Ticket #997 trace

Resolved

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

qa+1777021135-82-edf80fe6@example.com

Hey there

Triage step

User message is a greeting, low-information opener requiring clarification.

llm_intent

status: awaiting_customer decision: clarify confidence: 95%

View run payload

Input snapshot

Hey there

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 0.95,
  "decision": "clarify",
  "reply": "Hello! Welcome to AI Passport Photo support. How can we assist you with your passport or visa photo today?",
  "reasoning_summary": "User message is a greeting, low-information opener requiring clarification.",
  "input_snapshot": "Hey there",
  "tags": [
    "greeting",
    "opener"
  ]
}

Triage step

The question relates to photo requirements which are policy-related.

LLM

status: awaiting_customer decision: knowledge_answer confidence: 90%

View run payload

Input snapshot

Can I have my eyes closed in the photo?

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "low",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "For passport and visa photos, eyes must be open and clearly visible according to official guidelines.",
  "reasoning_summary": "The question relates to photo requirements which are policy-related.",
  "input_snapshot": "Can I have my eyes closed in the photo?",
  "tags": [
    "photo-requirements",
    "passport",
    "eyes-open",
    "policy"
  ]
}