Ticket #792 trace

Input snapshot

Good afternoon

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 provided a simple greeting without specific request, typical opener needing clarification.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener"
  ]
}

Input snapshot

I was charged twice for the same order

Output payload

{
  "source": "llm_intent",
  "status": "in_progress",
  "category": "billing",
  "priority": "high",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.95,
  "decision": "triage",
  "reply": null,
  "reasoning_summary": "User reports a duplicate charge related to their order, indicating a case-specific billing issue.",
  "input_snapshot": "I was charged twice for the same order",
  "tags": [
    "billing",
    "payment",
    "duplicate-charge",
    "order-issue"
  ]
}

Input snapshot

I was charged twice for the same order

Output payload

{
  "source": "fallback",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.64,
  "decision": "offer_human_handoff",
  "route": "offer_human_handoff",
  "escalation_reason": "No specialist path is implemented for this category.",
  "handoff_note": "A human specialist should review this case before the next reply because it needs human review.",
  "summary": "No safe specialist workflow exists for the current category.",
  "reply": "This case needs a human specialist. Use the button below if you want a human to take over.",
  "reasoning_summary": "No specialist path is implemented for this category.",
  "input_snapshot": "I was charged twice for the same order",
  "human_handoff_available": true,
  "tags": [
    "human-review",
    "unsupported-category"
  ]
}