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Dedicated Trace

Ticket #712 trace

Waiting on customer

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

anna@example.com

I paid but did not receive my file

Triage step

Missing asset questions can go to the delivery specialist.

Support rule
status: in_progress decision: triage confidence: 82%
View run payload

Input snapshot

I paid but did not receive my file

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 62,
  "matched_rule_name": "Missing asset delivery questions",
  "status": "in_progress",
  "category": "delivery",
  "priority": "normal",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.82,
  "decision": "triage",
  "escalation_reason": null,
  "handoff_note": null,
  "summary": "Missing asset questions can go to the delivery specialist.",
  "reply": null,
  "human_handoff_available": false,
  "reasoning_summary": "Missing asset questions can go to the delivery specialist.",
  "tags": [
    "delivery",
    "Missing asset delivery questions"
  ],
  "input_snapshot": "I paid but did not receive my file"
}

Specialist step

Confirmed that the file delivery was completed and successfully resent the download link per customer request.

LLM
status: awaiting_customer decision: answered confidence: 95%

lookup_photo_request

Lookup tool
View tool payloads

Input payload

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

Output payload

{
  "external_id": "APP-1001",
  "status": "completed",
  "payload": {
    "asset_delivery": "sent",
    "download_url": "https://example.test/download/APP-1001",
    "resend_allowed": true
  }
}

resend_download_link

Action completed
View tool payloads

Input payload

{
  "external_id": "APP-1001"
}

Output payload

{
  "external_id": "APP-1001",
  "download_url": "https://example.test/download/APP-1001",
  "completed": true
}
View run payload

Input snapshot

I paid but did not receive my file

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.95,
  "decision": "answered",
  "reply": "Thank you for reaching out. We have located your order and confirmed that your passport photo file was successfully delivered. We have just resent the download link to ensure you have access. You can download your photo using the following link: https://example.test/download/APP-1001. If you have any further issues, please let us know and we will be happy to assist you.",
  "summary": null,
  "escalation_reason": null,
  "handoff_note": null,
  "reasoning_summary": "Confirmed that the file delivery was completed and successfully resent the download link per customer request.",
  "input_snapshot": "I paid but did not receive my file",
  "human_handoff_available": false,
  "tags": [
    "delivery",
    "download",
    "payment",
    "resend"
  ]
}