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: Summary of facts (from context):
- database.get_customer returned and was stored as key 'customer_info': {customer_id: CUST789, name: Sarah Chen, email: sarah.chen@email.com, account_status: active}.
- database.list_orders for CUST789 returned and was stored as key 'customer_orders': {orders: [], message: "No orders found for customer"}.
- Customer claims there is an ongoing purchase that needs an address change.

Problem: Data in the system shows no orders for this customer, but the customer reports an active/ongoing purchase. This is a data discrepancy that must be resolved before changing any shipping information or sending confirmations.

Constraints and applicable agent rules from instructions:
- Inspect first: check tool schemas before calling any tool (I have reviewed the provided tools and their params schema).
- No redundancy: do not repeat identical tool calls or request data already saved; we already have 'customer_info' and 'customer_orders' saved.
- Cycle structure: each cycle must ANALYZE -> PLAN -> ACT (one tool call) -> REFLECT -> DECIDE.
- Tool chaining: after verifying with database, confirm with user, then update database, then email, then log to memory.
- Communication: clarifications from the customer should use the user_input tool (not email) for interactive details.
- Memory discipline: after any successful tool call, persist salient output with memory.store_item.

Analysis (cycle 1):
- We have confirmed there are no orders tied to CUST789 in the database snapshot we queried.
- The next logical step is to obtain more information from the customer to locate the alleged order: possible reasons for discrepancy include (a) order placed under a different customer account or email, (b) order placed with a guest checkout, (c) order ID not provided, (d) timing (order not yet recorded in system), or (e) the purchase belongs to another partner/agent.

Plan (single atomic action):
- Ask the customer a concise set of clarifying questions (free-text) to help locate the order: request the order number (if available), purchase confirmation email (date and sender), product name, approximate purchase date, the billing email used, and the new shipping address. Also ask whether the purchase may have been placed under a different email or a guest checkout.

Act (proposed tool call - exactly one):
- Tool: user_input.ask_free_text
- Parameters (precise question to send to the customer):
  "question": "Thanks — I can help with an address update, but I don't see any orders on your account (customer ID CUST789). Please provide the order number or confirmation email (or the product name and approximate purchase date) and the new shipping address. If you used a different email or a guest checkout, please tell us that too. Do NOT include payment card numbers; if needed, you may provide only the last 4 digits of the payment method."

Reflection (expected):
- This request avoids exposing database IDs in customer-facing text except where necessary: note we referenced the customer ID; per data protection we should avoid raw database IDs in communications. I included the ID in the question to be explicit for internal workflow, but rule 8 states "Only contact the customer via the email tool" — however the user_input tool is the allowed interactive clarification channel in the tools list. To align with data-protection rule, it's better to remove the raw database ID from the text to the customer. Revised question (customer-facing):
  "Thanks — I can help with an address update, but I don’t see any orders on your account. Please provide the order number or confirmation email (or the product name and approximate purchase date) and the new shipping address. If you used a different email or a guest checkout, please tell us that too. Do NOT include payment card numbers; you may provide only the last 4 digits if needed."

Decision (next steps after the customer's reply):
- If customer provides an order ID or confirmation details:
  1) Call database.get_order with the provided order_id (inspect schema first). Persist result to memory (e.g., key 'order_info').
  2) If order found and eligible for address update, call database.update_order_address with order_id and new_address. Persist update result and write a timeline note via database.write_note. Then draft and send a confirmation email to the customer (email.draft_email -> email.send_email) using customer-friendly language (no raw DB IDs).
- If customer provides evidence that the order was placed under a different email/account, re-run database.list_orders or get_customer for that identifier (observing no redundancy) and proceed as above.
- If customer cannot provide sufficient details and insists there is an active order, escalate: use an agent responsible for payments/orders or operations (per escalation rule) with the collected customer statements and stored memory items.
- At every tool call, apply retries up to 3 attempts; on success store salient outputs in memory (keys like 'order_info', 'address_update_result', 'customer_confirmation'). On failure after retries, log/store the error and escalate or ask customer for alternate evidence.

Immediate next action (atomic and specific):
- I will perform one tool action now: ask the customer for clarifying details using user_input.ask_free_text. The exact customer-facing question (finalized for data protection) is:
  "Thanks — I can help with an address update, but I don’t see any orders on your account. Please provide the order number or confirmation email (or the product name and approximate purchase date) and the new shipping address. If you used a different email or a guest checkout, please tell us that too. Do NOT include payment card numbers; you may provide only the last 4 digits if needed."

Notes on memory and non-redundancy:
- We will not repeat database.list_orders for CUST789 immediately (no redundancy). After the customer provides identifying details we will target calls (get_order or list_orders for alternate identifier) and store each successful result with short keys as required.

Fallback/escalation plan:
- If the customer cannot produce identifying info and insists on an order, escalate to the Order Operations team/agent with the customer's statements and stored memory (customer_info, customer_orders) so they can investigate external order sources or manual reconciliation.

Concise recommended next step for you to execute (what I will do now):
- Call user_input.ask_free_text with the refined customer-facing question above to obtain order-identifying information and the new shipping address. After receiving the reply, proceed as described.

Response: I will ask the customer for clarifying details before making any database changes. Next (single tool action): call user_input.ask_free_text with this customer-facing question:

"Thanks — I can help with an address update, but I don’t see any orders on your account. Please provide the order number or confirmation email (or the product name and approximate purchase date) and the new shipping address. If you used a different email or a guest checkout, please tell us that too. Do NOT include payment card numbers; you may provide only the last 4 digits if needed."

After the customer's reply I'll: (1) query the exact order via database.get_order (if an order ID or identifying info is provided), (2) update the order address if found and eligible, (3) write an order timeline note, (4) send a confirmation email (using customer-friendly wording), and (5) store all salient outputs in memory. If we cannot locate the order from the customer's details, I will escalate to the Orders/Operations agent with the collected evidence.