Ticket #715 trace

Waiting on customer

Human specialist summary

Embassy or government rejection disputes require human review.

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

Trace Timeline

Customer message, automation steps, and tool actions

1 runs

Customer message

refund@example.com

My photo was rejected by the embassy and I want a refund right now

Triage step

Embassy or government rejection disputes require human review.

Support rule

status: awaiting_customer decision: offer_human_handoff confidence: 92%

View run payload

Input snapshot

My photo was rejected by the embassy and I want a refund right now

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 61,
  "matched_rule_name": "Embassy refund dispute",
  "status": "awaiting_customer",
  "category": "refund",
  "priority": "high",
  "route": "offer_human_handoff",
  "current_layer": "triage",
  "confidence": 0.92,
  "decision": "offer_human_handoff",
  "escalation_reason": "Refund dispute requires human review.",
  "handoff_note": "Escalated for human review because the customer reports an embassy rejection dispute.",
  "summary": "Embassy or government rejection disputes require human review.",
  "reply": "This case needs human review. Use the button below if you want a human specialist to take over.",
  "human_handoff_available": true,
  "reasoning_summary": "Embassy or government rejection disputes require human review.",
  "tags": [
    "refund",
    "Embassy refund dispute"
  ],
  "input_snapshot": "My photo was rejected by the embassy and I want a refund right now"
}