Ticket #842 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1776939847-38-0f0eaf2d@example.com

Good afternoon

Triage step

The message is a greeting and opener requiring clarification for next steps.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

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 today with your passport or visa photo needs?",
  "reasoning_summary": "The message is a greeting and opener requiring clarification for next steps.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

Customer asked if the service can be used without payment, which relates to billing and usage terms.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Can I use the service without paying?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "billing",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "Our service requires payment to process and deliver passport or visa photos. You cannot use the service without paying.",
  "reasoning_summary": "Customer asked if the service can be used without payment, which relates to billing and usage terms.",
  "input_snapshot": "Can I use the service without paying?",
  "tags": [
    "payment",
    "service-usage",
    "billing"
  ]
}