Ticket #868 trace

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. Please provide more details about your request so we can assist you better.",
  "reasoning_summary": "Message is a vague opener needing clarification.",
  "input_snapshot": "I need some help",
  "tags": [
    "greeting",
    "vague",
    "opener"
  ]
}

Input snapshot

I paid but never received my photo download link

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 payment made but download link missing, requiring case-specific support.",
  "input_snapshot": "I paid but never received my photo download link",
  "tags": [
    "payment-issue",
    "download-link",
    "billing",
    "customer-support"
  ]
}

Input snapshot

I paid but never received my photo download link

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 paid but never received my photo download link",
  "human_handoff_available": true,
  "tags": [
    "human-review",
    "unsupported-category"
  ]
}