Ticket #857 trace

Input snapshot

Good afternoon

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 1.0,
  "decision": "clarify",
  "reply": "Hello! Welcome to AI Passport Photo support. How can we assist you with your passport or visa photo today?",
  "reasoning_summary": "The message is a greeting with no specific request or question.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener"
  ]
}

Input snapshot

How do I request a refund?

Output payload

{
  "source": "public_knowledge_llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "You can request a refund within 30 days of purchase if your passport photo is rejected by a government authority or if you are unsatisfied with the photo quality. Just email us with your order details and evidence of rejection. Refunds are processed within 5–10 business days to your original payment method.",
  "reasoning_summary": "The knowledge states a clear 30-day refund policy with instructions to email with order details and rejection proof, and refund processing times.",
  "input_snapshot": "How do I request a refund?",
  "tags": [
    "refund",
    "policy",
    "passport-photo",
    "customer-support"
  ]
}