Ticket #741 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1776935991-17-17845ec1@example.com

Hey there

Triage step

User sent a vague greeting without specific request; route to clarify.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

Input snapshot

Hey there

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": "User sent a vague greeting without specific request; route to clarify.",
  "input_snapshot": "Hey there",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

The knowledge chunk explicitly states how customers can contact support.

Public knowledge + LLM

status: awaiting_customer decision: knowledge_answer confidence: 100%

View run payload

Input snapshot

How can I contact support?

Output payload

{
  "source": "public_knowledge_llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 1.0,
  "decision": "knowledge_answer",
  "reply": "You can contact AI Passport Photo support through the website contact page or by emailing help@aipassportphoto.co.",
  "reasoning_summary": "The knowledge chunk explicitly states how customers can contact support.",
  "input_snapshot": "How can I contact support?",
  "tags": [
    "contact",
    "support",
    "customer-service"
  ]
}