Ticket #1038 trace

Waiting on customer

Human specialist summary

The customer explicitly requested human support.

Automation recommended human review, but the customer has not accepted handoff yet.

Trace Timeline

Customer message, automation steps, and tool actions

3 runs

Customer message

sara@example.com

I did not receive my file, resend the download link

Triage step

Download-link resend requests should go to the delivery specialist.

Support rule

status: in_progress decision: triage confidence: 90%

View run payload

Input snapshot

I did not receive my file, resend the download link

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 63,
  "matched_rule_name": "Download link resend requests",
  "status": "in_progress",
  "category": "delivery",
  "priority": "high",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.9,
  "decision": "triage",
  "escalation_reason": null,
  "handoff_note": null,
  "summary": "Download-link resend requests should go to the delivery specialist.",
  "reply": null,
  "human_handoff_available": false,
  "reasoning_summary": "Download-link resend requests should go to the delivery specialist.",
  "tags": [
    "delivery",
    "Download link resend requests"
  ],
  "input_snapshot": "I did not receive my file, resend the download link"
}

Specialist step

The download link was successfully resent as requested; informing the customer accordingly.

LLM

status: awaiting_customer decision: answered confidence: 95%

lookup_photo_request

Lookup tool

View tool payloads

Input payload

{
  "email": "sara@example.com"
}

Output payload

{
  "external_id": "APP-1003",
  "status": "completed",
  "payload": {
    "asset_delivery": "resent",
    "download_url": "https://example.test/download/APP-1003",
    "resend_allowed": true,
    "last_resent_at": "2026-04-23T09:13:57Z"
  }
}

resend_download_link

Action completed

View tool payloads

Input payload

{
  "external_id": "APP-1003"
}

Output payload

{
  "external_id": "APP-1003",
  "download_url": "https://example.test/download/APP-1003",
  "completed": true
}

View run payload

Input snapshot

I did not receive my file, resend the download link

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.95,
  "decision": "answered",
  "reply": "Hello, we have resent your download link for your photo file. You can access your file using the following link: https://example.test/download/APP-1003. Please check your email and spam folder as well. If you need further assistance, feel free to reach out.",
  "summary": null,
  "escalation_reason": null,
  "handoff_note": null,
  "reasoning_summary": "The download link was successfully resent as requested; informing the customer accordingly.",
  "input_snapshot": "I did not receive my file, resend the download link",
  "human_handoff_available": false,
  "tags": [
    "delivery",
    "resend",
    "download-link"
  ]
}

Triage step

User explicitly asked to talk to a human.

Human handoff intent

status: awaiting_customer decision: offer_human_handoff confidence: 95%

View run payload

Input snapshot

can I talk to human?

Output payload

{
  "source": "llm_human_handoff",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "high",
  "route": "offer_human_handoff",
  "current_layer": "triage",
  "confidence": 0.95,
  "decision": "offer_human_handoff",
  "escalation_reason": "The customer explicitly requested human support.",
  "handoff_note": "The customer explicitly asked for a human specialist in this chat.",
  "summary": "The customer explicitly requested human support.",
  "reply": "A human specialist can take over this conversation. Use the button below if you want to chat with a human.",
  "reasoning_summary": "User explicitly asked to talk to a human.",
  "input_snapshot": "can I talk to human?",
  "human_handoff_available": true,
  "tags": [
    "human_handoff",
    "explicit_request",
    "support_agent"
  ]
}