Playbook

The actual decision tree the shadow engine runs — generated live from cs_policy.decide() and cs_labels_spec.LABELS on every request, nothing hand-typed. 99 nodes · 94 edges · 17 label branches.

root interrupt gate classify hub label offer step refund info escalate edge = trigger ● terminal

Click any node for its full decide() output.

Always-on rulesNot branches. Checked before and around the (label × rung) table, for every label, at every rung. Detached on purpose — a message never “goes down” one of these instead of classifying.

LEGAL_THREAT
fires from ANY rung

always

ESCALATE ●

THREATENS_CHARGEBACK
fires from ANY rung

clear ultimatum

REPLY_INFO ●

mentioned, unclear

REPLY_INFO ●

£200 circuit breaker
applies AFTER any money action

order £150 (≤ £200)

FULL_REFUND · 150.00 GBP ●

order £350 (> £200)

ESCALATE · 350.00 GBP ●

Promise ledger override
applies for ANY label

open £80 refund promise on file

EXECUTE_PROMISE · 80.00 GBP ●

The flow

Inbound customer
message

classify

Classify message
→ 1 of 17 labels

opens a case

Opens a case
15 labels

ADDRESS_CHANGE

▸ ADDRESS_CHANGE

at rung 0 · NEW

SUPPLIER_REQUEST

ACCEPTS_OFFER · at rung 0 · NEW

ESCALATE ●

REFUSES_OFFER · at rung 0 · NEW

ESCALATE ●

ASKS_REFUND

▸ ASKS_REFUND

we have not asked why yet

at rung 0 · NEW

ASK_REASON

ACCEPTS_OFFER · at rung 0 · NEW

ESCALATE ●

REFUSES_OFFER · at rung 0 · NEW

ESCALATE ●

reason known · not dispatched

at rung 0 · NEW

OFFER_DISCOUNT_10_KEEP · 10%

ACCEPTS_OFFER · at rung 2 · KEEP_10_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 2 · KEEP_10_OFFERED

OFFER_DISCOUNT_20_KEEP · 20%

ACCEPTS_OFFER · at rung 3 · KEEP_20_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 3 · KEEP_20_OFFERED

OFFER_PRICE_MINUS_SHIPPING

ACCEPTS_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

FULL_REFUND ●

reason known · already in transit

at rung 0 · NEW

WAIT_FOR_ARRIVAL

ACCEPTS_OFFER · at rung 0 · NEW

ESCALATE ●

REFUSES_OFFER · at rung 0 · NEW

ESCALATE ●

ASKS_REPLACEMENT

▸ ASKS_REPLACEMENT

at rung 0 · NEW

OFFER_REPLACEMENT

ACCEPTS_OFFER · at rung 1 · REPLACEMENT_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 1 · REPLACEMENT_OFFERED

OFFER_DISCOUNT_10_KEEP · 10%

ACCEPTS_OFFER · at rung 2 · KEEP_10_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 2 · KEEP_10_OFFERED

OFFER_DISCOUNT_20_KEEP · 20%

ACCEPTS_OFFER · at rung 3 · KEEP_20_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 3 · KEEP_20_OFFERED

OFFER_PRICE_MINUS_SHIPPING

ACCEPTS_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

FULL_REFUND ●

AUTHENTICITY_DOUBT

▸ AUTHENTICITY_DOUBT

at rung 0 · NEW

REPLY_INFO ●

CANCEL_REQUEST

▸ CANCEL_REQUEST

at rung 0 · NEW

SUPPLIER_REQUEST

ACCEPTS_OFFER · at rung 0 · NEW

ESCALATE ●

REFUSES_OFFER · at rung 0 · NEW

ESCALATE ●

DAMAGED

▸ DAMAGED

at rung 0 · NEW

OFFER_REPLACEMENT

ACCEPTS_OFFER · at rung 1 · REPLACEMENT_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 1 · REPLACEMENT_OFFERED

OFFER_DISCOUNT_10_KEEP · 10%

ACCEPTS_OFFER · at rung 2 · KEEP_10_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 2 · KEEP_10_OFFERED

OFFER_DISCOUNT_20_KEEP · 20%

ACCEPTS_OFFER · at rung 3 · KEEP_20_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 3 · KEEP_20_OFFERED

OFFER_PRICE_MINUS_SHIPPING

ACCEPTS_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

FULL_REFUND ●

LEGAL_THREAT

▸ LEGAL_THREAT

at rung 0 · NEW

ESCALATE ●

NOT_ARRIVED

▸ NOT_ARRIVED

at rung 0 · NEW

REPLY_INFO ●

OFF_SCRIPT

▸ OFF_SCRIPT

at rung 0 · NEW

REPLY_INFO ●

PRODUCT_QUESTION

▸ PRODUCT_QUESTION

at rung 0 · NEW

REPLY_INFO ●

SIZING_QUESTION

▸ SIZING_QUESTION

at rung 0 · NEW

REPLY_INFO ●

THREATENS_CHARGEBACK

▸ THREATENS_CHARGEBACK

at rung 0 · NEW

REPLY_INFO ●

WHERE_IS_ORDER

▸ WHERE_IS_ORDER

at rung 0 · NEW

REPLY_INFO ●

WRONG_ITEM

▸ WRONG_ITEM

at rung 0 · NEW

OFFER_REPLACEMENT

ACCEPTS_OFFER · at rung 1 · REPLACEMENT_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 1 · REPLACEMENT_OFFERED

OFFER_DISCOUNT_10_KEEP · 10%

ACCEPTS_OFFER · at rung 2 · KEEP_10_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 2 · KEEP_10_OFFERED

OFFER_DISCOUNT_20_KEEP · 20%

ACCEPTS_OFFER · at rung 3 · KEEP_20_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 3 · KEEP_20_OFFERED

OFFER_PRICE_MINUS_SHIPPING

ACCEPTS_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

FULL_REFUND ●

WRONG_SIZE

▸ WRONG_SIZE

at rung 0 · NEW

OFFER_REPLACEMENT

ACCEPTS_OFFER · at rung 1 · REPLACEMENT_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 1 · REPLACEMENT_OFFERED

OFFER_DISCOUNT_10_KEEP · 10%

ACCEPTS_OFFER · at rung 2 · KEEP_10_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 2 · KEEP_10_OFFERED

OFFER_DISCOUNT_20_KEEP · 20%

ACCEPTS_OFFER · at rung 3 · KEEP_20_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 3 · KEEP_20_OFFERED

OFFER_PRICE_MINUS_SHIPPING

ACCEPTS_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

EXECUTE_PROMISE ●

REFUSES_OFFER · at rung 4 · PRICE_MINUS_SHIPPING_OFFERED

FULL_REFUND ●

answers an offer

Answers an offer
2 labels

ACCEPTS_OFFER

▸ ACCEPTS_OFFER

at rung 0 · NEW

ESCALATE ●

REFUSES_OFFER

▸ REFUSES_OFFER

at rung 0 · NEW

ESCALATE ●

Generated from cs_policy.py (last modified 2026-09-04 08:17:05 UTC) and cs_labels_spec.py (last modified 2026-08-14 19:55:07 UTC) — every node's action, amount, rung and reason string above is the live return value of cs_policy.decide(), and the 17 label branches come straight from cs_labels_spec.LABELS. This screen does not write to the database and cannot send or move anything.