Ticket #781 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1776936399-57-51220bbb@example.com

Hey there

Triage step

User sent a greeting with no specific question or request.

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 greeting with no specific question or request.",
  "input_snapshot": "Hey there",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

The user asked about company policies related to referral or loyalty programs.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Do you have a referral or loyalty program?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "low",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "Currently, AI Passport Photo does not offer a referral or loyalty program. Please visit our website for the latest updates and offers.",
  "reasoning_summary": "The user asked about company policies related to referral or loyalty programs.",
  "input_snapshot": "Do you have a referral or loyalty program?",
  "tags": [
    "referral",
    "loyalty",
    "programs",
    "policy"
  ]
}