diff --git a/src/modules/1-intake/routes/simulator.js b/src/modules/1-intake/routes/simulator.js
index b76adff..1dc2c35 100644
--- a/src/modules/1-intake/routes/simulator.js
+++ b/src/modules/1-intake/routes/simulator.js
@@ -16,6 +16,7 @@ import { makeGetSettings, makeSaveSettings } from "../../0-ui/controllers/settin
 import { makeDeleteConversation, makeDeleteUser, makeListUsers, makeRetryLast } from "../../0-ui/controllers/admin.js";
 import { makeListOrders, makeGetOrderStats, makeGetProductsWithStock, makeCreateTestOrder } from "../../0-ui/controllers/testing.js";
 import { getRewriterMetrics } from "../../3-turn-engine/replyRewriter.js";
+import { getAgentMetrics } from "../../3-turn-engine/agent/runTurn.js";
 
 function nowIso() {
   return new Date().toISOString();
@@ -52,6 +53,7 @@ export function createSimulatorRouter({ tenantId }) {
    */
   router.post("/sim/send", makeSimSend());
   router.get("/api/metrics/rewriter", (req, res) => res.json(getRewriterMetrics()));
+  router.get("/api/metrics/agent", (req, res) => res.json(getAgentMetrics()));
 
   router.get("/conversations", makeGetConversations(getTenantId));
   router.get("/conversations/state", makeGetConversationState(getTenantId));
diff --git a/src/modules/2-identity/services/pipeline.js b/src/modules/2-identity/services/pipeline.js
index 201ae0c..638fe6f 100644
--- a/src/modules/2-identity/services/pipeline.js
+++ b/src/modules/2-identity/services/pipeline.js
@@ -128,12 +128,15 @@ const prev = await touchConversationState({ tenant_id: tenantId, wa_chat_id: cha
   mark("start");
   const stageDebug = dbg.perf;
   mark("after_touchConversationState");
-  // Detectar conversación nueva (más de 24 horas sin actividad)
-  const staleThresholdMs = 24 * 60 * 60 * 1000; // 24 horas
+  // TTL stale: 24h general, 7d si la conversación quedó PAUSED, sin TTL si AWAITING_HUMAN.
+  const stateNow = prev?.state || "IDLE";
+  let staleThresholdMs = 24 * 60 * 60 * 1000;
+  if (stateNow === "PAUSED") staleThresholdMs = 7 * 24 * 60 * 60 * 1000;
+  if (stateNow === "AWAITING_HUMAN") staleThresholdMs = Infinity;
   const isStale =
     prev?.state_updated_at &&
     Date.now() - new Date(prev.state_updated_at).getTime() > staleThresholdMs;
-  const prev_state = isStale ? "IDLE" : prev?.state || "IDLE";
+  const prev_state = isStale ? "IDLE" : stateNow;
 let externalCustomerId = await getExternalCustomerIdByChat({
     tenant_id: tenantId,
     wa_chat_id: chat_id,
diff --git a/src/modules/3-turn-engine/agent/customerProfile.js b/src/modules/3-turn-engine/agent/customerProfile.js
new file mode 100644
index 0000000..186b6ae
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/customerProfile.js
@@ -0,0 +1,112 @@
+/**
+ * customerProfile — perfil del cliente para "lo de siempre".
+ *
+ * Lookup por teléfono (extraído del chat_id WhatsApp) en woo_orders_cache.
+ * Agrupa items por woo_product_id en los últimos 6 meses, top 5 frequent_items.
+ *
+ * Cache 10 min por chat_id.
+ */
+
+import { pool } from "../../shared/db/pool.js";
+
+const CACHE_TTL_MS = 10 * 60 * 1000;
+const _cache = new Map();
+
+function phoneFromChatId(chatId) {
+  if (!chatId) return null;
+  // chat_id típico: "5491133230322@s.whatsapp.net"
+  const m = /^(\d+)/.exec(String(chatId));
+  return m ? m[1] : null;
+}
+
+function normalizePhone(p) {
+  return String(p || "").replace(/[^\d]/g, "");
+}
+
+/**
+ * Devuelve perfil del cliente o null si no hay datos.
+ */
+export async function getCustomerProfile({ tenantId, chat_id }) {
+  if (!tenantId || !chat_id) return null;
+  const cacheKey = `${tenantId}:${chat_id}`;
+  const cached = _cache.get(cacheKey);
+  if (cached && Date.now() - cached.t < CACHE_TTL_MS) return cached.value;
+
+  const phone = phoneFromChatId(chat_id);
+  if (!phone) {
+    _cache.set(cacheKey, { value: null, t: Date.now() });
+    return null;
+  }
+
+  try {
+    const profile = await fetchProfile({ tenantId, phone });
+    _cache.set(cacheKey, { value: profile, t: Date.now() });
+    return profile;
+  } catch (err) {
+    console.error("[customerProfile] error:", err?.message || err);
+    return null;
+  }
+}
+
+async function fetchProfile({ tenantId, phone }) {
+  const phoneClean = normalizePhone(phone);
+  if (!phoneClean) return null;
+
+  // Match phones que terminen igual (los Woo a veces vienen con +54 o sin)
+  const phoneSuffix = phoneClean.slice(-8);
+
+  const orderSql = `
+    SELECT id, woo_order_id, total, date_created,
+           shipping_address_1, shipping_address_2, shipping_city, customer_name
+    FROM woo_orders_cache
+    WHERE tenant_id = $1
+      AND regexp_replace(coalesce(customer_phone,''), '\\D', '', 'g') LIKE '%' || $2
+      AND date_created > NOW() - INTERVAL '6 months'
+    ORDER BY date_created DESC
+    LIMIT 30
+  `;
+  const { rows: orders } = await pool.query(orderSql, [tenantId, phoneSuffix]);
+  if (orders.length === 0) {
+    return { is_returning: false, last_order_at: null, frequent_items: [], preferred_address: null };
+  }
+
+  const orderIds = orders.map((o) => o.woo_order_id);
+  const itemsSql = `
+    SELECT woo_product_id, product_name, sell_unit,
+           COUNT(*) AS times,
+           SUM(quantity) AS total_qty,
+           AVG(quantity) AS avg_qty
+    FROM woo_order_items
+    WHERE tenant_id = $1 AND woo_order_id = ANY($2::bigint[]) AND woo_product_id IS NOT NULL
+    GROUP BY woo_product_id, product_name, sell_unit
+    ORDER BY times DESC, total_qty DESC
+    LIMIT 5
+  `;
+  const { rows: items } = await pool.query(itemsSql, [tenantId, orderIds]);
+
+  const frequent_items = items.map((it) => ({
+    woo_id: Number(it.woo_product_id),
+    name: it.product_name,
+    times_ordered: Number(it.times),
+    avg_qty: Number(it.avg_qty),
+    avg_unit: it.sell_unit || null,
+  }));
+
+  const lastOrder = orders[0];
+  const preferredAddress = [lastOrder.shipping_address_1, lastOrder.shipping_address_2, lastOrder.shipping_city]
+    .filter(Boolean)
+    .join(", ");
+
+  return {
+    is_returning: true,
+    last_order_at: lastOrder.date_created,
+    customer_name: lastOrder.customer_name || null,
+    frequent_items,
+    preferred_address: preferredAddress || null,
+    total_orders_last_6m: orders.length,
+  };
+}
+
+export function invalidateCustomerProfileCache(chat_id) {
+  for (const k of _cache.keys()) if (k.endsWith(`:${chat_id}`)) _cache.delete(k);
+}
diff --git a/src/modules/3-turn-engine/agent/runTurn.js b/src/modules/3-turn-engine/agent/runTurn.js
new file mode 100644
index 0000000..4590c87
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/runTurn.js
@@ -0,0 +1,319 @@
+/**
+ * runTurn — Punto de entrada del agente tool-calling.
+ *
+ * Reemplaza turnEngineV3 cuando AGENT_TURN_ENGINE=1.
+ * Mantiene la firma compatible con pipeline.js:
+ *   runTurnAgent({ tenantId, chat_id, text, prev_state, prev_context, conversation_history })
+ *     → { plan, decision }
+ */
+
+import OpenAI from "openai";
+import { migrateOldContext, createEmptyOrder } from "../orderModel.js";
+import { getStoreConfig } from "../../0-ui/db/settingsRepo.js";
+import { ConversationState, safeNextState } from "../fsm.js";
+import { buildWorkingMemory } from "./workingMemory.js";
+import { buildSystemPrompt } from "./systemPrompt.js";
+import { TOOL_SCHEMAS } from "./tools/schemas.js";
+import { executeToolCall } from "./tools/executor.js";
+import { getCustomerProfile } from "./customerProfile.js";
+import { debug as dbg } from "../../shared/debug.js";
+
+const MAX_TOOL_CALLS = parseInt(process.env.AGENT_MAX_TOOL_CALLS || "10", 10);
+const TURN_TIMEOUT_MS = parseInt(process.env.AGENT_TURN_TIMEOUT_MS || "20000", 10);
+
+// Métricas in-memory: turns/calls, fallback rate, escalation rate, avg duration.
+const _metrics = {
+  turns: 0,
+  total_tool_calls: 0,
+  total_llm_calls: 0,
+  total_duration_ms: 0,
+  fallback_used: 0,
+  llm_errors: 0,
+  escalations: 0,
+  pauses: 0,
+  orders_confirmed: 0,
+};
+
+export function getAgentMetrics() {
+  const t = _metrics.turns;
+  return {
+    turns: t,
+    avg_tool_calls_per_turn: t ? +(_metrics.total_tool_calls / t).toFixed(2) : 0,
+    avg_llm_calls_per_turn: t ? +(_metrics.total_llm_calls / t).toFixed(2) : 0,
+    avg_duration_ms: t ? Math.round(_metrics.total_duration_ms / t) : 0,
+    fallback_rate: t ? +(_metrics.fallback_used / t).toFixed(3) : 0,
+    error_rate: t ? +(_metrics.llm_errors / t).toFixed(3) : 0,
+    escalations: _metrics.escalations,
+    pauses: _metrics.pauses,
+    orders_confirmed: _metrics.orders_confirmed,
+  };
+}
+
+export function resetAgentMetrics() {
+  for (const k of Object.keys(_metrics)) _metrics[k] = 0;
+}
+
+let _client = null;
+function getClient() {
+  if (_client) return _client;
+  const apiKey = process.env.OPENAI_API_KEY;
+  if (!apiKey) throw new Error("OPENAI_API_KEY not set");
+  const baseURL = process.env.OPENAI_BASE_URL || undefined;
+  _client = new OpenAI({ apiKey, ...(baseURL ? { baseURL } : {}) });
+  return _client;
+}
+
+function getModel() {
+  return process.env.OPENAI_MODEL || "deepseek-chat";
+}
+
+function withTimeout(promise, ms, label) {
+  return Promise.race([
+    promise,
+    new Promise((_, reject) =>
+      setTimeout(() => reject(new Error(`${label}_timeout_${ms}ms`)), ms)
+    ),
+  ]);
+}
+
+/**
+ * Punto de entrada principal. Mismo signature que runTurnV3.
+ */
+export async function runTurnAgent({
+  tenantId,
+  chat_id,
+  text,
+  prev_state,
+  prev_context,
+  conversation_history,
+}) {
+  const t0 = Date.now();
+  const audit = {
+    trace: { tenantId, chat_id, text_preview: String(text || "").slice(0, 50), prev_state, engine: "agent" },
+    tool_calls: [],
+    llm_calls: 0,
+  };
+
+  // Cargar order, store, last_shown_options, customer_profile
+  const order = migrateOldContext(prev_context);
+  const storeConfig = await getStoreConfig({ tenantId });
+  const lastShownOptions = Array.isArray(prev_context?.last_shown_options)
+    ? prev_context.last_shown_options
+    : [];
+  const customerProfile = await getCustomerProfile({ tenantId, chat_id }).catch((err) => {
+    audit.customer_profile_error = String(err?.message || err);
+    return null;
+  });
+
+  // Construir working memory
+  const wm = buildWorkingMemory({
+    text,
+    order,
+    prev_state: prev_state || "IDLE",
+    conversation_history,
+    storeConfig,
+    customerProfile,
+    lastShownOptions,
+  });
+
+  // Estado mutable que los tools mutan
+  const ctx = {
+    tenantId,
+    chat_id,
+    order: { ...order, last_shown_options: lastShownOptions },
+    pending_actions: [],
+    last_shown_options: [...lastShownOptions],
+    storeConfig,
+    say_text: null,
+    paused: false,
+    paused_until: order.paused_until ?? null,
+    awaiting_human: false,
+    awaiting_human_reason: null,
+    fsm_state: prev_state || "IDLE",
+  };
+
+  // Mensajes para el LLM
+  const systemPrompt = buildSystemPrompt({ storeName: storeConfig?.name });
+  const messages = [
+    { role: "system", content: systemPrompt },
+    { role: "user", content: JSON.stringify({ working_memory: wm }) },
+  ];
+
+  // Loop tool-calling
+  const client = getClient();
+  const model = getModel();
+  let turnDone = false;
+  let llmError = null;
+
+  try {
+    for (let i = 0; i < MAX_TOOL_CALLS && !turnDone; i++) {
+      audit.llm_calls++;
+      const elapsed = Date.now() - t0;
+      const remaining = Math.max(2000, TURN_TIMEOUT_MS - elapsed);
+
+      if (dbg.llm) console.log("[agent] llm.request", { model, iteration: i, remaining_ms: remaining });
+
+      const resp = await withTimeout(
+        client.chat.completions.create({
+          model,
+          temperature: 0.4,
+          max_tokens: 600,
+          tools: TOOL_SCHEMAS,
+          tool_choice: "required",
+          messages,
+        }),
+        remaining,
+        "agent_llm"
+      );
+
+      const msg = resp?.choices?.[0]?.message || {};
+      messages.push({ role: "assistant", content: msg.content || "", tool_calls: msg.tool_calls || [] });
+
+      const calls = msg.tool_calls || [];
+      if (!calls.length) {
+        // Sin tool calls → forzar say con fallback y salir
+        audit.no_tool_calls = true;
+        ctx.say_text = ctx.say_text || msg.content || "Disculpame, no te entendí. ¿Me lo decís de otra forma?";
+        turnDone = true;
+        break;
+      }
+
+      for (const call of calls) {
+        const obs = await executeToolCall(call, ctx);
+        audit.tool_calls.push({
+          name: call.function?.name,
+          ok: obs.ok !== false,
+          error: obs.error || null,
+          duration_ms: obs.duration_ms || null,
+        });
+        messages.push({
+          role: "tool",
+          tool_call_id: call.id,
+          content: JSON.stringify(obs),
+        });
+        if (obs.terminal) {
+          turnDone = true;
+        }
+      }
+    }
+  } catch (err) {
+    llmError = String(err?.message || err);
+    audit.llm_error = llmError;
+    if (dbg.llm) console.error("[agent] error", llmError);
+  }
+
+  // Si no hay say, fallback determinista
+  if (!ctx.say_text) {
+    ctx.say_text = pickFallbackReply(ctx, llmError);
+    audit.fallback_used = true;
+  }
+
+  audit.duration_ms = Date.now() - t0;
+
+  // Actualizar métricas
+  _metrics.turns++;
+  _metrics.total_tool_calls += audit.tool_calls.length;
+  _metrics.total_llm_calls += audit.llm_calls;
+  _metrics.total_duration_ms += audit.duration_ms;
+  if (audit.fallback_used) _metrics.fallback_used++;
+  if (audit.llm_error) _metrics.llm_errors++;
+  if (ctx.awaiting_human) _metrics.escalations++;
+  if (ctx.paused) _metrics.pauses++;
+  if (ctx.pending_actions.some((a) => a.type === "create_order")) _metrics.orders_confirmed++;
+
+  // Derivar nextState desde el order resultante
+  const signals = {
+    confirm_order: ctx.pending_actions.some((a) => a.type === "create_order"),
+    shipping_completed: ctx.pending_actions.some((a) => a.type === "create_order"),
+    return_to_cart: false,
+  };
+  // Si el agente pausó la conversación, mantenemos el order pero el next_state
+  // queda guardado en ctx.fsm_state ("PAUSED") para que pipeline lo persista.
+  let nextState;
+  if (ctx.awaiting_human) {
+    nextState = ConversationState.AWAITING_HUMAN;
+  } else if (ctx.paused) {
+    nextState = "PAUSED"; // estado nuevo, fsm.js lo va a permitir tras D7
+  } else {
+    nextState = safeNextState(prev_state, ctx.order, signals).next_state;
+  }
+
+  return {
+    plan: {
+      reply: ctx.say_text,
+      next_state: nextState,
+      intent: detectIntent(audit.tool_calls),
+      missing_fields: [],
+      order_action: ctx.pending_actions[0]?.type || "none",
+      basket_resolved: { items: (ctx.order.cart || []).map(toBasketItem) },
+    },
+    decision: {
+      actions: ctx.pending_actions,
+      context_patch: buildContextPatch(ctx),
+      audit,
+    },
+  };
+}
+
+function pickFallbackReply(ctx, err) {
+  if (ctx.awaiting_human) return "Te paso con un humano que pueda ayudarte.";
+  if (ctx.paused) return "Dale, cuando quieras seguimos.";
+  if (err) return "Disculpame, tuve un problema. ¿Lo intentás de nuevo?";
+  return "No te seguí, ¿me lo decís de otra forma?";
+}
+
+function detectIntent(toolCalls = []) {
+  const names = toolCalls.map((c) => c.name);
+  if (names.includes("confirm_order")) return "confirm_order";
+  if (names.includes("set_address") || names.includes("set_shipping")) return "select_shipping";
+  if (names.includes("escalate_to_human")) return "escalate";
+  if (names.includes("pause")) return "pause";
+  if (names.includes("add_to_cart") || names.includes("set_quantity") || names.includes("select_candidate")) return "add_to_cart";
+  if (names.includes("remove_from_cart")) return "remove_from_cart";
+  if (names.includes("search_catalog")) return "browse";
+  return "other";
+}
+
+function toBasketItem(item) {
+  return {
+    product_id: item.woo_id,
+    woo_product_id: item.woo_id,
+    quantity: item.qty,
+    unit: item.unit,
+    label: item.name,
+    name: item.name,
+    price: item.price,
+  };
+}
+
+function buildContextPatch(ctx) {
+  const order = ctx.order || createEmptyOrder();
+  return {
+    order,
+    order_basket: { items: (order.cart || []).map(toBasketItem) },
+    pending_items: (order.pending || []).map((p) => ({
+      id: p.id,
+      query: p.query,
+      candidates: p.candidates,
+      resolved_product: p.selected_woo_id
+        ? {
+            woo_product_id: p.selected_woo_id,
+            name: p.selected_name,
+            price: p.selected_price,
+            display_unit: p.selected_unit,
+          }
+        : null,
+      quantity: p.qty,
+      unit: p.unit,
+      status: p.status?.toLowerCase() || "needs_type",
+    })),
+    shipping_method:
+      order.is_delivery === true ? "delivery" : order.is_delivery === false ? "pickup" : null,
+    delivery_address: order.shipping_address ? { text: order.shipping_address } : null,
+    woo_order_id: order.woo_order_id,
+    last_shown_options: ctx.last_shown_options || [],
+    paused_until: ctx.paused_until || null,
+    awaiting_human: ctx.awaiting_human || false,
+    awaiting_human_reason: ctx.awaiting_human_reason || null,
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/systemPrompt.js b/src/modules/3-turn-engine/agent/systemPrompt.js
new file mode 100644
index 0000000..959ceca
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/systemPrompt.js
@@ -0,0 +1,76 @@
+/**
+ * System prompt del agente conversacional.
+ *
+ * Se mantiene estático para aprovechar prompt caching. La parte dinámica
+ * (cart, pending, store, history, preparsed) va en el primer user message
+ * como JSON estructurado.
+ */
+
+export function buildSystemPrompt({ storeName = "la carnicería" } = {}) {
+  return `Sos Botino, el empleado virtual de ${storeName} (carnicería argentina).
+Hablás como vendedor: cálido, breve, "vos", sin emojis, sin marketing.
+
+TU TRABAJO ES UNO SOLO: tomar pedidos por WhatsApp.
+1. Entendés lo que pide el cliente y lo anotás en el carrito.
+2. Coordinás envío (delivery o retiro) y dirección si corresponde.
+3. Cerrás el pedido. NO cobrás — el pago lo coordina el comercio aparte.
+
+REGLAS DURAS:
+- NUNCA inventes productos ni precios. Para CUALQUIER producto que el cliente
+  mencione, llamá primero a search_catalog. Si la lista viene vacía, decilo.
+- NUNCA pidas datos que ya están en el contexto (cart, dirección, método).
+- NO ofrezcas promociones, métodos de pago, ni info que no esté en store.
+- Si el cliente mezcla pedido + duda + cambio de tema, resolvé con tools y
+  aclarás lo que falte en say.
+- Si te pide algo fuera de tomar pedidos (queja, cambio, factura, otro idioma),
+  llamá escalate_to_human.
+
+CÓMO PROCESAS UN MENSAJE (user message viene como JSON con working_memory):
+- Releé order.cart, order.pending, last_shown_options, fsm_state, paused_until.
+- preparsed: tiene cantidades parseadas (ej: "media docena" → 6 unit; "1/4 kg"
+  → 0.25 kg). Confiá en eso si su confidence ≥ 0.85.
+- Si user dice "el segundo", "ese", "el primero", "el de arriba", resolvé
+  contra last_shown_options. Si está vacío, pedí que aclare.
+- Si user da SOLO una cantidad ("300 gramos", "media docena") y hay un pending
+  con status=NEEDS_QUANTITY, asumí que es para ese producto y llamá set_quantity.
+- Si user dice "lo de siempre" / "lo mismo de la otra vez", mirá
+  customer_profile.frequent_items. Si hay 1-2 items, ofrecelos con
+  search_catalog para confirmar y un say preguntando si va eso.
+- Si menciona producto genérico ("asado") y el catálogo tiene varios,
+  mostrá top 3-5 con say (numerados). El sistema guarda last_shown_options
+  automáticamente.
+- Si dice "después te digo" / "más tarde" / "ahora no puedo", llamá pause
+  con reason="user_paused" y un say corto tipo "Dale, cuando quieras seguimos".
+
+CÓMO ESCRIBÍS EL say:
+- 1-2 oraciones máximo. Concreto. Sin emojis.
+- Confirmá lo anotado con cantidad y producto: "Va, anoté 500g de Vacío.
+  ¿Algo más?"
+- Cuando preguntás cantidad, mencioná el producto: "¿Cuántas botellas de
+  Chimichurri querés?" — NUNCA "¿cuántas?" pelado.
+- Si no encontraste el producto, sugerí 1-2 alternativas concretas que
+  vinieron del catálogo: "No tengo Chinchulín, pero tengo Mollejas y
+  Riñones. ¿Te sirve alguno?"
+- Cuando cerrás el pedido, listá items y pasás a shipping.
+
+ORDEN DE TOOLS EN UN TURNO TÍPICO:
+1. (opcional) search_catalog si hay producto sin resolver. Llamala UNA VEZ por
+   producto distinto. NO la llames de nuevo con la misma query si ya devolvió
+   resultados — usá los que tenés.
+2. Si search_catalog devolvió 1 candidato fuerte → add_to_cart con qty/unit.
+3. Si devolvió varios candidatos → NO sigas buscando: usá say para pedir que
+   elija entre los top 3-5 (numerados). El sistema guarda last_shown_options.
+4. (opcional) add_to_cart / set_quantity / select_candidate / set_shipping /
+   set_address / confirm_order / remove_from_cart / pause / escalate_to_human.
+5. say SIEMPRE como último tool del turno. Sin say no hay respuesta.
+
+LIMITES TÉCNICOS:
+- Tenés un máximo de 10 tool calls por turno. No los gastes en búsquedas
+  redundantes — si una query ya devolvió X candidatos, NO la repitas.
+- Si después de 2 búsquedas no encontrás nada útil, llamá say pidiendo que el
+  cliente reformule ("no te encontré X, ¿lo decís de otra forma?").
+
+LIMITES OPERATIVOS DEL COMERCIO (NO LOS NEGOCIES):
+- Lo que diga el bloque store del working_memory.
+- Si el cliente pide algo fuera de eso, decí qué es lo que sí podemos.`;
+}
diff --git a/src/modules/3-turn-engine/agent/tools/addToCart.js b/src/modules/3-turn-engine/agent/tools/addToCart.js
new file mode 100644
index 0000000..1633cc6
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/addToCart.js
@@ -0,0 +1,66 @@
+/**
+ * add_to_cart — agrega un producto resuelto al carrito.
+ *
+ * Valida woo_id contra el snapshot (anti-halucinación). Si no existe,
+ * devuelve error obligando re-search.
+ */
+
+import { getSnapshotItemsByIds } from "../../../shared/wooSnapshot.js";
+import { createCartItem } from "../../orderModel.js";
+
+export async function addToCartTool(args, ctx) {
+  const { woo_id, qty, unit } = args;
+
+  // Validar que el producto existe en el snapshot
+  const lookup = await getSnapshotItemsByIds({
+    tenantId: ctx.tenantId,
+    wooProductIds: [woo_id],
+  });
+  const found = (lookup?.items || [])[0];
+  if (!found) {
+    return {
+      ok: false,
+      error: "woo_id_unknown",
+      hint: "Volvé a llamar search_catalog para obtener un woo_id válido.",
+    };
+  }
+
+  // Crear item de carrito
+  const newItem = createCartItem({
+    woo_id,
+    qty,
+    unit,
+    name: found.name,
+    price: found.price ?? null,
+  });
+
+  // Si ya existe el woo_id en el cart, sumamos cantidad
+  const cart = ctx.order.cart || [];
+  const existingIdx = cart.findIndex((c) => Number(c.woo_id) === Number(woo_id));
+  let nextCart;
+  if (existingIdx >= 0) {
+    nextCart = cart.map((c, i) =>
+      i === existingIdx ? { ...c, qty: (c.qty || 0) + qty, unit: c.unit || unit } : c
+    );
+  } else {
+    nextCart = [...cart, newItem];
+  }
+  ctx.order = { ...ctx.order, cart: nextCart };
+
+  // Enqueue add_to_cart action para SSE/UI (reutiliza shape existente)
+  ctx.pending_actions.push({ type: "add_to_cart", payload: newItem });
+
+  // Reset failed_searches si hubiera
+  if (ctx.order.failed_searches) {
+    ctx.order = { ...ctx.order, failed_searches: { count: 0 } };
+  }
+
+  // Limpiar last_shown_options — ya resolvió la elección
+  ctx.last_shown_options = [];
+
+  return {
+    ok: true,
+    cart_size: nextCart.length,
+    added: { woo_id, name: found.name, qty, unit },
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/confirmOrder.js b/src/modules/3-turn-engine/agent/tools/confirmOrder.js
new file mode 100644
index 0000000..a6fcc25
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/confirmOrder.js
@@ -0,0 +1,32 @@
+/**
+ * confirm_order — emite create_order si hay cart + shipping completo.
+ */
+
+import { hasCartItems, hasShippingInfo } from "../../fsm.js";
+
+export async function confirmOrderTool(_args, ctx) {
+  if (!hasCartItems(ctx.order)) {
+    return { ok: false, error: "empty_cart", hint: "Pedile al cliente que agregue productos antes de confirmar." };
+  }
+  if (!hasShippingInfo(ctx.order)) {
+    return {
+      ok: false,
+      error: "shipping_missing",
+      hint:
+        ctx.order.is_delivery == null
+          ? "Falta saber si es delivery o pickup. Llamá set_shipping."
+          : "Falta dirección. Llamá set_address.",
+    };
+  }
+  // Idempotencia: si ya existe create_order encolado, no duplicar
+  const already = ctx.pending_actions.some((a) => a.type === "create_order");
+  if (!already) {
+    ctx.pending_actions.push({ type: "create_order", payload: { source: "wa_bot" } });
+  }
+  return {
+    ok: true,
+    cart_size: (ctx.order.cart || []).length,
+    is_delivery: !!ctx.order.is_delivery,
+    address: ctx.order.shipping_address || null,
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/escalateToHuman.js b/src/modules/3-turn-engine/agent/tools/escalateToHuman.js
new file mode 100644
index 0000000..fa75d74
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/escalateToHuman.js
@@ -0,0 +1,16 @@
+/**
+ * escalate_to_human — pasa la conversación a awaiting_human.
+ * El registro real en human_takeovers se crea downstream en pipeline.js
+ * vía la action "request_human_takeover".
+ */
+
+export async function escalateToHumanTool(args, ctx) {
+  const { reason } = args;
+  ctx.awaiting_human = true;
+  ctx.awaiting_human_reason = String(reason || "unspecified");
+  ctx.pending_actions.push({
+    type: "request_human_takeover",
+    payload: { reason: ctx.awaiting_human_reason, source: "agent" },
+  });
+  return { ok: true, reason: ctx.awaiting_human_reason };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/executor.js b/src/modules/3-turn-engine/agent/tools/executor.js
new file mode 100644
index 0000000..07fcb48
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/executor.js
@@ -0,0 +1,102 @@
+/**
+ * Executor: parsea + valida + ejecuta tool calls del agente.
+ * Devuelve `obs` (objeto serializable) que se pushea como `tool` message.
+ *
+ * Convenciones:
+ *  - obs.ok: true|false
+ *  - obs.error: string si !ok
+ *  - obs.terminal: true si esta tool finaliza el turno (say, pause, escalate)
+ */
+
+import Ajv from "ajv";
+import { TOOL_SCHEMAS } from "./schemas.js";
+import { searchCatalogTool } from "./searchCatalog.js";
+import { addToCartTool } from "./addToCart.js";
+import { setQuantityTool } from "./setQuantity.js";
+import { selectCandidateTool } from "./selectCandidate.js";
+import { removeFromCartTool } from "./removeFromCart.js";
+import { setShippingTool } from "./setShipping.js";
+import { setAddressTool } from "./setAddress.js";
+import { confirmOrderTool } from "./confirmOrder.js";
+import { pauseTool } from "./pause.js";
+import { escalateToHumanTool } from "./escalateToHuman.js";
+
+const ajv = new Ajv({ allErrors: true, strict: false });
+
+// Compilar validators una vez
+const VALIDATORS = {};
+for (const t of TOOL_SCHEMAS) {
+  VALIDATORS[t.function.name] = ajv.compile(t.function.parameters);
+}
+
+const TOOLS = {
+  search_catalog: searchCatalogTool,
+  add_to_cart: addToCartTool,
+  set_quantity: setQuantityTool,
+  select_candidate: selectCandidateTool,
+  remove_from_cart: removeFromCartTool,
+  set_shipping: setShippingTool,
+  set_address: setAddressTool,
+  confirm_order: confirmOrderTool,
+  pause: pauseTool,
+  escalate_to_human: escalateToHumanTool,
+  // `say` se maneja inline (asigna ctx.say_text y termina el turno)
+};
+
+export async function executeToolCall(call, ctx) {
+  const t0 = Date.now();
+  const name = call?.function?.name;
+  const argsRaw = call?.function?.arguments || "{}";
+
+  let args;
+  try {
+    args = typeof argsRaw === "string" ? JSON.parse(argsRaw) : argsRaw;
+  } catch (e) {
+    return {
+      ok: false,
+      error: `invalid_json_args: ${String(e?.message || e)}`,
+      duration_ms: Date.now() - t0,
+    };
+  }
+
+  // `say` es especial: termina el turno
+  if (name === "say") {
+    const validator = VALIDATORS.say;
+    if (!validator(args)) {
+      return { ok: false, error: "say_args_invalid", details: validator.errors, duration_ms: Date.now() - t0 };
+    }
+    ctx.say_text = args.text;
+    return { ok: true, terminal: true, duration_ms: Date.now() - t0 };
+  }
+
+  const validator = VALIDATORS[name];
+  if (!validator) {
+    return { ok: false, error: `unknown_tool: ${name}`, duration_ms: Date.now() - t0 };
+  }
+  if (!validator(args)) {
+    return {
+      ok: false,
+      error: "args_schema_invalid",
+      details: validator.errors,
+      tool: name,
+      duration_ms: Date.now() - t0,
+    };
+  }
+
+  const handler = TOOLS[name];
+  if (!handler) {
+    return { ok: false, error: `tool_not_implemented: ${name}`, duration_ms: Date.now() - t0 };
+  }
+
+  try {
+    const result = await handler(args, ctx);
+    return { ...result, duration_ms: Date.now() - t0 };
+  } catch (err) {
+    return {
+      ok: false,
+      error: `tool_error: ${String(err?.message || err)}`,
+      tool: name,
+      duration_ms: Date.now() - t0,
+    };
+  }
+}
diff --git a/src/modules/3-turn-engine/agent/tools/pause.js b/src/modules/3-turn-engine/agent/tools/pause.js
new file mode 100644
index 0000000..c72bbe7
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/pause.js
@@ -0,0 +1,14 @@
+/**
+ * pause — marca la conversación como pausada (TTL 7d).
+ *
+ * El cart NO se limpia. Cuando el cliente vuelva, sale de paused y sigue.
+ */
+
+const PAUSE_TTL_MS = 7 * 24 * 3600 * 1000;
+
+export async function pauseTool(args, ctx) {
+  const { reason = "user_paused" } = args;
+  ctx.paused = true;
+  ctx.paused_until = new Date(Date.now() + PAUSE_TTL_MS).toISOString();
+  return { ok: true, paused_until: ctx.paused_until, reason, terminal: false };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/removeFromCart.js b/src/modules/3-turn-engine/agent/tools/removeFromCart.js
new file mode 100644
index 0000000..2bcfce0
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/removeFromCart.js
@@ -0,0 +1,43 @@
+/**
+ * remove_from_cart — quita un producto por woo_id (string numérico) o por
+ * substring del nombre.
+ */
+
+import { removeCartItem } from "../../orderModel.js";
+
+export async function removeFromCartTool(args, ctx) {
+  const { target } = args;
+  const t = String(target || "").trim();
+  if (!t) return { ok: false, error: "empty_target" };
+
+  // Si es un número puro, intentar match por woo_id directo
+  const asNumber = /^\d+$/.test(t) ? Number(t) : null;
+  let removed = null;
+  let nextOrder = ctx.order;
+
+  if (asNumber != null) {
+    const cart = ctx.order.cart || [];
+    const idx = cart.findIndex((c) => Number(c.woo_id) === asNumber);
+    if (idx >= 0) {
+      removed = cart[idx];
+      nextOrder = { ...ctx.order, cart: cart.filter((_, i) => i !== idx) };
+    }
+  }
+
+  // Match por nombre
+  if (!removed) {
+    const result = removeCartItem(ctx.order, t);
+    if (result?.removed) {
+      removed = result.removed;
+      nextOrder = result.order;
+    }
+  }
+
+  if (!removed) {
+    return { ok: false, error: "not_found_in_cart", target: t };
+  }
+
+  ctx.order = nextOrder;
+  ctx.pending_actions.push({ type: "remove_from_cart", payload: { removed } });
+  return { ok: true, removed: { woo_id: removed.woo_id, name: removed.name }, cart_size: (nextOrder.cart || []).length };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/schemas.js b/src/modules/3-turn-engine/agent/tools/schemas.js
new file mode 100644
index 0000000..7c14f36
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/schemas.js
@@ -0,0 +1,176 @@
+/**
+ * JSON Schemas de los tools que el agente puede invocar. Formato
+ * OpenAI/DeepSeek (function calling).
+ *
+ * El executor valida los args con Ajv y devuelve error obligando re-llamada
+ * si falla.
+ */
+
+export const TOOL_SCHEMAS = [
+  {
+    type: "function",
+    function: {
+      name: "search_catalog",
+      description:
+        "Busca productos en el catálogo. Devuelve top candidatos con woo_id, nombre, precio, unidad de venta. Llamala SIEMPRE antes de cualquier add_to_cart si no tenés el woo_id.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["query"],
+        properties: {
+          query: { type: "string", minLength: 2, description: "Término de búsqueda libre, lo que dijo el cliente." },
+          hint_category: { type: "string", description: "Categoría heurística para fallback (ej. 'parrilla', 'embutidos')." },
+          limit: { type: "integer", minimum: 1, maximum: 10 },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "add_to_cart",
+      description: "Agrega un producto resuelto al carrito.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["woo_id", "qty", "unit"],
+        properties: {
+          woo_id: { type: "integer", description: "Woo product ID exacto del producto." },
+          qty: { type: "number", exclusiveMinimum: 0 },
+          unit: { type: "string", enum: ["kg", "g", "unit"] },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "set_quantity",
+      description: "Setea la cantidad de un producto pendiente que ya está resuelto pero faltaba qty/unit.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["pending_id", "qty", "unit"],
+        properties: {
+          pending_id: { type: "string" },
+          qty: { type: "number", exclusiveMinimum: 0 },
+          unit: { type: "string", enum: ["kg", "g", "unit"] },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "select_candidate",
+      description: "Resuelve un pending NEEDS_TYPE eligiendo uno de los candidatos mostrados (last_shown_options).",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["pending_id", "woo_id"],
+        properties: {
+          pending_id: { type: "string" },
+          woo_id: { type: "integer" },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "remove_from_cart",
+      description: "Quita un producto del carrito por woo_id o nombre/query.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["target"],
+        properties: {
+          target: { type: "string", description: "woo_id como string o nombre del producto a quitar." },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "set_shipping",
+      description: "Setea el método de envío (delivery o pickup).",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["method"],
+        properties: {
+          method: { type: "string", enum: ["delivery", "pickup"] },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "set_address",
+      description: "Setea la dirección de entrega y valida zona. Si está fuera de zona devuelve error.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["text"],
+        properties: {
+          text: { type: "string", minLength: 5 },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "confirm_order",
+      description: "Confirma el pedido. Requiere cart no vacío y shipping completo (pickup o delivery+address). Emite acción create_order.",
+      parameters: { type: "object", additionalProperties: false, properties: {} },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "pause",
+      description: "Pausa la conversación cuando el cliente dice 'después te digo' o equivalente. Mantiene el cart 7 días.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["reason"],
+        properties: {
+          reason: { type: "string", enum: ["user_paused", "user_busy", "needs_to_check"] },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "escalate_to_human",
+      description: "Escala a un humano (quejas, dudas de pago/factura, urgencias, no podemos resolver).",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["reason"],
+        properties: {
+          reason: { type: "string", minLength: 3 },
+        },
+      },
+    },
+  },
+  {
+    type: "function",
+    function: {
+      name: "say",
+      description: "Texto final que se envía al cliente. ÚLTIMO tool del turno SIEMPRE.",
+      parameters: {
+        type: "object",
+        additionalProperties: false,
+        required: ["text"],
+        properties: {
+          text: { type: "string", minLength: 1, maxLength: 600 },
+        },
+      },
+    },
+  },
+];
diff --git a/src/modules/3-turn-engine/agent/tools/searchCatalog.js b/src/modules/3-turn-engine/agent/tools/searchCatalog.js
new file mode 100644
index 0000000..00a6a00
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/searchCatalog.js
@@ -0,0 +1,106 @@
+/**
+ * search_catalog tool — wrappea retrieveCandidates con fallback por categoría.
+ *
+ * Side effects: muta `ctx.last_shown_options` con el top de candidatos para
+ * que select_candidate pueda resolver "el segundo" en turnos posteriores.
+ */
+
+import { retrieveCandidates } from "../../catalogRetrieval.js";
+import { searchSnapshotItems } from "../../../shared/wooSnapshot.js";
+import { pool } from "../../../shared/db/pool.js";
+
+const MIN_GOOD_SCORE = 0.4;
+
+function summarizeCandidate(c, idx) {
+  return {
+    index: idx + 1,
+    woo_id: c.woo_product_id,
+    name: c.name,
+    price: c.price ?? null,
+    sell_unit: c.sell_unit || null,
+    score: typeof c._score === "number" ? Number(c._score.toFixed(2)) : null,
+  };
+}
+
+export async function searchCatalogTool(args, ctx) {
+  const { query, hint_category = null, limit = 5 } = args;
+
+  // 1) Búsqueda directa con catalogRetrieval (pg_trgm + alias + snapshot)
+  const result = await retrieveCandidates({
+    tenantId: ctx.tenantId,
+    query,
+    limit: Math.max(limit, 5),
+  });
+  let candidates = result?.candidates || [];
+
+  // 2) Fallback por categoría si la búsqueda directa rinde poco
+  let usedFallback = null;
+  if (
+    (candidates.length === 0 ||
+      (candidates[0]?._score || 0) < MIN_GOOD_SCORE) &&
+    hint_category
+  ) {
+    const byCategory = await searchByCategory({
+      tenantId: ctx.tenantId,
+      category: hint_category,
+      limit,
+    });
+    if (byCategory.length > 0) {
+      usedFallback = "category";
+      candidates = byCategory;
+    }
+  }
+
+  // Recortar al limit final
+  const top = candidates.slice(0, limit).map(summarizeCandidate);
+
+  // Guardar last_shown_options si hay >1 (para select_candidate posterior)
+  if (top.length > 1) {
+    ctx.last_shown_options = top.map((t) => ({
+      index: t.index,
+      woo_id: t.woo_id,
+      name: t.name,
+      price: t.price,
+    }));
+  }
+
+  return {
+    ok: true,
+    query,
+    candidates: top,
+    used_fallback: usedFallback,
+    count: top.length,
+  };
+}
+
+async function searchByCategory({ tenantId, category, limit }) {
+  // Buscar productos cuya categories JSONB contenga el name/slug indicado.
+  // Sin nuevas tablas — explota lo que ya está en woo_products_snapshot.categories.
+  const sql = `
+    SELECT woo_product_id, name, sku, slug, price, stock_status, stock_qty,
+           categories, sell_unit, payload
+    FROM woo_products_snapshot
+    WHERE tenant_id = $1
+      AND EXISTS (
+        SELECT 1 FROM jsonb_array_elements_text(categories) cat
+        WHERE LOWER(cat) LIKE '%' || LOWER($2) || '%'
+      )
+      AND COALESCE(stock_status, 'instock') != 'outofstock'
+    ORDER BY name ASC
+    LIMIT $3
+  `;
+  try {
+    const { rows } = await pool.query(sql, [tenantId, category, limit]);
+    return rows.map((r) => ({
+      woo_product_id: r.woo_product_id,
+      name: r.name,
+      price: r.price,
+      sell_unit: r.sell_unit,
+      _score: 0.5, // score sintético para que pase MIN_GOOD_SCORE en el caller
+    }));
+  } catch (err) {
+    // Fallback: snapshot search por texto plano
+    const r = await searchSnapshotItems({ tenantId, q: category, limit });
+    return r?.items || [];
+  }
+}
diff --git a/src/modules/3-turn-engine/agent/tools/selectCandidate.js b/src/modules/3-turn-engine/agent/tools/selectCandidate.js
new file mode 100644
index 0000000..32f0a22
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/selectCandidate.js
@@ -0,0 +1,72 @@
+/**
+ * select_candidate — resuelve un pending NEEDS_TYPE eligiendo woo_id.
+ *
+ * Si el pending tenía `requested_qty` ya, lo promueve directo a READY → cart.
+ * Sino lo deja en NEEDS_QUANTITY esperando set_quantity.
+ */
+
+import {
+  updatePendingItem,
+  moveReadyToCart,
+  PendingStatus,
+} from "../../orderModel.js";
+import { getSnapshotItemsByIds } from "../../../shared/wooSnapshot.js";
+
+export async function selectCandidateTool(args, ctx) {
+  const { pending_id, woo_id } = args;
+  const pending = (ctx.order.pending || []).find((p) => p.id === pending_id);
+  if (!pending) {
+    return { ok: false, error: "pending_not_found" };
+  }
+
+  // Buscar el producto seleccionado en el snapshot para nombre/unit/precio
+  const lookup = await getSnapshotItemsByIds({
+    tenantId: ctx.tenantId,
+    wooProductIds: [woo_id],
+  });
+  const found = (lookup?.items || [])[0];
+  if (!found) {
+    return {
+      ok: false,
+      error: "woo_id_unknown",
+      hint: "El woo_id no existe en el catálogo. Probá con search_catalog.",
+    };
+  }
+
+  const sellsByWeight =
+    !found.sell_unit || !["unit", "unidad"].includes(found.sell_unit);
+  const displayUnit = found.sell_unit === "unit" ? "unit" : sellsByWeight ? "kg" : "unit";
+
+  const hasRequestedQty =
+    pending.requested_qty != null && Number.isFinite(pending.requested_qty) && pending.requested_qty > 0;
+  const finalQty = hasRequestedQty ? pending.requested_qty : null;
+  const finalUnit = pending.requested_unit || displayUnit;
+  const needsQty = sellsByWeight && !hasRequestedQty;
+
+  const updated = updatePendingItem(ctx.order, pending_id, {
+    selected_woo_id: woo_id,
+    selected_name: found.name,
+    selected_price: found.price ?? null,
+    selected_unit: displayUnit,
+    candidates: [],
+    qty: needsQty ? null : finalQty,
+    unit: finalUnit,
+    status: needsQty ? PendingStatus.NEEDS_QUANTITY : PendingStatus.READY,
+  });
+  ctx.order = moveReadyToCart(updated);
+
+  if (!needsQty) {
+    ctx.pending_actions.push({
+      type: "add_to_cart",
+      payload: { woo_id, qty: finalQty, unit: finalUnit },
+    });
+    ctx.last_shown_options = [];
+  }
+
+  return {
+    ok: true,
+    selected: { woo_id, name: found.name, unit: displayUnit, sells_by_weight: sellsByWeight },
+    needs_quantity: needsQty,
+    cart_size: (ctx.order.cart || []).length,
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/setAddress.js b/src/modules/3-turn-engine/agent/tools/setAddress.js
new file mode 100644
index 0000000..fa0cb24
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/setAddress.js
@@ -0,0 +1,36 @@
+/**
+ * set_address — fija dirección y valida zona.
+ */
+
+import { checkAddressInZone } from "../../storeContext.js";
+
+export async function setAddressTool(args, ctx) {
+  const { text } = args;
+  const address = String(text || "").trim();
+  if (address.length < 5) return { ok: false, error: "address_too_short" };
+
+  // Validar zona si hay zonas cargadas
+  const zoneCheck = checkAddressInZone({
+    address,
+    storeConfig: ctx.storeConfig,
+  });
+  if (!zoneCheck.inZone) {
+    return {
+      ok: false,
+      error: "out_of_zone",
+      reason: zoneCheck.reason,
+      available_zones: zoneCheck.zones,
+      hint: "Pedile al cliente otra dirección o ofrecele pickup.",
+    };
+  }
+
+  // Si no había is_delivery seteado, asumir delivery=true (le dieron dirección)
+  const is_delivery = ctx.order.is_delivery == null ? true : ctx.order.is_delivery;
+  ctx.order = { ...ctx.order, shipping_address: address, is_delivery };
+  return {
+    ok: true,
+    address,
+    in_zone: true,
+    matched_zone: zoneCheck.matched || null,
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/setQuantity.js b/src/modules/3-turn-engine/agent/tools/setQuantity.js
new file mode 100644
index 0000000..e8dd681
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/setQuantity.js
@@ -0,0 +1,36 @@
+/**
+ * set_quantity — completa la cantidad de un pending NEEDS_QUANTITY y lo
+ * promueve a READY → cart.
+ */
+
+import { updatePendingItem, moveReadyToCart, PendingStatus } from "../../orderModel.js";
+
+export async function setQuantityTool(args, ctx) {
+  const { pending_id, qty, unit } = args;
+  const pending = (ctx.order.pending || []).find((p) => p.id === pending_id);
+  if (!pending) {
+    return { ok: false, error: "pending_not_found", hint: "Verificá el pending_id contra working_memory.order.pending." };
+  }
+  if (!pending.selected_woo_id) {
+    return { ok: false, error: "pending_not_resolved", hint: "Llamá select_candidate primero para resolver el producto." };
+  }
+
+  const updated = updatePendingItem(ctx.order, pending_id, {
+    qty,
+    unit,
+    status: PendingStatus.READY,
+  });
+  ctx.order = moveReadyToCart(updated);
+
+  ctx.pending_actions.push({ type: "add_to_cart", payload: { woo_id: pending.selected_woo_id, qty, unit } });
+  ctx.last_shown_options = [];
+  if (ctx.order.failed_searches) {
+    ctx.order = { ...ctx.order, failed_searches: { count: 0 } };
+  }
+
+  return {
+    ok: true,
+    promoted: { name: pending.selected_name, qty, unit },
+    cart_size: (ctx.order.cart || []).length,
+  };
+}
diff --git a/src/modules/3-turn-engine/agent/tools/setShipping.js b/src/modules/3-turn-engine/agent/tools/setShipping.js
new file mode 100644
index 0000000..a033ae5
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/tools/setShipping.js
@@ -0,0 +1,12 @@
+/**
+ * set_shipping — fija el método de envío.
+ */
+
+export async function setShippingTool(args, ctx) {
+  const { method } = args;
+  if (method !== "delivery" && method !== "pickup") {
+    return { ok: false, error: "invalid_method" };
+  }
+  ctx.order = { ...ctx.order, is_delivery: method === "delivery" };
+  return { ok: true, method, requires_address: method === "delivery" && !ctx.order.shipping_address };
+}
diff --git a/src/modules/3-turn-engine/agent/workingMemory.js b/src/modules/3-turn-engine/agent/workingMemory.js
new file mode 100644
index 0000000..fdef17e
--- /dev/null
+++ b/src/modules/3-turn-engine/agent/workingMemory.js
@@ -0,0 +1,118 @@
+/**
+ * WorkingMemory — payload contextual que recibe el agente cada turno.
+ *
+ * Se serializa como JSON y se inyecta en el primer USER message. NO va en
+ * system (eso permite cachear el system prompt entre turnos).
+ *
+ * Reglas de poda:
+ *  - history: últimos 8 mensajes, content truncado a 200 chars.
+ *  - customer_profile: top 5 frequent_items.
+ *  - last_shown_options: top 8.
+ *  - cart/pending: enteros, sin truncar.
+ */
+
+import { parseQuantity } from "./quantityParser.js";
+import { buildStoreContextVars } from "../storeContext.js";
+
+const HISTORY_MAX = 8;
+const HISTORY_CHAR_CAP = 200;
+const LAST_SHOWN_MAX = 8;
+
+function nowIso() {
+  return new Date().toISOString();
+}
+
+function truncate(s, n) {
+  if (s == null) return "";
+  const str = String(s);
+  if (str.length <= n) return str;
+  return str.slice(0, n - 1) + "…";
+}
+
+/**
+ * @param {Object} params
+ * @param {string} params.text - Mensaje crudo del usuario en este turno.
+ * @param {Object} params.order - order del context (cart, pending, etc.)
+ * @param {string} params.prev_state - estado FSM previo
+ * @param {Array}  params.conversation_history
+ * @param {Object} params.storeConfig - resultado de getStoreConfig
+ * @param {Object} params.customerProfile - perfil del cliente (puede ser null)
+ * @param {Array}  params.lastShownOptions - opciones del turno previo
+ */
+export function buildWorkingMemory({
+  text,
+  order = {},
+  prev_state = "IDLE",
+  conversation_history = [],
+  storeConfig = {},
+  customerProfile = null,
+  lastShownOptions = [],
+}) {
+  const storeVars = buildStoreContextVars(storeConfig);
+
+  const cart = (order.cart || []).map((it) => ({
+    woo_id: it.woo_id,
+    name: it.name,
+    qty: it.qty,
+    unit: it.unit,
+    price: it.price ?? null,
+  }));
+
+  const pending = (order.pending || []).map((p) => ({
+    id: p.id,
+    query: p.query,
+    status: p.status,
+    selected_woo_id: p.selected_woo_id ?? null,
+    selected_name: p.selected_name ?? null,
+    selected_unit: p.selected_unit ?? null,
+    requested_qty: p.requested_qty ?? null,
+    requested_unit: p.requested_unit ?? null,
+    candidates: (p.candidates || []).slice(0, 8).map((c, i) => ({
+      index: i + 1,
+      woo_id: c.woo_id ?? c.woo_product_id,
+      name: c.name,
+      price: c.price ?? null,
+      display_unit: c.display_unit ?? null,
+    })),
+  }));
+
+  const history = (conversation_history || []).slice(-HISTORY_MAX).map((m) => ({
+    role: m.role === "user" ? "user" : "assistant",
+    text: truncate(m.content || m.text || "", HISTORY_CHAR_CAP),
+  }));
+
+  const last_shown_options = (lastShownOptions || []).slice(0, LAST_SHOWN_MAX).map((o, i) => ({
+    index: o.index ?? i + 1,
+    woo_id: o.woo_id,
+    name: o.name,
+    price: o.price ?? null,
+  }));
+
+  const preparsed = parseQuantity(text || "");
+
+  return {
+    now: nowIso(),
+    store: {
+      name: storeVars.store_name || "la carnicería",
+      hours_today: storeVars.store_hours_today || "consultar",
+      delivery: {
+        available_now: storeVars.delivery_available_now || "",
+        zones_summary: storeVars.delivery_zones_summary || "",
+      },
+    },
+    fsm_state: prev_state || "IDLE",
+    order: {
+      cart,
+      pending,
+      is_delivery: order.is_delivery ?? null,
+      shipping_address: order.shipping_address ?? null,
+      woo_order_id: order.woo_order_id ?? null,
+    },
+    last_shown_options,
+    paused_until: order.paused_until ?? null,
+    customer_profile: customerProfile,
+    history,
+    user_message: text || "",
+    preparsed,
+  };
+}
diff --git a/src/modules/3-turn-engine/fsm.js b/src/modules/3-turn-engine/fsm.js
index 1c04662..43a47c0 100644
--- a/src/modules/3-turn-engine/fsm.js
+++ b/src/modules/3-turn-engine/fsm.js
@@ -10,7 +10,8 @@ export const ConversationState = Object.freeze({
   IDLE: "IDLE",
   CART: "CART",
   SHIPPING: "SHIPPING",
-  AWAITING_HUMAN: "AWAITING_HUMAN", // Esperando respuesta de un humano
+  PAUSED: "PAUSED", // Cliente dijo "después te digo" - cart preservado, TTL 7d
+  AWAITING_HUMAN: "AWAITING_HUMAN",
 });
 
 export const ALL_STATES = Object.freeze(Object.values(ConversationState));
@@ -27,6 +28,11 @@ export const INTENTS_BY_STATE = Object.freeze({
   [ConversationState.SHIPPING]: [
     "provide_address", "select_shipping", "add_to_cart", "view_cart", "other",
   ],
+  [ConversationState.PAUSED]: [
+    // Cualquier intent del cliente lo reactiva; el agente decide el destino.
+    "greeting", "add_to_cart", "browse", "view_cart", "confirm_order",
+    "select_shipping", "provide_address", "remove_from_cart", "other",
+  ],
   [ConversationState.AWAITING_HUMAN]: [
     "other",
   ],
@@ -142,18 +148,29 @@ const ALLOWED = Object.freeze({
   [ConversationState.IDLE]: [
     ConversationState.IDLE,
     ConversationState.CART,
+    ConversationState.PAUSED,
     ConversationState.AWAITING_HUMAN,
   ],
   [ConversationState.CART]: [
     ConversationState.CART,
     ConversationState.SHIPPING,
     ConversationState.IDLE,
+    ConversationState.PAUSED,
     ConversationState.AWAITING_HUMAN,
   ],
   [ConversationState.SHIPPING]: [
     ConversationState.SHIPPING,
     ConversationState.IDLE,
     ConversationState.CART,
+    ConversationState.PAUSED,
+    ConversationState.AWAITING_HUMAN,
+  ],
+  [ConversationState.PAUSED]: [
+    // Cualquier mensaje saca de paused
+    ConversationState.PAUSED,
+    ConversationState.CART,
+    ConversationState.SHIPPING,
+    ConversationState.IDLE,
     ConversationState.AWAITING_HUMAN,
   ],
   [ConversationState.AWAITING_HUMAN]: [
diff --git a/src/modules/3-turn-engine/fsm.test.js b/src/modules/3-turn-engine/fsm.test.js
index 483eaf5..c5001b8 100644
--- a/src/modules/3-turn-engine/fsm.test.js
+++ b/src/modules/3-turn-engine/fsm.test.js
@@ -17,18 +17,19 @@ import {
 } from './fsm.js';
 
 describe('ConversationState', () => {
-  it('tiene los estados del flujo (sin payment/waiting)', () => {
+  it('tiene los estados del flujo (incluye PAUSED)', () => {
     expect(ConversationState.IDLE).toBe('IDLE');
     expect(ConversationState.CART).toBe('CART');
     expect(ConversationState.SHIPPING).toBe('SHIPPING');
+    expect(ConversationState.PAUSED).toBe('PAUSED');
     expect(ConversationState.AWAITING_HUMAN).toBe('AWAITING_HUMAN');
     expect(ConversationState.PAYMENT).toBeUndefined();
     expect(ConversationState.WAITING_WEBHOOKS).toBeUndefined();
   });
 
-  it('ALL_STATES contiene 4 estados', () => {
-    expect(ALL_STATES).toEqual(expect.arrayContaining(['IDLE', 'CART', 'SHIPPING', 'AWAITING_HUMAN']));
-    expect(ALL_STATES).toHaveLength(4);
+  it('ALL_STATES contiene 5 estados', () => {
+    expect(ALL_STATES).toEqual(expect.arrayContaining(['IDLE', 'CART', 'SHIPPING', 'PAUSED', 'AWAITING_HUMAN']));
+    expect(ALL_STATES).toHaveLength(5);
   });
 
   it('INTENTS_BY_STATE define intents por estado', () => {
diff --git a/src/modules/3-turn-engine/turnEngineV3.js b/src/modules/3-turn-engine/turnEngineV3.js
index 847e231..013c9fc 100644
--- a/src/modules/3-turn-engine/turnEngineV3.js
+++ b/src/modules/3-turn-engine/turnEngineV3.js
@@ -19,11 +19,12 @@ import {
 import { getStoreConfig } from "../0-ui/db/settingsRepo.js";
 import { pushRecent } from "./replyTemplates.js";
 import { runTurnXState } from "./machine/runner.js";
+import { runTurnAgent } from "./agent/runTurn.js";
 import { insertAuditLog } from "../0-ui/db/repo.js";
 
 // Feature flag para NLU modular
 const USE_MODULAR_NLU = process.env.USE_MODULAR_NLU === "true";
-// Feature flags para XState
+// Feature flags
 function useXState() {
   const v = String(process.env.USE_XSTATE || "").toLowerCase();
   return v === "1" || v === "true" || v === "yes";
@@ -32,6 +33,14 @@ function shadowXState() {
   const v = String(process.env.XSTATE_SHADOW || "").toLowerCase();
   return v === "1" || v === "true" || v === "yes";
 }
+function useAgent() {
+  const v = String(process.env.AGENT_TURN_ENGINE || "").toLowerCase();
+  return v === "1" || v === "true" || v === "yes";
+}
+function shadowAgent() {
+  const v = String(process.env.AGENT_TURN_ENGINE_SHADOW || "").toLowerCase();
+  return v === "1" || v === "true" || v === "yes";
+}
 
 /**
  * Compara plan/decision entre legacy y XState para shadow mode.
@@ -81,6 +90,11 @@ export async function runTurnV3({
   prev_context,
   conversation_history,
 }) {
+  // Branch: agente tool-calling (AGENT_TURN_ENGINE=1)
+  if (useAgent() && !shadowAgent()) {
+    return runTurnAgent({ tenantId, chat_id, text, prev_state, prev_context, conversation_history });
+  }
+
   // Branch: XState completo (USE_XSTATE=1)
   if (useXState() && !shadowXState()) {
     return runTurnXState({ tenantId, chat_id, text, prev_state, prev_context, conversation_history });
@@ -206,8 +220,7 @@ export async function runTurnV3({
 
   const legacyResult = formatResult(result, prev_context, recentReplies, failedSearches);
 
-  // Shadow mode: corre XState en paralelo, devuelve legacy, persiste diffs
-  // estructurales en audit_log para revisarlos después.
+  // Shadow mode XState: corre en paralelo, devuelve legacy, loguea diffs.
   if (shadowXState()) {
     runTurnXState({ tenantId, chat_id, text, prev_state, prev_context, conversation_history })
       .then(async (xstateResult) => {
@@ -229,6 +242,37 @@ export async function runTurnV3({
       .catch((err) => console.error("[xstate-shadow] error", err?.message || err));
   }
 
+  // Shadow mode AGENT: corre el agente nuevo en paralelo, devuelve legacy,
+  // loguea diffs estructurales en audit_log para validar paridad antes
+  // de flippar AGENT_TURN_ENGINE=1.
+  if (shadowAgent()) {
+    runTurnAgent({ tenantId, chat_id, text, prev_state, prev_context, conversation_history })
+      .then(async (agentResult) => {
+        const diffs = diffResults(legacyResult, agentResult);
+        try {
+          await insertAuditLog({
+            tenantId,
+            entityType: "agent_shadow",
+            entityId: chat_id,
+            action: "compare",
+            changes: {
+              diffs,
+              prev_state,
+              text_preview: String(text || "").slice(0, 80),
+              legacy_reply: legacyResult?.plan?.reply?.slice(0, 200),
+              agent_reply: agentResult?.plan?.reply?.slice(0, 200),
+              agent_tools: agentResult?.decision?.audit?.tool_calls?.map((t) => t.name) || [],
+              agent_duration_ms: agentResult?.decision?.audit?.duration_ms,
+            },
+            actor: "system",
+          });
+        } catch (err) {
+          console.error("[agent-shadow] audit_log failed", err?.message || err);
+        }
+      })
+      .catch((err) => console.error("[agent-shadow] error", err?.message || err));
+  }
+
   return legacyResult;
 }