Ticket #925 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1777020940-10-f220efec@example.com

Triage step

Greeting detected, low information message requiring clarification.

llm_intent

status: awaiting_customer decision: clarify confidence: 90%

View run payload

Input snapshot

Hi

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": "Greeting detected, low information message requiring clarification.",
  "input_snapshot": "Hi",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

The knowledge explicitly states that special lighting or a professional camera is not required.

Public knowledge + LLM

status: awaiting_customer decision: knowledge_answer confidence: 95%

View run payload

Input snapshot

Do I need special lighting?

Output payload

{
  "source": "public_knowledge_llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.95,
  "decision": "knowledge_answer",
  "reply": "No special lighting is needed. You can simply use any normal selfie taken with your phone or computer webcam.",
  "reasoning_summary": "The knowledge explicitly states that special lighting or a professional camera is not required.",
  "input_snapshot": "Do I need special lighting?",
  "tags": [
    "lighting",
    "photo_requirements",
    "selfie"
  ]
}