Ticket #1010 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1777021173-95-e5add148@example.com

Triage step

User greeting without specific request; needs clarification to proceed.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

Input snapshot

Hi

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "clarify",
  "reply": "Hello! Welcome to AI Passport Photo support. How can we assist you with your passport or visa photo needs today?",
  "reasoning_summary": "User greeting without specific request; needs clarification to proceed.",
  "input_snapshot": "Hi",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

Customer asks about support for UAE visa photos, a policy/product scope question.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Do you support UAE visa photos?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "Yes, AI Passport Photo supports UAE visa photos in compliance with the latest UAE visa photo requirements.",
  "reasoning_summary": "Customer asks about support for UAE visa photos, a policy/product scope question.",
  "input_snapshot": "Do you support UAE visa photos?",
  "tags": [
    "uae",
    "visa-photos",
    "policy",
    "product-support"
  ]
}