Separate the decisions in the flow
A waitlist shouldn't be processed based only on the email in a row. Check identity, agent or department and existing tickets before creating a new one.
A Deluge function can search contacts and agents, find or create tickets and assign them by department.
Language and confirmations
Support English, Spanish and Portuguese with a fallback when information is missing. Document which field decides the language, without inferring it from unnecessary sensitive data.
A confirmation check prevents re-running an action that was already processed.
Test without private data
Use controlled records to test missing language, an existing ticket, an unknown contact and an incomplete send response. Don't publish emails, internal IDs or private code.
To review your situation we need one concrete process, its source data and the expected behavior. Book a free 30-minute review and we'll tell you what to do first.