Case #1478 — Marlow London
kemisolaadebayo032@gmail.com · order — · state imported · label none yet · rung 0
Facts
open
not set
2026-08-14 03:11:43
—
2026-08-14 19:30:08
Engine shadow decision
| id | 981 |
|---|---|
| thread_key | <CAD8oWnh-Whnz78jEDZGDWzeDdy_jdm6Dm7r6VhsywHJMK74E_w@mail.gmail.com> |
| store_id | marlow |
| message_id | 5820 |
| case_id | 1478 |
| 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 | reply |
| actual_text | Hi there, Thanks so much for reaching out! I'd love to help, could you let me know a bit more about what you need assistance with, such as your order number and what's going on? Looking forward to hearing from you. Warm regards, Anna Customer Care Team Marlow London |
| agreed | 0 |
| latency_ms | 3801 |
| 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 21:59:35 |
Latest draft
from decision #3865 · action=reply · 2026-08-14 03:11:53 · dry-run
Hi there,
Thanks so much for reaching out! I'd love to help, could you let me know a bit more about what you need assistance with, such as your order number and what's going on?
Looking forward to hearing from you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer's message contains no actual question or request, just a greeting, so asking for more detail before any resolution can be offered.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
HiMarlow-london