Workflow State and the Ledger

A multi-turn workflow needs a reliable memory of what has happened. That is different from merely sending the whole chat history back to an LLM.

A workflow ledger can store structured, validated facts such as:

{
  "customer_verified": true,
  "transaction_id": "txn_example_123",
  "dispute_reason": "unrecognized_transaction",
  "replacement_card_requested": null,
  "action_confirmed": false
}

The ledger should distinguish between:

• Unknown: No usable answer has been collected yet.
• Known: A value has been collected and validated.
• Pending: A required question or confirmation is still open.
• Completed: A permitted action or workflow step has finished.

This prevents the system from treating conversational wording as authoritative state.