Ticket #987 trace

Input snapshot

Hey there

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 0.8,
  "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 with no specific request or information.",
  "input_snapshot": "Hey there",
  "tags": [
    "greeting",
    "opener"
  ]
}

Input snapshot

I need to escalate this to a manager

Output payload

{
  "source": "llm_human_handoff",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "high",
  "route": "offer_human_handoff",
  "current_layer": "triage",
  "confidence": 0.95,
  "decision": "offer_human_handoff",
  "escalation_reason": "The customer explicitly requested human support.",
  "handoff_note": "The customer explicitly asked for a human specialist in this chat.",
  "summary": "The customer explicitly requested human support.",
  "reply": "A human specialist can take over this conversation. Use the button below if you want to chat with a human.",
  "reasoning_summary": "User explicitly requests escalation to a manager, indicating need for human support.",
  "input_snapshot": "I need to escalate this to a manager",
  "human_handoff_available": true,
  "tags": [
    "escalation",
    "manager",
    "human-support",
    "handoff"
  ]
}