Ticket #870 trace

Input snapshot

Hello, can you 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 opener without specific details, requiring clarification.",
  "input_snapshot": "Hello, can you help?",
  "tags": [
    "greeting",
    "opener",
    "vague"
  ]
}

Input snapshot

I need a refund, the embassy rejected my photo

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 61,
  "matched_rule_name": "Embassy refund dispute",
  "status": "awaiting_customer",
  "category": "refund",
  "priority": "high",
  "route": "offer_human_handoff",
  "current_layer": "triage",
  "confidence": 0.92,
  "decision": "offer_human_handoff",
  "escalation_reason": "Refund dispute requires human review.",
  "handoff_note": "Escalated for human review because the customer reports an embassy rejection dispute.",
  "summary": "Embassy or government rejection disputes require human review.",
  "reply": "This case needs human review. Use the button below if you want a human specialist to take over.",
  "human_handoff_available": true,
  "reasoning_summary": "Embassy or government rejection disputes require human review.",
  "tags": [
    "refund",
    "Embassy refund dispute"
  ],
  "input_snapshot": "I need a refund, the embassy rejected my photo"
}