Ticket #993 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1777021124-78-8b4d95ad@example.com

Good afternoon

Triage step

The message is a greeting opener with no specific request or question.

llm_intent

status: awaiting_customer decision: clarify confidence: 100%

View run payload

Input snapshot

Good afternoon

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 1.0,
  "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 greeting opener with no specific request or question.",
  "input_snapshot": "Good afternoon",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

The provided information only references passport and visa photos without mention of NEXUS or Global Entry photos.

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": "Currently, AI Passport Photo supports preparation of passport and visa photos. We do not support NEXUS card or Global Entry photos.",
  "reasoning_summary": "The provided information only references passport and visa photos without mention of NEXUS or Global Entry photos.",
  "input_snapshot": "Do you support NEXUS card or Global Entry photos?",
  "tags": [
    "product_support",
    "photo_types"
  ]
}