Agents

After calling database.get_customer with customer_id 'CUST789', you received: {\"customer_id\":\"CUST789\",\"name\":\"Sarah Chen\",\"email\":\"sarah.chen@email.com\",\"account_status\":\"active\"}. You stored this with key 'customer_info'. Then database.list_orders with customer_id 'CUST789' returned: {\"orders\":[],\"message\":\"No orders found for customer\"}. You stored this with key 'customer_orders'. The customer claims they have an ongoing purchase needing address change. How should you handle this discrepancy and what is your next action?

Reasoning: There's a discrepancy - customer claims ongoing purchase but 'customer_orders' shows no orders found. This could indicate: wrong customer ID, order under different account, or customer confusion. I need to gather more information before proceeding. Next action: Call email.draft_email to politely ask Sarah Chen to provide her order number or confirmation email, explaining we need to locate her order to assist with the address change.

Reasoning: 1. **Analyze the Request & Context:** The customer ('Sarah Chen', ID 'CUST789') claims to have an ongoing purchase and needs an address change. The system has retrieved customer info (active status) and determined there are 'No orders found' for this customer, which contradicts the customer's claim of an 'ongoing purchase'. The trigger is a `new_customer_ticket` requiring resolution.
2. **Identify Discrepancy:** The core issue is the mismatch: Customer claims an ongoing order, but the `list_orders` API call returned an empty list.
3. **Determine Next Step (Handling Discrepancy):** Since I cannot proceed with an address update without an Order ID, I must resolve the discrepancy by asking the customer for more information about the specific order they are referring to. I need to use the `user_input/ask_free_text` tool to politely ask for the Order ID or more details about the purchase.
4. **Plan Action:** Use the `user_input/ask_free_text` tool to ask the customer which order they mean.
5. **Memory Usage:** The retrieved customer info ('customer_info') and order list ('customer_orders') are stored. I don't need to store them again immediately, but I must remember the plan to ask the user for an Order ID.

Response: user_input.ask_free_text(question="I see you mentioned an ongoing purchase that needs an address update for customer ID CUST789. However, my system currently shows no active orders associated with your account. Could you please provide the Order ID for the purchase you are referring to, or confirm the approximate date of the order so I can investigate further?")