Simulator

Send email to the engine as if you were a customer, then keep replying. The rung carries across messages, so you can walk a whole ladder. Shopify lookups and the model calls are real; supplier-sheet writes are always simulated; nothing is ever sent to anyone.

simran.x@live.co.uk · rung 0 · 5 msg yagmur.kara333@hotmail.com · rung 0 · 4 msg paintmepretty84@yahoo.com · rung 0 · 2 msg no address · rung 5 · 5 msg no address · rung 5 · 5 msg no address · rung 3 · 4 msg no address · rung 3 · 5 msg no address · rung 3 · 5 msg no address · rung 3 · 4 msg no address · rung 3 · 3 msg no address · rung 2 · 2 msg sarahcwheatley@hotmail.co.uk · rung 3 · 3 msg + new thread

🏭 Manufacturer

Open request: CANCEL on order #1614, raised 2026-08-25T13:53:57Z. Answer it the way they would fill in the sheet.

hey im not really happy with the quality of my product, can i return? cvani get the label?

ASK_QUESTION · ASK_REASON

Hi Samantha, Sorry to hear the tankini set isn't up to scratch! I want to make sure we sort this out properly for you. Could you tell me a bit more about what's wrong with the quality, things like the fabric, the stitching, or the fit? A photo would help too if you're able to send one. Once I know what's going on I can figure out the right way to fix it for you. Best, Anna

draft only, nothing was sent

sorry i cant provide the photo, but the thing is, it doesnt have the pockets it should have etc, please just let me return

SUPPLIER_REQUEST · SUPPLIER_REQUEST

Hi Samantha, Thanks for clarifying, that makes sense. No worries about the photo. Good news is your order hasn't shipped yet, so I've put in a request with the team handling it to stop it before it goes out. Because it hasn't left us yet, this should be straightforward, but I can't promise the exact timing until it's confirmed on their end. Out of curiosity, since it hasn't shipped, would you rather I look at getting you the correct version with the pockets instead, or would you prefer to go ahead with the cancellation? Either way I'll get it sorted for you. Best, Anna

draft only, nothing was sent

=== SIMULATOR THREAD a04bf5267a ===
store            : marlow
sandbox          : no — real Shopify reads
from             : paintmepretty84@yahoo.com
order            : #1614
order value      : 22.95 GBP
rung now         : 0 (NEW)
supplier open    : CANCEL on #1614 (raised 2026-08-25T13:53:57Z)
created          : 2026-08-25T13:47:26Z

--- turn 1 · CUSTOMER · 2026-08-25T13:47:56Z ------------------------
hey im not really happy with the quality of my product, can i return? cvani get the label?
[ label: ASK_QUESTION | action: ASK_REASON ]
  (executed) shopify.lookup_orders_by_email
      args   : {"store_id": "marlow", "email": "paintmepretty84@yahoo.com", "limit": 3}
      result : ["#1614"]
      why    : resolve the customer's order from the address they wrote in from
  (executed) shopify.order_details
      args   : {"store_id": "marlow", "number": "1614"}
      result : found
      why    : order value, currency, fulfilment status and line items for the case
  (executed) cs_decide.decide
      args   : {"current_message": "hey im not really happy with the quality of my product, can i return? cvani get the label?", "thread_history": "(no prior messages on this thread)"}
      result : {"remedy": "ASK_QUESTION", "model": "claude-runner:claude-sonnet-5", "reasoning": "Customer states a quality complaint but gives no specifics, so we need details before proposing a remedy.", "error": null}
      why    : the decider proposes ONE remedy from the FULL thread — a real model call, not a stub, and not a walk down a forward-only tree
  (executed) llm.complete
      args   : {"tag": "cs:simulator", "max_tokens": 700}
      result : {"model": "claude-runner:claude-sonnet-5", "latency_ms": 3962, "chars": 398}
      why    : generate the actual reply from the voice prompts — nothing is sent
  DRAFT (never sent):
    Hi Samantha,
    
    Sorry to hear the tankini set isn't up to scratch! I want to make sure we sort this out properly for you.
    
    Could you tell me a bit more about what's wrong with the quality, things like the fabric, the stitching, or the fit? A photo would help too if you're able to send one. Once I know what's going on I can figure out the right way to fix it for you.
    
    Best,
    Anna

--- turn 2 · CUSTOMER · 2026-08-25T13:54:02Z ------------------------
sorry i cant provide the photo, but the thing is, it doesnt have the pockets it should have etc, please just let me return
[ label: SUPPLIER_REQUEST | action: SUPPLIER_REQUEST ]
  (executed) shopify.order_details
      args   : {"store_id": "marlow", "number": "1614"}
      result : found
      why    : order value, currency, fulfilment status and line items for the case
  (executed) cs_decide.decide
      args   : {"current_message": "sorry i cant provide the photo, but the thing is, it doesnt have the pockets it should have etc, please just let me return", "thread_history": "CUSTOMER: hey im not really happy with the quality of my product, can i return? cvani get the label?\n\nUS: Hi Samantha,\n\nSorry to hear the tankini set isn't up to scratch! I want to make sure we sort this out properly for you.\n\nCould you tell me a bit more about what's wrong with the quality, things like the fabric, the stitching, or the fit? A photo would help too if you're able to send one. Once I know what's going on I can figure out the right way to fix it for you.\n\nBest,\nAnna"}
      result : {"remedy": "SUPPLIER_REQUEST", "model": "claude-runner:claude-sonnet-5", "reasoning": "Order hasn't dispatched yet, so the customer's return request is best handled as a pre-shipment cancellation rather than a refund/replacement flow for a shipped item.", "error": null}
      why    : the decider proposes ONE remedy from the FULL thread — a real model call, not a stub, and not a walk down a forward-only tree
  (simulated) supplier_request.raise_request
      args   : {"order_number": "1614", "store_id": "marlow", "product": "HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS", "variant": "", "request_code": "CANCEL", "request_detail": "<written by the agent from the customer's message>", "due_in_hours": 48}
      why    : the operator's rule: the simulator never touches the supplier sheet. This is the exact call the live path would make — it inserts at the TOP of the sheet and mirrors into supplier_items with a 48h due_by.
  (executed) shopify.list_webhooks
      args   : {"store_id": "marlow"}
      result : ["DISPUTES_CREATE", "DISPUTES_UPDATE", "FULFILLMENTS_CREATE", "FULFILLMENTS_UPDATE", "ORDERS_CREATE"]
      why    : the standing store-wide subscriptions — already registered, nothing to add per case
  (simulated) ship_fallback_watch.register
      args   : {"store_id": "marlow", "order_name": "#1614", "customer_email": "paintmepretty84@yahoo.com", "thread_key": "<the live case's thread key>"}
      why    : watches THIS order every poll cycle; if it ships despite the stop request it auto-sends the pre-staged 30% keep-it offer. Simulated here because register() writes to the DB and arms a real auto-send.
  (executed) llm.complete
      args   : {"tag": "cs:simulator", "max_tokens": 700}
      result : {"model": "claude-runner:claude-sonnet-5", "latency_ms": 4581, "chars": 601}
      why    : generate the actual reply from the voice prompts — nothing is sent
  DRAFT (never sent):
    Hi Samantha,
    
    Thanks for clarifying, that makes sense. No worries about the photo.
    
    Good news is your order hasn't shipped yet, so I've put in a request with the team handling it to stop it before it goes out. Because it hasn't left us yet, this should be straightforward, but I can't promise the exact timing until it's confirmed on their end.
    
    Out of curiosity, since it hasn't shipped, would you rather I look at getting you the correct version with the pockets instead, or would you prefer to go ahead with the cancellation? Either way I'll get it sorted for you.
    
    Best,
    Anna

Send a message and the classification, the policy decision and every tool call it made will appear here.

Stats counted off the stored threads, not tallied separately — so they cannot drift from the transcripts

cases18

customer messages59

avg turns per case3.28

any cashback offered9 · 50.0%

30% keep-it offered6 · 33.3%

full refund1 · 5.6%

held for arrival6 · 33.3%

escalated to a human2 · 11.1%

supplier answers played0

Actions taken

REPLY_INFO11

ASK_REASON11

OFFER_DISCOUNT_10_KEEP9

OFFER_DISCOUNT_20_KEEP9

WAIT_FOR_ARRIVAL7

OFFER_DISCOUNT_30_KEEP6

ESCALATE3

SUPPLIER_REQUEST2