Ticket #882 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1776940328-78-dff969fa@example.com

Good afternoon

Triage step

Greeting detected, low information, routes to clarify for further details.

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": "low",
  "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": "Greeting detected, low information, routes to clarify for further details.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener",
    "low_info"
  ]
}

Triage step

The knowledge chunks only reference passport and visa photos, not NEXUS or Global Entry cards.

Public knowledge + LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Do you support NEXUS card or Global Entry photos?

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": "AI Passport Photo supports creating government-compliant passport and visa photos, but we do not support photos for NEXUS cards or Global Entry.",
  "reasoning_summary": "The knowledge chunks only reference passport and visa photos, not NEXUS or Global Entry cards.",
  "input_snapshot": "Do you support NEXUS card or Global Entry photos?",
  "tags": [
    "product_support",
    "photo_types",
    "nexus",
    "global-entry"
  ]
}