Dedicated Trace
Ticket #823 trace
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Trace Timeline
Customer message, automation steps, and tool actions
Customer message
qa+1776939599-19-590701bc@example.comI need some help
Triage step
The message is a vague request for help with no specific details, indicating an opener needing clarification.
status: awaiting_customer
decision: clarify
confidence: 90%
View run payload
Input snapshot
I need some help
Output payload
{
"source": "llm_intent",
"status": "awaiting_customer",
"category": "other",
"priority": "normal",
"route": "clarify",
"current_layer": "triage",
"confidence": 0.9,
"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 request for help with no specific details, indicating an opener needing clarification.",
"input_snapshot": "I need some help",
"tags": [
"greeting",
"help_request",
"vague"
]
}
Triage step
The knowledge states that customers can upload selfies from a phone, and no special equipment is needed.
status: awaiting_customer
decision: knowledge_answer
confidence: 95%
View run payload
Input snapshot
Can I upload a selfie from my phone?
Output payload
{
"source": "public_knowledge_llm",
"status": "awaiting_customer",
"category": "policy",
"priority": "normal",
"route": "knowledge_answer",
"current_layer": "triage",
"confidence": 0.95,
"decision": "knowledge_answer",
"reply": "Yes, you can upload a selfie from your phone. Our service accepts selfies taken with a phone or computer, and you can receive a high-resolution digital file or a print-ready PDF for printing at home.",
"reasoning_summary": "The knowledge states that customers can upload selfies from a phone, and no special equipment is needed.",
"input_snapshot": "Can I upload a selfie from my phone?",
"tags": [
"upload",
"selfie",
"phone",
"passport-photo"
]
}