Case #1458 — Marlow London
rachelreid90@sky.co · order — · state imported · label none yet · rung 0
Facts
New customer message on 12 August 2026 at 21:36
open
not set
2026-08-12 20:37:32
—
2026-08-14 19:30:08
Engine shadow decision
| id | 883 |
|---|---|
| thread_key | <E1020004-18CB2933EC20289D-BFEC04BE@shopify.com> |
| store_id | marlow |
| message_id | 5716 |
| case_id | 1458 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4095 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:52:12 |
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Rachel
Email:
rachelreid90@sky.co
Body: