Ticket #788 trace

Input snapshot

I need some help

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 0.8,
  "decision": "clarify",
  "reply": "Hello! Welcome to AI Passport Photo support. How can we assist you with passport or visa photo preparation today?",
  "reasoning_summary": "The message is a vague opener with no specific details, so clarification is needed.",
  "input_snapshot": "I need some help",
  "tags": [
    "greeting",
    "vague",
    "opener"
  ]
}

Input snapshot

I paid but never received my photo download link

Output payload

{
  "source": "llm_intent",
  "status": "in_progress",
  "category": "delivery",
  "priority": "high",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.95,
  "decision": "triage",
  "reply": null,
  "reasoning_summary": "User reports a payment made but not receiving the photo download link, a case-specific delivery issue.",
  "input_snapshot": "I paid but never received my photo download link",
  "tags": [
    "payment",
    "delivery",
    "download_link",
    "customer_issue"
  ]
}

Input snapshot

I paid but never received my photo download link

Output payload

{
  "source": "fallback",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.64,
  "decision": "offer_human_handoff",
  "route": "offer_human_handoff",
  "escalation_reason": "No matching business record was found for the delivery issue.",
  "handoff_note": "A human specialist should review this case before the next reply because it needs human review.",
  "summary": "Delivery issue requires human review because no matching business record was found in the demo data.",
  "reply": "I could not safely verify your request automatically. If you want, I can connect you with a human specialist.",
  "reasoning_summary": "No matching business record was found for the delivery issue.",
  "input_snapshot": "I paid but never received my photo download link",
  "human_handoff_available": true,
  "tags": [
    "delivery",
    "human-review",
    "missing-record"
  ]
}