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Dedicated Trace

Ticket #717 trace

Waiting on customer

Trace Timeline

Customer message, automation steps, and tool actions

2 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 photo request was completed and the download link was resent successfully.

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": "sent",
    "download_url": "https://example.test/download/APP-1003",
    "resend_allowed": true
  }
}

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": "We have successfully resent your download link. You can access your file using the following URL: https://example.test/download/APP-1003. Please check your inbox and spam folder. If you continue to have issues, let us know and we will assist you further.",
  "summary": null,
  "escalation_reason": null,
  "handoff_note": null,
  "reasoning_summary": "The photo request was completed and the download link was resent successfully.",
  "input_snapshot": "I did not receive my file, resend the download link",
  "human_handoff_available": false,
  "tags": [
    "delivery",
    "download",
    "resend_link"
  ]
}