Ticket #1013 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1777021179-98-057ea6f0@example.com

Good afternoon

Triage step

The message is a greeting and low information opener.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

Input snapshot

Good afternoon

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": "The message is a greeting and low information opener.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

Customer asked about PayPal payment options, which relates to billing.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Can I pay with PayPal?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "billing",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "Yes, you can pay with PayPal on AI Passport Photo. If you need assistance with the payment process, please let us know.",
  "reasoning_summary": "Customer asked about PayPal payment options, which relates to billing.",
  "input_snapshot": "Can I pay with PayPal?",
  "tags": [
    "payment",
    "paypal",
    "billing"
  ]
}