Ticket #897 trace

Resolved Human-owned ticket

Manual takeover is active.

Automation has already stopped for this ticket. New customer replies now stay with support.

Trace Timeline

Customer message, automation steps, and tool actions

3 runs

Customer message

test@example.com

How much does it cost?

Triage step

Customer is asking about cost, which relates to billing information.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

How much does it cost?

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 pricing details are available on the AI Passport Photo website. Please visit the pricing page for the most accurate and up-to-date information.",
  "reasoning_summary": "Customer is asking about cost, which relates to billing information.",
  "input_snapshot": "How much does it cost?",
  "tags": [
    "pricing",
    "cost",
    "billing"
  ]
}

Triage step

Missing asset questions can go to the delivery specialist.

Support rule

status: in_progress decision: triage confidence: 82%

View run payload

Input snapshot

I paid but didn't receive my file, my email is anna@example.com

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 62,
  "matched_rule_name": "Missing asset delivery questions",
  "status": "in_progress",
  "category": "delivery",
  "priority": "normal",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.82,
  "decision": "triage",
  "escalation_reason": null,
  "handoff_note": null,
  "summary": "Missing asset questions can go to the delivery specialist.",
  "reply": null,
  "human_handoff_available": false,
  "reasoning_summary": "Missing asset questions can go to the delivery specialist.",
  "tags": [
    "delivery",
    "Missing asset delivery questions"
  ],
  "input_snapshot": "I paid but didn't receive my file, my email is anna@example.com"
}

Specialist step

No matching business record was found.

Fallback

status: awaiting_customer decision: offer_human_handoff confidence: 64%

View run payload

Input snapshot

I paid but didn't receive my file, my email is anna@example.com

Output payload

{
  "source": "fallback",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.64,
  "decision": "offer_human_handoff",
  "route": "offer_human_handoff",
  "escalation_reason": "No matching business record was found.",
  "handoff_note": "A human specialist should review this case before the next reply because it needs human review.",
  "summary": "Request requires human review because no matching business record was found.",
  "reply": "I could not safely verify your request automatically. If you want, I can connect you with a human specialist.",
  "reasoning_summary": "No matching business record was found.",
  "input_snapshot": "I paid but didn't receive my file, my email is anna@example.com",
  "human_handoff_available": true,
  "tags": [
    "human-review",
    "missing-record"
  ]
}