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.

Customer Message → Session Loader → Intent Classifier → Action Executor → Response Generator
                                     ↑
                              Confidence threshold = 0.70

[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