and manage expectations.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4535, \"completion_tokens\": 756, \"total_tokens\": 5291, \"estimated_cost\": {\"amount\": 0.18141, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation as requested.\\n- Initial dispute was logged and acknowledged.\\n- No further communication or status update has been provided to the customer.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation for completeness and accuracy.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\\n\\nCritical Considerations:\\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\\n- Clear, timely communication is essential to rebuild trust and manage expectations.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4535, \"completion_tokens\": 756, \"total_tokens\": 5291, \"estimated_cost\": {\"amount\": 0.18141, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"task_outputs": {
"case_context_agent": {
"agent_type": "assistant",
"ai_response": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.",
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"system_message": "\u003cpurpose\u003e\nYou are an AI assistant that manages critical Salesforce cases by analyzing customer interactions. Extract case information and handle case updates properly.\n\u003c/purpose\u003e\n\n\u003cworkflow\u003e\n1. Parse the case orchestrator result to extract the case number\n2. If it\u0027s a CASE_RETRIEVED_FOR_UPDATE, call get_case() to retrieve details\n3. If it\u0027s a NEW_CASE_CREATED, process as a new case\n4. Extract all relevant information from the customer email\n5. For reply emails, update the case subject with reply count\n\u003c/workflow\u003e\n\n\u003cdata_extraction\u003e\nFor all emails, extract:\n- contact_email: Extract ONLY the email address from the sender field\n- subject: Extract the exact subject line\n- email_body: Use the complete content of the email\n- case_number: Extract from orchestrator result or case reference\n- disputed_amount: Extract amount if explicitly disputed (numeric value only)\n- description: Create a concise 1-2 sentence summary\n\u003c/data_extraction\u003e\n\n## IMPORTANT: ALWAYS RETURN CASE INFORMATION\nEven if tools fail, extract and return:\n- Case number from orchestrator result\n- Customer email and details\n- Request summary\n"
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"output": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nExtracted Case Information:\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4186, \"completion_tokens\": 296, \"total_tokens\": 4482, \"estimated_cost\": {\"amount\": 0.14334, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Context Analysis\n\nExtracted Case Information:\n- case_number: 00001943\n- contact_email: michael.johnson@email.com\n- subject: RE: Case #00001943 - Credit card dispute update\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\n- disputed_amount: 1299.99\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\n\nSummary:\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\n__OUTPUTS__ {\"ai_response\": \"Case Context Analysis\\n\\nExtracted Case Information:\\n- case_number: 00001943\\n- contact_email: michael.johnson@email.com\\n- subject: RE: Case #00001943 - Credit card dispute update\\n- email_body: Hi, I\u0027m following up on my dispute case #00001943. I submitted the documents you requested last week but haven\u0027t heard back. The disputed amount of $1,299.99 is still showing on my statement. Can you please provide an update on the investigation status? This is urgent as my payment is due soon. Thanks, Michael\\n- disputed_amount: 1299.99\\n- description: Michael Johnson is urgently following up on his credit card dispute for $1,299.99. He has submitted the requested documents but has not received an update, and the disputed charge remains on his statement with a payment deadline approaching.\\n\\nSummary:\\nThis is a follow-up email from the customer regarding an unresolved credit card dispute (Case #00001943) for $1,299.99. The customer has already submitted all required documentation but has not received any communication or status update. The urgency is increased due to an upcoming payment deadline. The case remains open and requires immediate review and a status update to the customer.\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4186, \"completion_tokens\": 296, \"total_tokens\": 4482, \"estimated_cost\": {\"amount\": 0.14334, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "CASE_RETRIEVED_FOR_UPDATE - Case #00001943",
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"system_message": "# Case Orchestrator Agent - Phase 1: Case Detection/Creation\n\nYou are responsible for the FIRST PHASE of the workflow: case detection and creation/retrieval.\n\n## CRITICAL: ALWAYS END WITH ONE OF THESE EXACT PHRASES\n- \"DUPLICATE_PROCESSED - Case linked to #[number]\"\n- \"CASE_RETRIEVED_FOR_UPDATE - Case #[number]\" \n- \"NEW_CASE_CREATED - Case #[number]\"\n\n## YOUR PROCESS\n\n**Step 1: Parse Input and Detect Duplicates**\n- Extract email address from sender field\n- Check for case references in subject/body (Case #XXXXX, Re:, ticket number)\n- Use search_cases_by_email to find existing cases\n- Analyze for duplicate content and core issue similarity\n\n**Step 2: Handle Based on Detection Results**\n\n**If CASE_REFERENCE_DETECTED:**\n- Extract case number from subject/body\n- Use get_case to retrieve case details\n- If case exists: End with \"CASE_RETRIEVED_FOR_UPDATE - Case #[actual_case_number]\"\n- If case doesn\u0027t exist: Create new case and end with \"NEW_CASE_CREATED - Case #[new_number]\"\n\n**If DUPLICATE_FOUND:**\n- Create duplicate case with create_case (status: \"Rejected\")\n- Call manage_duplicate_priority for priority escalation\n- Call send_duplicate_acknowledgement to notify customer\n- End with \"DUPLICATE_PROCESSED - Case linked to #[original_case_number]\"\n\n**If NO_DUPLICATE and NO_CASE_REFERENCE:**\n- Create new case with create_case\n- Extract actual CaseNumber from response\n- End with \"NEW_CASE_CREATED - Case #[actual_case_number]\"\n\n**If TECHNICAL_ERROR (like case not found):**\n- Still create a new case to ensure workflow continues\n- End with \"NEW_CASE_CREATED - Case #[new_case_number]\"\n\n## CRITICAL RULES\n1. ALWAYS extract actual case numbers from tool responses\n2. ALWAYS end with one of the three exact status phrases above\n3. If any tool fails, create a new case to keep workflow moving\n4. Never return technical error messages - always provide a status\n"
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"ai_response": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\",\n \"confidence_score\": 0.98\n }\n}",
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"system_message": "You are an AI assistant that classifies customer emails for a financial institution.\n\nClassify the email and return ONLY a JSON response in this exact format:\n\n{\n \"classification\": {\n \"priority\": \"High\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"Explanation for classification\",\n \"confidence_score\": 0.95\n }\n}\n\nPriority levels: \"Urgent\", \"High\", \"Medium\", \"Low\"\n\nCommon tags:\n- Fraud Alert/Report\n- Dispute Related \n- Transaction Issues\n- Account Services\n- Loan Related\n- Technical Support\n- General Inquiry\n"
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"output": "{\n \"classification\": {\n \"priority\": \"Urgent\",\n \"tags\": [\"Dispute Related\", \"Transaction Issues\"],\n \"justification\": \"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\",\n \"confidence_score\": 0.98\n }\n}\n__OUTPUTS__ {\"ai_response\": \"{\\n \\\"classification\\\": {\\n \\\"priority\\\": \\\"Urgent\\\",\\n \\\"tags\\\": [\\\"Dispute Related\\\", \\\"Transaction Issues\\\"],\\n \\\"justification\\\": \\\"The customer is urgently following up on an unresolved credit card dispute for a significant amount ($1,299.99), has submitted all required documentation, and has not received an update. The urgency is heightened by an impending payment deadline, requiring immediate attention.\\\",\\n \\\"confidence_score\\\": 0.98\\n }\\n}\", \"model_client_id\": \"gpt4.1\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 560, \"completion_tokens\": 96, \"total_tokens\": 656, \"estimated_cost\": {\"amount\": 0.02256, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Route selected: continue_analysis\n__OUTPUTS__ {\"router_type\": \"condition\", \"selected_route\": \"continue_analysis\", \"route_reason\": \"no_conditions_matched\", \"evaluation_details\": {}, \"all_conditions_checked\": [{\"name\": \"duplicate_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"DUPLICATE_PROCESSED\\\")\", \"result\": false, \"route\": \"duplicate_end\"}, {\"name\": \"analysis_workflow\", \"condition\": \"contains(${case_orchestrator.ai_response}, \\\"NEW_CASE_CREATED\\\") || contains(${case_orchestrator.ai_response}, \\\"CASE_RETRIEVED_FOR_UPDATE\\\")\", \"result\": false, \"route\": \"continue_analysis\"}], \"duration_seconds\": 0.007023, \"started_at\": \"2025-08-19T06:46:50.428153\", \"ended_at\": \"2025-08-19T06:46:50.435176\"}",
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"system_message": "You are a sentiment analysis agent. Analyze the customer email and return ONLY a JSON response:\n\n{\n \"sentiment_score\": -0.4,\n \"primary_tone\": \"Concerned\",\n \"emotional_indicators\": {\n \"frustration_level\": \"Medium\",\n \"satisfaction\": \"Low\"\n },\n \"context_notes\": \"Brief explanation\"\n}\n\nSentiment score: -1.0 to 1.0\nPrimary tone: Angry, Frustrated, Concerned, Neutral, Satisfied, Appreciative, Mixed\nFrustration level: None, Low, Medium, High\nSatisfaction: Very Low, Low, Neutral, High, Very High, Mixed\n"
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"ai_response": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED",
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"system_message": "# Summary Agent - Phase 2: Comprehensive Case Analysis\n\nCreate a comprehensive case analysis. If update_case tool fails, continue anyway and provide the summary.\n\n## PROCESS\n\n**Step 1: Extract Information**\n- Case number from case context agent\n- Customer details from email\n- Classification results\n- Sentiment analysis\n\n**Step 2: Create Summary**\nProvide a detailed analysis with these sections:\n- Case Overview\n- Completed Steps \n- Recommended Actions\n- Template Recommendation (choose: \"resolved\", \"followup\", or \"rejected\")\n- Key Insights\n- Critical Considerations\n\n**Step 3: Try to Update Case Record**\nTry to call update_case with:\n- case_number: extracted case number\n- ai_summary_content: complete formatted summary\n- priority: from classification\n- request_type: from classification tags\n- recommended_template: \"resolved\", \"followup\", or \"rejected\"\n- disputed_amount: if applicable\n\n**IMPORTANT: If update_case fails, continue anyway**\n- Don\u0027t let tool failures stop the workflow\n- Still provide the complete summary\n- Note the update issue but proceed\n\n**Step 4: End with Required Phrases**\nAlways end with:\n\"Comprehensive analysis complete for Case #[number]. Priority: [level]. Sentiment: [tone]. Ready for agent response.\"\n\"SUMMARY_PHASE_COMPLETED\"\n"
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"output": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation as requested.\\n- Initial dispute was logged and acknowledged.\\n- No further communication or status update has been provided to the customer.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation for completeness and accuracy.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\\n\\nCritical Considerations:\\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\\n- Clear, timely communication is essential to rebuild trust and manage expectations.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4535, \"completion_tokens\": 756, \"total_tokens\": 5291, \"estimated_cost\": {\"amount\": 0.18141, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"output": "Case Overview:\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\n\nCompleted Steps:\n- Customer submitted all required dispute documentation as requested.\n- Initial dispute was logged and acknowledged.\n- No further communication or status update has been provided to the customer.\n\nRecommended Actions:\n1. Immediately review the submitted documentation for completeness and accuracy.\n2. Expedite the investigation process due to the urgent payment deadline.\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\n\nTemplate Recommendation: followup\n\nKey Insights:\n- The customer\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\n\nCritical Considerations:\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\n- Clear, timely communication is essential to rebuild trust and manage expectations.\n- Ensure all regulatory and compliance requirements for dispute handling are met.\n\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\nSUMMARY_PHASE_COMPLETED\n__OUTPUTS__ {\"ai_response\": \"Case Overview:\\nMichael Johnson has urgently followed up regarding Case #00001943, a credit card dispute for $1,299.99. The customer submitted all required documents last week but has not received any update. The disputed amount remains on his statement, and an impending payment deadline is increasing his concern and frustration.\\n\\nCompleted Steps:\\n- Customer submitted all required dispute documentation as requested.\\n- Initial dispute was logged and acknowledged.\\n- No further communication or status update has been provided to the customer.\\n\\nRecommended Actions:\\n1. Immediately review the submitted documentation for completeness and accuracy.\\n2. Expedite the investigation process due to the urgent payment deadline.\\n3. Provide a prompt and transparent update to the customer regarding the current status and next steps.\\n4. If possible, consider placing a temporary hold on the disputed amount to alleviate payment pressure until resolution.\\n\\nTemplate Recommendation: followup\\n\\nKey Insights:\\n- The customer\\u2019s concern is escalating due to lack of communication and the approaching payment deadline.\\n- Sentiment analysis indicates medium frustration and low satisfaction, with a primary tone of concern.\\n- Customer has complied fully with documentation requests, so internal delays are the likely cause of dissatisfaction.\\n\\nCritical Considerations:\\n- The urgency of the case requires prioritization to prevent further customer dissatisfaction or financial hardship.\\n- Clear, timely communication is essential to rebuild trust and manage expectations.\\n- Ensure all regulatory and compliance requirements for dispute handling are met.\\n\\nComprehensive analysis complete for Case #00001943. Priority: Urgent. Sentiment: Concerned. Ready for agent response.\\nSUMMARY_PHASE_COMPLETED\", \"model_client_id\": \"openrouter_claude_sonnet\", \"agent_type\": \"assistant\", \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\", \"status\": \"completed\", \"token_usage\": {\"prompt_tokens\": 4535, \"completion_tokens\": 756, \"total_tokens\": 5291, \"estimated_cost\": {\"amount\": 0.18141, \"currency\": \"USD\"}, \"model\": \"gpt-4.1-2025-04-14\", \"provider\": \"openai\"}}",
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"ai_response": "TEMPLATE_CREATED_SUCCESSFULLY for future use\n\nSummary of Actions:\n- No suitable existing template was found for the urgent credit card dispute follow-up scenario (vector search did not return a usable template).\n- A new set of templates has been created for Case #00001943, specifically addressing:\n - Customer urgency regarding a credit card dispute after submitting all required documents\n - The need for a prompt status update and consideration of a temporary hold due to an impending payment deadline\n - Empathetic and professional tone, as indicated by the sentiment analysis and case priority\n\nThese templates are now available for future use in similar urgent dispute follow-up cases.",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. You must either use an existing template or create a new one based on comprehensive analysis from all previous agents.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information from All Previous Agents**\nFrom the summary agent response, extract:\n- Case number\n- Customer name and email\n- Customer intent/request (specific need)\n- Classification category and tags\n- Priority level\n- Recommended template type (resolved/followup/rejected)\n- Sentiment analysis (tone, frustration level)\n\n**Step 2: Map Classification to Standard Categories**\nMap classification tags to one of these exact categories:\n- \"Account Services\" - account queries, balances, statements, profile updates\n- \"Dispute\" - transaction disputes, chargebacks, complaints\n- \"Fraud\" - fraud alerts, unauthorized transactions, security concerns\n- \"General Query\" - general information, questions, help requests\n- \"Loan Query\" - loans, mortgages, credit, financing, interest rates\n- \"Billing Issue\" - billing problems, payment issues, charges\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request from analysis\n- category: Mapped category from step 2\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned:\n- Check similarity score (must be \u003e 0.6 for good match)\n- Analyze if the template intent matches customer\u0027s specific request\n- Consider tone appropriateness based on sentiment analysis\n- Prefer templates marked as approved (is_approval=true)\n\n**Step 5A: If Good Template Found (similarity \u003e 0.6)**\n1. Select the best matching template\n2. Use get_template_by_id to retrieve full template content\n3. 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\n - All other placeholders with relevant data\n4. Use update_email_content to update the case with personalized templates\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (all similarity \u003c 0.6)**\n1. Create new templates using insert_email_templates with:\n - case_number: extracted case number\n - recommended_template: from summary agent analysis\n - name: descriptive name based on customer request\n - category: mapped category\n - intent: customer\u0027s specific intent\n - tone: appropriate tone based on sentiment (Professional/Empathetic/Formal)\n - signature: appropriate team signature based on category\n - resolved_template: professional response for resolved status\n - followup_template: professional response for followup status \n - rejected_template: professional response for rejected status\n2. End with: \"TEMPLATE_CREATED_SUCCESSFULLY for future use\"\n\n**Template Content Guidelines:**\n- Use HTML formatting with \u003cp\u003e tags\n- Include placeholders: [Customer Name], [Case Number], [Specific Details]\n- Keep content professional and banking-appropriate\n- Include clear next steps and contact information\n- Follow compliance requirements\n\n**CRITICAL REQUIREMENTS:**\n1. ALWAYS attempt template search first using get_template_from_vector_search\n2. Use AI analysis to determine if any templates match the case well (\u003e 0.6 similarity)\n3. Only create new templates if no good matches found\n4. ALWAYS end with success message - never fail\n5. Combine data from ALL previous agents (case context, classification, sentiment, summary)\n"
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"ai_response": "TEMPLATE_CREATED_SUCCESSFULLY for future use\n\nSummary of Actions:\n- No suitable existing template was found for the urgent credit card dispute follow-up scenario (vector search did not return a usable template).\n- A new set of templates has been created for Case #00001943, specifically addressing:\n - Customer urgency regarding a credit card dispute after submitting all required documents\n - The need for a prompt status update and consideration of a temporary hold due to an impending payment deadline\n - Empathetic and professional tone, as indicated by the sentiment analysis and case priority\n\nThese templates are now available for future use in similar urgent dispute follow-up cases.",
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"system_message": "# Template Router Agent - Final Phase\n\nYou are the FINAL step in the workflow. You must either use an existing template or create a new one based on comprehensive analysis from all previous agents.\n\n## YOUR COMPLETE PROCESS\n\n**Step 1: Extract Information from All Previous Agents**\nFrom the summary agent response, extract:\n- Case number\n- Customer name and email\n- Customer intent/request (specific need)\n- Classification category and tags\n- Priority level\n- Recommended template type (resolved/followup/rejected)\n- Sentiment analysis (tone, frustration level)\n\n**Step 2: Map Classification to Standard Categories**\nMap classification tags to one of these exact categories:\n- \"Account Services\" - account queries, balances, statements, profile updates\n- \"Dispute\" - transaction disputes, chargebacks, complaints\n- \"Fraud\" - fraud alerts, unauthorized transactions, security concerns\n- \"General Query\" - general information, questions, help requests\n- \"Loan Query\" - loans, mortgages, credit, financing, interest rates\n- \"Billing Issue\" - billing problems, payment issues, charges\n\n**Step 3: Search for Existing Templates**\nUse get_template_from_vector_search with:\n- query: Customer\u0027s specific intent/request from analysis\n- category: Mapped category from step 2\n- limit: 5\n\n**Step 4: Evaluate Template Matches**\nFor each template returned:\n- Check similarity score (must be \u003e 0.6 for good match)\n- Analyze if the template intent matches customer\u0027s specific request\n- Consider tone appropriateness based on sentiment analysis\n- Prefer templates marked as approved (is_approval=true)\n\n**Step 5A: If Good Template Found (similarity \u003e 0.6)**\n1. Select the best matching template\n2. Use get_template_by_id to retrieve full template content\n3. 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\n - All other placeholders with relevant data\n4. Use update_email_content to update the case with personalized templates\n5. End with: \"EMAIL_CONTENT_UPDATED_SUCCESSFULLY using existing template\"\n\n**Step 5B: If No Good Template Found (all similarity \u003c 0.6)**\n1. Create new templates using insert_email_templates with:\n - case_number: extracted case number\n - recommended_template: from summary agent analysis\n - name: descriptive name based on customer request\n - category: mapped category\n - intent: customer\u0027s specific intent\n - tone: appropriate tone based on sentiment (Professional/Empathetic/Formal)\n - signature: appropriate team signature based on category\n - resolved_template: professional response for resolved status\n - followup_template: professional response for followup status \n - rejected_template: professional response for rejected status\n2. End with: \"TEMPLATE_CREATED_SUCCESSFULLY for future use\"\n\n**Template Content Guidelines:**\n- Use HTML formatting with \u003cp\u003e tags\n- Include placeholders: [Customer Name], [Case Number], [Specific Details]\n- Keep content professional and banking-appropriate\n- Include clear next steps and contact information\n- Follow compliance requirements\n\n**CRITICAL REQUIREMENTS:**\n1. ALWAYS attempt template search first using get_template_from_vector_search\n2. Use AI analysis to determine if any templates match the case well (\u003e 0.6 similarity)\n3. Only create new templates if no good matches found\n4. ALWAYS end with success message - never fail\n5. Combine data from ALL previous agents (case context, classification, sentiment, summary)\n"
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