Ticket #834 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1776939753-30-99eda26c@example.com

Triage step

Greeting message lacks sufficient detail to determine specific intent.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

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 passport or visa photo preparation today?",
  "reasoning_summary": "Greeting message lacks sufficient detail to determine specific intent.",
  "input_snapshot": "Hi",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

Customer inquires about passport photo services for Russian passport, relating to company policy on supported documents.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Can I make photo for Russian passport?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "Yes, AI Passport Photo supports making photos for Russian passports following their government requirements.",
  "reasoning_summary": "Customer inquires about passport photo services for Russian passport, relating to company policy on supported documents.",
  "input_snapshot": "Can I make photo for Russian passport?",
  "tags": [
    "passport-photo",
    "russian-passport",
    "policy"
  ]
}