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The General Inquiries service handles common customer questions about the restaurant through the Agente General (General Agent). This agent provides quick, accurate responses to frequently asked questions without requiring complex database queries.

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How It Works

When the Clasificador agent detects a general inquiry (questions about location, hours, payment methods), it routes the conversation to the Agente General.
1

Classification

The system classifies messages as GENERAL when:
  • Customer asks about location: “¿Dónde quedan?”
  • Inquires about hours: “¿Hasta qué hora atienden?”
  • Asks about payment: “¿Aceptan Yape?”
  • No clear ordering or reservation intent is detected
2

Information Retrieval

Wilson uses the buscar_info_general tool (a code-based tool) to retrieve static information about:
  • Business location (Chiclayo with Google Maps link)
  • Payment methods (Yape, Plin, Efectivo, Tarjeta)
  • Operating hours
  • Social media links
  • Contact information
3

Response Delivery

The agent provides direct answers with relevant emojis (🦐👋) maintaining the friendly Wilson personality.

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Agent Personality

Wilson - Info is characterized by:
  • Role: Customer service assistant for Picantería Lurwis in Chiclayo
  • Tone: Friendly, fast, charismatic
  • Style: Uses seafood and service emojis 🦐👋
  • Behavior: Silent tool execution (never narrates “I’m checking…” or “Let me search…”)
The agent is programmed to execute tools invisibly and respond with final information only. Customers never see internal processing messages.

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Critical Rules

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Silent Tool Execution

The agent has absolute prohibition against narrating its actions: ❌ NEVER say:
  • “Voy a consultar…”
  • “Déjame revisar…”
  • “Un momento…”
  • “Estoy buscando…”
✅ ALWAYS respond with direct information:
  • “Estamos ubicados en Chiclayo, Perú. Aquí está el mapa: [link]”
  • “Aceptamos Yape, Plin, Efectivo y Tarjeta”

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No Hallucinations

The agent must NEVER invent:
  • Operating hours
  • Addresses or locations
  • Prices or menu items
  • Availability information
If the customer asks about topics outside the general information scope (specific prices, table availability), the agent politely explains that other departments handle those inquiries.

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Order Intent Detection

If the agent detects that a customer wants to order food or see the menu during a general inquiry conversation, it must:
  1. Stop providing informational responses
  2. Invite the customer to switch departments
  3. Provide exact instruction: “Si deseas ver nuestro menú y ordenar, por favor responde a este mensaje diciendo exactamente: Quiero hacer un pedido 📝🦐“

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Information Provided

The buscar_info_general tool provides responses about:
Full Address (hardcoded in FAQ tool):
  • City: Chiclayo, Perú
  • District: Ciudad de Dios, San José
  • Lot: MZG_LT24, Cd de Dios 14013
  • Google Maps link: https://maps.app.goo.gl/1DKHY1HEaqDwG5LJA
  • Service area: “Todo Lambayeque” (all of Lambayeque region)
  • Delivery charge: 2 soles por envase descartable
Example Response: “Nos encontramos en Chiclayo 🏙️. Aquí está nuestra ubicación exacta: [Google Maps URL]”
Accepted payments:
  • Yape 📱
  • Plin 📱
  • Efectivo (Cash) 💵
  • Tarjeta (Card) 💳
Example: “Aceptamos Yape, Plin, Efectivo y Tarjeta para tu comodidad 💳”
Configuration Discrepancy: The workflow code validates business hours as 10 AM-11 PM daily, but the FAQ tool response says “Monday-Sunday 11 AM-5 PM, closed Tuesday”. This inconsistency exists in the source code and should be resolved.
Workflow Validation Hours:
  • Code Check: 10:00 AM - 11:00 PM daily (America/Lima timezone)
  • Customers receive “Local Cerrado” message outside these hours
FAQ Tool Response (what customers are told):
  • Monday-Sunday: 11:00 AM - 5:00 PM
  • Tuesday: Closed (no service)
Action Required: Update either the validation logic or the FAQ response to match actual restaurant hours.
Provides links to:
  • Facebook page
  • Instagram profile
  • WhatsApp contact (if different from current chat)
  • Website (if available)

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Conversation Examples

Customer: Hola, ¿dónde quedan?Wilson: ¡Hola! 👋 Nos encontramos en Chiclayo, Perú 🏙️. Aquí está nuestra ubicación exacta en Google Maps: [link]¿Hay algo más en lo que pueda ayudarte? 🦐
Customer: ¿Aceptan Yape?Wilson: ¡Claro que sí! 📱 Aceptamos Yape, Plin, Efectivo y Tarjeta para tu mayor comodidad 💳¿Te gustaría hacer un pedido?
Customer: ¿Hasta qué hora atienden? Quiero pedir comidaWilson: Nuestro horario es de 10:00 AM a 11:00 PM todos los días 🦐Veo que quieres hacer un pedido. Si deseas ver nuestro menú y ordenar, por favor responde a este mensaje diciendo exactamente: Quiero hacer un pedido 📝🦐

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Out-of-Scope Handling

When customers ask questions beyond general information: Specific Prices: “Para consultar precios específicos de nuestros platos, por favor di: Quiero hacer un pedido y te mostraré el menú completo con precios.” Table Availability: “Para reservas de mesa, permíteme transferirte con nuestro equipo de reservas. [Transfer logic pending implementation]” Event Bookings: “Para eventos especiales y reserva del local completo, permíteme conectarte con nuestro coordinador de eventos. [Transfer logic pending implementation]”
The general inquiries agent should NOT attempt to answer questions about:
  • Specific dish availability
  • Real-time table availability
  • Pricing for individual menu items
  • Order status (this requires order history access)

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Technical Details

Agent Model: Google Gemini (fast chat model for quick responses) Memory: MongoDB collection historial_general (10 message context window) Tools: Custom code tool buscar_info_general with static data responses Response Format: WhatsApp-formatted text with emojis

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System Prompt Structure

The agent operates under these core directives: 
<rol>
Eres Wilson - Info, el asistente de atención al cliente de la 
Picantería Lurwis en Chiclayo. Eres amable, rápido, carismático 
y usas emojis de comida marina o atención 🦐👋.
</rol>

<reglas_criticas>
1. SILENCIO ABSOLUTO SOBRE TUS HERRAMIENTAS
2. Ejecuta la herramienta 'buscar_info_general' de forma invisible
3. NO ALUCINAR: NUNCA inventes horarios, direcciones o precios
4. FUERA DE CONTEXTO: Deriva a otras áreas cuando sea necesario
</reglas_criticas>

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Integration Points

  • Clasificador Agent: Receives GENERAL-classified conversations
  • MongoDB Memory: Maintains conversation context via historial_general
  • WhatsApp API: Sends formatted responses with proper emoji rendering
  • Operating Hours Check: Inherits from main processor’s business hours validation

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Future Enhancements

The general inquiries service is currently functional but may be enhanced with:
  • Dynamic FAQ database (currently uses static code responses)
  • Multi-language support (English/Spanish)
  • Integration with live chat for complex inquiries
  • Analytics on most common questions

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See Also

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