Ticket #789 trace

Input snapshot

Hi

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": "Greeting message with no clear request requires clarification.",
  "input_snapshot": "Hi",
  "tags": [
    "greeting",
    "opener"
  ]
}

Input snapshot

My download link is not working

Output payload

{
  "source": "llm_intent",
  "status": "in_progress",
  "category": "technical",
  "priority": "high",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.95,
  "decision": "triage",
  "reply": null,
  "reasoning_summary": "User reports a non-working download link indicating a case-specific technical issue requiring specialist support.",
  "input_snapshot": "My download link is not working",
  "tags": [
    "download",
    "link",
    "technical_issue",
    "case_specific"
  ]
}

Input snapshot

My download link is not working

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 record was found for this request.",
  "handoff_note": "A human specialist should review this case before the next reply because it needs human review.",
  "summary": "Technical request requires human review because no matching record was found.",
  "reply": "I could not safely verify your request automatically. If you want, I can connect you with a human specialist.",
  "reasoning_summary": "No matching record was found for this request.",
  "input_snapshot": "My download link is not working",
  "human_handoff_available": true,
  "tags": [
    "technical",
    "human-review",
    "missing-record"
  ]
}