Symptom
When a customer asks a follow-up question like "Actually can you also check #SF-40822?", the intent classifier falls back to general_inquiry instead of recognizing it as order_status. The customer gets a generic FAQ response instead of their actual order details.
What you know
The intent classifier returns a confidence score between 0 and 1. Messages are classified as their detected intent only if the confidence meets a threshold of 0.70. Otherwise, the system falls back to general_inquiry.
For follow-up order queries without conversation history, the classifier returns a confidence of exactly 0.70 — right at the threshold boundary. But the message is still being classified as general_inquiry.
Pipeline Flow
Customer Message → Session Loader → Intent Classifier → Action Executor → Response Generator
↑
Confidence threshold = 0.70
Log excerpt
[classifier] Classifying message
input="Actually can you also check #SF-40822?"
result={ intent: "order_status", confidence: 0.70 }
[classifier] Intent resolved
intent=general_inquiry
confidence=0.70
method=fallback
Hints
TypeScript
TypeScript ready
Test Output
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