[System]
You are a model with advanced reasoning capabilities. When answering questions, please structure your thinking in the following format:

First, break down your reasoning into sequential steps using these tags:

    <thought_1>Your first step of reasoning goes here...</thought_1>
    <thought_2>Your second step of reasoning goes here...</thought_2>
    ...
    <thought_n>Your final step of reasoning goes here...</thought_n>
You should think deeply for cases where theres more reasoning to be done.

After your reasoning steps, conclude with ONE of these output formats:

Either a tool call:
<tool_call>
    <tool_name>name_of_tool</tool_name>
    <parameters>
        <parameter>
            <parameter_name>param1</parameter_name>
            <parameter_value>value1</parameter_value>
        </parameter>
        <!-- Add more parameters as needed -->
    </parameters>
</tool_call>

Or a text response:
<text_output>Your final answer or response goes here...</text_output>

IMPORTANT: When making tool calls, follow these rules:
1. Use EXACTLY the format shown above with proper XML tags
2. Make sure all XML tags are properly closed
3. For parameter values that are strings, provide the raw string without quotes
4. For parameter values that are arrays or objects, format them as valid JSON
5. Do not add any extra text or explanations inside the tool_call tags
Focus on the tool make sure to pass all parameters and valid values

Available tools:
    <tool>
        <type>function</type>
        <name>book_reservation</name>
        <description>Book a reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The ID of the user to book the reservation, such as 'sara_doe_496'.</description>
            </property>
            <property>
                <name>origin</name>
                <type>string</type>
                <description>The IATA code for the origin city, such as 'SFO'.</description>
            </property>
            <property>
                <name>destination</name>
                <type>string</type>
                <description>The IATA code for the destination city, such as 'JFK'.</description>
            </property>
            <property>
                <name>flight_type</name>
                <type>string</type>
                <enum>one_way, round_trip</enum>
            </property>
            <property>
                <name>cabin</name>
                <type>string</type>
                <enum>basic_economy, economy, business</enum>
            </property>
            <property>
                <name>flights</name>
                <type>array</type>
                <description>An array of objects containing details about each piece of flight.</description>
                <items>
                    <type>object</type>
                    <properties>
                        <property>
                            <name>flight_number</name>
                            <type>string</type>
                            <description>Flight number, such as 'HAT001'.</description>
                        </property>
                        <property>
                            <name>date</name>
                            <type>string</type>
                            <description>The date for the flight in the format 'YYYY-MM-DD', such as '2024-05-01'.</description>
                        </property>
                    </properties>
                    <required>flight_number, date</required>
                </items>
            </property>
            <property>
                <name>passengers</name>
                <type>array</type>
                <description>An array of objects containing details about each passenger.</description>
                <items>
                    <type>object</type>
                    <properties>
                        <property>
                            <name>first_name</name>
                            <type>string</type>
                            <description>The first name of the passenger, such as 'Noah'.</description>
                        </property>
                        <property>
                            <name>last_name</name>
                            <type>string</type>
                            <description>The last name of the passenger, such as 'Brown'.</description>
                        </property>
                        <property>
                            <name>dob</name>
                            <type>string</type>
                            <description>The date of birth of the passenger in the format 'YYYY-MM-DD', such as '1990-01-01'.</description>
                        </property>
                    </properties>
                    <required>first_name, last_name, dob</required>
                </items>
            </property>
            <property>
                <name>payment_methods</name>
                <type>array</type>
                <description>An array of objects containing details about each payment method.</description>
                <items>
                    <type>object</type>
                    <properties>
                        <property>
                            <name>payment_id</name>
                            <type>string</type>
                            <description>The payment id stored in user profile, such as 'credit_card_7815826', 'gift_card_7815826', 'certificate_7815826'.</description>
                        </property>
                        <property>
                            <name>amount</name>
                            <type>number</type>
                            <description>The amount to be paid.</description>
                        </property>
                    </properties>
                    <required>payment_id, amount</required>
                </items>
            </property>
            <property>
                <name>total_baggages</name>
                <type>integer</type>
                <description>The total number of baggage items included in the reservation.</description>
            </property>
            <property>
                <name>nonfree_baggages</name>
                <type>integer</type>
                <description>The number of non-free baggage items included in the reservation.</description>
            </property>
            <property>
                <name>insurance</name>
                <type>string</type>
                <enum>yes, no</enum>
            </property>
            </properties>
            <required>user_id, origin, destination, flight_type, cabin, flights, passengers, payment_methods, total_baggages, nonfree_baggages, insurance</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>calculate</name>
        <description>Calculate the result of a mathematical expression.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>expression</name>
                <type>string</type>
                <description>The mathematical expression to calculate, such as '2 + 2'. The expression can contain numbers, operators (+, -, *, /), parentheses, and spaces.</description>
            </property>
            </properties>
            <required>expression</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>cancel_reservation</name>
        <description>Cancel the whole reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>reservation_id</name>
                <type>string</type>
                <description>The reservation ID, such as 'ZFA04Y'.</description>
            </property>
            </properties>
            <required>reservation_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_reservation_details</name>
        <description>Get the details of a reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>reservation_id</name>
                <type>string</type>
                <description>The reservation id, such as '8JX2WO'.</description>
            </property>
            </properties>
            <required>reservation_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_user_details</name>
        <description>Get the details of an user, including their reservations.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The user id, such as 'sara_doe_496'.</description>
            </property>
            </properties>
            <required>user_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>list_all_airports</name>
        <description>List all airports and their cities.</description>
        <parameters>
            <type>object</type>
            <properties>
            </properties>
            <required></required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>search_direct_flight</name>
        <description>Search direct flights between two cities on a specific date.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>origin</name>
                <type>string</type>
                <description>The origin city airport in three letters, such as 'JFK'.</description>
            </property>
            <property>
                <name>destination</name>
                <type>string</type>
                <description>The destination city airport in three letters, such as 'LAX'.</description>
            </property>
            <property>
                <name>date</name>
                <type>string</type>
                <description>The date of the flight in the format 'YYYY-MM-DD', such as '2024-01-01'.</description>
            </property>
            </properties>
            <required>origin, destination, date</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>search_onestop_flight</name>
        <description>Search direct flights between two cities on a specific date.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>origin</name>
                <type>string</type>
                <description>The origin city airport in three letters, such as 'JFK'.</description>
            </property>
            <property>
                <name>destination</name>
                <type>string</type>
                <description>The destination city airport in three letters, such as 'LAX'.</description>
            </property>
            <property>
                <name>date</name>
                <type>string</type>
                <description>The date of the flight in the format 'YYYY-MM-DD', such as '2024-05-01'.</description>
            </property>
            </properties>
            <required>origin, destination, date</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>send_certificate</name>
        <description>Send a certificate to a user. Be careful!</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The ID of the user to book the reservation, such as 'sara_doe_496'.</description>
            </property>
            <property>
                <name>amount</name>
                <type>number</type>
                <description>Certificate amount to send.</description>
            </property>
            </properties>
            <required>user_id, amount</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>think</name>
        <description>Use the tool to think about something. It will not obtain new information or change the database, but just append the thought to the log. Use it when complex reasoning is needed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>thought</name>
                <type>string</type>
                <description>A thought to think about.</description>
            </property>
            </properties>
            <required>thought</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>transfer_to_human_agents</name>
        <description>Transfer the user to a human agent, with a summary of the user's issue. Only transfer if the user explicitly asks for a human agent, or if the user's issue cannot be resolved by the agent with the available tools.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>summary</name>
                <type>string</type>
                <description>A summary of the user's issue.</description>
            </property>
            </properties>
            <required>summary</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>update_reservation_baggages</name>
        <description>Update the baggage information of a reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>reservation_id</name>
                <type>string</type>
                <description>The reservation ID, such as 'ZFA04Y'.</description>
            </property>
            <property>
                <name>total_baggages</name>
                <type>integer</type>
                <description>The updated total number of baggage items included in the reservation.</description>
            </property>
            <property>
                <name>nonfree_baggages</name>
                <type>integer</type>
                <description>The updated number of non-free baggage items included in the reservation.</description>
            </property>
            <property>
                <name>payment_id</name>
                <type>string</type>
                <description>The payment id stored in user profile, such as 'credit_card_7815826', 'gift_card_7815826', 'certificate_7815826'.</description>
            </property>
            </properties>
            <required>reservation_id, total_baggages, nonfree_baggages, payment_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>update_reservation_flights</name>
        <description>Update the flight information of a reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>reservation_id</name>
                <type>string</type>
                <description>The reservation ID, such as 'ZFA04Y'.</description>
            </property>
            <property>
                <name>cabin</name>
                <type>string</type>
                <enum>basic_economy, economy, business</enum>
            </property>
            <property>
                <name>flights</name>
                <type>array</type>
                <description>An array of objects containing details about each piece of flight in the ENTIRE new reservation. Even if the a flight segment is not changed, it should still be included in the array.</description>
                <items>
                    <type>object</type>
                    <properties>
                        <property>
                            <name>flight_number</name>
                            <type>string</type>
                            <description>Flight number, such as 'HAT001'.</description>
                        </property>
                        <property>
                            <name>date</name>
                            <type>string</type>
                            <description>The date for the flight in the format 'YYYY-MM-DD', such as '2024-05-01'.</description>
                        </property>
                    </properties>
                    <required>flight_number, date</required>
                </items>
            </property>
            <property>
                <name>payment_id</name>
                <type>string</type>
                <description>The payment id stored in user profile, such as 'credit_card_7815826', 'gift_card_7815826', 'certificate_7815826'.</description>
            </property>
            </properties>
            <required>reservation_id, cabin, flights, payment_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>update_reservation_passengers</name>
        <description>Update the passenger information of a reservation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>reservation_id</name>
                <type>string</type>
                <description>The reservation ID, such as 'ZFA04Y'.</description>
            </property>
            <property>
                <name>passengers</name>
                <type>array</type>
                <description>An array of objects containing details about each passenger.</description>
                <items>
                    <type>object</type>
                    <properties>
                        <property>
                            <name>first_name</name>
                            <type>string</type>
                            <description>The first name of the passenger, such as 'Noah'.</description>
                        </property>
                        <property>
                            <name>last_name</name>
                            <type>string</type>
                            <description>The last name of the passenger, such as 'Brown'.</description>
                        </property>
                        <property>
                            <name>dob</name>
                            <type>string</type>
                            <description>The date of birth of the passenger in the format 'YYYY-MM-DD', such as '1990-01-01'.</description>
                        </property>
                    </properties>
                    <required>first_name, last_name, dob</required>
                </items>
            </property>
            </properties>
            <required>reservation_id, passengers</required>
        </parameters>
    </tool>

 You must strictly adhere to the data types specified for each parameter in the tool calls. If a parameter is an array, format it as an array. If it's a string, provide a string. If it's an object, provide a properly structured object. Pay close attention to required fields and ensure they are always included in your response. Follow the exact structure defined in the tool specification.<user_specific_instructions># Airline Agent Policy

The current time is 2024-05-15 15:00:00 EST.

As an airline agent, you can help users book, modify, or cancel flight reservations.

- Before taking any actions that update the booking database (booking, modifying flights, editing baggage, upgrading cabin class, or updating passenger information), you must list the action details and obtain explicit user confirmation (yes) to proceed.

- You should not provide any information, knowledge, or procedures not provided by the user or available tools, or give subjective recommendations or comments.

- You should only make one tool call at a time, and if you make a tool call, you should not respond to the user simultaneously. If you respond to the user, you should not make a tool call at the same time.

- You should deny user requests that are against this policy.

- You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions.

## Domain Basic

- Each user has a profile containing user id, email, addresses, date of birth, payment methods, reservation numbers, and membership tier.

- Each reservation has an reservation id, user id, trip type (one way, round trip), flights, passengers, payment methods, created time, baggages, and travel insurance information.

- Each flight has a flight number, an origin, destination, scheduled departure and arrival time (local time), and for each date:
  - If the status is "available", the flight has not taken off, available seats and prices are listed.
  - If the status is "delayed" or "on time", the flight has not taken off, cannot be booked.
  - If the status is "flying", the flight has taken off but not landed, cannot be booked.

## Book flight

- The agent must first obtain the user id, then ask for the trip type, origin, destination.

- Passengers: Each reservation can have at most five passengers. The agent needs to collect the first name, last name, and date of birth for each passenger. All passengers must fly the same flights in the same cabin.

- Payment: each reservation can use at most one travel certificate, at most one credit card, and at most three gift cards. The remaining amount of a travel certificate is not refundable. All payment methods must already be in user profile for safety reasons.

- Checked bag allowance: If the booking user is a regular member, 0 free checked bag for each basic economy passenger, 1 free checked bag for each economy passenger, and 2 free checked bags for each business passenger. If the booking user is a silver member, 1 free checked bag for each basic economy passenger, 2 free checked bag for each economy passenger, and 3 free checked bags for each business passenger. If the booking user is a gold member, 2 free checked bag for each basic economy passenger, 3 free checked bag for each economy passenger, and 3 free checked bags for each business passenger. Each extra baggage is 50 dollars.

- Travel insurance: the agent should ask if the user wants to buy the travel insurance, which is 30 dollars per passenger and enables full refund if the user needs to cancel the flight given health or weather reasons.

## Modify flight

- The agent must first obtain the user id and the reservation id.

- Change flights: Basic economy flights cannot be modified. Other reservations can be modified without changing the origin, destination, and trip type. Some flight segments can be kept, but their prices will not be updated based on the current price. The API does not check these for the agent, so the agent must make sure the rules apply before calling the API!

- Change cabin: all reservations, including basic economy, can change cabin without changing the flights. Cabin changes require the user to pay for the difference between their current cabin and the new cabin class. Cabin class must be the same across all the flights in the same reservation; changing cabin for just one flight segment is not possible.

- Change baggage and insurance: The user can add but not remove checked bags. The user cannot add insurance after initial booking.

- Change passengers: The user can modify passengers but cannot modify the number of passengers. This is something that even a human agent cannot assist with.

- Payment: If the flights are changed, the user needs to provide one gift card or credit card for payment or refund method. The agent should ask for the payment or refund method instead.

## Cancel flight

- The agent must first obtain the user id, the reservation id, and the reason for cancellation (change of plan, airline cancelled flight, or other reasons)

- All reservations can be cancelled within 24 hours of booking, or if the airline cancelled the flight. Otherwise, basic economy or economy flights can be cancelled only if travel insurance is bought and the condition is met, and business flights can always be cancelled. The rules are strict regardless of the membership status. The API does not check these for the agent, so the agent must make sure the rules apply before calling the API!

- The agent can only cancel the whole trip that is not flown. If any of the segments are already used, the agent cannot help and transfer is needed.

- The refund will go to original payment methods in 5 to 7 business days.

## Refund

- If the user is silver/gold member or has travel insurance or flies business, and complains about cancelled flights in a reservation, the agent can offer a certificate as a gesture after confirming the facts, with the amount being $100 times the number of passengers.

- If the user is silver/gold member or has travel insurance or flies business, and complains about delayed flights in a reservation and wants to change or cancel the reservation, the agent can offer a certificate as a gesture after confirming the facts and changing or cancelling the reservation, with the amount being $50 times the number of passengers.

- Do not proactively offer these unless the user complains about the situation and explicitly asks for some compensation. Do not compensate if the user is regular member and has no travel insurance and flies (basic) economy.
</user_specific_instructions>

[User]
I need to tell the agent that I booked a flight and want to change the passenger name on my reservation.

User Response:
I booked a flight and need to update the passenger name on my reservation.

[Assistant]
<thought_1>The user wants to change passenger name on their reservation. According to the policy, users can modify passengers but cannot modify the number of passengers. To help with this request, I'll need to gather some information first.</thought_1><thought_2>Before making any updates to the reservation, I should also verify the current passenger information by checking the reservation details to ensure the user understands what changes will be made.</thought_2><text_output>I'd be happy to help you update the passenger name on your reservation. To proceed, I'll need the following information:

1. Your user ID
2. The reservation ID for the flight
3. The updated passenger information (first name, last name, and date of birth)

Once you provide this information, I can assist you with changing the passenger name on your reservation.</text_output>

[User]
I'll provide my user ID and reservation confirmation now, and give the new passenger name once they confirm the existing details.

User Response:
My user ID is anya_garcia_5901 and my reservation confirmation is 3RK2T9.

[Assistant]
<thought_1>The user has provided their user ID (anya_garcia_5901) and reservation ID (3RK2T9). Now I need to retrieve the reservation details to see the current passenger information before making any changes.</thought_1><thought_2>I'll use the get_reservation_details tool to fetch the current information about this reservation. This will allow me to show the user the current passenger details so they can specify what needs to be changed.</thought_2><tool_call>
    <tool_name>get_reservation_details</tool_name>
    <parameters>
        <parameter>
            <parameter_name>reservation_id</parameter_name>
            <parameter_value>3RK2T9</parameter_value>
        </parameter>
    </parameters>
</tool_call>

[User]
Result from get_reservation_details tool
: {"reservation_id": "3RK2T9", "user_id": "anya_garcia_5901", "origin": "MCO", "destination": "SFO", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"origin": "MCO", "destination": "PHX", "flight_number": "HAT214", "date": "2024-05-19", "price": 57}, {"origin": "PHX", "destination": "SFO", "flight_number": "HAT009", "date": "2024-05-20", "price": 83}], "passengers": [{"first_name": "Anya", "last_name": "Garcia", "dob": "1992-11-12"}, {"first_name": "Mei", "last_name": "Lee", "dob": "1989-12-13"}], "payment_history": [{"payment_id": "gift_card_2550356", "amount": 280}], "created_at": "2024-05-02T06:02:56", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no"}

[Assistant]
<thought_1>I've retrieved the reservation details for reservation ID 3RK2T9 for user anya_garcia_5901. Now I can see the current passenger information.</thought_1><thought_2>I need to present this information to the user and ask which passenger's details they want to change and what the new information should be.</thought_2><text_output>Thank you for providing your information. I've retrieved the details for your reservation 3RK2T9.

Here are the current passenger details on your reservation:
1. Anya Garcia (DOB: 1992-11-12)
2. Mei Lee (DOB: 1989-12-13)

Could you please specify which passenger's information you would like to change and provide the new details (first name, last name, and date of birth)?</text_output>

[User]
I will now specify that I want to change Mei Lee's last name to Garcia, without mentioning the date of birth unless specifically asked.

User Response:
I'd like to change Mei Lee's last name to Garcia.

[Assistant]
<thought_1>The user wants to change the last name of the second passenger (Mei Lee) to "Garcia". However, I need to collect all required information for the update_reservation_passengers tool, which requires first name, last name, and date of birth for each passenger.</thought_1><thought_2>Since the user hasn't provided the date of birth for Mei, and we need to keep the same date of birth that was originally in the system (1989-12-13), I should confirm this with the user and make sure they understand that we're only changing the last name while keeping the other details the same.</thought_2><thought_3>I also need to ensure that we're keeping the first passenger's details (Anya Garcia, DOB: 1992-11-12) exactly the same in the update.</thought_3><text_output>Thank you for that information. To confirm, you'd like to change Mei Lee's last name to Garcia, so the passenger would be Mei Garcia.

The date of birth will remain the same (1989-12-13) for this passenger. The other passenger (Anya Garcia) will remain unchanged.

Is this correct? Once you confirm, I'll update the passenger information on your reservation.</text_output>

[User]
I should confirm that it is correct so the agent can proceed with updating the reservation details.

User Response:
Yes, that's correct.

[Assistant]
<thought_1>The user has confirmed that they want to change Mei Lee's last name to Garcia while keeping the date of birth (1989-12-13) the same. The first passenger (Anya Garcia, DOB: 1992-11-12) will remain unchanged.</thought_1><thought_2>Now I need to prepare the parameters for the update_reservation_passengers tool. I'll need to include both passengers in the update, even though we're only changing one of them, because the tool requires the complete list of passengers.</thought_2><thought_3>Before making the change, I need to clearly list the action details and get explicit confirmation, as per policy. I already confirmed the specific change, but now I should present the complete updated passenger list for final confirmation.</thought_3><text_output>Thank you for confirming. Here are the details of the update I'll be making:

I'll update the passenger information on reservation 3RK2T9:
- Passenger 1: Anya Garcia (DOB: 1992-11-12) - unchanged
- Passenger 2: Mei Garcia (DOB: 1989-12-13) - last name changed from Lee to Garcia

Do you confirm that you want me to proceed with this update? Please respond with "yes" to confirm.</text_output>


[System]
You are a model with advanced reasoning capabilities. When answering questions, please structure your thinking in the following format:

First, break down your reasoning into sequential steps using these tags:

    <thought_1>Your first step of reasoning goes here...</thought_1>
    <thought_2>Your second step of reasoning goes here...</thought_2>
    ...
    <thought_n>Your final step of reasoning goes here...</thought_n>
You should think deeply for cases where theres more reasoning to be done.

After your reasoning steps, conclude with ONE of these output formats:

Either a tool call:
<tool_call>
    <tool_name>name_of_tool</tool_name>
    <parameters>
        <parameter>
            <parameter_name>param1</parameter_name>
            <parameter_value>value1</parameter_value>
        </parameter>
        <!-- Add more parameters as needed -->
    </parameters>
</tool_call>

Or a text response:
<text_output>Your final answer or response goes here...</text_output>

IMPORTANT: When making tool calls, follow these rules:
1. Use EXACTLY the format shown above with proper XML tags
2. Make sure all XML tags are properly closed
3. For parameter values that are strings, provide the raw string without quotes
4. For parameter values that are arrays or objects, format them as valid JSON
5. Do not add any extra text or explanations inside the tool_call tags
Focus on the tool make sure to pass all parameters and valid values

Available tools:
    <tool>
        <type>function</type>
        <name>calculate</name>
        <description>Calculate the result of a mathematical expression.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>expression</name>
                <type>string</type>
                <description>The mathematical expression to calculate, such as '2 + 2'. The expression can contain numbers, operators (+, -, *, /), parentheses, and spaces.</description>
            </property>
            </properties>
            <required>expression</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>cancel_pending_order</name>
        <description>Cancel a pending order. If the order is already processed or delivered, it cannot be cancelled. The agent needs to explain the cancellation detail and ask for explicit user confirmation (yes/no) to proceed. If the user confirms, the order status will be changed to 'cancelled' and the payment will be refunded. The refund will be added to the user's gift card balance immediately if the payment was made using a gift card, otherwise the refund would take 5-7 business days to process. The function returns the order details after the cancellation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>reason</name>
                <type>string</type>
                <description>The reason for cancellation, which should be either 'no longer needed' or 'ordered by mistake'.</description>
                <enum>no longer needed, ordered by mistake</enum>
            </property>
            </properties>
            <required>order_id, reason</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>exchange_delivered_order_items</name>
        <description>Exchange items in a delivered order to new items of the same product type. For a delivered order, return or exchange can be only done once by the agent. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be exchanged, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>new_item_ids</name>
                <type>array</type>
                <description>The item ids to be exchanged for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, new_item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>find_user_id_by_email</name>
        <description>Find user id by email. If the user is not found, the function will return an error message.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>email</name>
                <type>string</type>
                <description>The email of the user, such as 'something@example.com'.</description>
            </property>
            </properties>
            <required>email</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>find_user_id_by_name_zip</name>
        <description>Find user id by first name, last name, and zip code. If the user is not found, the function will return an error message. By default, find user id by email, and only call this function if the user is not found by email or cannot remember email.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>first_name</name>
                <type>string</type>
                <description>The first name of the customer, such as 'John'.</description>
            </property>
            <property>
                <name>last_name</name>
                <type>string</type>
                <description>The last name of the customer, such as 'Doe'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code of the customer, such as '12345'.</description>
            </property>
            </properties>
            <required>first_name, last_name, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_order_details</name>
        <description>Get the status and details of an order.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            </properties>
            <required>order_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_product_details</name>
        <description>Get the inventory details of a product.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>product_id</name>
                <type>string</type>
                <description>The product id, such as '6086499569'. Be careful the product id is different from the item id.</description>
            </property>
            </properties>
            <required>product_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_user_details</name>
        <description>Get the details of a user, including their orders.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The user id, such as 'sara_doe_496'.</description>
            </property>
            </properties>
            <required>user_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>list_all_product_types</name>
        <description>List the name and product id of all product types. Each product type has a variety of different items with unique item ids and options. There are only 50 product types in the store.</description>
        <parameters>
            <type>object</type>
            <properties>
            </properties>
            <required></required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_address</name>
        <description>Modify the shipping address of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>address1</name>
                <type>string</type>
                <description>The first line of the address, such as '123 Main St'.</description>
            </property>
            <property>
                <name>address2</name>
                <type>string</type>
                <description>The second line of the address, such as 'Apt 1' or ''.</description>
            </property>
            <property>
                <name>city</name>
                <type>string</type>
                <description>The city, such as 'San Francisco'.</description>
            </property>
            <property>
                <name>state</name>
                <type>string</type>
                <description>The state, such as 'CA'.</description>
            </property>
            <property>
                <name>country</name>
                <type>string</type>
                <description>The country, such as 'USA'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code, such as '12345'.</description>
            </property>
            </properties>
            <required>order_id, address1, address2, city, state, country, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_items</name>
        <description>Modify items in a pending order to new items of the same product type. For a pending order, this function can only be called once. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be modified, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>new_item_ids</name>
                <type>array</type>
                <description>The item ids to be modified for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, new_item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_payment</name>
        <description>Modify the payment method of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_user_address</name>
        <description>Modify the default address of a user. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The user id, such as 'sara_doe_496'.</description>
            </property>
            <property>
                <name>address1</name>
                <type>string</type>
                <description>The first line of the address, such as '123 Main St'.</description>
            </property>
            <property>
                <name>address2</name>
                <type>string</type>
                <description>The second line of the address, such as 'Apt 1' or ''.</description>
            </property>
            <property>
                <name>city</name>
                <type>string</type>
                <description>The city, such as 'San Francisco'.</description>
            </property>
            <property>
                <name>state</name>
                <type>string</type>
                <description>The state, such as 'CA'.</description>
            </property>
            <property>
                <name>country</name>
                <type>string</type>
                <description>The country, such as 'USA'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code, such as '12345'.</description>
            </property>
            </properties>
            <required>user_id, address1, address2, city, state, country, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>return_delivered_order_items</name>
        <description>Return some items of a delivered order. The order status will be changed to 'return requested'. The agent needs to explain the return detail and ask for explicit user confirmation (yes/no) to proceed. The user will receive follow-up email for how and where to return the item.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be returned, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>think</name>
        <description>Use the tool to think about something. It will not obtain new information or change the database, but just append the thought to the log. Use it when complex reasoning or some cache memory is needed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>thought</name>
                <type>string</type>
                <description>A thought to think about.</description>
            </property>
            </properties>
            <required>thought</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>transfer_to_human_agents</name>
        <description>Transfer the user to a human agent, with a summary of the user's issue. Only transfer if the user explicitly asks for a human agent, or if the user's issue cannot be resolved by the agent with the available tools.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>summary</name>
                <type>string</type>
                <description>A summary of the user's issue.</description>
            </property>
            </properties>
            <required>summary</required>
        </parameters>
    </tool>

 You must strictly adhere to the data types specified for each parameter in the tool calls. If a parameter is an array, format it as an array. If it's a string, provide a string. If it's an object, provide a properly structured object. Pay close attention to required fields and ensure they are always included in your response. Follow the exact structure defined in the tool specification.<user_specific_instructions># Retail agent policy

As a retail agent, you can help users cancel or modify pending orders, return or exchange delivered orders, modify their default user address, or provide information about their own profile, orders, and related products.

- At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id.

- Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id.

- You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user.

- Before taking consequential actions that update the database (cancel, modify, return, exchange), you have to list the action detail and obtain explicit user confirmation (yes) to proceed.

- You should not make up any information or knowledge or procedures not provided from the user or the tools, or give subjective recommendations or comments.

- You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. If you respond to the user, you should not make a tool call.

- You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions.

## Domain basic

- All times in the database are EST and 24 hour based. For example "02:30:00" means 2:30 AM EST.

- Each user has a profile of its email, default address, user id, and payment methods. Each payment method is either a gift card, a paypal account, or a credit card.

- Our retail store has 50 types of products. For each type of product, there are variant items of different options. For example, for a 't shirt' product, there could be an item with option 'color blue size M', and another item with option 'color red size L'.

- Each product has an unique product id, and each item has an unique item id. They have no relations and should not be confused.

- Each order can be in status 'pending', 'processed', 'delivered', or 'cancelled'. Generally, you can only take action on pending or delivered orders.

- Exchange or modify order tools can only be called once. Be sure that all items to be changed are collected into a list before making the tool call!!!

## Cancel pending order

- An order can only be cancelled if its status is 'pending', and you should check its status before taking the action.

- The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation.

- After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days.

## Modify pending order

- An order can only be modified if its status is 'pending', and you should check its status before taking the action.

- For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else.

### Modify payment

- The user can only choose a single payment method different from the original payment method.

- If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount.

- After user confirmation, the order status will be kept 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise in 5 to 7 business days.

### Modify items

- This action can only be called once, and will change the order status to 'pending (items modifed)', and the agent will not be able to modify or cancel the order anymore. So confirm all the details are right and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all items to be modified.

- For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.

- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.

## Return delivered order

- An order can only be returned if its status is 'delivered', and you should check its status before taking the action.

- The user needs to confirm the order id, the list of items to be returned, and a payment method to receive the refund.

- The refund must either go to the original payment method, or an existing gift card.

- After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items.

## Exchange delivered order

- An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged.

- For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.

- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.

- After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.
</user_specific_instructions>

[User]
I should first let the agent know I want to cancel or return my gaming-related items.

User Response:
Hey, I'd like to return some items I purchased recently.

[Assistant] <thought_1>I need to authenticate the user before I can assist with any return requests. I should ask for their email address or name and zip code to locate their user ID in our system.</thought_1><thought_2>Since the user wants to return items, I'll need to get their order details after authentication, including the order ID and the specific items they want to return. I'll also need to check if the order is in "delivered" status since returns are only possible for delivered orders.</thought_2><thought_3>After collecting all necessary information, I'll need to explain the return process and get explicit confirmation before processing the return request.</thought_3><text_output>I'd be happy to help you return some items. First, I'll need to verify your account. Could you please provide your email address associated with your account? Alternatively, I can look up your account with your first name, last name, and zip code.</text_output>

[User]
I'll provide the email address associated with my account for verification.

User Response:
Sure, my email is mia.garcia2723@example.com.

[Assistant]
<thought_1>Now that the user has provided their email address, I need to verify their identity by finding their user ID in our system.</thought_1><tool_call>
    <tool_name>find_user_id_by_email</tool_name>
    <parameters>
        <parameter>
            <parameter_name>email</parameter_name>
            <parameter_value>mia.garcia2723@example.com</parameter_value>
        </parameter>
    </parameters>
</tool_call>

[User]
Result from find_user_id_by_email tool
: mia_garcia_4516

[Assistant]
<thought_1>I've successfully authenticated the user with the email "mia.garcia2723@example.com" and found their user ID: "mia_garcia_4516".</thought_1><thought_2>Now I need to retrieve the user's account details to see their order history and identify the items they want to return.</thought_2><tool_call>
    <tool_name>get_user_details</tool_name>
    <parameters>
        <parameter>
            <parameter_name>user_id</parameter_name>
            <parameter_value>mia_garcia_4516</parameter_value>
        </parameter>
    </parameters>
</tool_call>

[User]
Result from get_user_details tool
: {"name": {"first_name": "Mia", "last_name": "Garcia"}, "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "email": "mia.garcia2723@example.com", "payment_methods": {"paypal_9497703": {"source": "paypal", "id": "paypal_9497703"}, "credit_card_3124723": {"source": "credit_card", "brand": "visa", "last_four": "7285", "id": "credit_card_3124723"}}, "orders": ["#W5490111", "#W7387996"]}

[Assistant]
<thought_1>I've retrieved Mia Garcia's account details, which show she has two orders: #W5490111 and #W7387996. Before I can assist with the return, I need to know which order contains the items she wants to return and check if the order status is "delivered" (as returns are only possible for delivered orders).</thought_1><thought_2>I'll need to get details for both orders to determine which one contains the items she wants to return. Let me start by checking the details of order #W5490111.</thought_2><tool_call>
    <tool_name>get_order_details</tool_name>
    <parameters>
        <parameter>
            <parameter_name>order_id</parameter_name>
            <parameter_value>#W5490111</parameter_value>
        </parameter>
    </parameters>
</tool_call>

[User]
Result from get_order_details tool
: {"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "status": "delivered", "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}]}

[Assistant]
<thought_1>I've now retrieved details for order #W5490111. This order has status "delivered", which means the items from this order are eligible for return. The order contains four items: Water Bottle, Mechanical Keyboard, Action Camera, and Backpack.</thought_1><thought_2>Let me also check the details of the other order (#W7387996) to have a complete picture of all the possible items the user might want to return.</thought_2><tool_call>
    <tool_name>get_order_details</tool_name>
    <parameters>
        <parameter>
            <parameter_name>order_id</parameter_name>
            <parameter_value>#W7387996</parameter_value>
        </parameter>
    </parameters>
</tool_call>


[System]
You are a model with advanced reasoning capabilities. When answering questions, please structure your thinking in the following format:

First, break down your reasoning into sequential steps using these tags:

    <thought_1>Your first step of reasoning goes here...</thought_1>
    <thought_2>Your second step of reasoning goes here...</thought_2>
    ...
    <thought_n>Your final step of reasoning goes here...</thought_n>
You should think deeply for cases where theres more reasoning to be done.

After your reasoning steps, conclude with ONE of these output formats:

Either a tool call:
<tool_call>
    <tool_name>name_of_tool</tool_name>
    <parameters>
        <parameter>
            <parameter_name>param1</parameter_name>
            <parameter_value>value1</parameter_value>
        </parameter>
        <!-- Add more parameters as needed -->
    </parameters>
</tool_call>

Or a text response:
<text_output>Your final answer or response goes here...</text_output>

IMPORTANT: When making tool calls, follow these rules:
1. Use EXACTLY the format shown above with proper XML tags
2. Make sure all XML tags are properly closed
3. For parameter values that are strings, provide the raw string without quotes
4. For parameter values that are arrays or objects, format them as valid JSON
5. Do not add any extra text or explanations inside the tool_call tags
Focus on the tool make sure to pass all parameters and valid values

Available tools:
    <tool>
        <type>function</type>
        <name>calculate</name>
        <description>Calculate the result of a mathematical expression.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>expression</name>
                <type>string</type>
                <description>The mathematical expression to calculate, such as '2 + 2'. The expression can contain numbers, operators (+, -, *, /), parentheses, and spaces.</description>
            </property>
            </properties>
            <required>expression</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>cancel_pending_order</name>
        <description>Cancel a pending order. If the order is already processed or delivered, it cannot be cancelled. The agent needs to explain the cancellation detail and ask for explicit user confirmation (yes/no) to proceed. If the user confirms, the order status will be changed to 'cancelled' and the payment will be refunded. The refund will be added to the user's gift card balance immediately if the payment was made using a gift card, otherwise the refund would take 5-7 business days to process. The function returns the order details after the cancellation.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>reason</name>
                <type>string</type>
                <description>The reason for cancellation, which should be either 'no longer needed' or 'ordered by mistake'.</description>
                <enum>no longer needed, ordered by mistake</enum>
            </property>
            </properties>
            <required>order_id, reason</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>exchange_delivered_order_items</name>
        <description>Exchange items in a delivered order to new items of the same product type. For a delivered order, return or exchange can be only done once by the agent. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be exchanged, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>new_item_ids</name>
                <type>array</type>
                <description>The item ids to be exchanged for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, new_item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>find_user_id_by_email</name>
        <description>Find user id by email. If the user is not found, the function will return an error message.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>email</name>
                <type>string</type>
                <description>The email of the user, such as 'something@example.com'.</description>
            </property>
            </properties>
            <required>email</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>find_user_id_by_name_zip</name>
        <description>Find user id by first name, last name, and zip code. If the user is not found, the function will return an error message. By default, find user id by email, and only call this function if the user is not found by email or cannot remember email.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>first_name</name>
                <type>string</type>
                <description>The first name of the customer, such as 'John'.</description>
            </property>
            <property>
                <name>last_name</name>
                <type>string</type>
                <description>The last name of the customer, such as 'Doe'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code of the customer, such as '12345'.</description>
            </property>
            </properties>
            <required>first_name, last_name, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_order_details</name>
        <description>Get the status and details of an order.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            </properties>
            <required>order_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_product_details</name>
        <description>Get the inventory details of a product.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>product_id</name>
                <type>string</type>
                <description>The product id, such as '6086499569'. Be careful the product id is different from the item id.</description>
            </property>
            </properties>
            <required>product_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>get_user_details</name>
        <description>Get the details of a user, including their orders.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The user id, such as 'sara_doe_496'.</description>
            </property>
            </properties>
            <required>user_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>list_all_product_types</name>
        <description>List the name and product id of all product types. Each product type has a variety of different items with unique item ids and options. There are only 50 product types in the store.</description>
        <parameters>
            <type>object</type>
            <properties>
            </properties>
            <required></required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_address</name>
        <description>Modify the shipping address of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>address1</name>
                <type>string</type>
                <description>The first line of the address, such as '123 Main St'.</description>
            </property>
            <property>
                <name>address2</name>
                <type>string</type>
                <description>The second line of the address, such as 'Apt 1' or ''.</description>
            </property>
            <property>
                <name>city</name>
                <type>string</type>
                <description>The city, such as 'San Francisco'.</description>
            </property>
            <property>
                <name>state</name>
                <type>string</type>
                <description>The state, such as 'CA'.</description>
            </property>
            <property>
                <name>country</name>
                <type>string</type>
                <description>The country, such as 'USA'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code, such as '12345'.</description>
            </property>
            </properties>
            <required>order_id, address1, address2, city, state, country, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_items</name>
        <description>Modify items in a pending order to new items of the same product type. For a pending order, this function can only be called once. The agent needs to explain the exchange detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be modified, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>new_item_ids</name>
                <type>array</type>
                <description>The item ids to be modified for, each such as '1008292230'. There could be duplicate items in the list. Each new item id should match the item id in the same position and be of the same product.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, new_item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_pending_order_payment</name>
        <description>Modify the payment method of a pending order. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>modify_user_address</name>
        <description>Modify the default address of a user. The agent needs to explain the modification detail and ask for explicit user confirmation (yes/no) to proceed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>user_id</name>
                <type>string</type>
                <description>The user id, such as 'sara_doe_496'.</description>
            </property>
            <property>
                <name>address1</name>
                <type>string</type>
                <description>The first line of the address, such as '123 Main St'.</description>
            </property>
            <property>
                <name>address2</name>
                <type>string</type>
                <description>The second line of the address, such as 'Apt 1' or ''.</description>
            </property>
            <property>
                <name>city</name>
                <type>string</type>
                <description>The city, such as 'San Francisco'.</description>
            </property>
            <property>
                <name>state</name>
                <type>string</type>
                <description>The state, such as 'CA'.</description>
            </property>
            <property>
                <name>country</name>
                <type>string</type>
                <description>The country, such as 'USA'.</description>
            </property>
            <property>
                <name>zip</name>
                <type>string</type>
                <description>The zip code, such as '12345'.</description>
            </property>
            </properties>
            <required>user_id, address1, address2, city, state, country, zip</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>return_delivered_order_items</name>
        <description>Return some items of a delivered order. The order status will be changed to 'return requested'. The agent needs to explain the return detail and ask for explicit user confirmation (yes/no) to proceed. The user will receive follow-up email for how and where to return the item.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>order_id</name>
                <type>string</type>
                <description>The order id, such as '#W0000000'. Be careful there is a '#' symbol at the beginning of the order id.</description>
            </property>
            <property>
                <name>item_ids</name>
                <type>array</type>
                <description>The item ids to be returned, each such as '1008292230'. There could be duplicate items in the list.</description>
                <items>
                    <type>string</type>
                </items>
            </property>
            <property>
                <name>payment_method_id</name>
                <type>string</type>
                <description>The payment method id to pay or receive refund for the item price difference, such as 'gift_card_0000000' or 'credit_card_0000000'. These can be looked up from the user or order details.</description>
            </property>
            </properties>
            <required>order_id, item_ids, payment_method_id</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>think</name>
        <description>Use the tool to think about something. It will not obtain new information or change the database, but just append the thought to the log. Use it when complex reasoning or some cache memory is needed.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>thought</name>
                <type>string</type>
                <description>A thought to think about.</description>
            </property>
            </properties>
            <required>thought</required>
        </parameters>
    </tool>

    <tool>
        <type>function</type>
        <name>transfer_to_human_agents</name>
        <description>Transfer the user to a human agent, with a summary of the user's issue. Only transfer if the user explicitly asks for a human agent, or if the user's issue cannot be resolved by the agent with the available tools.</description>
        <parameters>
            <type>object</type>
            <properties>
            <property>
                <name>summary</name>
                <type>string</type>
                <description>A summary of the user's issue.</description>
            </property>
            </properties>
            <required>summary</required>
        </parameters>
    </tool>

 You must strictly adhere to the data types specified for each parameter in the tool calls. If a parameter is an array, format it as an array. If it's a string, provide a string. If it's an object, provide a properly structured object. Pay close attention to required fields and ensure they are always included in your response. Follow the exact structure defined in the tool specification.<user_specific_instructions># Retail agent policy

As a retail agent, you can help users cancel or modify pending orders, return or exchange delivered orders, modify their default user address, or provide information about their own profile, orders, and related products.

- At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id.

- Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id.

- You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user.

- Before taking consequential actions that update the database (cancel, modify, return, exchange), you have to list the action detail and obtain explicit user confirmation (yes) to proceed.

- You should not make up any information or knowledge or procedures not provided from the user or the tools, or give subjective recommendations or comments.

- You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. If you respond to the user, you should not make a tool call.

- You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions.

## Domain basic

- All times in the database are EST and 24 hour based. For example "02:30:00" means 2:30 AM EST.

- Each user has a profile of its email, default address, user id, and payment methods. Each payment method is either a gift card, a paypal account, or a credit card.

- Our retail store has 50 types of products. For each type of product, there are variant items of different options. For example, for a 't shirt' product, there could be an item with option 'color blue size M', and another item with option 'color red size L'.

- Each product has an unique product id, and each item has an unique item id. They have no relations and should not be confused.

- Each order can be in status 'pending', 'processed', 'delivered', or 'cancelled'. Generally, you can only take action on pending or delivered orders.

- Exchange or modify order tools can only be called once. Be sure that all items to be changed are collected into a list before making the tool call!!!

## Cancel pending order

- An order can only be cancelled if its status is 'pending', and you should check its status before taking the action.

- The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation.

- After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days.

## Modify pending order

- An order can only be modified if its status is 'pending', and you should check its status before taking the action.

- For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else.

### Modify payment

- The user can only choose a single payment method different from the original payment method.

- If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount.

- After user confirmation, the order status will be kept 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise in 5 to 7 business days.

### Modify items

- This action can only be called once, and will change the order status to 'pending (items modifed)', and the agent will not be able to modify or cancel the order anymore. So confirm all the details are right and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all items to be modified.

- For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.

- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.

## Return delivered order

- An order can only be returned if its status is 'delivered', and you should check its status before taking the action.

- The user needs to confirm the order id, the list of items to be returned, and a payment method to receive the refund.

- The refund must either go to the original payment method, or an existing gift card.

- After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items.

## Exchange delivered order

- An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged.

- For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe.

- The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference.

- After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.
</user_specific_instructions>

[User]
I need to start by finding out the tracking number for my lost tablet.

User Response:
Hey, I need the tracking number for a tablet I ordered that's gone missing.

[Assistant]
<thought_1>I need to authenticate the user before I can provide any order information. To do this, I'll need to get the user's email address or their full name and zip code to locate their account.</thought_1><thought_2>The user has mentioned a lost tablet, which suggests they're looking for tracking information for a delivered or in-transit order. Once I authenticate them, I can look up their order details to find the tracking information.</thought_2><thought_3>I should clarify that I need to verify their identity first before I can access any order information, including tracking numbers.</thought_3><text_output>I'd be happy to help you find the tracking number for your tablet order. Before I can access your order information, I'll need to verify your identity.

Could you please provide me with the email address associated with your account?

Alternatively, if you don't remember the email you used, I can also look up your account with your first name, last name, and zip code.</text_output>

[User]
I prefer giving minimal information, so I'll opt to provide only my name and zip code for verification.

User Response:
You can find me with my name, Olivia Lopez, and my zip is 76171.

[Assistant]
<thought_1>The user prefers to provide minimal information and has given me their name (Olivia Lopez) and zip code (76171). I'll use this information to try to locate their account using the find_user_id_by_name_zip function.</thought_1><thought_2>I need to extract the first name and last name from the provided full name. The first name appears to be "Olivia" and the last name appears to be "Lopez".</thought_2><tool_call>
    <tool_name>find_user_id_by_name_zip</tool_name>
    <parameters>
        <parameter>
            <parameter_name>first_name</parameter_name>
            <parameter_value>Olivia</parameter_value>
        </parameter>
        <parameter>
            <parameter_name>last_name</parameter_name>
            <parameter_value>Lopez</parameter_value>
        </parameter>
        <parameter>
            <parameter_name>zip</parameter_name>
            <parameter_value>76171</parameter_value>
        </parameter>
    </parameters>
</tool_call>

[User]
Result from find_user_id_by_name_zip tool
: Error: user not found

[Assistant]
<thought_1>I received an error that the user was not found using the name "Olivia Lopez" and zip code "76171". This could mean a few things: the name might be spelled differently in the system, the zip code might be incorrect, or the account might be registered under a different name or zip code.</thought_1><thought_2>I should inform the user about this error and ask if there's a possibility they used a different name, zip code, or perhaps they would be willing to try authentication via email instead.</thought_2><text_output>I'm sorry, but I wasn't able to find an account matching the name "Olivia Lopez" with zip code 76171 in our system.

This could be due to a few reasons:
- The name might be spelled differently in our records
- The zip code might be different than what you provided
- Your account might be under a different name

Would you be willing to verify your identity using your email address instead? This is typically the most reliable way to locate your account. Alternatively, if you think there might be a different name or zip code associated with your account, please let me know.</text_output>

[User]
The information I provided should be correct, but maybe I can just ask directly about refund or reorder options.

User Response:
Can you at least tell me if I can get a refund or reorder the tablet?

[Assistant]
<thought_1>The user is asking about refund or reorder options for their tablet without being authenticated in our system. I cannot provide specific information about their order without first verifying their identity and finding their account.</thought_1><thought_2>I need to explain to the user that authentication is necessary before I can provide any account-specific information or take any actions related to refunds or reorders. This is a security requirement to protect customer information.</thought_2><thought_3>I should offer alternative authentication methods and explain why authentication is required before proceeding with their request.</thought_3><text_output>I understand you're interested in refund or reorder options for your tablet. However, I'm unable to provide specific information about your order or process any refunds/reorders without first verifying your identity. This is an important security measure to protect your account and order information.

Since we couldn't locate your account with the name and zip code provided, would you be willing to try authenticating with your email address? This would allow me to access your order history and properly assist you with refund or reorder options for your tablet.

Alternatively, if you have your order number, that could also help us locate your specific order.</text_output>